THE PROBLEM
Listening to customers’ pain points and acting on them at scale is the real differentiator for brands. However, for large global organizations, analyzing the vast volume of multichannel feedback in multiple languages and extracting actionable insights from it is a complex challenge.
Inxite Out helped the client, a multinational market leader, carry out a complete digital transformation of their global VoC operations across multiple countries, converting scattered customer voices into actionable insights.
To expand its global customer base for a line of advanced, tech-driven consumer products, the client aimed to identify customer pain points and align product enhancements directly with real-world feedback.
The client sought an advanced, AI-driven solution capable of transforming multimodal, multi-language customer feedback from several markets into actionable insights in real-time for accelerating sales and maintaining market leadership.
INXITE OUT APPROACH
Objective alignment and data source mapping
The IXO team began by thoroughly analyzing the needs outlined by the client’s marketing, sales, and applied intelligence teams. Three primary business objectives were noted:
- Expansion of market
- Product enhancement and
- Higher consumer satisfaction
Sentiment trend shifts, accurate identification of sales drivers, and the extent of feedback coverage by region were defined as Key Performance Indicators (KPIs).
Next, the spectrum of data sources for analysis was identified, which ranged from ServiceNow cases, emails, and live chat transcripts to survey responses, customer care call recordings, and product reviews from platforms like TrustPilot and Konecta. With the client’s global footprint, this data arrived in 20+ languages and different formats (text, audio, & video).
Each source was classified based on data format (text, audio, video), structure, frequency of updates, and associated metadata.
Creating a Customer Voice Data Store
Robust data ingestion pipelines were designed to collect and organize multilingual, multiformat feedback in real-time, storing it in the Customer Voice Data Store. Audio, video, and text data were transcribed, and translated (as required) into English or other preferred working languages.
Strong anonymization protocols were designed and implemented on the Data Store to remove Personally Identifiable Information (PII) and ensure global compliance. Continuous data quality checks were performed to validate translation accuracy, transcription fidelity, and metadata consistency.
Generating strategic insights
We used Natural Language Processing (NLP), Generative AI, and custom Machine Learning models to extract the following insights from the customer feedback.
- Summary
- Customer sentiment (positive, negative or neutral)
- Key purchase drivers (quality, pricing, user experience)
- Pain points (technical issues, service dissatisfaction)
- Emerging trends
- New consumer needs
- Most impactful factors for customer satisfaction
The solution also predicted emerging issues, regional differences in product reception, and prioritized actions based on voice-of-customer analytics.
A mechanism for continuous model retraining and enhancement based on newly arriving data and business feedback was also established, which helped to ensure the models remained accurate, adaptive to evolving customer behavior, and aligned with changing business priorities.
Creating analytical visualizations
Interactive dashboards and reports were designed using Power BI. Sentiment trends, geographical heatmaps, and issue distribution across regions were presented graphically along with drill-down capabilities for region, product type, and feedback source, providing a comprehensive insight into the global VoC data.
The analytical visualizations provided executive-level summaries as well as operational deep dives for product and marketing teams. This empowered business leaders with clear, high-level insights for strategic direction, while enabling product and marketing teams to explore operational details, identify improvement areas, and act on data-driven opportunities more effectively.
RESULT
The comprehensive digital transformation of the client’s global VoC operations across multiple countries delivered the following benefits within months:
- Achieved a 50% reduction in the effort required to generate actionable insights from VoC data, enabling faster and more informed decision-making.
- Quick identification of the top 3 product issues across markets and countries led to targeted product enhancements.
- Customer experience scores improved noticeably following the resolution of critical pain points.
- Tailored marketing strategies were developed based on enhanced understanding of regional customer needs.
