Imran Naqvi

Successfully designed and deployed over 18 diverse CX surveys across the enterprise, capturing customer feedback at multiple touchpoints. These surveys are seamlessly integrated across various channels, including email, digital popups, feedback buttons, IVR, chat, and SMS, ensuring a broad and representative collection of customer insights. This multi-channel approach allows for real-time monitoring and improvement of customer experiences across the entire customer journey.

Engineered a suite of self-service dashboards using Qualtrics XM Discover, Tableau, and PowerBI to empower stakeholders with real-time access to critical CX metrics. These dashboards provide a comprehensive view of customer sentiment and performance, enabling data-driven decision-making and facilitating the swift identification of trends, issues, and opportunities for improvement.

Developed and implemented a comprehensive case management tool designed to immediately address low scores in NPS, CSAT, and FCR. The platform automatically generates a case when a low survey score is detected, assigns it to an appropriate agent, and initiates a follow-up call with the customer. Post-interaction, a follow-up survey is deployed to measure the effectiveness of the resolution and track improvements in key CX metrics. This closed-loop system ensures swift resolution of customer issues, enhancing overall customer satisfaction and loyalty.

Developed a robust DataMart within the Cloudera Data Platform that integrates CX data with operational data, significantly enhancing the depth and accuracy of customer insights. This centralized data warehouse enables more sophisticated analysis, helping to identify correlations between customer feedback and operational performance, and driving more targeted improvements in customer experience.

Implemented an AI-powered solution using GPT Turbo to rapidly summarize and synthesize customer insights from Qualtrics survey data. This tool accelerates the generation of NPS, FCR, and CSAT storylines, allowing for quicker identification of customer sentiment trends and faster strategic decision-making.

Developed an advanced AI chatbot using Google Vertex AI to enhance stakeholder understanding of complex CX processes. This chatbot provides instant, accurate answers to questions such as "How frequently is the NPS survey distributed?" and "How is NPS calculated?"—empowering stakeholders with the knowledge they need to optimize customer experience initiatives and ensure alignment with best practices.

Leveraged Whisper's advanced voice-to-text capabilities to transcribe customer service calls accurately. The transcriptions are automatically sent to Qualtrics XM Discover for in-depth analysis, allowing for richer insights into customer interactions and enabling more effective tracking of key metrics like NPS, FCR, and CSAT.