Six ways engagement analytics can go beyond the survey

The ability to act upon customer feedback in real-time is labelled as one of the greatest CX opportunities in 2020 in CX Network’s predictions report.

The rich feedback gathered through surveys, such as NPS and C-SAT scores, provide structured data that is easy to understand and use. However, surveys can often stunt a brand’s agility because insights are always captured after the experience, sometimes days or weeks later. This delays the opportunity for CX professionals to make any changes quickly and the context of the conversation can be lost which can complicate the resolution process.

When CX professionals combine the insight captured during customer conversations in contact center with results from solicited feedback surveys, brands can realize the full, “before, during and after” picture of the customer experience.

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This guide identifies six tactics to drive improved customer experience including:

• Combining survey date with contact center interaction data to improve customer experience
• Predicting NPS, C-SAT and CES scores from every interaction
• Measuring customer sentiment so agents can deliver a more empathetic CX
• Bridging the insight-to-action gap to deliver more value to your business

Read this guide to access these tactics and more to upgrade customer experiences.