Making Analytics Work

Gain the independent insight you need to inform business decisions and build the case for change.

Measurable organisational improvement starts with a clear goal, but most organisations struggle to answer the question “what does better look like?” Take a look at our articles and use cases below to understand how you can get the most out of your insight and analytics to drive performance improvement.

Turning data into insight that drove a 10pt rise in Net Promotor Score

Transforming reporting at a major retailer

Detecting more fraud with automation

Leveraging Holistic Data Analysis to Reduce the Cost of Refunds and Exchanges

Understanding Whether Goodwill Payments Deliver a Return on Investment

Does being efficient deliver Great Customer Experience?

Building the Right Data Strategy for Success

‘Interaction Analytics and Voice of the Customer’ Together is More Powerful than Either Individually!

Voice of the Customer Text & Sentiment Analytics

Using Ember’s proven methodology and analytics to reinvigorate a VOC programme and improve CX metrics

Using analytics to understand and improve NPS scores and the overall Customer Experience

Using analytics to determine a quality interaction

Using analytics to drive great operational efficiencies

Using analytics to improve FCR and deliver a £500K return on investment

Using analytics to drive improved quality compliance monitoring

Using Analytics for a world class service recovery

Using analytics to drive sales and increase operational efficiency

Using speech analytics to improve demand & sales effectiveness

Using analytics to improve CX

Using automation to improve operational performance

Using analytics to reduce repeat contacts and improve FCR

Using analytics to measure script compliance

Using analytics to improve sales through service

Using analytics to improve sales effectiveness

Using analytics to improve NPS

Using analytics to improve customer retention

Using analytics for complaints root cause analysis

Using analytics to drive operational efficiency

Using analytics to automate quality monitoring

Using analytics to automate quality monitoring and compliance

Using analytics to identify online failure demand drivers

Lee Mostari

Director of Insights and Analytics

Lee joined Ember in 2017 as Consulting Director with responsibility for managed analytics and customer experience. He has an impressive track record of leading successful projects to apply the voice of the customer to improve the overall customer experience. Lee led consulting teams at both NICE Systems and Insight Now. He worked for several years for the T-Mobile Group, performing customer insight roles in the UK and overseas. Prior to T-Mobile, Lee worked for 12 years within the Santander Group, again focused on delivering projects that significantly improved the customer experience.