Globally, enterprises are doubling down their investments in Customer Experience (CX) to create market differentiation. With increasing focus on digital CX, next-gen analytics has emerged as a lynchpin for enterprises’ digital CX transformation strategies.

Notably, analytics in contact centers has moved beyond tracking hygiene operational metrics and is emerging as a powerful tool that can help brands better understand customer needs. The use of next-gen analytics tools and solutions, including big data tools, machine learning, internet of things, and data visualization, is allowing enterprises to process large data volumes, generate real-time insights, and predict outcomes, all of which have significant impact on CX.

Analytics is also making it possible to deliver services much more efficiently, thereby bringing down costs and enhancing agent experience. In fact, advanced next-gen analytics is enabling contact centers to transform into business centers by generating insights on customer needs, which impact the overall business strategy.

Scope

All industries and geographies

Contents

In this viewpoint, we examine:

• The need for next-gen analytics
• The evolution of analytics solutions and the current state of analytics adoption in contact centers
• Challenges in next-gen analytics implementation and best practices for organizations to follow
• The role of Customer Journey Analytics (CJA) and Customer Journey Mapping (CJM) in driving next-gen analytics adoption in contact centers
• The role of third-party Customer Experience Management (CXM) providers in accelerating an organization’s next-gen analytics adoption journey

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management