Every day, customers leave a trail of information to tell you what they want, feel, and dislike. Every phone call, chat, website visit, social post, and online review generates billions of datapoints into what they did, why they did it, and how they felt.
Imagine a world in which each of those markers, from every interaction, are automatically translated into
actionable insights that drive innovation in every corner of the organization.
A 100% response rate. And you haven’t had to ask a question.
Today’s customers traverse an increasingly complex omnichannel landscape spanning digital, physical locations, contact centers, and more.
The sheer volume of data they’re generating has proven overwhelming for traditional CX programs to handle, leaving many unable to capitalize on a goldmine of experience data, instead delivering disjointed journeys as customers move from one channel to the nex.
As a result, organizations are unable to answer fundamental questions about the customer experience, like.
What parts of the experience are broken?
- How is it affecting satisfaction and retention?
- How much is it costing in lost revenue and
operational inefficiencies? - What is the risk from compliance issues?
- What improvements need to be made to fix it?
This article is posted at qualtrics.com
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