Institution blind spots
You know the score, but not always what is driving it, where friction is forming or what should be fixed first.
Human-Centered CX. AI-Powered Intelligence.
Customer Recovery & Experience Intelligence for African Financial Services
Skimatik helps financial institutions understand customer experience, identify where customer value is being lost, recover inactive relationships, and translate CX intelligence into measurable business outcomes.
Institution Intelligence
Understand
Market Intelligence
Compare
Skimatik
Signal
↓
Value
Recovery Intelligence
Recover
Connect customer signals to decisions, recovery actions and measurable outcomes.
The intelligence gap
Customer data is everywhere. Actionable intelligence is not.
Financial institutions already collect feedback, transactions, complaints, service data and customer behaviour. The harder problem is connecting those signals to decisions and outcomes.
Market blind spots
You know your NPS or satisfaction score, but may not know what that performance means against the wider market.
Recovery blind spots
Inactive and dissatisfied relationships may be recoverable, but the barriers, ownership and recovery journey are often fragmented.
Outcome blind spots
An action can be marked complete without proving that the customer confirmed resolution, returned or restored economic value.
Three intelligence layers
One customer. Three levels of intelligence.
Skimatik connects what is happening inside the institution, what it means against the market, and where recoverable customer value is being lost.
01Recovery Intelligence
Flagship product
ReActivate™
Identify recoverable inactive relationships, understand the friction preventing return, coordinate recovery journeys and measure whether productive activity is restored.
Identify → Prioritise → Engage → Reactivate → Measure
02Market Intelligence
Flagship product
Financial Services CX Pulse™
Build market context around customer-reported NPS, satisfaction, ease, trust and resolution across relevant financial-services categories.
From internal score to market context.
03Institution Intelligence
Flagship product
CX Vitals™
Measure, diagnose and monitor the institution's own customer experience so leaders can identify weaknesses, prioritise action and track improvement.
Measure → Diagnose → Prioritise → Improve
From signal to value
Move beyond reporting. Connect intelligence to action.
ListenCustomer and operational signals
→
DiagnoseUnderstand drivers and friction
→
CompareAdd market context
→
ResolveAssign accountable action
→
RecoverRestore relationships
→
MeasureVerify business outcome
Flagship products
Technology and intelligence built around real financial-services problems.
Recovery Intelligence
Recover relationships—not just accounts.
ReActivate™ goes beyond outbound messaging. It helps institutions identify which inactive relationships are worth recovering, surface barriers to return, coordinate action and verify renewed activity.
- Target dormant and inactive populations
- Support owned recovery journeys and approvals
- Expose data, KYC and process barriers that prevent recovery
- Measure renewed activity and model potential economic value
Market Intelligence
Know what your CX score means against the market.
Financial Services CX Pulse™ is a continuously developing customer-reported market signal across financial-services categories. It complements deeper periodic studies with more frequent comparative context.
NPSSatisfactionEaseTrustResolution
Comparisons are subject to transparent sample thresholds and methodological controls; the Pulse is not presented as a national census or a substitute for deeper industry studies.
Institution Intelligence
See what your CX metrics are actually telling you.
CX Vitals™ provides a structured workspace for measuring, diagnosing and monitoring the institution's own experience performance. CX HealthCheck™ sits beneath it as Skimatik's diagnostic methodology.
- Structured maturity and health assessment
- Prioritised improvement actions
- Management and executive reporting
- Snapshot and trend tracking
Strategic advisory
Technology becomes more valuable when the operating model around it works.
Skimatik's advisory capability helps institutions interpret intelligence, design the right intervention and translate CX strategy into execution.
CX Measurement & VoC
NPS, CSAT, Ease/CES, survey design, journey measurement, governance and closed-loop measurement programmes.
CX Measurement Assurance
Independent review of methodology, evidence, controls and reporting so leadership can rely more confidently on published CX scores.
CX Technology Strategy & Selection
Start with the problem, operating model and measurement requirements before selecting the platform.
Closed-Loop CX Recovery
Design accountable resolution and recovery workflows that distinguish internal closure from customer-confirmed resolution.
CX HealthCheck™
A structured diagnostic engagement delivered through CX Vitals to identify capability gaps and prioritise improvement.
Skimatik Methodologies & IP
NPS³™, TriNPS™ and TrustQ™ support Skimatik's research and measurement approach; claims are governed by evidence and methodology maturity.
How we work
Clear thinking. Practical execution.
We meet institutions where they are, focus attention on the highest-value gaps and build a route from evidence to action.
01
Diagnose
Understand the customer, process, data, measurement and ownership gaps.
02
Design
Shape the right measurement model, workflow, technology and governance for the operating reality.
03
Deploy
Put the solution to work with clear roles, integration boundaries, controls and adoption support.
04
Improve
Track what changed, verify outcomes and use evidence to refine the intervention.
Founder perspective
Built from a practitioner's experience.
Benjamin Nwoye
Founder & Managing Director, Skimatik Concepts
After more than a decade working in customer experience measurement, analytics and transformation within financial services, Benjamin repeatedly encountered the same problem: organisations were collecting more customer feedback than ever, but the connection between measurement, operational action and commercial value remained weak.
Skimatik was created to close that gap — combining customer recovery, institution intelligence, market intelligence and practitioner-led advisory to help financial institutions move from customer signal to measurable business outcome.
13+ years hands-on CX experience159+ CX/EX studies deliveredFinancial services practitioner foundation
Primary market
Built for the realities of financial services.
Skimatik is focused on the customer, operating and measurement challenges of African financial institutions.
Commercial Banks
Fintechs & PSBs
Microfinance Banks
Pension Fund Administrators
Cross-Border Fintechs
Selected Skimatik advisory capabilities may also support other customer-intensive sectors where there is a strong problem fit.
Insights
Thinking across recovery, market and institution intelligence.
Practitioner-led perspectives on customer recovery, CX measurement and financial-services intelligence.
Founder's Desk
Why Skimatik — and why African financial services need locally grounded CX intelligence
The thinking behind Skimatik and the gap between customer measurement, operating action and commercial outcomes.
Read insight →Recovery Intelligence
How Banks Can Turn Dormant Accounts Into Active Value
Dormancy can reflect friction as much as disengagement. The recovery question is who can return, what blocks them and what happens next.
Read insight →Institution Intelligence
Why NPS Should Be Linked to Revenue and Retention
A score is useful; accountable action and behavioural evidence are what make it commercially meaningful.
Read insight →From customer signal to measurable value
Understand the experience. Recover the relationship. Measure what happens next.
Tell us what problem, opportunity or programme you are working on. We will help you determine the most useful starting point.
Talk to Skimatikcontact@skimatik.com