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Improving CX with insights in customer behavior & emotions for VGZ


Working together towards a healthier society and future-proof care is what VGZ is all about. Together with its partners and members, VGZ is working on various innovations for health and care with a superior experience for its customers. To work towards this goal, VGZ was looking for a way to get a clearer picture of what changes were needed in the customer journey to better meet customer needs. VGZ wanted to gain more insight into the behavior and emotions of its customers in every step of their journey.

Underlined delivered insights in the behavior and emotions of customers by using journey mining and text mining. All sources of customer feedback were connected with Customer Journey Analytics. This resulted in a management dashboard with essential insights in the customer journey for executive management and individual employees.

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