Hidden messages exist across your company. They are full of valuable customer information. Ready to decrypt them? It’s time to talk about text analytics.
Culture is part of an organization’s DNA. Every company has a culture driven by its mission, vision, and values. These principles guide how team members behave inside the workplace. A business’s expectations, experiences, and operating philosophy all stem from its culture.
As a CX professional, one way you can improve your program is by making certain you can access, integrate, analyze and use all your data to make better informed decisions about how you deliver experiences to customers and employees. Sounds easy, right? But with silos and tech platforms that don’t connect, accessing and using all your data can be tougher than you’d expect.
Because of the negative impact such experiences can have on an organization’s brand and reputation, it’s clear that creating seamless experiences for customers is more important than ever, which is why we consider this topic to be one of the themes driving the evolution of CX.
The world generates 2.5 quintillion bytes of data every single day. That’s 18 zeros! Where is all this data coming from? Well, us. The challenge is managing this volume of information. Luckily, text analytics assists companies in capturing and executing on the data customers generate to improve their experience—and ultimately gain a greater share of wallet.
It may be a broad generalization, but it’s probably fair to say that most employees want to do a good job. This is particularly true if they are hired to regularly interact with customers. Typically someone in such a role likes to interact with people and wants to help. They enjoy solving customer problems and they want to help them succeed. And yet, if you are a customer experience (CX) leader, the leader of a contact center, or anyone who has a hand in customer relationships you can likely cite a number of obstacles that make it difficult for frontline employees to feel fully enabled to do their best work.