Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics

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Behavioral Analytics is being used by leading organizations to improve customer/employee interactions and advance customer experience. In a commissioned Total Economic Impact study, Forrester Consulting found that four Mattersight customers used their service to optimize the productivity of their customer service organizations, increase customer satisfaction, increase revenue and manage risk potentially generating a nearly 5X ROI and a 6 week payback period.

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