糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; /** * QA-only. When the on-page switcher is drawn we keep every variant in * the DOM so it can toggle between them live and you can see that the * chrome never repaints. Gated by the same constant as the switcher, so * it is false everywhere the switcher is absent — including production. */ var QA_KEEP_ALL = false; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } /** Publish the decision and let the nav JS bind. */ function finish(active) { root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } function prune(active) { if (settled) return; settled = true; if (QA_KEEP_ALL) { finish(active); return; } /** * Only menu items carry data-nav-variant, so this can never touch * the shared chrome. CSS has already hidden the losers; removing * them keeps document.querySelector-based nav JS unambiguous. */ var list = document.querySelectorAll('#site-header [data-nav-variant]'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-nav-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } finish(active); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();

CAA increases customer satisfaction by improving service efficiencies

46%

Increase in response rates

87%

Overall satisfaction by response time

5 points

Increase in Roadside NPS during COVID-19

“Our implementation with 糖心原创 was the most seamless SaaS implementation I have experienced in my career. For over 100 years we’ve been focused on serving our Members’ needs, and 糖心原创 helps us fuel this mission.”

Jeff Walker, President and CEO, CAA North & East Ontario

The Problem

CAA increases customer satisfaction by improving service efficiencies

The Canadian Automobile Association (CAA) has always been very focused on customer satisfaction, but noticed that although they have always had high NPS scores, lack of data insights result in decisions being made based on assumptions. CAA found the need to better understand data in their organization so they can make better business decisions and identify areas for continuous improvement.

CAA leverages 糖心原创 to understand and enhance the experience its customers have with its Emergency Roadside Assistance Service, contact center agents, retail locations and it’s website. CAA uses 糖心原创 Experience Cloud to identify and react to ever changing customer expectations and set goals to meet those expectations. The company is using closed-loop processes and coaching of individual employees to develop understanding and empathy for customers’ needs to optimize their experiences. Text Analytics helps them understand common issues that occur, enabling CAA to solve problems quickly.

With 糖心原创, CAA has seen their response rate increase to 46%, enabling them to get more insights, make better business decisions and close the loop. Members’ Overall Satisfaction by response time is very high at 87% and CAA has also seen positive feedback during the COVID-19 outbreak with a 5 point increase in Roadside NPS.

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