Ipiphany Client Success Stories

Ipiphany™ is 100% customer focused Artificial Intelligence software. It’s being used to solve the biggest customer orientated problems faced by organizations and to transform Customer Intelligence lead decision making. Whilst the diversity of industry applications for Ipiphany™ grow daily, Ipiphany™ is best proven in the core service industries of Banking and Financial ServicesTelecommunications and Utilities Retailing.


CLIENT: MAJOR GLOBAL BANK
DOLLARS SAVED: $7M+
ISSUE SOLVED: CUSTOMER CHURN

Consider the case of one of Touchpoint Group’s global banking clients that was experiencing customer churn in one of its term investment products. Customers of the bank were opting not to renew maturing investments and were taking their deposits to competitors.

In trying to pinpoint the root cause of the churn, the insights obtained internally by the product owner and supporting analysts took six weeks or so using manual coding and an enterprise text analytics tool. The conclusion was that renewal interest rates offered to customers weren’t competitive. The recommended course of action was to increase the interest rate, obviously, at the expense of profit margin.

Engaging with Touchpoint Group, as a last step, before... Read Full Story


CLIENT: MAJOR INSURANCE ORGANIZATION
DOLLAR SAVED: $3M+
ISSUE SOLVED: KEY FACTORS DRIVING NPS

One of Touchpoint Group’s insurance clients had invested heavily in a program to capture and ultimately understand what is driving NPS and what isn’t. NPS was declining, particularly in the claim performance space, and the traditional metrics weren’t giving the complete picture as to the root cause of this downward trend.

The organization had previously used manual hand-coding to understand samples of customer feedback, but the generic outputs meant that confidence for stakeholders to act was low. Subsequently, organizational initiatives, projects, and actions based on what customers were saying were limited and infrequent and this issue was also reflected again in customer feedback. The ongoing degradation of NPS scores meant that choosing to take NO ACTION was not a viable option and so, fortunately, this organization chose Ipiphany™ to help transform how it makes Customer Decisions. Ipiphany™ was chosen as the core tool to understand customer commentary from all customer feedback mechanisms... Read Full Story