There's an infinite number of things your customer contact team should do. But how do you definitively determine team priorities? More importantly, how do you empower bots and employees to make the right decisions in critical moments of truth? The answer lies in actionable customer analytics. Not simply “prescriptive,” actionable intelligence acts as a team enablement tool. As a result, actionable analytics lead to greater satisfaction, sales, marketing conversions and operational efficiency. In this session, we will uncover a 5-step actionable analytics journey, the most pressing customer data challenges, critical contact center insights you must measure and action today, and key requirements for an actionable customer analytics strategy.
Principal Analyst, CCW Digital Director
Senior Analyst & Conference Director
Customer Management Practice