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Special Report: Customer Intent



Brian Cantor
06/25/2020

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Why do contact centers so frequently subject customers to long wait times, repetitive questions and frequent transfers? Why can't they deliver what their customers want?

The answer is simple - they do not know what their customers want right now, let alone what they will want the future. They lack insight into customer intent.

With rising customer expectations and emerging digital channels only exacerbating this challenge, it is time to take action. It is time to implement better strategies for capturing, analyzing and using customer intent throughout the experience journey.

This report will empower the necessary action, in turn yielding unparalleled customer centricity:

• Definition of customer intent, and how it relates to channel preference

• 3 steps for better understanding customer behavior, sentiment and expectations

• 6 ways insight about customer intent fuels a better CX

• Tips for tailoring journey maps and proactive engagement to customer intent

• Tips for increasing customer lifetime value

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

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