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The last few years have been extraordinary for global customer experience (CX) teams. Customers and companies alike have struggled in the face of uncertainty, and many still have room for improvement.
According to the inaugural CallMiner CX Landscape Report, 62% of organizations believe they don’t collect all of the CX data they need and only 12% of teams collect an equal amount of solicited and unsolicited customer feedback.
Without capturing and analyzing unsolicited data, companies are missing out on critical insights. Today, 79% of organizations say the majority of the feedback collected is solicited.
While every organization is collecting some data/feedback from their customers, 70% say some improvements are needed to the ways their organizations use data to enhance CX.
The vast majority (93%) believe AI and conversation intelligence will become very important or critical to how their organizations approach CX in the future.
To develop the CX Landscape Report, CallMiner worked with Vanson Bourne to survey 450 senior decision makers from contact center and CX departments in the U.S., UK / Republic of Ireland and South Africa. Respondents were from organizations with 100 or more employees globally, within the healthcare, financial services and retail sectors.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.