Deep-Inside the last 24 months

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Deep-Inside the last 24 months

How Deep-Insight is Tranforming CX Delivery

What has changed – and why it matters:

The past 24 months have been a turning point at Deep-Insight. Behind the scenes, we’ve completely rethought the way in which we deliver customer experience (CX) insights to our customers in the B2B space. As a result, we now have a (significantly) faster, more agile and more intelligent approach to enable you to understand your customers.

In 2024, we decided to re-establish the Product Management role within our organisation as a core strategic function. This was not just an internal shift, it was done as a direct response to a crystal clear message that we received from our clients:

Act faster to deliver even sharper insights.

 

Our customer’s feedback: the driving force behind our transformation

We’ve used your feedback as a driving force for all the changes we’ve made recently. Over the past 1-2 years we have worked closely with B2B leaders and conducted a series of in-depth interviews to really understand how they envision the customer experience landscape changing in the future. Our findings were consistent:

    • Businesses need real-time, actionable CX insights
    • Agility is no longer optional, but critical
    • Legacy tools are holding teams back

We took this feedback and advice seriously – and we acted on it.

 

What we’ve improved: CX platform innovations

As a result of everything we learned, we decided to first review the technical capabilities of the tools we were using. We wanted to relay the foundation on which we run our programmes and such we implemented the following:

  1. A faster, more intuitive survey experience, providing respondents with:
    • A clean, modern interface
    • Simplified navigation between questions
    • Faster overall response time

The result? The same reliable customer feedback data but delivered with less friction.

 

  1. The introduction of Deep-Dive Studio – our new CX analytics platform

This has to be the biggest leap forward that we’ve taken in years. This powerful analytical dashboard is specifically designed for understanding B2B customer experience insights. With this new platform, we have unlocked:

    • Real-time access to completion rates during the live survey period
    • Faster, flexible insight generation
    • Advanced analysis for in-depth understanding
    • AI-powered sentiment analysis

It helps us and our customers with actionable outputs for both account level changes as well as driving organisational strategy. In short, it transforms raw data into decision-ready intelligence.

 

  1. Greater flexibility and customisation for complex B2B environments

No two B2B organisations are the same, and your CX tools shouldn’t be either. In the past, we used rigid tools, but that period has come to an end. Our new technology allows us to:

    • Adapt to bespoke client requests
    • Go beyond our standard frameworks
    • Respond quickly to the evolving market conditions

All in all, this means that you get a CX programme tailored to your business, not a one-size-fits-all model.

Why this matters for CX leaders

If you are responsible for CX in a B2B environment, you are likely feeling an ever-increasing pressure to:

    • Demonstrate return on investment (ROI) from CX
    • Deliver insights faster
    • Ensure feedback is aligned with strategic decisions

We have designed our transformation with this in mind and can help you from moving from data collection into driving real impactful change.

 

What’s next?

This is just the beginning. Our product team is committed to continuous improvement – testing, learning and evolving alongside our clients. You can expect further innovation as we continue on this journey to push the boundaries of what is possible at Deep-Insight when it comes to B2B customer experience management.

 

Get involved in our journey

If you’d like to:

    • See our new CX tools in action
    • Explore how CRQ and Deep-Dive Studio can support your business
    • Share your own ideas or challenges
Get in touch

We’d love to hear from you – your inputs fuel our progress.

Get in touch for a demo or a conversation about your CX goals—and let’s shape the future of B2B customer experience together.

Fabienne Falvay

Product Manager

Introducing: Employee Relationship Quality

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Introducing: Employee Relationship Quality

Employee Relationship Quality (ERQ)

New Product Launch: Employee Relationship Quality (ERQ)

Deep-Insight is delighted to launch a new Voice of the Employee service, specifically aimed at companies with 100-500 staff: Employee Relationship Quality (ERQ™).

Why 100-500 staff?

Our research shows that most companies with 1,000 or more employees have systems in place for capturing the voices of both employees and customers. That’s not the case for mid-market companies, specifically those with 100-500 employees, where many companies have no mechanism for understanding what their staff think of them.

This is a product launch that has been a couple of years in planning, and has involved a significant amount or research and discussion with HR professionals across Europe. We would specifically like to thank the following for their time and input:

Setting Up An Effective Employee Feedback Programme

So how do we set up and run an effective employee feedback programme?

