How Data Improves Customer Experience

Surveys can serve an important purpose. We should use them to fill holes in our understanding of the customer experience or build better models with the customer data we have. As surveys tell you what customers explicitly choose to share, you should not be using them to measure the experience. Surveys are also inherently reactive, surface level, and increasingly ignored by customers who are overwhelmed by feedback requests. This is fact. There’s a different way. Some CX leaders understand that the most critical insights come from sources customers don’t even realize they’re providing from the “exhaust” of every day life with your brand. Real-time digital behavior, social listening, conversational analytics, and predictive modeling deliver insights that surveys alone never will. Voice and sentiment analytics, for example, go beyond simply reading customer comments. They reveal how customers genuinely feel by analyzing tone, frustration, or intent embedded within interactions. Behavioral analytics, meanwhile, uncover friction points by tracking real customer actions across websites or apps, highlighting issues users might never explicitly complain about. Predictive analytics are also becoming essential for modern CX strategies. They anticipate customer needs, allowing businesses to proactively address potential churn, rather than merely reacting after the fact. The capability can also help you maximize revenue in the experiences you are delivering (a use case not discussed often enough). The most forward-looking CX teams today are blending traditional feedback with these deeper, proactive techniques, creating a comprehensive view of their customers. If you’re just beginning to move beyond a survey-only approach, prioritizing these more advanced methods will help ensure your insights are not only deeper but actionable in real time. Surveys aren’t dead (much to my chagrin), but relying solely on them means leaving crucial insights behind. While many enterprises have moved beyond surveys, the majority are still overly reliant on them. And when you get to mid-market or small businesses? The survey slapping gets exponentially worse. Now is the time to start looking beyond the questionnaire and your Likert scales. The email survey is slowly becoming digital dust. And the capabilities to get you there are readily available. How are you evolving your customer listening strategy beyond traditional surveys? #customerexperience #cxstrategy #customerinsights #surveys

How SAP is Using AI to Enhance Customer Experience SAP leverages AI to significantly improve customer experience through a variety of innovative approaches and tools. Here are the key ways SAP is enhancing customer interactions: 1. Personalized Interactions - Customer Profiles: AI-generated customer profiles powered by real-time data from the SAP Customer Data Platform enable businesses to deliver tailored and relevant experiences. This includes personalized recommendations and targeted marketing content. - Predictive Engagement: AI's predictive analysis allows businesses to anticipate customer needs and offer proactive solutions, enhancing engagement and satisfaction. 2. Automation of Repetitive Tasks - Role-Based AI Tools: SAP provides job-specific AI tools to automate time-consuming tasks for service, sales, and commerce teams. This includes generating content, summarizing customer issues, and suggesting solutions, which frees up teams to focus on more value-adding activities. - Catalog Management: AI assists in product discovery by automatically extracting and enriching product attributes from images and text, generating product descriptions, and improving search capabilities, which enhances the shopping experience 3. Enhanced Customer Support - Proactive AI Responses: AI models in SAP's Customer Experience portfolio detect questions and suggest responses in natural language, derived from business data. This proactive approach helps resolve customer queries faster and more accurately. - Self-Service Options: AI-powered self-service tools and chatbots provide 24/7 customer support, reducing response times and improving availability. 4. Integration with Business Processes - Embedded AI Features: SAP integrates AI capabilities directly into its products, such as SAP Sales Cloud, SAP Service Cloud, and SAP Commerce Cloud. These embedded features help in generating personalized content, automating responses, and providing real-time insights. - Holistic Data Utilization: SAP's AI solutions leverage data from various sources, including ERP systems, to provide comprehensive insights and enable more informed decision-making, leading to better customer experiences. 5. Generative AI Innovations - Joule AI Assistant: SAP introduced Joule, a generative AI assistant that helps streamline customer service and marketing tasks by providing contextual insights and automating routine processes. This enhances productivity and ensures more personalized customer interactions. 6. Predictive and Preventative Support - Predictive Analytics: AI-driven predictive analytics in SAP solutions help businesses forecast demand, optimize inventory, and plan more effectively. This ensures that customer needs are met promptly and efficiently. By embedding AI across its customer experience solutions, SAP aims to deliver more personalized, efficient, and proactive customer interactions, ultimately driving higher satisfaction and loyalty. #SAP #AI #ZaranTech

Transforming Data from Liability to Asset In today’s rapidly evolving financial landscape, the power of data cannot be overstated. We often hear about data as the new oil, but are we truly tapping into its potential? It's time to shift our perspective and see data as an invaluable asset rather than a liability. Here’s why: Engagement Insights: • Email Engagement: Tracking open rates over 30% and CTR over 5% in the last 3 months. • SMS Engagement: Response rates over 40%, with replies within 60 minutes. • Social Engagement: More than one like or comment within the last 30 days, and social shares exceeding one per month. Actionable Intelligence: • Event Attendance: Participation in two or more events or webinars in the last 6 months. • Feedback and Surveys: Customers providing a CSAT score of 8+ or an NPS score of 9+. When we transition this rich data from IT to sales, we unlock a goldmine of opportunities. Data-driven strategies not only enhance engagement but also build stronger, personalized relationships with customers. Here are some benefits: Increased Efficiency and Personalization: • By understanding customer behavior and preferences, sales teams can tailor their approach, making interactions more relevant and impactful. • Leveraging automation and analytics tools enables real-time customer segmentation and targeted outreach. Building Trust and Loyalty: • Effective use of data helps in identifying critical life events (like graduations or weddings), allowing financial institutions to offer timely, relevant financial advice and products. • This life-centric approach ensures customers feel valued and understood, fostering long-term loyalty. Driving Business Growth: • Data helps in spotting market trends and customer needs swiftly, enabling proactive adjustments in strategy. • This agility is crucial in today’s market, where customer expectations and competitive dynamics are constantly evolving. What would you add or adjust to this data-driven approach to customer engagement? How do you see AI and other technologies contributing to this strategy? #DataAnalytics #CustomerEngagement #FinancialServices

