Episode 50: Claus Nielsen from CX Facts

In this episode, I'm meeting Claus Nielsen from CX Facts. CX Facts is a platform that provides customer perception data to banks and large corporates.

Claus explains that while transactional data is readily available, there is a lack of customer perception data, which is crucial for understanding how customers view the bank's products and services.

CX Facts aims to bridge this gap by offering a SaaS tool that allows banks to collect feedback from customers in real-time and analyze the data through a dashboard.

This helps banks and corporates optimize their banking relationships and improve customer satisfaction.

Takeaways

• CX Facts provides a SaaS tool that allows banks and large corporates to collect customer perception data in real-time.
• Transactional data is readily available, but there is a lack of customer perception data, which is crucial for understanding how customers view the bank's products and services.
• The platform allows banks to ask as many customers as they wish, as often as they wish, and provides a dashboard for analyzing the data.
• CX Facts helps banks and corporates optimize their banking relationships and improve customer satisfaction.

• Improving Banking Relationships with CX Facts
• Bridging the Gap: CX Facts and Customer Perception Data

• "We had transactional data, but we didn't necessarily know what did the customers think of us."
• "We can build a solution where banks get access to a SaaS tool where they can ask as many customers as they wish, as often as they wish, do it globally, and then have a dashboard where they can, of course, dice and slice the data."
• "There's an underlying dissatisfaction, unfortunately, but they can't, of course, everyone's being polite and often over lunch or the like, but they don't have that data."

Keywords: Claus Nielsen, CX Facts, customer perception data, banking relationships, customer satisfaction, SaaS tool, real-time feedback

Chapters

• 00:00 Introduction
• 01:32 Issues with Customer Perception Data in Banking
• 06:16 The Importance of Customer Experience
• 12:10 Targeting Treasury and Banking Teams
• 19:25 Trends in Customer Feedback