J.D. Power Teams with Centric Digital to Expand Digital Customer Experience Intelligence Solutions

J.D. Power, the global leader in data analytics and consumer intelligence, announced it has formed an alliance with Centric Digital, a leader in digital intelligence, to jointly develop a range of new customer experience measurement and digital intelligence solutions.

The collaboration was formed to address the growing challenges businesses face addressing digital transformation. Together, J.D. Power and Centric Digital will harness deep customer experience data to fine tune digital offerings on everything from website and mobile app user interface to the biggest digital stumbling blocks. The focus will be on industries that include automotive, financial services, insurance, travel and hospitality, utilities, technology, telecommunications and healthcare.

Drawing on the respective areas of expertise of each organisation, the alliance will leverage J.D. Power data and analytics solutions and deep industry expertise and Centric Digital automated data collection technology, machine learning and natural language processing to unstructured data across a brand’s digital footprint including web, mobile and social media.

The combination delivers a unique solution for generating the digital experience insights companies need to improve operations, raise Net Promoter Score, raise Customer Satisfaction and compete more effectively against an increasingly disrupted market.

“Every company serving customers in every industry today is a digital company,” said Bernardo Rodriguez, Chief Digital Officer at J.D. Power. “For some, that transition to larger segments of their customer populations interacting solely through digital channels has been smooth. For others it has been life-threatening. Increasingly over the past several years, we’ve observed a trend we call the ‘digital dilemma,’ whereby companies make huge investments in digital technology only to find those investments impede their ability to connect with customers in a meaningful way. Our work with Centric Digital, enables us to bring forth best practices and behavioural insights that are making it much easier for businesses to manage this challenging transition.”

“J.D. Power data and consumer insights provide a critical customer perspective on a brand’s digital experience,” said Jason Albanese, Chief Executive Officer at Centric Digital. “When combined with Centric Digital’s measurement of hundreds of digital standards across thousands of brands, it creates an unmatched solution that will benefit enterprises around the world.”

Source: J.D. Power

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