CX Perspectives April Edition

Customer Experience Perspectives (6th April, 2017)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.

CX Perspectives April Edition

7 Tips to Skyrocket Your Customer Retention(

Business is a numbers game. How much revenue was generated? How many new customers were acquired? These are the questions that run on every business person’s mind. And why not? After all, everyone in business is there to earn money, and getting more customers is the first thing that comes to mind when someone says making more money for a business. But in this Article, Author discussed a different perspective of business. To know more about perspectives, you must read this Article.

16 Must-Know Customer Experience (CX) Statistics and what they mean for Your Business.(

Customer experience and customer-centricity are hot topics right now. Most of the talk is about why and how you should embrace CX. But would you like to know what the quantified business benefits are? Then this article is for you.To know more about CX Industry Statistics, you must read this Article.

Modernize Your Customer Service Experience The (New) Nordstrom Way(

Nordstrom has a way with customer service and the customer experience. And if you haven’t been keeping up with the Seattle-based retail giant lately, you’ve missed some approaches and enhancements in how it does business online, offline, and via mobile. By emulating the ways that Nordstrom has adapted and evolved its customer experience and customer service models, you can help your own business adapt to the modern customer landscape as well. To know more insights about Nordstrom way, you must read this Article.


How to Ensure Customer Experience is a Key Element of Your Business Strategy(

The strategy needs to be a balance between what the business wants and what the customer wants. Creating that balance would mean that the strategy does not just focus on business-driven metrics (revenue, profit, cost, etc…), but also customer driven ones (loyalty, satisfaction, effort, etc.…). The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.


Smooth Flights: Using Data To Optimize Airline Operations And Customer Experience(

While improving, the customer experience and profitability are clear motivators, new regulations penalizing delays in the United States and European airspaces incentivize airlines to take a fresh look at optimizing how an airline runs day to day and deals with unplanned disruptions.


We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us at VOZIQ, or follow us on LinkedIn.

Customer Experience Perspectives

Customer Experience Perspectives (1st March, 2017)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.

Customer Experience Perspectives

5 Best CX Strategies to Reduce Customer Churn in 2017

According to a research from Harvard Business School, increasing customer retention rates by 5% increases profits by 25% to 90%.

Based on the industry vertical and the market, companies from these industries need to design a predictive churn model to identify potential customers who have a high probability of churn. Check out these 5 best CX strategies that you can consider to make your customer happy and reduce churn.

10 Ways Machine Learning Impacts Customer Experience(

Today machine learning can help brands scale their engagement operations and provide increasingly relevant experiences. Machine learning holds the promise to change all the customer hate about customer experiences. Find out in this article how machine learning impacts CX in 10 different ways.

Banking Needs a Customer Experience Wake-Up Call(

The financial services industry has been impacted by the increasing use of technology from smartphones to wearables. This transformation in methods of transacting has enabled more personalized engagement, allowing customers to engage  engage in seamless banking across channels. This has also increased both the potential and complexity of creating a positive customer experience.

To know more about CX Insights in Banking industry you must read this Article

Three Ways To Create An Engaging Customer Experience That Drives Sales(

No matter what type of business you’re in, if you want to take your customer service and experience to another level, take a few lessons from retail and hospitality.

You must read this article to know more about three ways to create a mood experience that also helps drive sales.

3 Factors Shaping the Next Wave of Customer Experience(

2017 is well underway and already it’s been a big year for technology and innovation. Three foundational trends are going to define 2017 Artificial intelligence, IoT and personalization — because, when you strip away their distinct differences, these trends boil down to one specific end game: improving, enhancing and elevating the customer experience. To know more About the 3 factors in detail you must read this Article.

We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us at VOZIQ, or follow us on Linkedin.

Customer Experience Perspectives

Customer Experience Perspectives (3rd February, 2017)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.

Customer Experience Perspectives

2017 Customer Experience Resolutions(

What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Read the article to know more about the 5 ways to accelerate results that your customers and investors will both reward.

