The accelerating shift to digital channels enables new satisfying customer journeys that are more quantifiable and controllable than ever. However, most complex interactions will occur in cross-channel journeys that involve human agents at critical junctures, yet few organisations harness the agents’ full profit centre potential. They fail to analyse customer journeys end-to-end and capture the deep and complex insight that could positively affect significant performance indicators, including RoI, conversion, revenue growth and CSAT.
Watch Odigo and Frost & Sullivan have a robust discussion centred on:
- Hyper personalisation and the evolving dynamics of customer behaviour
- AI use cases that enable colossal customer journey improvements
- How customer analytics and agent desktop optimisation enable organisations to predict customer sentiment
- Understanding customer motivations and preferences to future-proof the CX
In Frost & Sullivan’s opinion, personalisation is the most meaningful CX improvement organisations can achieve to boost differentiation, brand perception and loyalty. Join us to explore how progressive brands harness analytics tools to serve the customer more effectively, and how speech analytics represent a largely untapped source of actionable insight.