A collection of processes that track, analyze, and archive every interaction a customer has with an organization and at each stage of the buyer’s journey. Contact center is a central point from which all customer contacts are managed – a call center, customer service, department, etc.
Many companies are leveraging predictive analytics to gain actionable insight into their business. But predictive analytics can only be transformative if it is integrated appropriately into business practices and tied to quantifiable results.
In this second article in our series of customer experience (CX) trends, we’ll continue observing the top technologies CX leaders plan to incorporate into their activities in 2018.
Aberdeen surveyed CX leaders in companies across the globe to determine the technologies and processes they currently use to achieve Best-in-Class results.
As in years past, there is no shortage of recommendations outlining the top trends, strategies, and technologies companies must use to succeed in 2018. And therein lies the problem.
