More and more firms are adopting new strategies, processes and technology, such as customer and operational analytics to improve business performance and become customer-obsessed. But to have a customer-obsessed culture,operational-analytics-customer-obsessed-insights-driven companies need to become insight-driven at every business level.
Forrester’s data shows that insights-driven firms are 39% more likely to report year-over-year revenue growth of 15% or more.
To manage today’s complex technology and make the contact center ready for analytics and digital optimization, most enterprises need to build a modern infrastructure and stitch data silos together. Once the right strategies, technology, processes and training are in place – organizations are not only able to capture, store and manage big data, but also access the needed data to obtain insights in a timely manner.