Consistent service across every interaction
Deliver the same standard of care and communication at every touchpoint — so clients always know what to expect and your team always knows what to do.
What Customer Experience solves
Poor client experience rarely comes from one bad moment. It comes from inconsistent processes, disconnected handoffs, and no feedback loop.
Inconsistent service handoffs
When clients move between workers, teams, or channels, context gets lost — and the client feels it.
No feedback loop
Without structured satisfaction tracking, you find out about service failures from complaints — not from data.
Standards that exist on paper only
Service guidelines are documented but not enforced. Quality depends on the individual, not the system.
What you get with Customer Experience
Service standard enforcement
Embed service protocols into workflows so the right steps happen automatically — regardless of who's involved.
Omnichannel interaction tracking
See every client touchpoint — calls, emails, portal, in-person — in a single timeline.
Client satisfaction surveys
Trigger feedback requests at key moments and collect structured responses against each service record.
Satisfaction scoring
Track NPS, CSAT, or custom satisfaction metrics at client and cohort level over time.
Escalation management
Surface at-risk clients and trigger intervention workflows before dissatisfaction becomes a complaint.
Experience reporting
Understand service quality trends across teams, regions, and client segments.
Built on Dynamics 365 Customer Service & Customer Voice
Built on Microsoft Dynamics 365 Customer Service with Customer Voice for feedback, Copilot AI for interaction summarisation, and Power Automate for process enforcement.
Connects to the Sognos platform
Book a Demo
Schedule a 45-minute call to see how Sognos can unify your operations and boost efficiency.
Choose a date
May 2026
0%
Reduction in Scheduling Time
0×
Faster Compliance Reporting
0%
Quality Standard Compliance