Drive your customer experience at 360°

For a seamless journey

Customer experience (CX) is not just about customer satisfaction. It needs to be managed beyond a simple indicator to gain a cross-functional view, involving your customers, mobilizing your employees, and rethinking your internal processes.

Improve my customer experience

Create a smooth and seamless experience

Align the three dimensions essential to CX management (customers, employees, company)

You can’t aim for excellence in customer experience without working on perceived quality (customer satisfaction) and produced quality (culture and customer focus).

Identify your customers' expectations and thus identify areas for improvement
Adapt your organization and processes to these expectations
Instill a true customer-centric culture among your employees

Nos solutions pour piloter les 3 dimensions de l'expérience client

Pour offrir une expérience client différenciante et durable, il est essentiel d’agir sur trois leviers clés : l’écoute client, l’engagement des équipes et l’optimisation des outils et processus.
Enov vous accompagne dans l’analyse de ces trois dimensions pour vous aider à piloter l’expérience client de façon globale, cohérente et transversale.

Bringing out the customer's voice

to identify areas for improvement

✓
Satisfaction survey
✓
Feedback management
✓
Customer expectations audit

Engage your employees

around a strong customer culture

✓
Customer culture audit
✓
Mirror survey
✓
Symmetrical attention approach
✓
Customer coffee breaks

Optimize your company's organization, processes, and tools

in line with CX culture

✓
Quality monitoring – CRC
✓
Mystery shopping surveys
✓
Product quality audit
✓
Customer feedback system audit
✓
Customer journey mapping

Improve my CX

Integrating AI for enhanced customer listening

Enov integrates Artificial Intelligence as a lever to better collect, understand, and act on customer expectations:

Verbatim analysis / automated semantic analysis
Automatic synthesis of multi-channel feedback
Proactive detection of irritants and weak signals
Predictive satisfaction scores
Dynamic FAQ via chatbot
Detection of weak signals

Optimize my CX

Our expertise in guiding your customer experience strategy

Sector expertise

Thanks to our sector-based organization at Enov, we have in-depth knowledge of your market and its cultural and organizational specificities, enabling us to offer you support tailored to your challenges.

100% integrated production chain

Our production chain is 100% integrated (telephone, online, face-to-face, social sampling, quality recruitment), which ensures agility in the management and implementation of your projects and optimal hybridization of measurement/collection systems, audits, etc. across the three dimensions of CX.

The agency by Enov

Benefit from comprehensive support to transform the lessons learned from your CX projects into engagement levers, thanks to targeted communication strategies and deliverables designed to disseminate and embody the customer experience across all your touchpoints.

An agile and robust working method

An agile and robust working method
At Enov, our human-scale structure is a real asset. It allows us to be responsive, flexible, and fully committed to working alongside you. This proximity promotes a detailed understanding of your challenges, rapid adaptation to your needs, and smooth collaboration on a daily basis.

This operational agility is based on proven methods designed to manage the customer experience in all its complexity. Our rigorous yet adaptable processes ensure the quality of the systems we put in place, the reliability of the results, and a real impact on your customer journey. We combine flexibility and high standards to help you build a consistent, fluid, and sustainable CX.

Optimize my customer experience

Benefit from personalized support tailored to your challenges

Using a research institute to measure customer experience allows you to go far beyond simply collecting feedback, which is often insufficient and can sometimes lead to misinterpretations:

Human expertise to interpret weak signals and contextualize data
Adaptation of tools and questionnaires to specific targets, objectives, and challenges
Strategic analysis to identify real levers for action
Implementation of a measurement system aligned with your actual customer journey
Long-term support, with identification of pitfalls to avoid and relevant indicators to monitor

Optimize my customer experience

Enov, marketing research institute

Specializing in supporting your CX needs

At Enov, we place people at the heart of every study to help brands make informed decisions. Our 110 experts, based in Paris, Lyon, and Shanghai, design tailor-made solutions combining qualitative, quantitative, and digital methods. We combine collective intelligence and continuous innovation to transform insights into concrete actions. By working with us, you benefit from an agile, performance-oriented approach tailored to your marketing and sales challenges.

Know more about Enov

FAQ

We offer customized support structured around three pillars: listening to the customer’s voice, employee engagement, and optimization of internal tools and processes.
Each intervention is tailored to your challenges, your industry, and your level of maturity in terms of customer experience.

We work with large organizations that want to make customer experience a real performance driver. We mainly work with research departments, marketing departments, customer experience departments, and senior management.

Thanks to our sector-based organization, we can address the specificities of your sector: automotive, banking & insurance, consumer goods, beauty & wellness, retail, telecoms & IT, transport & mobility, and energy.

In order to provide you with the best possible support and identify where action is needed, we conduct an audit of your existing processes and tools. Contact us to carry out this audit and receive a personalized analysis and support.

Our studies are designed to make a difference and help you achieve your goals. That’s why we integrate activation workshops, dashboards, and customized deliverables tailored to your objectives through our integrated agency, to facilitate the dissemination and adoption of insights.

The budget and completion time depend on several factors: scope of the study, type of target(s), data collection method(s), etc. Our approach will always be tailored to best meet your objectives and constraints.

Our other solutions

Market & Customer
Innovation
Brand & Communication