As competition and cost pressures intensify, organisations of all sizes and across all industries recognise the need to improve the experiences their customers have with them at all points throughout the customer journey. Businesses understand that they need to maximise the opportunities that come from the interactions they have with their customers, by helping predict a customer’s needs and wants, offer personalised recommendations, reward loyalty and deal with issues in a proactive and timely manner – and analytics plays an important role in achieving these aims. The rewards for getting it right are substantial: improving the customer experience can help drive sales, retain high value customers, increase business from existing customers and improve responsiveness. But that’s not to say it’s an easy task.
This slide deck is an introduction to a full treatment we'll be giving at a free webinar on Nov 6, 2013. See http://www.mwdadvisors.com/ec/customerexperienceexcellence for more details!