Organizations find it incredibly challenging to collect, access, and analyze data to provide real-time insights and leverage it for exceptional CX.
Time and again data is touted as the magic ingredient in CX success. Yet, organizations find it incredibly challenging to collect, access, and analyze data to provide real-time insights and leverage it for exceptional CX.
1. IoT is the preferred solution for capturing data seamlessly and automatically.
IoT provides a neural network of sensors that are capable of collecting large volumes of data and subsequently processing them. Given the multitude of touchpoints from where data is collected, IoT provides a sophisticated data capture strategy that enables in-depth views of the customers, their journeys, and buying behavior.
The data can be subsequently analysed to deliver insights that can help improve your CX capabilities. It can be integrated into service layers for better accessibility and one-click integration.
3. User-generated data
User-generated data is a premium commodity and therefore CX executives often leverage gamification strategies to collect it by offering rewards. Collaborations and partnerships can prove effective when gathering data and insights that can boost your ability to deliver an exceptional customer experience.
A superior customer experience is now the new normal. Customers are expecting better service, delivered swiftly, with high efficiency. They want a seamless experience which means the collection, integration, analysing, and actioning of the data needs to be prioritized.
The data touchpoints can be anywhere in the customer's journey – website visit, purchase, inquiry via call center, interaction via social media, yet the mechanism by which the data is collected is important.
Eventually, how your data is analysed and the responses crafted to make all the difference between an efficient and amazing CX.
How can customer data and insights lead organisations towards customer-centricity? Read on.