Next-Generation Customer Intelligence: New Opportunities for Improving Your CX, Strengthening Your Brand

Most contact center leaders trumpet data as the key to operational success. Few, unfortunately, are successfully leveraging data to elevate customer, employee, and brand outcomes.

Only 18% of leaders excel at using customer data to create better customer journeys. Most organizations urgently acknowledge the need to improve access to insights on agent performance and customer sentiment. Alarmingly, 51% of teams even lack consistent access to customers’ purchasing histories.

As customers seek better experiences, employees require better support, and business leaders seek better cost efficiency, contact centers cannot allow these data challenges to linger. Instead, they must elevate data to not only boost CX performance but achieve lasting business success.

Part three of our Contact Center Elevation Series, this Special Report is your roadmap to success. Topics include:

• Customer intelligence pitfalls and limitations that prevent seamless customer and employee journeys
• Five CX trends that are heightening the importance of robust intelligence
  Impact of the changing AI-human landscape on the way brands capture and use customer data
• New quality management standards and challenges – and how to address them with next-generation analytics
• Keys to looking “beyond the contact center” and making data the top contact center export