Taming Your Customer Interaction Data into Usable Intelligence

If you run or manage a contact center, you'll know that customers today have a dizzying array of contact media available to them. Chances are you are tasked with integrating and managing all of them. Customers are likely contacting you more often, too. With the explosion of these multichannel interaction options, customers now interact with companies on a much more frequent basis.

One upside of this growing list of customer contact media is that your relationships are much more information-rich today. A wealth of data resides in these various customer interactions, and smart companies harvest and interpret it to get to know their customers better and to gain an edge over their competitors. Luckily, technology is now capable of turning all these data into strategic insights that predict each individual customer’s future behavior. What if you knew what each customer was going to do in the future and why? Imagine how that could change the way you do business. 


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Predicting customer behavior isn't for amateurs, however. While all the information you need to predict customer behavior is likely in your databases – which customers are likely to leave, what customer satisfaction or Predictive Net Promoter Score customers would give if they took a survey, and who would buy a product if it was sold to them – properly aggregating and using all this valuable information is not necessarily an easy process.

To get full value out of this data, you need to be able to gain insight into the types of interaction data used to predict customer behavior; learn how to determine which customer behaviors you can predict; and understand how successful companies that have used this insight to drive significant business value have coped with it.

On Tuesday, September 18, 2012, at 2:00 PM EDT/ 11:00 AM PDT, Mattersight Corporation, together with TMCnet, will conduct a new Web event entitled, “Using the Voice of Each Customer to Predict Their Future Behavior.” During the event, Mattersight's VP of Marketing and Product Management, David Gustafson, will help attendees understand how to use this customer information to the benefit of their operations.

Click here for more information or to register for the event.

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