Unlocking the Full Potential of Your Contact Centre Conversations

"Chasing survey scores and lagging indicators is not our idea of a modern approach to improving experiences. Instead, we partner with Pearl-Plaza to identify key moments that matter in our customers’ journey’s and drive change in those areas. This approach gives our executives better metrics to run the business and elevates our results.”

Tyler Saxey, Director Customer Experience, Foot Locker

“In these fast-changing times, it is hard to predict the future with any certainty. A choice of digital or brick and mortar for the future of banking is a false dichotomy. Clearly, there is room for both. But I am confident that the warmth and good judgment of human beings are the most important ingredients in the future of any successful bank.”

David Duffy, CEO, CYBG

“Thanks to [Pearl-Plaza's] expertise and experience management platform, we have created a foundation to translate feedback data into actionable measurements that can improve our efficiency and effectiveness where it matters most to our customers. This leads to a new way of working for Sky CS.“

Tina Bruder, Manager Customer Insight, SKY Germany

"With the surveys and the Voice of the Customer we could really find out more about who our customer, what relationship they have with us as a brand, what they like or what they wish to have more of…we are always surprised with what our customers are telling us."

The North Face

“We discovered that when the customers develop into ‘promoters’ we see a factor x2 on growth compared to the average customers. If we can increase our customer loyalty by just 10%, it will generate significant additional turnover.”

Anders Norman, Director of Customer Experience, DSV

“Pearl-Plaza’s long-standing experience in the aviation and customer experience sector made the company the right choice for us. Their highly flexible approach enables us to grow our NPS programme as our client base and needs evolve. The platform’s highly flexible dashboards allow us to receive detailed, timely feedback analytics about each customer and flight. From these results we are able to develop highly personalised customer experiences.”

Paula Canada, TAP

“By implementing a feedback programme that measures our performance across vital dimensions, we have seen significant positive impact on not only our customer satisfaction but also customer centricity within the organisation.”

INDRAJIT RANA, HEAD OF SALES EXCELLENCE AND CUSTOMER INTELLIGENCE AT TRUMPF SE + CO. KG.

"Voice of Employee feedback is an essential element in truly understanding both employees and customers. Working with Pearl-Plaza to understand customers and employees in such a holistic way is giving us a level of insight into our business we've never had before."