Case Study | CX Optimization in Japan × Global FMCG Company

VOC × Behavioral Data. 80 Initiatives a Year. +4.5pt Conversion.

How transcosmos connected contact-center insight with onsite behavior to lift conversion and cut inquiries for a global FMCG company.

THE SOLUTION

OneData View. Every Touchpoint Optimized.

transcosmos linked VOC captured at the client's
customer center with each customer's onsite behavioral history via ID, then
applied a high-speed PDCA cycle, running as many as 80 initiatives a year, to
redesign service scenarios across the full customer journey.

Result

  • +4.5pt

    Conversion rate improvement
    through CX optimization

  • -75％

    Reduction in customer center
    inquiries about the campaign

  • 80 /Year

    Initiatives executed & evaluated
    under the PDCA cycle

KEY SUCCESS FACTOR

Connect the Data. Multiply the Initiatives.

The key was creating a unified view of the customer by integrating VOC (Voice of the Customer) data from the contact center with on-site behavioral data. This enabled a continuous cycle of improvement, transforming customer inquiries into valuable insights for enhancing the customer experience (CX).

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