It seems like the cliché of “the customer is always right” has been replaced by “customer expectations are higher than they’ve ever been”. And while many organizations have taken the former to heart, the latter is only incorporated into the customer experience strategy of the few leading companies who helped raise those expectations.
But these leading organizations have a critical pattern in common that helps them provide such a sought after customer experience: they drive these differentiated experiences using customer data.
In this brief, CX leaders will discover how content analytics fuels customer experience and how traffic and search behavior reveal opportunities for optimization.