The Customer Experience: 5 Bold Expert Predictions For 2017(

In a lot of ways, customers aren’t that hard to figure out. They want to be acknowledged and respected as people, for instance. But what they prefer and do is dynamic to a great extent, too, leaving businesses racing to figure out how best to accommodate them. Check out the article to see how businesses are responding to consumers in 2017

Ten Customer Service And Customer Experience Trends For 2017(

Each year, new data comes out that indicates customer service and the customer experience (CX) are more important than ever. According to Forrester, 72% of businesses say that improving the customer experience is their top priority. Pay close attention to what’s trending in the world of customer service and CX. There’s something here that will impact every type of business. Read the article to find out which 10 trends you shouldn’t ignore.

Drive revenue with great customer experience – Our 2017 analysis will help you make a case for CX investments(


We know great CX drives revenue. But to make the case, you need a more nuanced and sophisticated understanding. So we used data from our Customer Experience Index (CX Index™) and modeled the revenue impact of improving CX.

To do that the author has raised three key questions:

  1. What is a customer’s loyalty (retention, enrichment and advocacy) worth in revenue dollars?
  2. Is there a relationship between CX quality and loyalty-based revenue?
  3. How does the relationship between CX and income potential differ by industry?

Learn more about the analysis and the result in this article.

The Difference Between Customer Experience And User Experience(

There are a lot of buzz words thrown around in the customer sphere, but two of the big ones relate to experiences—customer and user. Although CX and UX are different and unique, they must work together for a company to have success. Both customer experience and user experience are incredibly important and can’t truly exist and thrive without each other.

Read this article to understand the real difference between CX and UX.

We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us at VOZIQ, or follow us on LinkedIn.

Customer Experience Perspectives Article

Customer Experience Perspectives (5th January, 2017)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.

Customer Experience Perspectives Article


Prescriptive Analytics: The Solution to Reduce Churn through Definite Actions

According to Gartner, prescriptive analytics is the next step in the value chain after predictive analytics. In this article, the author has described how by using prescriptive analytics in a churn situation, business leaders can decide which type of remedial actions can be used for different customers likely to churn. Read the article to know more about the benefits of prescriptive analytics in churn reduction.

Design Your Employee Experience as Thoughtfully as You Design Your Customer Experience (


Improving customer experience is often a top business priority, but what about employee experience? In this article, the author talks about the Employee Engagement Benchmark Study, 2016. The study showed that companies that excel at customer experience have one-and-a-half times as many engaged employees as customer experience laggards do. Read this article to learn more about the study and its impact on CX.



How to Drive Customer Experience Strategy: 5 Steps (

Companies that treat customer experience as a determinant of corporate strategy tend to have stronger business results than companies that treat customer experience as a subset or unrelated to corporate strategy.

In this article the author highlights five strategies to drive customer experience:

  1. Shift gears from neutral to “drive”: sync with strategic planning.
  2. Keep your hand on the steering wheel: sync with the C-team.
  3. Keep your eyes on the road: tie-in to corporate vision, mission or values.
  4. Navigate to your destination: cascade strategies company-wide.
  5. Monitor your dashboard: sync CX management.

Read this article to know more about these tips


How The Customer Experience Vision Gap Is Holding Many Organizations Back (

There is a better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Using this approach will allow organizations to develop an increased ability to deliver better and more sustainable growth, higher ROI and better outcome for them and their customers. Read this article for more insightful observations.


4 Ways for B2B Businesses to Keep Their Customers (

A large number of companies ignore the voice of the customer, blast cookie-cutter emails to all the names in their marketing spreadsheets, and lack the right survey and interview tools to gauge the health of their customer relationships. Customers expect the companies they do business with to understand them as individuals and connect with them in ways that are valuable. Doing this in the age of Big Data is more complicated and competitive than ever, requiring a thoughtful approach.

Here­­ are four ways to maintain strong and long-lasting customer engagement:

1.     Ask Yourself the Right Questions

2.     Understand Customers as People

3.     Align the Entire Organization Around Client Engagement

4.     Create Customer Advisory Boards


Five Trends Shaping The Future Of Customer Experience In 2017 (

Looking back, 2016 wasn’t exactly an easy year for consumers. Brexit, a tumultuous and surprising U.S. presidential election, and the immigration crisis have left many with a bad taste in their mouth. No matter what is going on in the world, practitioners must continue to show up for work every day to bring the best experience possible to their customers, and there is no better time to reflect on the next year than around the holiday season.

