Nathan Nickens

Senior Analyst & Conference Director Customer Management Practice

Tuesday, August 25, 2020

Tuesday, August 25th, 2020

11:00 AM Actionable Customer Analytics (working lunch)

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.