Machines Boil the Ocean, Humans Analyse – How to Use Customer Analytics for CX and Business Process Excellence
Bo Young, Nick Sellers, Steve Hurst
Available on demand
8th October at 12PM GMT
Delivering CX excellence and smooth business processes is a vital part of differentiating in today’s busy markets. Without these, even great products and services do not stand out. But, in many cases, companies don’t know what their customers’ service experience is, and how their processes, systems, and scripting ignore the customer’s need while pursuing business goals. At best, this leaves a taste with the customer and, at worst, betrays the brand promise and risks opening the door to customer defection and lost revenue. Through careful analysis comes the clarity and understanding that guides business leaders to make the right choices – change of approach, tweaks and adjustments, investment in technology and expertise.
In this webinar with Bo Young, Executive Director, Customer Analytics at Sykes Enterprises, Inc., and Nick Sellers, Senior Director, Strategy and Marketing, we’ll cover how Customer Analytics is being used to achieve business goals in a customer service and CX environment. Sharing methods and case examples from around world, you will learn:
– How human analysis is used to pinpoint moments of truth in the customer service journey
– Methods applied to provide direction and insights into business process and culture changes
– The extent to which adherence to basic principles can transform customer interactions
How customer issues can be identified upstream of the contact centre and resolved across workstreams
Join us for an interactive and engaging exploration of what must happen early in the process of CX transformation.