Here are Top Five Customer Experience Predictions For 2017:

  1. A Whole Lot Of IoT (No Eye Rolling Allowed)
  2. Machine Learning Can Improve Most Customer Experiences
  3. Data Defines Your Customer Experience
  4. Smart Diagnostics
  5. Mobile Everything

We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us at VOZIQ, or follow us on LinkedIn.


Customer Experience Perspectives (1st December, 2016)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your suggestions and any useful articles we may have missed.


Great Customer Experience: Listen, Surprise, Delight (

In this article, the author outlines her real experiences with how organizations listen to customer concerns and what measures they take to surprise and delight their customers. Read this article to learn more about customer experience.

The Art and Science of Customer Experience Management (

What do Zappos, Apple, Starbucks, and Mercedes all have in common? Each has mastered the art/science of customer experience management. That probably doesn’t come as a surprise. We’ve all become highly adept at recognizing and rewarding brands that exceed our expectations at every turn and punishing brands that don’t. For more interesting insights, read this article.


The Heart of the Customer Experience: Do Banks Care? (

Before writing this article, the author surveyed more than 2,000 consumers in the United States, across a broad spectrum of age and income groups, about a range of customer experience issues. Following the survey, he found that financial institutions have plenty of room for improvement when it comes to customer expectations, managing overall customer experience, and, perhaps more importantly, convincing consumers that they care about their complaints. Read this article to learn more about the survey and its results.


The Data Digest: What Millennials Need from Your Loyalty Program (

In this article, the writer discusses various customer loyalty programs and explains their importance and effectiveness at increasing customer experience. For more details, take a look at the link above.


How Transparency Can Slash Your Churn Rate by 89% (

If you run a software-as-a-service (SaaS) business, you probably know how difficult it can be to achieve a low and stable churn rate. Simply put, a business’ churn rate determines its average customer lifespan. SaaS businesses are constantly trying to improve their customer acquisition percentages and decrease their churn rates. Check out the article for more interesting details.


6 Gestures That Wow Customers and Earn Their Loyalty (

In this article, the author explains six tips which will help you wow your customers, guarantee their loyalty, and keep them coming back for more!

His six tips are as follows:

  1. Surprise them occasionally.
  2. Make use of gift cards.
  3. Automate work that adds no value.
  4. Keep your customers abreast of new developments.
  5. When you do something wrong, make it right.
  6. Reward loyal customers.

We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us VOZIQ, or follow us on LinkedIn.

customer experience perspectives

Customer Experience Perspectives (14th November, 2016)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like yourself!

Let us know your feedback and suggestions, as well as any useful articles we may have missed.

customer experience perspectives4 Ways To Avoid Killing Your Customer Experience With A Cheap-Suit Sales Approach(

This article wonderfully summarizes the interesting customer experience from sales perspectives and how to find out quick fixes to a broken sales process. According to the author these are the CX approaches that every sales executive should follow:

  1. Onboard and train your employees like your business depends on it
  2. People skills cannot be overlooked
  3. Technology must be part of your sales process
  4. Preach humility

Read this article to find out more about the interesting CX approaches for sales executives:


How Retail, Banking and Healthcare Approach the Customer Journey(

In this article the author has explained how customer experience happens in our new digital world. The author illustrates three ways that companies in different industries (retail, banking, and healthcare) use customer experience glimpses to foster positive journeys for their customers.

Check out the article to know more about the different customer journeys:


Customer Experience By Walking Around(

The author in this article has explains  how managers can improve CX by talking differently with employees. His solution for managers is to leave their offices to talk to employees about positive things going on in the company, or to compliment employees for their good work.

Get more such interesting tips to improve CX in this article:


Rethinking Customer Experience: What Are We Measuring and Why?(

Achieving excellent customer experience relies, in part, on the speed of analysis. Historically, businesses have relied on their content management system (CMS) to provide them with speedy analysis regarding customer experience. However, measuring real-world digital transactions in that way and expecting the process to be speedy is the equivalent of expecting the post office to suddenly speed up their interactions with customers.

