Intellimark Hub is the platform our consultants built to take an organisation from listening to acting. These pages explain what each part of Hub does, so you can see how it would fit your programme.
Built for what happens after the report
Most research ends with a report. Hub is built around what happens next: feedback is collected, analysed, routed to the person who can fix it, and measured again to see whether the fix worked.
Hub is modular. Each module can run on its own, and modules share one set of customers, surveys, topics, people and permissions. A finding in one place can become a case, a plan or a report in another without exporting anything.
How Hub works
| Stage | What it covers |
|---|---|
| Listen | Surveys, web intercepts, reviews and public mentions, in the languages your customers, employees and residents actually use. |
| Understand | Topics, drivers, root causes and predictions, with the evidence behind each number and a clear line between measured and estimated. |
| Act | Cases with owners, action plans with targets, and follow-up surveys that check whether the customer recovered. |
| Govern | Roles, module access and row-level scoping, so a store manager sees their store and a regional director sees their region. |
The modules
Research
Collect feedback from customers, employees, residents and website visitors, and turn it into results people can act on.
- Customer Experience: a complete feedback programme across locations, accounts and journeys.
- Employee Experience: confidential employee listening, by team.
- Voice of the Citizen: resident surveys for cities and counties.
- Digital Experience: website analytics, session replay, heatmaps and intercepts.
- Brand Performance: brand tracking from awareness to advocacy.
Analytics
Explain what is driving the results, predict what comes next, and connect experience to customer behaviour.
- Root Cause Analysis: why customers are unhappy, and whether the fixes work.
- Reputation Intelligence: public mentions, reviews and competitors in one view.
- Account Health Score: one health score per B2B account, in your CRM.
- Predictive Satisfaction Score: estimate satisfaction for every customer, not only respondents.
- Churn Modeling: which customers are likely to leave, and why.
- Experience to Impact: do loyalty and customer spend move together?
- Customer Lifetime Value: predict each customer’s future value and act on it.
Acting on feedback
Give every finding an owner, a deadline and a way to check whether it worked.
- Closed-Loop: turn unhappy responses into owned, tracked cases.
- Action Plans: improvement work with owners, targets and a verdict.
AI
Conversation and research tools that use AI where it saves time, and show their sources when it matters.
- Service Experience: every customer conversation handled well, and counted as CX evidence.
- Synthetic Data: directional research with AI personas, before fieldwork.
The platform
The foundations every module shares: access control, security, languages, data in and out, and reporting.
- Access and governance: roles, module access and row-level scoping.
- Security and privacy: eU hosting, isolation, encryption and data subject rights.
- Languages: surveys, reports and the interface in your audience’s language.
- Integrations and data: getting data into Hub and results out of it.
- Moving to Hub: bring your history from Medallia, Qualtrics and others.
- Reporting and dashboards: scheduled reports, dashboards and notifications.
- Mobile app: hub on iPhone and Android.