# 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.

## The problem

### What Customer Experience solves

Poor client experience rarely comes from one bad moment. It comes from inconsistent processes, disconnected handoffs, and no feedback loop.

1. **Inconsistent service handoffs**  
When clients move between workers, teams, or channels, context gets lost - and the client feels it.

2. **No feedback loop**  
Without structured satisfaction tracking, you find out about service failures from complaints - not from data.

3. **Standards that exist on paper only**  
Service guidelines are documented but not enforced. Quality depends on the individual, not the system.

## Capabilities

### 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.

## Platform

### 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.

## Works with

### Connects to the Sognos platform  
- [SognosCare](/content/products/sognoscare/index.html)  
  Care operations & compliance platform  
- [SognosRoster](/content/products/sognosroster/index.html)  
  Workforce scheduling & optimisation engine

### Book a Demo

Schedule a 45-minute call to see how Sognos can unify your operations and boost efficiency.

### Choose a date

#### June 2026

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