Power of Customer Insights in improving Customer Experience – A Practitioner's View

MessageThis Webinar is over
Date Dec 10, 2013
Time 1:30 PM AEDT
Cost Free
Less than $0.01 is spent on customer experience research per interaction

Today's tech-savvy customers are interacting with their service-providers through digital as well as traditional channels. The interesting fact is that they move between these channels at will; creating a lot of unstructured customer data. It is a daunting task for enterprises to derive insights from these customer interactions. How do they address the issue?

Join Chris Kirby, Director, Customer Experience Research, Fifth Quadrant as he presents the current trends
in contact center analytics and customer insights and Aparajita Gupta, Vice President Service Excellence, Firstsource Solutions who brings in a practitioner's perspective on enhancing customer experience through actionable insights.

Key topics that will be covered in this webinar:

- Contact center analytics trends and how they impact the enterprise
- Approaches for deriving actionable insights from customer interactions
- Industry use cases of defining e-strategy, reducing customer effort and cost-to-serve
- Improving overall customer experience through customer interactions


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