Innovation means doing something differently, and improvement means doing something better; both practices consistently drive future technology investments. With customers holding businesses to higher and higher standards, companies must invest in the customer experience.
That’s where customer analytics comes in. Customer service analytics gives businesses the insights necessary to improve customer experiences. According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer insights in order to cultivate effortless customer experiences. With more data, you can explore things like: how a support interaction translates into a sale, how a marketing campaign drives education, or how a product update influences support outreach.
But how do you know what to do with all that data, and what matters most? When handled with care, analytics can lead to increased response rates, customer loyalty, and even ROI—think reduced campaign costs through more relevant offers and messages. Gartner’s report, The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical, offers insight into the data strategies and customer service metrics that matter for improving the customer experience.
We believe customer service analytics are the key to turning customer insight into action, and as strong supporters of innovation and improvement, we’re hosting Gartner’s The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical for a limited time.
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Gartner The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical, Nick Ingelbrecht, Olive Huang, Julie A. Meyer, 5 May 2016.