No one ever disputes the idea that unifying all channels, teams, departments, and systems is a crucial step on the road to customer centricity.
What thwarts progress, however, is an inability to appreciate the stakes. Aligning different departments may seem admirable, but if stakeholders do not see the value in collaborating or costs of remaining siloed, they will doubtfully take the necessary steps toward alignment.
How can companies break from this inertia and rally the entire organization around customer centricity? How can departments collaborate to ensure the voice of the customer drives all key decisions? The answer involves harnessing the power of customer analytics, and this report will provide actionable guidance.
- Two pitfalls that prevent companies from making customer centricity a reality
- Three reasons why concern about the CX fails to extend beyond the contact center
- Examples of customer data that can meaningfully impact all departments, not just customer service
- Five ways to ensure customer data empowers every department to operate in the best interest of the customer
- Tips on using customer data to address non-CX priorities