Data analysis continues to be a polarizing experience for brand marketers and communicators—it provides a wealth of metric-focused info and insights about consumers, but few organizations are able to process the immense collection of data available to them. New research from CX technology and services provider TTEC Holdings examines new ideas, best practices, and real-world examples of customer experience excellence in action from industry innovators—helping communicators understand how data insights impact real people.
Digital, social, interaction, transaction, behavioral, unstructured, real-time and historical are just a few of the relevant data resources that can be successfully leveraged to create insights through intelligence. This latest issue of the firm’s Customer Strategist Journal describes key strategies and tools that allow companies to unlock crucial insights that lead to exceptional customer experience.
“Data complexity continues to grow with the evolving world of digital, AI, automation and IoT, and companies too often see this growth as a barrier to success,” said Tony Tsai, chief innovation and information officer at TTEC, in a news release. “With the right tools, technology and process in place, brands are able to harness the power of their data resources to deliver value to their customers and their business.”
This issue, Data Insights are Human Insights, describes how voice of the customer, data visualization and customer analytics tools are improving customer experiences through insight.
With GDPR going into effect just a few short months ago, companies are working feverishly to comply with data access rules that weren’t contemplated in most digital systems when originally designed, developed and implemented. Customer data security, privacy concerns and compliance may be top of mind but for many leading brands, data insights are an equal priority. When used properly, actionable insight can strengthen customer relationships, optimize business processes, and influence new innovations.
“A strategic focus on creating a data and analytics ecosystem is key to unlocking insights and future value streams,” Tsai added. “When these insights are operationalized, brands begin driving exceptional omnichannel customer experiences.”
Articles in this issue include: