Customer intent has become key for companies looking to optimize experiences in 2022. Setting a fixed goal of improvement is no longer an option in the hectic customer experience environment, so finding new ways to understand customer behavior is now critical to succeed. As customer expectations continually evolve, companies are working to stay one step ahead by actively predicting, analyzing and acting on customer intent.
The challenge, however, is that these efforts may not currently be translating to CX success. According to new CCW Digital research, only 14% of customers feel that most of their brand experiences are personalized. While still in the beginning stages of implementation, it seems that companies are failing to distribute and organize this customer insight in an intuitive way. To successfully support customers and deliver tailored experiences, companies must be equipped to piece together the customer’s individual journey and analyze their deeper intent.
Recognizing customer intent is the first step in delivering better customer experiences, but implementing mechanisms to effectively deliver on these data points is critical for larger CX success. Finding the right style, content and moment to deliver support will ensure that organizations are delivering the heightened level of service customers now expect.
In this comprehensive how-to guide, we will cover:
- The importance of customer intent
- Tips on how to actively predict and understand it
- Solutions to effectively act on the most relevant customer data and insights