Customer Symphony

CCO Agent: Omnichannel support, predictive churn analysis, and customer-driven innovation

Customer Satisfaction

94.7%

+8.3%

Net Promoter Score

+72

World-class

First Response Time

12 sec

Real-time

Resolution Rate

87%

First contact

Omnichannel Emotionally Intelligent Support

Live Chat

2,847

Active now

92% AI handled

1,293

In queue

88% auto-resolved

Voice

347

Calls active

76% AI assisted

Social

892

Mentions/hour

94% monitored

Live Support Example

Customer: Sarah M. (VIP) Issue: Delayed delivery Sentiment: Frustrated → Satisfied Action: $20 credit auto-issued, personal tracking link sent

Context Persistence

Twitter

Chat

Seamless handoff across channels

Predictive Churn Analysis & Loyalty Engineering

Churn Risk Distribution

High Risk

234

Customers

Saved MTD

89

Retained

LTV Saved

$2.3M

This month

Active Retention Plays

High Value

Enterprise Customer - TechCorp

Usage dropped 45%, browsing competitors

Churn Risk: 78%

Action: Personal onboarding session scheduled, 20% loyalty discount offered

Price Sensitive

SMB Segment - 47 customers

Competitor price comparison detected

Churn Risk: 62%

Action: Time-limited loyalty pricing auto-offered

Customer Feedback → Features Pipeline

Theme	Mentions	Impact	Status
Mobile app performance	3,847	High	In Development
Dark mode request	2,193	Medium	Shipped
API rate limits	892	High	Prioritized
Bulk export feature	567	Low	Backlog
Integration with Slack	1,234	Medium	Testing

Feedback Analytics

Total Feedback Analyzed

847K

Unique Themes

234

Auto-Routed to Dev

Customer Validation Rate

89%

12 features shipped from customer feedback this quarter

Customer Journey Optimization

Awareness 3.2M impressions 2.4% CTR

Consideration 76K trial signups 34% activation

Purchase 12.8% conversion $487 avg value

Retention 94% month 1 87% month 6

Advocacy 32% referral rate NPS: +72

Real-time Customer Health Monitoring

Healthy Customers

82%

Regular usage pattern

At Risk

15%

Declining engagement

Product adoption rate: 87%

Feature utilization: 76%

Support ticket trend: +12%

Customer Success & Value Delivery

Response Time

12 sec

Avg first response

Auto-Resolution

73%

Without human

Repeat Contact

8.2%

Within 7 days

Upsell Success

34%

Conversion rate

Love Score

4.8/5

Customer rating

CLV Growth

+23%

Year over year