3. Can we use data proactively to identify customer insights, issues and future opportunities?
When you’ve got the right information, you can unlock telling visibility into the reasons why customers call or browse, the problems they face most often, their intentions and a wealth of equally important intel. With the right capabilities in place, you can transform that data into valuable insights, better operations, smarter sales and compelling experiences now and down the road.
Proactively analyzing WiFi quality and speed for existing customers can bolster sales conversations with important insight. The right data-mining tools empower customer service teams with the ability to spot trouble quickly and reach out to customers before they call to complain. Using the predictive capabilities of machine learning or artificial intelligence allows you to get ahead of customer needs and proactively offer solutions. Always-on analytics allow you to personalize customer experiences by giving you a head’s up on what services or solutions they are likely to need next.
How strong is your data collection capability now? Are you doing enough to translate the data you have into strategies, offerings and conversations that could improve the customer experience?
Employing data-driven tools like process mining can help you stay ahead of evolving customer needs. Use it to inform next steps, assess what’s working, and correct course along the way. Translate stats and numbers into customer experiences that resonate.