July 03, 2013
Webinar - Decoding the Customer Genome Through Big Data
By Robbie Pleasant, TMCnet Contributor
There are insights to be made everywhere, particularly when dealing with customers. There’s so much to be gained and learned from each chat, call and conversation with customers that it has been described as the “customer genome,” but just like science is unraveling all the mysteries of the human genome, the customer genome is equally worth examining.
Naturally, big data is one of the ways in which customer interactions can best be analyzed. It can gather vast amounts of information from multiple sources, compiling a clear picture of the customers, how they behave, what they want, and what they’ve already gone through. Contact centers now have the opportunity to become leaders in big data usage, as long as they follow the proper steps to make the most of it.
Still, there are plenty of ways to make the most of big data, both for gathering the customer information and making the most of it. With some proper insights and tactics, one can decode the customer genome and determine how to best satisfy customers while improving the bottom line.
For those interested in learning more, there’s a webinar for you. “Driving Value with Applied Analytics: The Customer Genome Project” looks at what happens once the customer’s call comes to an end, and how big data can help contact centers gather and optimize enough information to map the customer genome.
The webinar is presented by Bryce Engelbrecht, the vice president of analytics and general manager for QeyMetrics, and moderated by Stefania Viscusi of TMCnet. Customer experience experts who understand the value of contact centers, as well as frontline contact managers who want more insights into their customer interactions, will find a wealth of information available to them. It will be held on July 26, starting at 2 p.m. EDT, so if you want to look into the mysteries of your customers and all the data they provide, it’s worth a look.
Edited by Alisen Downey