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Client Story

Capturing user feedback to improve the customer-service experience

Client: A technology company
Region: North America
Sector: Technology and finance

The customer-experience imperative is becoming ever clearer across industries. But without a proper tool for capturing user feedback, efforts aimed at improving the customer experience may be unfocused or wasted.

This was the challenge faced by a technology company: its system for gathering user feedback on financial tools and service was not capturing customer satisfaction surveys in an effective way.

Capgemini built a custom solution using Microsoft Dynamics 365 Customer Voice and text analytics within Azure Cognitive Services, integrated with Microsoft Power Automate and SQL Server.

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