Combine experience, operational, and behavioral data across your systems of record and engagement to get the best insights. Customers are providing crucial signals each and every day in how they act and engage with your brand (or how they don’t).
For example, data from records captured in a CRM platform can be combined with other operational and observed behavior to not only uncover new patterns but also predict risk of churn.
By using a diverse signal field, you'll have a more complete understanding of behaviors which leads to new insights and a deeper understanding of customer expectations.
Using signals to better understand customer needs helps you expedite issue resolution. For example, incorporating signals like chat and messaging allows you to resolve issues as they happen. In addition to immediate resolution, incorporating robust customer data and AIpowered analysis provides richer insights and learnings over time to improve CX programs.
By engaging customers on their terms, you can increase willingness to provide direct feedback by offering the broadest set of options to do so. Observing customer behaviors can help identify channel preferences. By looking at more signals, you'll create more ways to listen and understand feedback.
Receive insights from all customers about how they feel about your brand, product, or services by gathering indirect customer feedback. Traditional CX programs primarily look at survey data and compile feedback based only on those who take the time to respond to the survey. While that feedback is important and valuable, it completely misses those (most likely the majority) who do not respond to the survey.
There's a good chance your next big idea or product innovation will come from an employee. Find ideas faster by crowdsourcing them from both employees and customers. Using those employee ideas as additional signals brings a richer view of what your customers expect out of the experiences your organization is providing—and any shortcomings you may not even be aware of.
