Making sense of the BIG 7 and the rise of the Chief Customer Experience Officer. More and more, our clients are seeking insight into the way they manage cost and delivery of service in 7 key areas of their service delivery and branding to their customers:
Retail Transactions
On-Line Transactions
Service/Call Center Problem Resolution
Self-Help Portals for Problem Resolution
Social Media Marketing
Traditional Marketing
Sales/CRM
More employees in a call center delivering one call resolution may delight the customer, but break the bank. An entirely anonymous self-help portal may save money, but frustrate customers. Retail employees barraging customers with new offers may result in incremental sales but high employee and customer stress. The good news is that machine learning and appropriate real time analytics can help companies divine a smarter path. Leading companies are making good use of new technologies and we are pleased to be partnered with a new analytics platform that makes sense of all this data for our clients. Knowing your customer is the best way to serve them better.
Pointillist & Hamilton Cornell Associates partnering to enhance the customer journey.
Article on Pointillist: How to Successfully Implement Customer Journey Analytics