User feedback is one of the most valuable assets an organisation can harness. It provides actionable insights that help bridge the gap between perception and reality, ensuring your products and services evolve in line with user needs.

At CGI, we help organisations unlock the power of user experience (UX) data to enhance service quality, increase satisfaction, and drive efficiency. By focusing on continual improvement, we empower businesses to adapt to changing market trends, technology, and user expectations, ensuring long-term success.

A strong UX strategy is especially critical within the digital workplace. Employees rely on seamless, efficient, and user-friendly technology and tools to collaborate, perform tasks, and deliver value. By ensuring workplace systems and interfaces are intuitive and responsive, you can boost productivity, engagement, and operational efficiency.

 

Why prioritise user experience?

A user-centric approach is no longer just an advantage – it’s a necessity. 

By leveraging user insights, you can future-proof your digital workplace and services, enabling user-focused transformation that enhances both usability and business impact.

Strong UX design and data-driven decision-making impacts:

  • Customer satisfaction and loyalty – Satisfied users are more likely to remain engaged with your brand, reducing churn and enhancing retention.
  • Operational efficiency and cost savings – Well-designed UX reduces errors, minimises support enquiries, and lowers training costs.
  • Business agility – Using real-time insights, organisations can rapidly adjust services to align with evolving customer expectations.

 

Our approach to UX transformation

CGI’s user experience team provides the tools and expertise to optimise every interaction with your organisation. We focus on:

  • Experience level agreements (XLAs) – Moving beyond traditional service level agreements (SLAs), XLAs measure service quality and user sentiment, helping businesses prioritise experience over availability.
  • Real-time user experience dashboards – CGI’s RTX dashboards, powered by our INTERACT methodology, provide instant access to UX insights, enabling proactive issue resolution before issues impact users.
  • Feedback platform – Customer Thermometer is a streamlined, one-click feedback system that increases response rates, providing real-time sentiment analysis and actionable insights to improve user experience.
  • Customer personas – We segment users based on their unique needs, helping to tailor UX strategies.
  • Optimised IT support and service desk interactions – Ensuring your analysts deliver more effective and relevant support based on user behaviours.
  • Predictive analytics – Nexthink anticipates and resolves issues before they impact productivity, reducing downtime and improving digital workplace efficiency.

 

Explore how our UX expertise can transform your digital workplace:
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