Behavior and Experience: The Next Wave of Customer Analytics
CRM and customer data management have been widely implemented. The data is being used by many companies to provide an internal view of the customer and optimize interactions via techniques like “Next Best Offer,” but the 360 degree view still has a blind spot: how the customer views their interactions with you. To see this, you need to look deeper at their behavior and view interactions from their perspective. With this view you can begin to optimize customer interactions across all channels, doing the right things at the right times.
Attendees will learn:
- The missing perspective in customer data
- The proper view to take when developing new metrics and measurements
- The impacts of customer satisfaction on the bottom line
- Scenarios where customer experience data can be used to improve satisfaction