EX

Decision Intelligence

Customer Experience

Lift NPS and reduce complaint drivers.

Governance & lineageFormula, sources, rules and models behind:NPS
Mission areas covered:Customer Experience

Stage 7 · Simulate

Open full simulationOpen Value Realization

Self-service shift

Recommended

Push app and USSD self-care.

Impact: +4 NPS

Risk: Adoption risk among older users

Add care agents

Hire 60 temporary agents.

Impact: +2 NPS

Risk: Cost $0.5M

Combined

Self-service plus 20 agents.

Impact: +5 NPS

Risk: Cost $0.2M

Scenario options use stored assumptions and results; the related simulation models are registered under Simulation & Prediction.