Published: 30 January 2024
Data and analytics underpin the success of virtually any initiative customer service and support leaders may undertake, but leaders struggle to make confident data-driven decisions. Leaders should use this model to understand their current maturity and develop an action plan to increase it.
Service and support leaders are focused on implementing advanced service capabilities such as delivering personalized, proactive interactions and seamless customer journeys, yet lack the ability to transform their data into action at the pace needed to execute against these objectives.
Service data is increasingly recognized as an enterprise asset rather than a siloed departmental resource, creating new cross-functional opportunities—and challenges.
Service and support teams are investing in analytics roles and teams but often fail to put in place the required processes and prioritization practices to be effective at achieving their objectives.
Data literacy gaps mean service leaders are unable to
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