Published: 19 July 2023
The service interaction is the most fundamental and most frequent unit of exchange between organizations and their customers. It is vital that leaders understand how interaction data and analytics can help them learn from the past, predict the future and shape the present.
Service organizations typically have limited control over the outcome of individual service interactions. They lack the ability to accurately predict customer behavior or intent and the insight needed to proactively shape customer journeys in real-time.
Eighty-four percent of customer service and support leaders stated that customer data and analytics was either very or extremely important to achieving their organizations goals for 2023. However most have struggled to move beyond intuition-led decision making and a slow and reactive analysis of historical demand.
While estimating cost efficiencies achieved within the operation can be relatively straightforward, reliably quantifying contributions toward business
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