BUSINESS BENEFITSCUSTOMER ANALYTICS

of

Companies need complete views of their customer activities to inform decisions and personalize responses during interactions. Today most

organizations can’t generate such views because they cannot utilize all their customer data. Dedicated customer analytics can enable them to use all customer data, connect it with individual customers and

share it among agents and management. Organizations using such tools report improved customer experiences, more complete understanding

of their performance and better alignment across business units.

Use of customer and interactionanalytics is maturing.

Best practices optimize customer and interaction analytics.

Companies benefit greatly fromdedicated analytics.

COMPANIES ARE ADOPTING DEDICATED ANALYTICS SYSTEMS:

COMPANIES ARE USING MORE DATA SOURCES IN CUSTOMER ANALYTICS:

To improve business performance, companies should adopt advanced analytics that can utilize all sources of customer data.

ANALYTICS ISMOST COMMONLYUSED TO SUPPORT

THESE TASKS:

have deployed dedicated systems for customer and interaction analytics.26%

29%

CRM systems54%

records ofcustomer interactions42%

customer feedback

47%Companies use an average of 6 data sources, and 40% use up to 14. The most common are:

CustomerExperience

Management

62%Collaboration

44%Mobility

60%Big Data

MORE THAN 50% OF

COMPANIES HAVE:

• Improved customer experience and satisfaction.

• Gained better understanding of business performance.

• Achieved better alignment across business units involved in customer-related activities.

...

plan to change tools in the next 12 to 18 months....

Management of AgentWork Schedules

of companies have begun using mobiletechnology to access customer analytics.43%

78%

...

of companies are at least somewhat satisfied with it....

Source: Next-Generation Customer Analytics Benchmark Research

Sponsored By:

www.ventanaresearch.com

100%

75%

90%

QualityMonitoring

COMPANIES PLANTO IMPROVE THEIRUSE OF ANALYTICSBY ADOPTING NEW

TECHNOLOGIES,IN PARTICULAR: