FEATURE : CUSTOMER EXPERIENCE
With customer loyalty and lifetime value now dependent on never missing the signals that indicate something has gone amiss for individual customers , the deployment of technologies like Natural Language Processing ( NLP ) will be key to proactively identifying which problems customers most frequently find troublesome .
By using these technologies to aggregate data from customer calls , organisations are able to both improve the customer experience and boost operational
CIOS WILL ALSO NEED TO HONE-IN ON GENERATING INTELLIGENCE FROM THE DATA THAT IS HELD IN SYSTEMS ACROSS THE ENTERPRISE TO UNCOVER NEW WAYS TO DELIGHT CUSTOMERS AND UNDERSTAND THEIR EVOLVING EXPECTATIONS .
efficiency at the same time . Preparing for what is around the corner is no easy task , but businesses that are able to utilise root-cause investigations and data trends analysis will be able to pinpoint what has to change to reduce customer frustrations and which needs matter the most to customers .
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