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Three factors are fueling the growth of customer experience data: automation in the customer touch points, maturing markets for customer data, and consumer sophistication in sharing customer experience. Today's customers have the ability to use a variety of media to broadcast their good and bad experiences in real time. Successful organizations are responding with an investment in real-time Customer Experience Analytics (CEA) to improve their customer relationships, products, and processes.
This book discusses a series of case studies from a variety of industries to show how CEA is reshaping the way we interact with our customers. It explores a set of technologies available to help us create the capabilities to sense, isolate, and alter the customer experience to competitive advantage--creating a real-time, adaptive relationship with our customers.
With Customer Experience Analytics, you will:
|Author Name:||Dr. Arvind Sathi|
|Publication Date:||December 1, 2011|
|Product Dimensions:||6.2 x 0.2 x 9.2 inches|
|Shipping Weight:||0.75 pounds|
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