CUSTOMER INSIGHTS
HEARING ( AND UNDERSTANDING ) THE CUSTOMERS HOW TO BEST TAP THEIR INVALUABLE INSIGHTS .
BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH DAVE SINGER
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Your customers want and need to be heard and to have our insights gathered , analyzed , and if merited , acted on to enable success for your organization . But these are uncertain times , riddled with angst . We as customers are both demanding and nervous . Nothing personal ; it is today ’ s zeitgeist .
At the same time , the technology underpinning customer engagement and customer experience ( CX ) is increasingly being built with AI ( artificial intelligence ) on a digital , networked virtual foundation .
Can we harness AI effectively to provide organizations with deep customer insights without missing our humanity ?
To provide insights into how best to listen and understand customers like us and utilize that knowledge , we recently had a virtual conversation with Dave Singer , who is Global Vice President , Go-to-Market Strategy , Verint .
DAVE SINGER
WHAT ARE CONTACT CENTERS HEARING FROM CUSTOMERS IN THE WAY OF ISSUES BUT ALSO IN THE TONE AND URGENCY ? ARE THESE CHANG- ING , AND WHY ?
A : The types of issues that contact centers are facing hasn ’ t really changed . Think billing questions , delivery delays , challenges with the website , etc .
However , customer expectations around the speed to resolve issues have significantly increased . Customers today want excellent service and quality products , and they want them fast . Tomorrow feels like a long time to have something physically shipped to your home . It ’ s the same with resolving customer issues . And everything and anything is increasingly an urgent matter .
24 CONTACT CENTER PIPELINE