Customer satisfaction has long been measured as a lagging indicator, a retrospective

score collected after the experience has already been delivered. By the time the data is

analyzed and acted upon, the customer’s perception has been formed, the operational

failure has occurred, and the opportunity for real-time intervention has passed.

This whitepaper introduces the Experience Helix™, a proprietary framework that

transforms the static layers of a traditional service blueprint into a dynamic, AI-powered

knowledge graph (Customer Digital DNA or CX-DNA). Using Graph Neural Network

(GNN) algorithms, the framework computes a Predictive Customer Experience

Satisfaction Score (pCXSAT) in real time estimating the customer’s likely satisfaction

during the interaction, not after it.

The Experience Helix addresses five fundamental limitations of traditional CX

measurement :

1. static snapshots that cannot keep pace with behavioral change

2. qualitative interpretation that cannot scale

3. inside-out perspective that misses the customer’s lived reality

4. siloed data that fragments the picture

5. reactive problem-solving that intervenes too late.

Takeaways

• Experience Helix
• Predictive Customer Experience Satisfaction Score

Register and get your own copy of whitepaper here : https://tinyurl.com/5n7vnurr

Download the slideset here : https://tinyurl.com/443bm47p