Check out this interesting article on how to measure and improve customer experience:


How customer experience professionals can build relevance and impact in large organisations(

In this article, the writer outlines several important approaches that customer experience professionals can use to effectively create an impact within large organisations. To learn more about these insightful customer expierence approaches, please read the following article:


We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us VOZIQ or follow us on LinkedIn.

CX Strategy With Cloud-Based Customer Interaction Analytics

VOZIQ: Redefining CX Strategy With Cloud-Based Customer Interaction Analytics

CX Strategy With Cloud-Based Customer Interaction Analytics

With data explosion, aided by the proliferation of devices, organizations have started looking at Big Data in a different way. Effectively collecting, securing, organizing, and distributing the growing amount of data within the organization is becoming increasingly difficult and requires specialty skills. Especially when consumers are sharing on multiple channels, their dislikes, motivations, loyalties and preferences, organizations have started giving more importance to customer feedback as a critical element in the buying decisions of consumers.

It is not easy for every enterprise business to secure deep analysis skills as well as managers and analysts with the know-how to use the analysis of Big Data to make effective decisions. It is time-consuming and expensive for these organizations to build internal capabilities, especially when the limited pool of data scientists is in high demand. To address this situation, businesses are collaborating with external analytics companies as a way to evaluate the benefits of big-data analytics for them. This approach brings in expertise, as well as tools and processes for well-defined projects before scaling up the analytics programs, as well as enables the business to learn from the experience in order to build additional use cases to take the next big leap.

VOZIQ’s Big Data text analytics solution uses state-of-the-art infrastructure to gather customer data by using ready to connect data source connectors to integrate disparate, structured, semi-structured and unstructured data sources, both on premise and in the cloud. The solution smartly uses file system based/non-relational database’s like Hadoop and elastic search to process terabytes of data.

Analyzing unstructured data and extracting important insights from it is the key aspect of VOZIQ’s text analytics solution. To achieve this, the solution utilizes advanced techniques like machine learning and complex algorithms to understand customer intent from every day contact center interactions.

VOZIQ’s text analytics solutions have the capabilities of creating on-the-fly customer trial environment, securing the data using advanced encryption techniques, hosting the trial environment on secure cloud environment/data storage servers such as Amazon Web Services (AWS).

VOZIQ’s VSMART Text Analytics Solution for Contact Centers leverages AWS and Big Data technologies and has been designed on top of a powerful stack of text and predictive analytics technologies to extract real customer intent and effort on a large scale. VSMART integrates agent notes with IVR choices, CRM and billing information and applies text analytics to present a unified view of customer experience. “With the combined power of predictive algorithms and text analytics, this solution can answer critical questions like ‘What is driving customer experience?’ and ‘Is this customer at risk of cancellation?’ that are real concern for CX leaders”, says Suresh Akula, Co-Founder, and CTO, VOZIQ.

“VSMART analyzes text and understands the context of customer issues,” states Akula. VSMART’s text analytics capabilities transform integrated data into insights, which are mapped to various customer journey sequences and data segments to eventually improve customer experience, reduce customer churn, and optimize contact center operational costs. The application ingests the processed customer data and enables tracking of KPIs and conducting deeper analysis,” says Akula. The suite empowers clients with customizable dashboards, algorithmic capacity, and an advanced reporting module. The suite’s analytics capabilities in conjunction with its algorithmic capacity can gauge customers’ sentiments, forecast their journey events, and identify specific opportunities to transform the customer experience.

“We have been successful in delivering significant ROI to our customers with our proven cloud-based customer interaction analytics solution backed by data science team with deep contact center expertise,” concludes Akula.

(Source: Original article appeared on Siliconindia.)



customer experience perspectives

Customer Experience Perspectives (6th October, 2016)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like you.

Let us know your suggestions and the articles we may have missed.

customer experience perspectives

5 Extreme Customer Experience Lessons Every Parent Can Relate To –

This article wonderfully summarizes the interesting customer experience lessons from the healthcare industry. Every customer experience mentioned here in these lessons relates to real world health problems. According to the writer, the industries that serve the customers that are in the most need have the opportunity to create the most memorable customer experiences. Read this article to know more about the interesting CX lessons.

