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We condense the digital customer journey

Or better, we re-build it as a logic. The customer journey is the basic tool of service orchestration. It provides the points of quality measurement along the interaction chain,  and needs to be logically consistent. We take care for a reliable reference of customer experience data. Where does the user come from? What is the user up to? A good customer journey tells the whole story.

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We simplify the data environment

BigData melts down to a small heap when it comes to customer behavior. As the social side of behavior is much larger than the individual, simple rules apply to many cases. These rules are essential for driving action in an automated or assisted way. But they are also essential in forming a day-to-day reference for the use of BigData, reduced to a small amount of smart data.

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We ground the QoE index with a reference

QoE has become a famous and widely used artifact as an indicator for Customer Experience. It uses technical measures that are obvious to have an impact on customer experience. However, this needs to be challgenged by reality. We extend QoE values by a Subjective Quality reference that considers the conditions under which the technical quality has to prove itself.

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We integrate all sources into one flow

We are specialists in finding common ground in data of different origin and character. We integrate technical data with attitudinal, experience data with location, we work with CRM and automated marketing. Finally from all these sources, we create a consistent data file that best represents the user and customer at this point in time.

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A system that learns and tells you, why

Once Magiola starts to track data and analyze the underlying success patterns in customer perception, it also starts to track the changes. Changes lead to corrective data which serve to adjust services in a learning process. It is important to identify the drivers of change and to use them to adjust the business and take advantage of new chances.

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Improve precision of service offerings

Subjective data are the ones that are being perceived by an individual customer. They are essential to understand and predict user behavior. Alas, statistics and synthetic data (QoE) do not really help in a single case. Therefore Magiola integrates real communication and interaction data and uses machine learning, to classify each case. As a result, Magiola improves the hit rate by 40% in comparison with synthetic measures.

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Our services

We identify, track and analyse customer interaction data for
* corridor monitoring, triggering and signaling
* quality measurement and success evaluation
* service orchestration, strategy automation
* supervised learning/updating

Magiola services are cloud based m2m data streams

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To whom we cater

…to network based service and application providers
* that want their service to be adaptable to user conditions
* that want to automate through corrective action
* that want to raise their customer value step by step
* that follow the idea of loyalty and sustainability in customer relations

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Subjective vs. Objective

The customer is key, also when the service is a technical. Perceived quality must be compared with ‘objective’ quality, to ​track problems back to their roots. Read our white paper ‘Subjective vs. Objective Data’, talking about which is the ruling reality, that of people or that of systems? Well, it is not a contradiction.

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