A proliferation of digital self-service options are now being implemented and utilized by brands in all industries and there are opex reductions and satisfaction gains to be achieved.
There is a problem, however, with self-service. A mere nine percent of the customer inquiries that begin in self-service are resolved there. Furthermore, VoC research shows customers want more sophistication in the self-service tools that are available to them.
With insight from Irish Life, Pendragon and NICE the CX Network strategy update Personalize CX with data-driven self-service, details how organizations can strike the balance between the customer and enterprise experience to drive better overall CX.
Download this report to discover:
• How to understand customer intents at scale.
• When to extract and utilize sentiment and behavior insights from omnichannel interaction data.
• Which customer priorities should drive the build-out of self-service channels.