1 minute read
By Shannon Latta
Posted in Customer Engagement
A new framework for CX executives consolidates and visualizes experience data to drive fast, smart CX decisions.
You likely follow a CX metric like customer satisfaction (CSAT) or NPS®. Every organization does—they are critical indicators of customer experience. But like most CX leaders, you lack certainty about where and how to prioritize improvements—from tactical hot fixes to operational changes or strategic investments.
And it’s not going to get easier.
More data than ever is coming in. Journeys are changing and channels are expanding. CX executives tell us they’re spending far too many hours cobbling together experience data from multiple channels and siloed departments to inform decision making. And throwing more money or analysts at the problem isn’t a solution—it’s what decision makers do when they don’t know what else to do.
What’s needed is a standardized approach to data integration, analysis, and visualization. That approach must allow senior executives to practically use large volumes of data to actively improve the quality of customer interactions.
This framework needs to include all the inputs from all your channels—behavioral, attitudinal, and inferred, from your physical shop to your sites and apps and all of your contact center engagements. The missing element isn’t one thing; it’s seeing everything. It’s on-the-ground-level data with the structure and clarity to drive both operational- and strategic-level decisions across departments.
Intrigued? Read my full blog.
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