The intense competition in today’s markets requires companies to know as much as they can about their customers in order to anticipate their needs, serve them better and retain their business. The typical company is faced with unprecedented volumes of customer data, in more forms from a wider array of sources to which it can apply analytics to find insights that guide decision-making. Companies use these analytics across the business to assess customer value, the customer experience, interaction-handing processes, contact center performance and regulatory compliance.
Our new benchmark research examined the attitudes, requirements and future plans of those who use customer analytics while also identifying the best practices of organizations that are most mature in it.
Listen to Richard Snow, VP and Research Director at Ventana Research as he details the key insights and provides best practices from our new benchmark research, Next Generation Customer Analytics.