How to Use Customer Data to Create Customer Loyalty

According to Gartner, 72% of CX leaders report that their organizations still do not fully understand what drives their customers’ behaviors and attitudes, despite their access to data. Additionally, 80% of companies’ data goes unused.  
  
A divide between your customer data and your contact center can create chaos for your customer experience (and your agents). Customers expect a personalized and seamless interaction with your company, and when used effectively, customer data can help your organization provide exceptional customer experiences that increase loyalty.  

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The Future of AI, Automation, and the Voice Experience

In the last decade, we’ve witnessed major technological advances in AI and automation. The art of the possible in the contact center has become a reality as we’ve witnessed the emergence of intelligent virtual agents (IVAs), automated backend systems, and more. As businesses look to create more human and empathetic customer experiences, they need to combine the power of human and digital voices to create a scalable and empowered workforce. Creating a positive experience across all channels from chat to voice is a must if you want to succeed in the future of CX. 

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The Future of Seamless Customer Communication

98% of people believe customer experience is crucial for their business to retain customers, making it incredibly important for all employees to view themselves as having an integral role in the customer experience. 

When your contact center is isolated from the rest of your business, your customers can experience problems such as calling back multiple times to resolve the same issue and long hold times. Aligning your contact center with your business solves these problems by giving your agents access to resources to be able to create better customer experiences.

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