The big book of customer insight, data and analytics 2018



Chanice Henry
10/01/2018

Customer data and analytics, customer experience
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Customer data and analytics

There’s no mistaking that data is a critical asset for not just winning, but truly knowing customers.

Data and digital are transforming customer expectations, technology adoption is moving faster than ever before and analytical capabilities continue to grow just as rapidly.

But as many are discovering, data is a game of quality and not necessarily quantity.

In fact for analytics projects, vast quantity and a lack of quality can complicate progress. Poor integration between the various pools of data delays the process of extracting insights and poses hurdles for future digital initiatives.

At the risk of losing valuable competitive ground, firms need to create an environment that allows data to inform business strategies and processes. The right framework for data-led decision making includes democratizing data and enabling workers to manipulate the relevant software to the best of their ability.

Using data insights in the right way can lead to a more memorable customer experience, increased satisfaction levels and, ultimately, better retention. But with a proliferation of contact channels, especially those of a digital nature, and disruptive brands entering the market, customer experience management has never been more complex  - with only a minority of firms able to lay claim to providing a seamless experience between channels.

Following hot on the heels of our CX Network Live: Data & Analytics online event, this year’s The Big Book of Customer Insight, Data & Analytics draws upon research of over 200 customer experience practitioners who shared their views on the impact of customer insight, data & analytics on their role and the wider industry.

The Big Book of Customer Insight, Data & Analytics 2018 is packed with:

  • Insight into the latest customer data and analytics trends.
  • Year-on-year analysis and a deep-dive into customer data usage,
  • Research into customer data usage, satisfaction levels and challenges.
  • Advice on data-driven decision making.
  • Interviews and insights from industry experts from the likes of MartizCX,  Customer experience expert – Shep Hyken, BNP Paribas Wealth Management,  HM Revenue & Customs.
  • And much more

 

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