A Data-Driven Approach to Delight Customers

Customer experience (CX) executives must keep up with changing buyer needs and behavior to excel in today’s ultra-competitive marketplace. This report will highlight the top priorities that are driving CX programs in 2017 and beyond. We’ll specifically discuss how a group of top performing businesses use a data-driven approach to alleviate the challenges impacting their ability to delight customers.

Read this report to learn:

  • The #1 challenge CX executives face is balancing the dynamics brought forward by customer empowerment.
  • Best-in-Class are more than twice as likely to provide employees with real-time access to relevant customer data.
  • Best-in-Class are 38% more likely to have established an infrastructure to deliver Omni-channel customer conversations.
  • 55% of businesses use 10 channels to interact with customers.
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Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

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Lessons Learned from Transitioning to Automated Agent Scorecards
Lessons Learned from Transitioning to Automated Agent Scorecards

Learn how two organizations converted from manual agent scoring to analytics-powered automated scorecards, ...