Prediction: The future of CX - Rachel Diebner, David Malfara, Kevin Neher, Mike Thompson, and Maxence Vancauwenberghe, McKinsey

 Today, companies can regularly, lawfully, and seamlessly collect smartphone and interaction data from across their customer, financial, and operations systems, yielding deep insights about their customers. Those with an eye toward the future are boosting their data and analytics capabilities and harnessing predictive insights to connect more closely with their customers, anticipate behaviors, and identify CX issues and opportunities in real time. These companies can better understand their interactions with customers and even preempt problems in customer journeys. These benefits extend far beyond the people typically thought of as “customers”—to members, clients, patients, guests, and intermediaries. Early movers in the world of customer-experience analytics herald a fundamental shift in how companies evaluate and shape customer experiences.

Read the full story by

RELATED READS
7 Phishing Awareness And Anti-Phishing Tips For The Education Sector 5 Techniques To Reinforce Knowledge Retention In Compliance Online Training And Break The Boredom
We are updating our Privacy Policy, so please make sure you take a minute to review it. As of May 25, 2018 your continued use of our services will be subject to this new Privacy Policy.
Review Privacy Policy OK