#4

Data to the rescue: Turns out guesswork isn’t a great CX strategy

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In the age of digital everything, data is a must-have. It’s your most valuable ally. Whether it’s analyzing every customer interaction in real time or spotting trends before they become issues, a data-driven CX strategy gives you the power to anticipate needs, make happy customers and annoy the competition.

The beauty of data? It doesn’t just tell you what happened — it helps you predict what’s next. Know when a customer is ready to leave before they even think about it. Spot fraud attempts before they wreak havoc. Offer the right product at just the right moment. It’s not magic, folks, it’s data.

→ Every interaction is a goldmine

Customers leave a trail of insights every time they engage with your brand on your website, social media, email or customer service channels. But having data isn’t the same as using it. Without the right tools, your treasure of information is just noise. It’s time to put your data to work. With AI-powered analytics, you can sift through that noise to uncover valuable insights. What’s frustrating your customers? Which touchpoints are driving satisfaction? Where are the bottlenecks? Data doesn’t just help you understand the customer journey, it helps you optimize it. And that’s where GenAI comes into play. With its ability to analyze mountains of data at lightning speed, it identifies customer needs and addresses them in real time. Imagine a customer reaching out during peak demand, and GenAI swoops in, providing instant responses, maintaining quality, and scaling seamlessly to handle the volume without extra staffing.

▶ Metrics reveal customers secretly plotting to ditch your brand

How do you know if you’re giving your customers what they want? Enter the big three — CSAT (Customer Satisfaction Score), NPS (Net Promoter Score) and CES (Customer Effort Score). Individually, they’re helpful. Together? They’re powerful.

CSAT tells you whether your customers are smiling or glaring after an interaction. NPS measures whether they’ll recommend you to their friends or block you on social media. And CES? It’s the one asking, “How hard did we make your life today?” (Note: If your CES is high, your customers could be rage-tweeting.)

But these metrics are only half the battle. To unlock the full picture, you’ve got to dig into the unstructured chaos: call transcripts, agent notes and Karen’s latest online rant. That’s where advanced tools like speech and text analytics take all that messy data and reveal not just what your customers are saying but why they’re saying it.

→ From raw numbers to real impact

Sure, “customer experience analytics” might sound overwhelming, but with the right technology, it’s the way to unlock customer insights. Tools powered by AI and GenAI can transform raw data into actionable strategies. Track the effectiveness of every interaction, identify areas for improvement, and create personalized experiences that leave customers impressed and loyal. Because as insights build over time, so will your ability to use customer care for actively building lifetime value.

GenAI boosts your human agents’ productivity by offering real-time support and insights during customer interactions. It automates repetitive tasks, freeing up your team to focus on the moments that truly matter. Faster resolutions, happier customers and lower operational costs, all while maintaining excellent service quality.

Now, you can make decisions based on data, rather than on rolling dice. No more guessing what your customers want or need. You’ll have the insights to back it up. By identifying what works (and fixing what doesn’t), you’ll save time and resources.

Case study

▶ Accelerating customer satisfaction with GenAI: A cruise line’s success story

A leading global cruise line sought to enhance customer satisfaction analysis and streamline reporting processes. Traditional manual categorization and summarization of customer feedback were time-consuming but critical for understanding customer experiences and driving continuous improvement.

By integrating EverGPT, a generative AI tool created by Foundever, the company transformed its approach to customer satisfaction analysis. EverGPT efficiently processed vast amounts of customer feedback data, categorizing and summarizing responses in a fraction of the time. This innovation empowered the team to focus on in-depth analysis and deliver actionable insights more quickly.

Beyond time savings, the AI integration improved trust through operational efficiency and seamless incorporation of metrics like average handle time (AHT) and quality assurance (QA).