Root your technology decisions in quantifiable, verifiable evidence — invest in a customer insights and analytics program.
Making uninformed decisions always introduces risk. Yet, CX leaders frequently decide on technologies, staffing, and operational processes absent the necessary data.
Take, for example, companies that promote and staff for digital-first interactions with their customers—without feedback about customer preferences or the analytics to show whether those channels improve business metrics. They could be wasting resources and risking customer satisfaction.
To ensure technology decisions are rooted in reality, CX leaders must invest in a customer insights and analytics program. They can leverage customer feedback by correlating it with key metrics, such as employee performance or specific Key Performance Indicators (KPIs), revenue, costs, and employee productivity to name a few.
Gathering Customer Insights
Companies can gather crucial information from their customers using a variety of methods, including interactive (1:1 interviews, focus groups, or live chat); responsive (survey tools, online reviews, SMS snap polls, social media, or kiosks); and implicit (website or call data statistics, artificial intelligence reports from sentiment analysis or Natural Language Processing).
When asked which are most valuable, those that involve direct interactions with customers, as opposed to passive methods including website statistics or IoT/embedded devices, rise to the top. The most valuable method is 1:1 conversations, cited by 24.8% of companies, followed by non-AI-enabled surveys (19.1%), AI-enabled surveys (11.5%), focus groups (10%), and live chat (8%), according to Metrigy’s Customer Insights and Analytics 2023-24 global research study of 579 companies.
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Metrigy’s Robin Gareiss takes us on a short tour of her latest CX research study, which takes a deep dive on customer insights and analytics. She shares unexpected findings, success metrics, and more.
Though many companies are implementing self-service, many interactions require live agent support. Which technologies improve the success of live agent support? How can AI help identify interactions that may require voice, video, or screen-sharing support from live agents? This webinar, based on Metrigy’s Customer Experience Transformation 2022 research study.
Customer Experience Transformation (Ep. 3): Live Interactions – When and Why?
Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy
Air Date Date: May 26, 2022
Time: 11:00 am ET
Nearly two-thirds of companies have CX transformation initiatives underway—not surprising given customer satisfaction is the top business priority among businesses globally. What’s more, companies are spending 3% of their revenue on technology related to improving CX. With this additional focus, service standards and customer expectations are on the rise.
That’s why it’s vital to empower their customer service and sales representatives to deliver micromoments in every customer interaction. The problem is, most organizations aren’t effectively empowering their agents, tracking their performance, or taking action on customer feedback. By giving agents the ability to create great moments with customers, both leave the interactions very pleased, resulting in high customer ratings and low employee turnover.
During this webinar, Metrigy CEO Robin Gareiss and NICE inContact Director of Product Marketing, Mark Ungerman will provide clear recommendations on steps you need to take now to empower your agents to deliver the instant gratification customers demand with every interaction. We will address the following:
- How can you empower your agents to deliver instant gratification in all interactions—sales, support, and service—over any channel?
- What tools, training, and feedback do you need to improve your agents’ ability to help your customers?
- How can you measure results efficiently—and provide guidance in real-time based on AI-impowered analytics that indicates an issue?
- Even within self-service interactions, you can deliver instant gratification. But as the customer journey takes them to live agents, what are some key tips to making that escalation seamless and successful?
- How can knowledge management bases help both customers and agents—and how can AI ensure your knowledge base is optimal?
- What technology integrations are vital to success?
Instant Gratification: Micromoments Boost Customer Loyalty
Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy
Mark Ungerman, Director, Product Marketing, NICE CXone
Air Date: February 3, 2022
Digital transformation accelerated by at least 5 years during the COVID-19 pandemic with 44% of companies having a CX transformation initiative complete or underway. Another 32% are planning to start one in 2022.
To understand the lasting consumer impacts of CX digital transformation, it is essential to look at where their journeys truly begin. Customer journeys don’t start with a face-to-face interaction at a store, branch office, or when the customer initiates a call with an agent. They’ve already interacted on various digital channels, including your website, mobile apps, review websites, 3rd party communities, and virtual assistants.
It’s vital to understand customers’ digital preferences and their experience along their entire journey. Only then can you see what’s working well—and what’s not—and where you can gain competitive advantage.
The right contact center platform connects these new digital journeys with enhanced self-service, AI-driven channels, and real-time analytics that enable CX leaders and their teams to drive a loyal and lasting relationship with customers. This reaches far beyond just a great service moment.
Join Robin Gareiss, Metrigy CEO & Principal Analyst, and Chris Bauserman, NICE VP Marketing, CXone from NICE inContact, in this informative and time-sensitive discussion to learn:
- New journeys: Where will consumers start their new ‘digital first’ journey, and how do customer engagement teams need to reorganize?
- New agent skills: How should you hire, train, and leverage your staff when engagement moves beyond traditional ‘break fix’ calls.
- New data insights: With more data than ever about the customer experience, how do you harness and make the most of it?
3 Critical Customer Service Changes for 2021-2022: Are You Ready?
Presented by: Robin Gareiss, CEO and Principal Analyst, Metrigy
Chris Bauserman, NICE VP Marketing, CXone, NICE inContact
Date: July 20, 2021
Time: 12:00 pm ET
