We’re holding a virtual customer event tomorrow on How to Deliver Data-Driven Experiences. We’ll talk about the ever-increasing role of data in developing effective CX strategies with leaders and experts from Teleperformance, VANAD Engage and Early Friday, and of course, QuandaGo. The event takes place tomorrow from 10:00 – 11:30 CET. You can register here!
If you’re looking for more reasons to incorporate a data-driven approach into your customer experience strategy, check out these recent stats from PwC:
- Nearly 80% of consumers point to speed, convenience, and knowledgeable services as the key factors for delivering positive customer experiences.
- 73% of consumers rank customer experience a critical factor in their purchasing decision.
- 59% will leave a company after multiple bad experiences—even if they love the company or product.
What do all these success factors have in common? They can all be dealt with by implementing a sound data-driven CX strategy, along with the solutions to help you get there. If you’re looking to do more with data to improve the experience for your customers and agents, read on for some useful insights and advice:
- Do away with data silos: Breaking down the walls between data sources inside (and outside) of your company is a smart first step to being more data-driven. Nowhere is this challenge more evident than in the contact center, with agents often searching for information across 5 systems or more to answer customer questions. Companies must bring together fragmented information to create a unified, 360 degree view of the customer, including information from sales, the contact center, website interactions, marketing contacts, and any other customer touchpoints.
- Unleash the power of AI and machine learning: The more data you analyze, the more business value you get out of it – that part is simple. The big breakthrough with AI and machine learning lies in their ability to help us analyze massive amounts of data, far more than with previous technology and solutions. Uncovering the vital customer insights in today’s tsunami of customer data that gets generated on a daily basis is a requirement to be successful. As a result, CX leaders must tap into the power of AI and machine learning (ML) to keep up and ensure that they are extracting the highest levels of business intelligence from the data analytics efforts.
- Move from reactive to proactive: We’ve talked about proactive contact for years. Finally, it’s here. Being truly personalized and proactive requires being able to accurately predict what the customer may need or want next. This could come in the form of a pitching new product offer or offering a product discount to resolve a bad service experience. Success requires leaving your legacy reactive approach behind and moving to a predictive model that taps into the power of customer data.
If you’d like to explore this topic further, join us tomorrow for our virtual event on how to deliver data-driven experiences. Register here!