Managing Principal Consultant, Customer Experience (CX) Americas, Dimension Data
As head of contact centre and CX services in the Americas, Matthew’s team aims to improve CX through the strategies they develop for contact centres.
Video: Chapter introduction and key findings from the author
Analytics has again been voted as the top factor that will change the customer experience industry. Yet, many organisations only look at superficial data to determine how to make improvements in service offerings. Without a strong practice focused on collection and analytics of data, it’s impossible for an organisation to deliver personalised experiences to customers.
Also, without centralised sources of data, analytics can be difficult. Data management and systems integration are major challenges to implementing analytics, as well as a lack of communication within the organisation to drive customer experience improvements.
can offer a form or personalisation via Telephone
can offer a form of personalisation via Assisted-service channels
can offer a form of personalisation via Automated-service channels
57.8% agree analytics will help improve the customer journey
have no big data analysis capability that combines data from all channels
And just 28.3% can track a customer journey that spans multiple channels
Only 24.3% can locate problem hot spots that impact CX
41.7% use analytics to customise CX
54.9% customise marketing campaigns based on user profile/analytics
Systems not integrated
Channels operated in silos
Inconsistent data across channels
Will share customer intelligence data outside of their own operation
Have no formal systems in place to share information
For more information on these statistics and others see the global customer Experience (CX) Benchmark Report
Benchmarking provides a vitally important reference point. It helps you gain insight into future trends, the ways in which your customers are likely to behave, and the performance levels you need to attain or aspire to. Attend a local event to personalise your results and get next steps. Register your interest here.
Dimension Data harnesses the transformative power of technology to help organisations achieve great things in the digital era. Customer experience (CX) forms part of Dimension Data’s Customer Experience (CX) and Collaboration Business Unit and enables over 7 billion customer interactions a year. We have over 33 years’ experience in planning, designing, integrating, and managing contact centres for our clients globally.