1 minute read
By Susanne Pitts
Posted in Customer Engagement
The world is even more complex than it was a short year ago. It’s never been more important to gather customer feedback “in the moment.”
A new set of recommendations from McKinsey, based on the importance of leveraging predictive analytics, sums up the situation this way: “CX programs of the future will be holistic, predictive, precise, and clearly tied to business outcomes.”
As Verint’s Eric Head notes in his recent blog, that’s the future Verint customers have been living in for a long time. Our time-tested, predictive approach to CX has been helping organizations collect and act on comprehensive customer experience data—and the engine that powers those solutions has been an ever-advancing predictive analytics methodology.
McKinsey authors say what’s really needed are immediate signals that can be used to take quick action to create relevant experiences for each customer.
We couldn’t agree more.
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