How-to Guide: How to Predict Customer Intent
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In order to provide consumers with exceptional experiences that boost customer satisfaction and retention in a digital world, it’s essential for organizations to strive for a deep understanding of customer intent (and the technology, strategies, and trends involved).
Predicting customer intent effectively is a competitive advantage that should serve as a response to rising consumer expectations, as well as make customer service operations run more efficiently, cutting costs and driving revenue. Tapping into the advantages of predicting customer intent requires three primary components that we we'll discuss.
Featuring CCW Digital's latest research, as well as first-hand insights from -
Lance Gruner, Executive Vice President, Global Customer Care, Mastercard, Alison Lichtenstein, Head of CX Design, Dow Jones, Elcenora Martinez, Global Vice President, Digital, AI and Cloud Product Marketing, Genesys, and Micah Solomon, bestselling author, Forbes contributor, “the world's #1 customer service turnaround expert” by Inc. Magazine – we'll cover:
• How to use personalization to increase revenue
• How to use AI and automation to cut costs
• How to empower agents to enhance productivity
