NEWSROOM

The need for a perfect customer experience, which arises with the constant change in consumer behavior, accelerates the digital transformation projects of companies in the retail sector. Alterna CX, which produces artificial intelligence-based solutions to monitor, measure, manage and improve the experiences of its customers, provides a decrease in customer complaints and an increase in the net recommendation score with the solutions it offers.

*** This release is originally published in Turkish.

Google Translate Application translates the content you see on this page.***

TURKEY - The constant change in consumer behavior and the increasing expectations of customers from brands accelerate the digital transformation projects of companies operating in the retail sector. In this context, Alterna CX, which produces artificial intelligence-based solutions to monitor, measure, manage and improve the experiences of its customers, continues to serve with its digital transformation projects. Finally, Alterna CX, which cooperates with CarrefourSA, provides analysis of 4 million customer signals per month with the service it provides. With this analysis, the company enables real-time data analytics and predictive ability in the brand and customer experience, as well as realizing a data-driven decision-making process.

Collaboratively improving customer experience using data analytics

Applying the customer-oriented approach as the basic principle of the company culture, CarrefourSA has taken great steps towards establishing a data-based customer experience system both in the entire company and in its stores, in cooperation with Alterna CX. At the beginning of these works is to convey the expectations, suggestions and complaints of the customers to both the store and the management teams at first hand. Thanks to the Alterna CX experience analytics solution system, CarrefourSA can listen to the areas where improvement has been achieved through the evaluation surveys sent to the customers at certain periods after their store shopping. In addition, with the role-based reporting modules of Alterna CX, panels were developed for all units, where they can follow customer feedback in their areas of responsibility. With this method, customers' voices were ensured to be heard by all units.
 
CarrefourSA, which changes customer experience and working models by making use of technologies such as big data, artificial intelligence, and text analytics, can also determine the effects of customer comments in various fields on the scoring by using the 'Impact Simulation' module on Alterna CX. If scoring is improved in a specific area, after estimating what level the total Net Promoter Score can reach for stores and brands, it also strengthens its competencies in rapidly improving the customer experience by taking action in these areas. With the 'Impact Simulation' module of Alterna CX's predictive analytics model, the future of CarrefourSA's customer satisfaction scores can be predicted with 80% accuracy.

They increased their customer satisfaction score by 24 points

Turning the integration and the competencies offered by the panel into an advantage in cooperation with Alterna CX, CarrefourSA can create different survey structures for any number of segments thanks to these competencies. Pinpointing customer expectations with the solutions it developed, CarrefourSA reduced customer complaints by 20% at the point they arrived and increased its satisfaction score by 24 points.

They are inspired by collaboration

Stating that they are proud of the results they have achieved with CarrefourSA, Europe's leading retail brand, Alterna CX CEO Gürol Kurt shared his views on the cooperation with the following words: “It is our responsibility that the experience analytics solution we offer to CarrefourSA is used every day by the head office employees and the teams in all its stores. happy for you. It is inspiring for us to create together the roadmap necessary to make sense of the preferences in the shopping experiences of consumers and improve the brand experience.”