Samsung: Customer Experience Analytics

The business challenge

Customer experience information was distributed across operational and analytical environments. Customer Care needed visibility into the customer journey, but the information required did not exist in one reporting platform. SAP information had to be combined with other operational and analytical sources — connecting data integration to a business question: where are customers experiencing friction throughout the service journey?

The solution

Z&C worked with SAP data and integrated it with analytical environments including Tableau, JupyterLab and Superset, while supporting the broader Power BI modernization effort. Data was prepared and transformed so operational information could be evaluated alongside customer-care metrics — examining the experience as a sequence of interactions rather than isolated transactions.

• SAP
• Tableau
• JupyterLab
• Superset
• Power BI

Implementation

• Data integration

  SAP data combined with operational and analytical sources; information prepared for analysis, not locked in its original system.

• Journey analytics

  Customer journey stages, operational performance, care activity and process KPIs analyzed together.

• Consumption layers

  Power BI and other analytical tools matched to each use case — from operations to customer-care teams.

Business results

• Journey visibility

  Teams can analyze friction points across the service journey, not just individual transactions.

• Operational + CX together

  Customer behavior, operational performance and service experience in one analytical view.