IN DEVELOPMENT
COMPANY-WIDE DECISION INTELLIGENCE
Connect customer signals with business performance.
TMN Insight+ includes everything in TMN Insight and adds agreed business data and relevant internal information.
With TMN+, your customer signals are connected with operational and financial outcomes to help leaders understand what may be affecting business performance, where to focus and what effect an action could have.
Customer conversations
Business data
Relevant internal information
TMN Insight+
Customer conversations reveal the problem.
Business data shows how it relates to performance.
A customer may describe a delayed delivery, a confusing invoice or a product problem. On its own, the conversation shows the experience. Combined with operational, commercial and financial information, it becomes possible to examine how the issue relates to cost, revenue, churn, customer experience, contact demand and efficiency.
TMN Insight+ is being developed to connect these perspectives in one decision process.
Information connected across the organisation
Customer conversations
Calls, emails, chats and support cases provide direct evidence of what customers experience and why they contact the organisation.
Business data
Information from agreed sources such as CRM, finance, orders, ERP, logistics, product and operational systems provides the business context.
Relevant internal information
Agreed sources such as internal emails, documents and meeting recordings can add context about decisions, processes and coordination when relevant and appropriately governed.
TMN Insight+ analyses and connects information from these sources within an agreed scope.
Connect influencing factors with business outcomes.
TMN Insight+ is designed to identify factors such as customer friction, process gaps, product defects and weak internal coordination, then examine how they relate to outcomes such as:
Revenue
Cost
Customer churn
Customer experience
Contact demand
Handling time
Operational efficiency
The analysis distinguishes a relationship from a likely driver and a confirmed cause. The strength of the conclusion depends on the available evidence.
From company overview to underlying evidence
1
Company overview
See the changes and business outcomes that require leadership attention.
2
Business area
Identify where the change is concentrated and which part of the organisation is affected.
3
Process or problem
Examine the process, friction or failure that may be driving the outcome.
4
Underlying evidence
Review the conversations, records and supporting information behind the analysis.
Choose the outcome.
Compare the possible actions.
The same problem can be approached differently depending on the goal. TMN Insight+ is being developed to recommend actions for a selected objective and show:
- Why the action is recommended
- Which evidence supports it
- The expected effect on the selected outcome
- The uncertainty in the assessment
- Which measures should be tracked after implementation
Agreed information for a defined purpose.
Sources, access, retention and use are defined with each organisation. Internal information is included only when relevant to the agreed decision purpose and subject to the agreed access, retention and use controls. The product is designed to support organisational decisions, not employee surveillance.
IN DEVELOPMENT
TMN Insight+ is under development.
The product direction is defined, and the development model is clear: TMN Insight provides the foundation, while additional business and internal sources extend the analysis across the organisation. Current product discussions focus on relevant use cases, data availability, governance and the business outcomes the product should support.
Help shape the company-wide view your leadership team needs.
Discuss the questions, data sources and business outcomes that would make TMN Insight+ valuable for your organisation.