Big Data – Getting Smarter with Customer Engagement
Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.
The proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner. However, what is described above isn’t a totally unreachable utopia—it is the result of a smarter customer engagement strategy.
I recently wrote an article about this for Customer Think. Through enhanced employee engagement, automated agent guidance, and customer engagement, organizations can move away from the challenge of big data to the opportunity of developing a positive overall customer experience that creates a strategic differentiator for an organization.
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