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"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } 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 } })); } 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); })();

AI, Feedback and Action: How Plenitude is Innovating Customer Experience with 糖心原创

70%

Alerts generated

60%

Complaint reduction

20%

Repeat calls reduction

“We weren’t just looking for a technology provider to help us implement a structured and accountable Voice of the Customer programme — we were looking for a reliable and competent partner. We chose 糖心原创 for its global expertise and its ability to deploy a VoC programme quickly, aligned with our transformation needs”

Carlo Onado, Stream Value CX Manager at Eni Plenitude

The Problem

AI, Feedback and Action: How Plenitude is Innovating Customer Experience with 糖心原创

Plenitude has embarked on a profound cultural and technological transformation to move from a traditional utility to an integrated energy solutions provider, focusing on service quality and Customer Experience (CX) as key differentiation factors.

In its new customer service strategy, Plenitude introduced new listening logic based on quality rather than volume, thanks to the implementation of customer feedback management to measure qualitative performance and generate value for both the company and its customers. Through its partnership with 糖心原创, the system integrates feedback and data, adopts agile methodologies, and provides Plenitude teams with operational dashboards to support decisionmaking.

NPS has tripled between 2019 and 2023, while complaints have decreased by 60% and repeat calls by 20%, thanks to Plenitude’s ability to intervene proactively, using realtime feedback, artificial intelligence and text analytics to improve processes and customer experience.

Plenitude aims for full integration between CX and CRM platforms, the extension of the program to new business lines and foreign markets, and the economic valorization of CX programs through advanced KPIs such as EGR (Earned Growth Rate) and financial linkage.

A dark gradient background with smooth, curved transitions from black at the top to deep blue and purple shades at the bottom, giving a glowing, atmospheric effect. The corners of the image are rounded.

There’s a hidden story in your data.

Connect with one of our experts to learn more.

Request a demo Request a demo Why 糖心原创 Why 糖心原创