AI-powered XP platform — customer interaction analytics is here
Discover Quality CX 360 →
CX Suite
Listen. Understand. Act.
Collect feedback at every touchpoint, understand what is driving it with AI analytics, and close the loop with case management that makes sure nothing gets missed. NPS at the core. Real time. Every channel.
Touchpoint CX
Single interaction measurement
Journey CX
End-to-end micro-journey
Relationship CX
Accumulated experience over time
Why Customer Experience
Customer feedback is your most underused business asset.
Most organisations collect customer feedback. Far fewer use it to drive decisions at every level of the business. The gap between collecting data and acting on it is where loyalty is lost and churn quietly builds.
Synopticom CX Suite closes that gap. Feedback from every channel flows into one platform, AI surfaces the patterns and priorities, and your team has what they need to act, follow up, and improve.
"Companies may sell products. But customers join brands. They sign up with companies that see them as people, and avoid companies that see them as targets."
Marty Neumeier
The Brand Flip Why customers now run companies and how to profit from it
How a CX Programme is Built
How a CX programme is built.
Every CX programme starts with understanding how your business actually serves customers then building the measurement architecture around that reality.
01
Journey mapping
We analyse your service model and map customer journeys across stages and channels. Most businesses have several distinct micro-journeys. We define them and build the measurement architecture around each one.
02
Questionnaire design
We select the critical touchpoints and design surveys around what actually happened at each one. Every question earns its place.
03
The 3CX measurement framework
Three types of measurement working together:
Touchpoint CXFor individual interactions.
Journey CXFor end-to-end experiences.
Relationship CXFor the accumulated view of how customers feel over time.
04
Survey setup & integrations
Surveys are programmed and connected to your systems via API. The richer the data exchange, the deeper the insight.
05
Live data, dashboards & closing the loop
Feedback flows into role-specific dashboards. Cases are flagged and managed. At a strategic level, the data feeds directly into where to focus and what to change.
Perception metrics are the backbone of CX alongside interaction and outcome data. What you see above is the starting point. A mature CX programme continuously evolves its instruments, integrations and actions as the business grows.
Programme Flow
01
Journey mapping
Service model analysis & micro-journey definition
02
Questionnaire design
Touchpoint selection & survey design
03
3CX measurement framework
Touchpoint · Journey · Relationship CX layers
04
Survey setup & integrations
Connect & integrate with your systems
05
Live data, dashboards & close the loop
Live data, role-specific views & case resolution
Closed-loop intelligence
From first signal to business outcome
The CX Challenge
Why most CX programmes fail to deliver.
Fragmented Feedback
Surveys, call data, reviews, and social comments live in different places. Nobody has a complete picture.
No Clear Priorities
There is plenty of data but no easy way to know where to focus first.
Always Reacting
Problems surface after the damage is done. No early warning, no way to get ahead of churn.
Synopticom CX Suite closes the gap
Unified Data Layer
One unified data layer across all feedback channels
AI-Powered Prioritisation
AI-powered prioritisation so you know exactly where to act
Closed-Loop Action
Closed-loop case management so nothing gets missed
How It Works
Collect, analyse, integrate,
and act in one loop.
The Synopticom CX Suite is built on four interconnected capabilities that turn customer signals into business outcomes.
01
Collect & Connect
Automated feedback collection across all channels and touchpoints. Everything flows into one place.
02
Analyse & Alert
Real-time dashboards with AI text analytics, sentiment scoring, and automated alerts. From individual interactions to organisation-wide trends.
03
Integrate & Enrich
Experience data merges with CRM, transactional, and operational data. The more you connect, the deeper the insight.
04
Act & Improve
CX and EX management frameworks, case management, and coaching workflows designed to turn insight into measurable change.
CX Suite Capabilities
CX Programme Design KPI selection, journey mapping, channel strategy
AI Text Analytics open-text feedback categorised, scored, and delivered as insight cards
Multichannel Collection email, web, app, SMS, kiosk, CATI, and more
Real-Time Dashboards role-specific views with analytics, benchmarks, and automated alerts
Industry Benchmarks your scores compared to sector averages in banking, telco, retail, and energy
Consulting and Change Management CX consultants embedded in your programme
360°
Customer view
Real-time
Alerts & dashboards
AI
Text analytics
8+
Feedback channels
Measurement Framework
The Golden Triangle of Structured Feedback.
Three types of feedback, used together, build a complete picture of customer experience.
Transactional
After every key interaction
Real-time touchpoint feedback
Systematic feedback at each touchpoint digital, branch, call, app. Captures the in-the-moment experience across the full customer lifecycle.
KPI: CSAT · CES · NPS
Relationship
Quarterly / Annual pulse
Strategic CX compass
Periodic deep-dives measuring overall satisfaction, loyalty, brand perception, and competitive positioning.
KPI: GCSI · NPS · Brand Image
Employee Voice
The CX–EX connection
Engaged teams deliver better CX
Journey feedback, pulse surveys, and 360° feedback in one integrated loop because engaged employees deliver better experiences.
KPI: eNPS · 360° · Engagement
Why Synopticom CX
A new standard for
customer experience management.
What's Included
Everything you need to run a
world-class CX programme.
From strategic design to daily operations the CX Suite is a managed platform, not just software.
The Full Picture
Three metric types. No single metric tells the full story.
Perception metrics are the backbone of CX but true intelligence comes from combining them with interaction and outcome data.
I
Interaction Metrics
What happens during interactions
Operational data at every customer touchpoint providing context to understand what shaped perceptions.
Sample metrics
Call wait time · Website errors · Resolution rate · Handle time
P
Perception Metrics
How customers feel about their experience
Sentiment, ease, and emotional signals gathered from customers revealing how well the company meets expectations.
Sample metrics
Satisfaction · Ease of use · Emotional tone · Empathy rating
O
Outcome Metrics
What customers do as a result
Business-relevant behaviours linking CX quality to commercial outcomes proving return on CX investment.
Sample metrics
NPS · Retention rate · Lifetime value · Cost to serve
Frequently Asked Questions
Ready to transform your Customer Experience?
Book a demo and see how Synopticom CX Suite connects every customer signal into one intelligent platform.