Let’s start with a few basics:

  • Confidentiality. An effective employee feedback programme must be confidential so that employees can feel safe to speak openly and honestly. At the same time, it must deliver the level of detail and clarity required for leadership to drive meaningful change.
  • Methodology. We need to measure the right things for today’s employees. Today’s workplace is different – more remote working, less job security, greater tendency to ‘job hop’ and so on – and we need to reflect these changes in the work environment in the questions that we ask.
  • Frequency. All of our research suggests that the big annual employee survey is no longer enough. At a minimum, get feedback twice a year, or supplement an annual survey with more frequent pulse surveys on specific topics.

Deep-Insight has been capturing the voice of the employee for years but is now launching a new offering aimed specifically at this 100-500 employee market: Employee Relationship Quality (ERQ™).

ERQ is an independent and confidential way of getting employee insights that help you drive customer experience (CX) in your organisation. The ERQ model is based on eight drivers and takes into consideration the challenges of today’s world and aims to understand if your teams are set up for success. For example, it takes a close look at employees’ Wellbeing by measuring if they can maintain a sustainable work-life balance and if they feel a sense of job security. It also adds includes questions around Success and Support.

These eight drivers are all critical components of the current-day employee relationship.

The Eight Drivers of Employee Relationship Quality

Today’s employer-employee relationships can be complex, so we need to analyse how well we are doing on eight different dimensions:

  1. BENEFITS aims to understand if you as an organisation are meeting your employee’s basic needs. It looks at the following sub-drivers: Pay and Opportunities.

  2. SUPPORT aims to understand if you are offering your employees the required guidance and training to do their job. It looks at the following sub-drivers: Onboarding, Development and Environment.

  3. SUCCESS looks at if your employees have the tools required to do their job and if they feel a sense of agency over their role. Sub-drivers of success are: Agency and Satisfaction.

  4. WELLBEING aims to understand if your employees are satisfied with the work-life balance provided and if they feel a sense of teamwork and appreciation. It’s sub-drivers are: Work-Life Balance, Collaboration and Job-Security.

  5. CULTURE aims to understand if you provide your employees with a respectful and safe working environment. The sub-drivers of culture are: Safety, Respect and Inclusion.

  6. TRUST aims to understand if your employees feel a sense of trust and if they feel like they are being treated fairly, with honesty and integrity. The sub-drivers are: Honesty, Integrity and Fairness.

  7. COMMITMENT looks to understand if your employees feel proud to be a part of your organisation and a sense of loyalty to stay with you long-term. The sub-drivers are Pride and Loyalty.

  8. CUSTOMER FOCUS aims to understand if your employees see your organisation as one that puts its customers first. The sub-drivers are Customer Care, Reliability and Responsiveness.

Interested?

Contact Us

 

If you would like to set up an Employee Relationship Quality (ERQ) programme, we’d love to talk!

DWF wins “Best CRQ Score 2023” Award

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DWF wins “Best CRQ Score 2023” Award

No ballots or voting in this category, just facts!

DWF, a long-standing customer of ours, has been awarded Best CRQ Score in Deep-Insight’s “Excellence in CX” Awards this year.

We will always be the first to say that great Customer Experience should NOT be about scores only. It’s about much more than that. However, this year we want to recognise DWF for their amazing Customer Relationship Quality (CRQ) scores regardless as they have been consistently rewarded with glowing reviews from their clients as part of the CRQ programme.

With a CRQ score of 6.0 (as well as a Net Promoter Score of +62) we can call this a truly phenomenal set of scores. On top of this, DWF is notorious within Deep-Insight for struggling to get their clients to give any negative feedback at all – a true testament to how much their clients value their relationships with DWF!

I’ve personally been involved in DWF’s CRQ journey from the start and I always look forward to working together on the programme as they are such a pleasure to work with. The extreme care they show their clients carries on throughout their whole organisation.

This year, Fiona Lynch was also part of the Deep-Insight team that ran the CRQ programme for DWF. Fiona adds:

“DWF has a dynamic, engaging team and I really enjoyed working with the team this year. Their collaborative approach and the high standard of deliverables they provided during the CRQ programme make it easy to see why they receive such great CRQ scores. DWF is the well-deserved winner of our highest CRQ score award this year.”

Sir Nigel Knowles is CEO of DWF, having previously served as Chairman of the Group from September 2017 to May 2020. Sir Nigel Knowles shared:

“We are very proud of this award from Deep-Insight which reflects the exceptional client relationships we have been able to develop thanks to the hard work, dedication and excellence of our colleagues.

The valuable insights provided by Deep Insight are helping us to go even further, continuing to enhance the way we support our clients.”

