Understand how the Q°emotion tool works through use cases.
“How a bank reduced irritants on its customer journeys and its attrition thanks to emotional analysis”
Use Case: Banking
Churn
Customer experience
Agencies network
The company
Regional Bank of a French mutual banking group created in 1885, with 180 branches over 3 departments, serving 730,000 clients.
The challenge
Reduce attrition by detecting negative emotional situations such as anger and disgust that may reflect an intention to leave the bank.
The solution
Q°emotion enabled this company to highlight new elements from its customer feedback that were not previously identified by the quantitative analysis.
The result
Q°emotion, through its emotional algorithm, has brought to light intentions of attrition and areas of improvement within pathways through the identification of felt emotions such as fear, anger or disgust.
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