Case Studies

Actual Experience provides customers like Accenture, Verizon, Vodafone with Analytics-as-a-Service. This is a unique and revolutionary service to manage and improve employees and customers user experience in today's fragmented, changing and complex digital environments. We go beyond the raw measurement provided by other vendors. Actual Experience enables you to proactively manage your Digital Supply Chain, identifying and fixing issues that directly affect productivity and your company's success

Key service provider use cases

Rapidly resolve digital experience issues Get customer deployments right first time Continually improve digital service delivery

Quickly and accurately diagnose and take action to resolve issues impairing users’ experience.

Model deployments to overcome implementation barriers and know with certainty that services are fit for purpose before go live.

Improve and differentiate on service delivery, and drive up client satisfaction, by proactively and continuously managing the quality of your users’ experience.

ROI includes:

  • Improve service recovery time
  • Catch emergent issues before they impact user experience
  • Rapid diagnosis of impairments in the digital supply chain
  • Accelerated identification of responsible supplier
  • Stronger accountability of third party suppliers
  • Actionable data to drive focused decisions
  • Deeper customer relationships leading to trust, loyalty and increased revenue

ROI includes:

  • Accelerate customer deployments and time to revenue
  • Protect margin by ensuring services are fit for purpose at the time of deployment
  • Improve service development and deployment to ensure services are delivered right first time, every time
  • Minimise the risk to reputation

ROI includes:

  • Differentiate and fine tune your service delivery approach
  • Reduce the costs associated with protracted issue resolution
  • Target with certainty infrastructure and network investments to improve service delivery
  • Optimise the right assets to drive efficiencies
  • Shift towards a more consultative customer approach
  • Strengthen customer relationships and satisfaction
  • Protect and grow revenue by improving customer satisfaction

Key enterprise use cases

By providing Actual Experience as a value-add analytics service or as part of your service management offering, you will enable your enterprise customers to boost productivity and enhance revenue.

Improve customer experience Enhance productivity Ensure ROI on digital investments Demonstrate the value of digital

Boost customer experience by monitoring and managing the digital experience quality of every customer-facing property from websites to products to portals.

Enhance productivity by improving the quality of every business critical service that employees rely on.

Ensure every investment in digital delivers business improvements by benchmarking and improving the quality of users’ digital experiences for every product and service.

Use Actual’s data as a new board level KPI to demonstrate the value and performance of digital to the whole business.

ROI includes:

  • Achieve a consistent digital experience quality
  • Ensure every change and investment in digital infrastructure delivers greater loyalty and revenue
  • Protect and grow revenue by improving customer satisfaction
  • Minimise reputational risk

ROI includes:

  • Monitor and manage digital experience quality for products and services, whether owned or managed services, commissioned by IT or not
  • Uphold SLAs and proactively manage suppliers
  • Improve supplier accountability
  • Reduce the time and costs associated with protracted issue resolution

ROI includes:

  • Ensure any new product or service will work better for every user, in every location, every time
  • Target with certainty infrastructure and network investments to improve digital delivery and customer experience
  • Optimise the right assets to drive efficiencies

ROI includes:

  • Present an objective, data-driven score of the digital experience quality of digital products and services
  • A new board-level KPI that enterprises can use to demonstrate the value of digital to the whole business
  • A new currency for IT departments to link Net Promoter Scores with digital experience quality and issues in the digital supply chain