The four pillars of distinctive customer

Customer experience (CX) has emerged as a major differentiator for large companies, including financial services providers. In a McKinsey survey of senior executives, 90 percent of respondents confirmed that CX is one of the CEO’s top three priorities.

To understand what constitutes distinctive CX in financial services, the research focussed on five key customer journeys—the series of interactions a customer has with a brand to complete a task—in banking and insurance. The survey findings in this article relate specifically to retail customer onboarding but generally apply to the other journeys as well. Check out the survey findings in this article.

How to Create an Amazing Customer

Today, customer loyalty is always being scrutinized. Customers do not  remember the product or the marketing that attracted them towards a website. They mainly remember experiences.

When an organization offers an experience that makes its prospects and customers go “wow,” then customers will  keep coming back. It’s a major challenge for a business to create a value proposition that will meet their needs at every stage of the buying cycle.

In this article, the author has explained three key steps to improve customer experience. Take a look what are they!

5 Good Reasons to Fire Your Worst

Most of us at some point of time have heard the expression – “a customer is always right,” which is not necessarily true. More importantly, we need to understand that not every customer is the right customer for us.

In this interesting article, the author has explained what should be the five main reasons that would prompt a business owner to consider ditching customers who are potentially bad for our business.

How To Create Attachment To Your Brand With Customer

Customer-focused businesses want to stay competitive; they must stay relevant to consumers’ changing needs and create memorable, valuable experiences. As a business owner, you must also quickly adapt your thinking about that customer journey to changes in the market, customer behavior, and new trends. There are several ways to do it successfully, and each one contributes to relevance attachment. Read this article to know what these unique ways are!

We hope you have enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us VOZIQ or follow us on LinkedIn.


customer experience perspectives

Customer Experience Perspectives (13th September, 2016)

This edition of Customer Experience Perspectives features some of the best resources compiled by our analyst team for busy customer experience professionals like you.

Let us know your suggestions and the articles we may have missed.

customer experience perspectives

The 30 Things Customers Really Value – HBR.Org

This article is an interesting extension of Maslow’s Hierarchy of Needs to the sphere of customer preferences. Based on research about customer preferences, the article identifies 39 elements of value that drive customer satisfaction. The researchers further found that the companies with high scores on 8 or more of these elements have average 3 times more NPS than  those with high scores on only 1 element.

Read the article to assess how customers perceive you on these elements of value.

The US Customer Experience Index For 2016, Part 3: Emotion Holds The Key To CX-Fueled Loyalty –

The emotion that drives customer loyalty is not a revelation. Every contact center leader intuitively knows this. What is surprising is  not the simple ‘happy’ or ‘angry’ feelings that affect customer loyalty. This study by Forrester has found that the customers who feel valued are loyal while those who are annoyed, disappointed, or frustrated are the ones who are on the verge of switching to competitors.

This is the 3rd part of a series of blogs on about findings of the US Customer Experience Index for 2016.


Why Companies Can’t Turn Customer Insights into Growth – BCG Perspectives

Most companies have one form or the other of customer insights team. However, these teams usually don’t make a meaningful impact on the business. Why?

The reason, as this powerful article explains, is the lack of budgetary controls with the customer insights team as well as of strategic partnerships with C-Level management. Instead, the customer insights teams are busy working on customer research mandates issued by managers.

The article also argues that ‘faced with rapidly changing technologies and consumer behaviors, companies know that it’s crucial to uncover new sources of customer information that can spur elusive growth.’

A must read!

Why You Need Customer Focus –

In this article, the author explains the value of customer focus and 3 steps to achieve the radical transformation to achieve customer centricity. Businesses now need to build teams around customers, with their individual objectives and missions dictated by the two metrics that now matter: lifetime value and churn rate.

A good reminder of the importance of the focus on customers to achieve business growth.

Pay Attention to Customer Retention –

Whether your business goal for retention is continued purchases or licensing revenue, customer advocacy or up selling, there are three elements that  consistently  part of any customer loyalty and retention strategy

1.    Use customer knowledge

2.    Build an experience brand

3.    Listen

Other Popular Customer Experience Blog Links from the Month of August:

Here are some other articles you may find worth reading –        

4 Tips for Delivering a Richer Customer Experience

7 Ways To Measure Customer Satisfaction

What’s So Sensational About Your Customer Experience?


