Identifying CX Gaps Is Step One; Fixing Them Is What Matters

Customers don’t just experience your brand, they evaluate it. Every click, every delay, and every interaction leaves an impression. If there’s friction, they won’t tell you. They’ll just leave. But how do you fix what you can’t see?

That’s where Humii comes in: real mystery shoppers, real transactions, real insights. They evaluate over 200 data points across the customer journey—checkout experience, delivery speed, service responsiveness, and more. The result? An unfiltered view of how your business performs in the real world.

But insights alone don’t drive change. Action does.

From Data to Action: How Liveware Closes the CX Gaps

Most businesses get lost in the data. They see the numbers but don’t know what to do next. Liveware makes it simple. Using our People, Process, Technology, and Data framework, powered by AI, we turn insights into a roadmap for real improvement.

People

Customers engage with your team before they engage with your brand. If Humii’s data reveals slow response times or inconsistent support, Liveware ensures your frontline teams are trained and equipped to deliver. We make sure to embed best practices for seamless service. Liveware delivers results through our global delivery centres, combining optimised processes and world-class tech solutions with the best talent in the industry.

Process

CX breakdowns often stem from broken workflows. If customers abandon their carts or struggle with post-purchase support, it’s not just a tech issue—it’s a process issue. Liveware identifies friction points, simplifies workflows, and ensures every touchpoint is optimised for efficiency and ease.

Technology

The right tech solutions enhance employee empowerment and help to delight your customers. Likewise, AI and automation should enhance CX, not complicate it. We help businesses integrate intelligent solutions, smart chatbots, real-time support, and predictive analytics to keep customers engaged, reduce wait times, and drive seamless experiences.

With Humii’s real-world insights combined with Liveware’s expertise, we ensure technology is deployed strategically—optimising digital touchpoints, refining self-service options, or leveraging AI-driven sentiment analysis to personalise interactions.

Data

You don’t need more reports, you just need the right insights. Humii provides the data, and Liveware turns it into action. We analyse trends, uncover patterns, and create strategies that improve customer retention, optimise costs, and drive revenue growth.

The Difference Between Stagnation and Growth

Many businesses believe they’re delivering exceptional customer experiences—until the data tells a different story. The truth? Gaps exist, and they’re driving customers away.

73% of social media users say they’ll buy from a competitor if a brand doesn’t respond quickly.
— Sprout 2025 Customer Index

CX leaders don’t just observe; they act. That’s what sets leaders apart from the rest. By combining Humii’s real-world insights with Liveware’s expertise, businesses don’t just spot the issues—they fix them, fast.

You’ve got the data. Now, let’s put it to work.