Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics
Customer experience is a strategic focus at most organizations; no longer is the contact center executive primarily focused on operational efficiencies. The contact center plays an important role that contributes to the top and bottom line. Still, many companies find customer experience a difficult path to navigate, with many obstacles including changing customer behaviors and increasing expectations, huge volumes of data from multiple channels, not to mention a complex technology ecosystem and organizational structure that is not optimized to address today’s customer experience challenges.
New technologies and innovations are enabling organizations to improve customer experience and drive positive business value. David Gustafson of Mattersight and guest presenter Kate Leggett of Forrester Research will share information about some of these new approaches for capturing, analyzing and unlocking value from employee-customer interactions to impact customer service, loyalty and lifetime value. Mattersight and Forrester Research will share learnings and quantified business case results from a recent commissioned Total Economic Impact study outlining how Mattersight Behavioral Analytics has been used by leading companies to capture, analyze, predict and drive business value from customer and employee interactions.
The webcast is designed for customer service or contact center executives and will cover:
- Today’s customer experience landscape and the challenges you need to be aware of in order to succeed
- A summary of how Mattersight Behavioral Analytics has helped improve customer experience at four companies
- Research findings from Forrester’s Total Economic Impact study
Register for this webinar to receive a complimentary copy of Mattersight's Behavioral Analytics Total Economic Impact commisioned study conducted by Forrester Consulting.
Presenters:
Kate Leggett
Principal Analyst
Forrester Research
David Gustafson
Vice President, Marketing and Product Management
Mattersight
