Master the evolving art of data-driven CX
Today’s steady stream of data is gold for your contact center operations. Yet mining and shaping it into effective tools to drive accelerated growth for your business remains a constant challenge.
In this practical guide, written with customer experience (CX) leaders and contact center managers in mind, we’ll explore the evolving art of crafting data-driven experiences. This encompasses experiences that use data to delight customers with personalized precision, inspire contact center employees with gamified insights and create more efficient business operations overall. By the end, you’ll have gained a deeper understanding of the new tools and strategies your organization might require to enhance automation and deliver a consistently fluid customer experience.
In a 1999 interview, a young entrepreneur named Jeff Bezos explained the secret to his eCommerce company’s sudden success. “If there’s one thing Amazon.com is about, it’s obsessive attention to the customer experience,” he said. Obviously, his strategy worked — and pioneering applications of data, automation and artificial intelligence (AI) famously informed every step of the way.
It’s never too late to start advocating for a more CX-“obsessive” approach within your organization. Anyone who grasps its mission-critical importance can — and should — pick up that banner and lead the charge. Your customers will thank you. But creating a powerfully optimized, data-driven customer experience is, of course, easier said than done. The dot-com heyday of 1999 was a simpler time.
This article is posted at genesys.com
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