Your Customers Are Speaking...Are You Really Listening? Yesterday, I was asked in a LinkedIn Direct Message..."How do we access all of our customer data going back years without buying expensive research reports from 3rd party companies?" Easy... You Already Own the Data. AI Makes It Work for You. 1. Every Conversation, Every Source...Unified & Analyzed Imagine pulling in data from: (Past, Present & Future) - Emails - Live Chats & Chatbots - Phone & Video Call Transcripts - Social Media & Reviews AI-powered tools like NLP and Sentiment Analysis can scan through years of data, identifying patterns, trends, and critical insights that would have been missed otherwise. What if 40% of lost deals stem from the same unaddressed objection your reps keep missing? AI will surface it. 2. Unlocking the WHY...Decoding Customer Intent with AI - Detecting buying signals. - Identifying friction points. - Uncovering emotional triggers. Example: AI scans thousands of chat transcripts and finds that customers hesitate during pricing discussions 70% of the time. The solution? Optimize pricing explanations and offer preemptive value justification. 3. Transforming Insights Into Revenue & Retention - Sales Playbook Optimization. - Real-Time Rep Coaching. - Automated Response Recommendations. - CX Personalization. A 10% increase in CX intelligence can drive a 25% increase in revenue. The insights already exist...you have to access them. 4. AI-Powered Feedback Loops: The Self-Improving System With AI, your customer insights don’t just sit in reports...they fuel a self-optimizing feedback engine: - AI surfaces new trends in customer concerns and objections. - Sales & CX teams adjust messaging, training, and strategy. - AI monitors impact, learns from results and refines its recommendations. - Repeat. Improve. Win. YOU HAVE THE DATA...Turn it into gold! Workplace AI #businessintelligence #data #customerexperience #sales #ceo

Most companies don’t actually know their customers as well as they think they do. 🤔 In a world where personalization reigns supreme, direct-to-consumer brands have no excuse not to be data-driven. Here's the harsh truth: without deep insights into customer behavior, you're leaving opportunities (and revenue!) on the table. 🚪💸 Let me paint a picture: One of our clients, a fintech company, wanted to boost the adoption of their premium app features. They had amazing functionality, but the uptake just wasn’t there. Using Fivvy, we identified the right users—those already engaging with competitive apps and showing behaviors that indicated premium preferences. The result? An 18% increase in premium feature adoption and 7% less churn in this segment. Here’s the kicker: it wasn’t about spamming all users. It was about precision. Personalized push notifications and targeting worked because we truly knew their audience. 🎯 In the age of abundant data, the winners are the companies that leverage it smartly—not just to sell but to add real value to their customers' lives. What’s stopping your company from becoming truly customer-centric? #CustomerExperience #DataDriven #Fintech #CustomerSuccess #DirectToConsumer #Fivvy

Is your business drowning in data?! But here's the reality: data is only powerful when it's actionable. Even the best tools can't move the needle on your customer experience (CX) or business outcomes without a clear plan. Let's dive deep into how leaders can cut through the noise and extract meaningful insights from overwhelming amounts of customer data. Spoiler alert: it starts with having a clear objective. 🌟 Here's what we unpack in this Experience Action episode: ✅Clarity is Key: Before diving into tools or technology, ask: What's my objective? Knowing what you're after will help you focus on the right data. (Improve retention! Increase Referral Rates! More Repeat Purchases…get clear about outcomes.) 🔬 ✅Centralizing Your Data: Many organizations face the challenge of siloed data across departments. Implementing a Customer Data Platform (CDP) can be a game-changer by integrating information and providing a unified view of the customer journey. 🎯 ✅Leveraging AI for Deeper Insights: Once you have a clear objective and centralized data, artificial intelligence (AI) and machine learning can identify patterns and uncover hidden insights. Tools like IBM Watson and Salesforce Einstein can help you go beyond basic analysis and start making data-driven decisions at scale. 🤖✨ ✅Turning Insights into Action: Analysis without action is a wasted effort. Make sure you have a plan to act on your findings. Whether through sentiment analysis, predictive analytics, or feedback loops, the ultimate goal is to improve customer outcomes and drive business success. As CX leaders, the work we do matters. 🌍 We are shaping experiences not only to build loyalty but also to change lives. Feeling overwhelmed by big data or AI? We're here to support you. Learn more about our strategic approach and check out our resources at Experience Investigators. You've got this! https://lnkd.in/gGmC9cqZ #CustomerExperience #CXStrategy #DataInsights #AIinCX #ExperienceAction #CXLeadership #BusinessTransformation #CustomerSuccess #ExperienceInvestigators