Huge congratulations to everyone in DWF who work so hard on a daily basis to provide clients with an amazing experience. A special shout goes to Karen Lees and Marcin Sus for driving the CRQ programme internally and making the client census programme such a success!

Fabienne Falvay

 

About DWF

DWF is a leading global provider of integrated legal and business services. They deliver Legal Services, Legal Operations and Business Services to their clients.

Find out more about DWF at dwfgroup.com.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to establish and operate world-class Customer Experience (CX) and Employee Experience (EX) programmes.

For more information, go to deep-insight.com or email us at sales@deep-insight.com.

My new role as CX Product Manager: anyone up for a coffee and a chat?

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My new role as CX Product Manager: anyone up for a coffee and a chat?

You may have had a peak at Rose’s blog from a few weeks ago regarding the results of our latest CRQ™ assessment. We received a ton of positive feedback from our customers, and it is clear they love what we do for them, so much so that they want more! 

So why am I re-iterating what Rose already shared in her previous blog? Well as part of Deep-Insight’s response to the 2023 CRQ feedback, a new role within the team has been announced: Product Manager. 

I am super excited and proud to share with all of you that I will be taking on the role of Product Manager at Deep-Insight!  

Who am I?

Some of you may know me from the projects we have worked on together over the past few years, but for those of you who do not know me yet, here’s a little bit about me: 

My name is Fabienne, I am originally from the Netherlands but have been living in beautiful Ireland for over 7 years now. I have been part of the Deep-Insight team for nearly 5 years and … I am a BIG fan of a good cup of coffee, so when it comes to my new role within Deep-Insight, this is exactly where I intend to start…. Coffee! 

I’m not being silly here, I actually do believe that it is key that I start my new role talking to you, our past, current and future customers. I want to understand more about how you see Deep-Insight and where you envision us to be in the next few years. How can we assist you further on your CX journey as well as in reaching your business goals? 

I am thrilled to be starting my new role in the next year and cannot wait to see what the future holds for Deep-Insight!  

I’ll be spending the first few months in my new role chatting about all this in more detail with many of you and can’t wait to get stuck in 🙂 

Please free to reach out to me directly if you have some thoughts/ideas you’d like to share! 

Cheers,

Fabienne
fabienne.falvay@deep-insight.com

Fabienne Falvay

Everyday CX Day!

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Everyday CX Day!

Did you know that today is CX day?

Every year, on the first Tuesday in October, the CX community celebrates CX day, and this year that means it falls on the 4th of October. It’s a special year as well, being the 10th time that we will celebrate this day.

CX day is an initiative for us to celebrate those who dedicate their professional lives to listening intently to the voice of the customer and ensuring they put the customer first. It’s a day for us to put CX experts in the spotlight, and a company’s overall commitment to delivering an excellent B2B customer experience to all.

However, as great an initiative as CX day is, I cannot help but smile and hear my mom’s voice in the back of my mind when I hear people talking about ‘CX day’. When I was little, year after year, I tried my best to get her something special for Mother’s Day.

Did you know that today is CX day?

Starting with the classic breakfast in bed, for me to then level-up to more advanced handmade wooden spoon puppets, which I carefully crafted under the supervision of my primary school teacher. Ending in the ever-so-solid choice of a handwritten card and bouquet of flowers that I still stick to year after year. Yet, no matter what I get her, and how happy it makes her, she always manages to remind me that every day should be Mother’s Day. It’s not about gifts or a once-off occasion to make her feel special and appreciated, we should think about how we treat mothers every day of the year.

Of course, this yearly speech all comes with a massive wink and smile on her face, yet I cannot help the fact that my mind draws a comparison here when seeing ‘CX Day’ events popping up all over the internet.

I feel about CX day the way my mom feels about Mother’s Day: every day is CX day! Listening to the Voice of the Customer, providing an excellent B2B customer experience, and sharing best practices amongst our community on how to measure customer satisfaction should be front of mind all day, every day!

Whilst I truly appreciate the initiative and I think it is great that we have a day dedicated to CX, I think the CX community and practice of being a customer-centric organisation has changed so much over the past 10 years, it is now time to ensure that CX practices are embedded in our day-to-day operations across all aspects of the organisation. Ensuring we put the customer at the heart of everything we do, whether it be new product releases, updates, or training that you provide for staff. It all needs to circle back to how it adds value to your end customers, day in, day out.

So let’s take this 10th CX day and celebrate how far we have come as a community, share our best practices and results, but let’s move on from here and make every day CX day!