About XPENG
XPENG is a global technology company and electric vehicle manufacturer with a mission to shape the future of mobility through intelligent technology. Our collaboration is with XPENG’s Danish organization, where customer experience is a key priority. At the heart of this work is a strong focus on customer centricity: listening closely to customers, understanding their needs, and using those insights to continuously improve the customer journey across sales, service, and ownership.
The challenge
XPENG receives thousands of customer interactions across its growing retail and service network. The challenge was turning this feedback into actionable insights fast enough to support a rapidly evolving business. Understanding what works, where customers experience problems, and how experiences differ across stores required time-consuming analysis. XPENG needed a faster way to bring the customer voice into daily decisions and turn insights into concrete actions.
The solution
Deepdots introduced automated, in-depth analysis of XPENG’s NPS and CSI feedback, combined with AI Search. Teams can ask questions in natural language directly across thousands of customer interactions and get answers within minutes. This allows XPENG to understand differences between stores, identify improvement opportunities, and create targeted coaching plans, turning customer feedback into actionable insights for better and faster decisions.
“With Deepdots, we can ask questions in natural language across thousands of customer interactions and get actionable answers within minutes.”
– Sam Kavossi, Customer Experience Manager
The results
Customer insights are now available to XPENG within minutes instead of requiring manual analysis and reporting. Teams can quickly understand what is working, where customers experience problems, and how performance differs across stores. These insights are used directly to qualify new initiatives, create targeted coaching plans, and give leaders a stronger foundation for improving performance. Customer feedback has become an active input into everyday business decisions.
“Deepdots helps us turn customer insights into concrete improvements across our stores, teams, and customer experience.”
– Sam Kavossi, Customer Experience Manager
About XPENG
XPENG is a global technology company and electric vehicle manufacturer with a mission to shape the future of mobility through intelligent technology. Our collaboration is with XPENG’s Danish organization, where customer experience is a key priority. At the heart of this work is a strong focus on customer centricity: listening closely to customers, understanding their needs, and using those insights to continuously improve the customer journey across sales, service, and ownership.
The challenge
XPENG receives thousands of customer interactions across its growing retail and service network. The challenge was turning this feedback into actionable insights fast enough to support a rapidly evolving business. Understanding what works, where customers experience problems, and how experiences differ across stores required time-consuming analysis. XPENG needed a faster way to bring the customer voice into daily decisions and turn insights into concrete actions.
The solution
Deepdots introduced automated, in-depth analysis of XPENG’s NPS and CSI feedback, combined with AI Search. Teams can ask questions in natural language directly across thousands of customer interactions and get answers within minutes. This allows XPENG to understand differences between stores, identify improvement opportunities, and create targeted coaching plans, turning customer feedback into actionable insights for better and faster decisions.
“With Deepdots, we can ask questions in natural language across thousands of customer interactions and get actionable answers within minutes.”
– Sam Kavossi, Customer Experience Manager
The results
Customer insights are now available to XPENG within minutes instead of requiring manual analysis and reporting. Teams can quickly understand what is working, where customers experience problems, and how performance differs across stores. These insights are used directly to qualify new initiatives, create targeted coaching plans, and give leaders a stronger foundation for improving performance. Customer feedback has become an active input into everyday business decisions.
“Deepdots helps us turn customer insights into concrete improvements across our stores, teams, and customer experience.”
– Sam Kavossi, Customer Experience Manager
