Identifying and capturing signals.
To ensure that the broadest selection of experience signals are identified and mapped into your CX solution, review the ecosystem to find ways to engage:
- Look at customer journeys and life cycles to uncover all engagement points.
- Map out your current customer signals, including social media.
- Determine signal opportunities sourced from products and digital systems data, IoT and API data from 3rd party systems, and external customer data.
An important concept to understand while collecting customer signals is that every functional team will use different data in various formats. This means that your platform should be capable of analyzing and presenting data in ways optimized for each CX stakeholder. AI and machine learning play an important role in analyzing large data sets and providing intelligent recommendations for action.
Once signal collection, analysis, and action recommendations become automated, an organization can focus on optimizing each unique customer experience. This is the key to getting ahead of the customer and creating surprise-and-delight experiences.
