You have one of those “good problems” people talk about, and it is this: The customer experience has gone digital. It is not “trending in that direction.” It is not “something to plan for in the future.” It is already happening.
Here’s what you’re up against:
- 3.8 billion people connected online globally
- 2.5 quintillion bytes of data per day
- Since you started reading, a few hundred thousand tweets have been sent
- By the end of the day, 5 million blogs will have been published
Billions of people. Massive amounts of unstructured data. Countless public conversations. Personal, profound, profane, you name it.
Hand in hand with this massive shift to digital channels is a similarly massive shift in customer expectations. Customers want an experience that is increasingly personal, real-time, and on the customer’s preferred channels. And that experience WILL be amplified, for better or for worse.
This is the challenge your brand is facing: How do you listen to this vast amount of unstructured data, create actionable insights, and deliver a personal customer experience, at scale?
So, why is this a good problem? Because this problem is solvable. And when you solve it for your company, you can drive up customer satisfaction, increase loyalty, and improve revenues.
Simple enough? Let’s get started.
This article is posted at sprinklr.com
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