We hope you enjoyed this edition of Customer Experience Perspectives!

Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.


7_Step_Plan_to_Contact_Center_ROI featured image

7 Steps to Get ROI from Contact Center Analytics


Today, at a time when customer choice and empowerment is at its peak, each and every organization’s constant endeavor and focus is on aligning its strategies in accordance with customer preferences. The wealth of data in the form of customer feedback has the potential to decide businesses’ fates. Businesses today are depending more and more on sorting through the complex maze of customer interactions to gain insight into their customer dynamics.

Contact centers are proving to be one of the most valuable sources for understanding the customer because of the huge data streams that they collect in their daily operations. This data can be structured and/or unstructured and can be acquired from different sources, such as call recordings, emails, chats, IVR interactions, web click streams, CTI streams, customer feedback, quality monitoring, CRM systems and other applications.

Analyze unstructured customer data

Most large enterprise contact centers struggle to properly leverage the unstructured data, such as post-call agent notes, which are actually the largest sample of human-interpreted data about their customers, mainly because it is in unstructured textual format. When leveraged with the right tools, the post-call agent notes actually have the potential to deliver high ROI relatively quickly.

It’s critical for businesses to understand the link between customer experience and business results. With this information they can make informed decisions about how much incremental money, time, and effort they want to spend on making changes. Temkin Group in a report said that a modest increase in customer experience at a typical $1 billion company can earn an additional $272 million to 462 million in revenues over three years.

Need for ROI-driven analytics

Leading businesses fully recognize the value of timely, useful, and actionable information about their customers. With the conversion of huge amounts of unstructured customer interactions into useful insight-based information very quickly, cloud-based contact center analytics gives the competitive edge to the enterprise. While the competitors are wasting manpower and resources working on clumsy customer databases to make sense out of them, a customer-aware contact center can take an unassailable lead with the right investment in ROI-driven, real-time analytics to get closer to their customers by completely understanding their needs and preferences.

However, because analytics is a new application that’s relatively unknown both within the contact center and across the enterprise, it is perceived as a risky investment across other departments. The CFO, or the person who approves technology projects, may prefer to resist deploying analytics until its benefits are more proven. In such a scenario, forward thinking contact center leaders should make it clear how analytics can be a strategic differentiator and can deliver significant financial benefits. Building a business case for analytics is similar to building a case for any other contact center investment, except that the potential benefits may come from incremental revenue as well as cost savings and improved customer service.

Identify missing link in CX puzzle

On the other hand, it also needs to be said that among the most important beneficiaries of analytics are enterprise customers. Today, much of what customers share with enterprises is ignored because agents do not have a system or process for formally gathering and communicating this data. In most cases, CRM applications capture transactions but generally do not reflect customer experience. As such, many companies are leaving opportunities on the table; a report by McKinsey found companies focused on providing a superior experience across customer journeys can realize a 10-15% increase in revenue and a 20% increase in customer satisfaction.

Contact center leaders should understand and identify the opportunity cost of failing to deploy a text analytics system and what happens if they pass up the opportunity to gain insights from real-time analytics. They should also evaluate how many customers they are losing, and how many of those lost customers could have been saved if analytics were in place. They need to have a proper action plan to better identify the missing link in the customer experience puzzle, to assess maturity of existing analytics systems, make a business case, and, finally,leverage unstructured data to generate significant ROI.

So, how do you ensure the contact center analytics delivers ROI?

Download our eBook, 7 Steps to Get ROI From Contact Center Analytics, to learn more about a seven-step action plan that will enable contact center leaders to get the maximum ROI from contact center analytics. Here’s a snapshot of the key steps discussed in the eBook.

Step 1: Assess the analytics maturity of your contact center

Step 2: Build on existing capabilities

Step 3: Focus on a few, critical KPIs

Step 4: Ensure buy-in and effective change management

Step 5: Look for insights that lead to actions

Step 6: Deploy text analytics to understand customer intent

Step 7: Harness the power of the cloud

Download the ebook and share your feedback on the comment box below!