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Ensure your organization is armed with the data to deliver a great customer experience across all channels in just two weeks. 80% of businesses think they deliver a superior customer experience.But only 8% of their customers agree.Why the disconnect? Because today’s customers are multi-channel.In fact, 74% of consumers use at least three channels to interact with big companies around customer service issues. Great data is the linchpin that drives better business decisions. Companies must leverage advanced analytics to become more customer-centric and unlock hidden value.
Overcome siloed channels
Identify data “black holes” along your customer journey
Improve the quality of your data
Implement omni-channel analytics
Our Customer Experience Analytics Kickstart follows four key steps:
First, we evaluate the maturity of your existing CX Analytics. Using our CX Analytics Framework, we assess your CX landscape, including Business Drivers, Channels, Owners/Stakeholders, System of Records and KPIs. Additionally, we gauge your technical maturity across architectures, in terms of Data Access; ETL (Extract, Transform and Load) for systems of record, data storage and governance, Natural Language Processing (NLP) and Machine Learning (ML), and analytical visualization.
The second step prioritizes your business need by ranking concepts based on Business Impact, Organizational Readiness, and Ease of Implementation. Next, we identify your CX Analytics impact “Hot Spots” across Sales Effectiveness, Customer Satisfaction, Contact Center Efficiency, Customer Churn, Compliance, and Product Quality.
Lastly, our ML Readiness Roadmap fills any gaps, and phases and prioritizes IT projects and tactics based on their alignment to business needs, IT readiness, and cost. This proven process ensures the end result is realistic and easily obtainable.