The Leader's Guide to Data-Driven CX

Once upon a time, before 6.5 billion people had smartphones in their pockets, customer service and support were more of an art than a science. Agents had to get by on good old-fashioned communication skills, a dash of intuition, and a fair bit of luck.

But today, with readily available tech powered by AI and big data, companies can deliver faster, easier, and more personalized experiences than ever. In fact,?research by McKinsey ?shows that data-driven organizations are 23 times more likely to acquire customers, six times as likely to retain customers, and 19 times as likely to be profitable as a result.

By tapping into experience data, you can build a better understanding of your customer that allows you to:

• Design, deliver, and continually refine a journey that leaves customers satisfied (personalized, fast, friendly, and low-effort)
• Improve the agent experience by making it easier and more enjoyable for them to do their jobs well
• Identify opportunities to automate and streamline contact center operations, saving the business time and money
• Get the results your senior leaders care about

Without actionable insights based on experience data, CX leaders struggle to make the right decisions. To gain insight on the full step-by-step process of achieving data-driven CX, and to improve your data-driven decision making, read the full article below: