A new GartnerCSS survey finds customer data and analytics as a top priority for achieving goals in 2023. Read more here: CustomerService ServiceLeaders CX
. “Executing on this vision requires investment in customer data and analytics, knowledge management, and an enduring partnership with IT.”customer service and support leaders plan to devote more resources to improving, automating or eliminating inefficient processes , migrating service volume to digital and self-service channels and contributing to the top-line by creating customer value in the near future.to make do with what they have,” said Schmidt.
through a robust VoC program that goes beyond surveys and incorporates more advanced methods such as speech, text and digital experience analytics. Leveraging these methods for decisions on personnel, processes and technologies, is key to a successful customer service function.to oversee the digital channel strategy, manage channels like products, and work closely with data analysts to develop and measure success metrics.
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