Achieving a balance between greater efficiency and improved customer satisfaction can seem daunting.
These goals can not only coexist but complement each other. CognoConnected’s deep knowledge of customer experience ecosystems can help agencies better understand their stakeholders and end-customers to improve their experiences through technology and innovation—resulting in higher customer satisfaction and value. Meshing real-world experience with a forward-looking viewpoint, we deliver practical insights that can accelerate your CX transformation.
Are digital solutions the answer? Can we “shift left” to create greater efficiencies while ensuring consistently positive experiences? Creating meaningful interactions and lasting connections starts with understanding motivations, behaviors, and channels. It also requires an understanding of factors and indicators behind customer satisfaction. Transforming your customer ecosystem to better serve your constituents is not only possible, but achievable now, with people-focused, data-supported strategies for improving the entire customer journey.
Our CX Optimization Solutions
Human-centered Design
Customer Journey Mapping
Real-time Omnichannel Personalization
Customer Satisfaction Strategy
Process Optimization
Human-centered Design
Customer Journey Mapping
Real-time Omnichannel Personalization
Customer Satisfaction Strategy
Process Optimization
Our Work in Action: Reimagining the Federally Facilitated Marketplace
Resolving the most complex enrollment challenges in the Federally Facilitated Marketplace requires an understanding of all stakeholders’ needs. Using customer journey mapping, we developed tailored processes, applied policy and compliance expertise, and leveraged strategic partnerships to deliver an enhanced customer experience.
- Developed and implemented a casework process tailored to the specific needs of agents, brokers, and assisters, and re-configured the CRM to support new workstreams
- Reduced resolution time by 50%, averaging 17 days compared to the Marketplace’s average of 154 days
- Maintained a program-to-date quality score above 99% and improved overall customer satisfaction
Other Solutions
Access to Information
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Customer Engagement
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Automation & Analytics
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Connect With Us
Engage your customers with memorable interactions and measurably improved experiences