GDX Analytics and Reporting Platform

The business problem

Enterprise CX organizations operate under constant pressure to act faster, scale consistently, and prove impact. Yet insight is fragmented across tools, operational context is missing, and accountability breaks down leaving teams reporting performance instead of improving it.

Core challenges include:

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Disconnected CX, audit and operational data
Data sits in silos, limiting end-to-end visibility
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Multiple dashboards, no single source
Conflicting dashboards create confusion and misalignment t
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Slow prioritisation of improvement actions
Priorities take too long without clear impact signals
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Limited visibility across regions and partners
Regional and partner performance is hard to compare
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Weak ownership and governance at scale
Accountability breaks down across large, distributed teams

Our solution

GDX is Sonata CX’s analytics and action platform for enterprise, multi-site organizations. It unifies CX, audit, and operational data into a single, governed environment enabling teams to analyze performance, prioritize issues, and assign actions with clear ownership, escalation, and auditability.

Solution pillars include:

  • Unified CX and operational data
  • Role-based insight and dashboards
  • Driver, trend and variance analytics
  • Closed-loop action management
  • Enterprise-grade governance controls
Analytics Discussion

Key features

Normalized data across CX and audits
Standardize CX and audit data for analysis
Hierarchy-based views by role and market
Role-based views across markets, regions, and partners
Driver analysis for root-cause clarity
Identify root causes and key experience drivers
Variance detection across regions and sites
Detect outliers and variance by site or region
Action assignment with deadlines and escalation
Assign owners, deadlines, and escalation for delays
Audit trails and access control built-in
Track changes with secure access and full audit trail
Standards and questionnaire versioning support
Manage versions for standards and questionnaires centrally

Benefits and outcomes

✓
Single CX source of truth
One platform for trusted CX performance insights
✓
Comparable insight across markets
Consistent benchmarks and comparisons across all markets
✓
Faster trend and driver identification
Spot trends and drivers quickly with analytics
✓
Owned, tracked CX actions
Actions have owners, deadlines, and measurable progress
✓
Audit-ready governance and control
Strong controls with audit-ready governance built in
Team discussion

Client success stories

Thought Leadership 
and Insights