- Customer Experience and Contact Centre Services
- Webhelp Payment Services
- Webhelp Enterprise
- Netino by Webhelp
- Technology enablement
McKinsey estimates that a retailer using big data to the full has the potential to increase its operating margin by more than 60%.
In previous blog posts and articles, we have discussed the three steps involved in maximising the advantage created by big data analytics in customer experience management. The first two – capturing customer data and predicting customer behaviour have already been highlighted. The next, and very important, step is to act upon customer data at every touch point, across all contact channels.
Big data has the power to transform businesses, to bring together technology, customer management and marketing departments in creating personal, relevant and real-time customer relationships. To deliver on this promise, there also needs to be a company-wide commitment to use the intelligence big data analytics delivers to drive customer-focused change.
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