对话智能：新客户体验优势

AdvantagThe New/ CXAdvantage Research reveals customer conversationsare emerging as a rich source of insight forCX and contact center leadersResearchreveals customerconversationsare emerging as a rich source of insight forCx andcontact centerleaders You’ve already got the data.You just aren’t using itYou've already got the data.You just aren't using it. A customer encounters a problem, reaches out to customer support,chats with an agent, and then what? They’re asked to spend even moretime filling out a survey while the issue continues to occur for others.Acustomerencountersaproblem,reaches outtocustomersupport,time filling out a survey while the issue continues to occur for others What is conversational intelligence, anyway?Whatis conversational intelligence,anyway? Powered by AI, NLP, and analytics, conversational intelligencetransforms unstructured data from conversations betweencustomers and organizations across channels like voice, chat,email, and messaging into insights designed to improve thecustomer experience—shaping 1:1 real-time customerinteractions and guiding broader strategic changes that elevatethe businessPowered by Al, NLP,and analytics, conversational intelligencetransformsunstructured datafromconversationsbetweencustomers and organizations across channels like voice, chat,email, and messaging into insights designed to improve thecustomerexperienceshaping1:1real-timecustomerinteractions and guiding broader strategic changes that elevatethe business. The thing is, survey participation has been declining over the last 20years. Best-case scenario: A fraction of customers share feedback. Worst-case scenario: Organizations rely on surveys alone and leave criticalinsights on the table. The thing is, survey participation has been declining over the last20years.Best-case scenario:Afraction of customers sharefeedback.Worst-case scenario: Organizations rely on surveys alone and leave criticalinsights onthetable. The way things have always been done isn’t working. The way things have always been done isn't working. The contact center holds the raw, unfiltered truth about your customers.It’s a goldmine just waiting to be tapped.The contact center holds the raw, unfiltered truth about your customers.It'sa goldmine just waitingtobetapped. This report explores how companies are (and aren’t) leveragingconversational intelligence to make smarter decisions, fix root causes, andaccelerate growth. Spoiler: Leaders are 6x more likely to leverage CIeffectively, but most organizations are still playing catch-upThis report explores how companies are (and aren't) leveragingconversational intelligenceto make smarter decisions, fixroot causes,andaccelerate growth.Spoiler: Leaders are 6x more likely to leverageCleffectively,but most organizations are still playing catch-up. Thanks to new advances in artificial intelligence (AI) and natural languageprocessing (NLP), the key to unlock the hidden value of your contactcenter conversations is now available.Thanks to new advances in artificial intelligence (Al)and natural languageprocessing (NLP),the key to unlock the hidden value of your contactcenterconversations is nowavailable. That key is conversational intelligence (CI).That key is conversational intelligence (Cl). AuthoAndrew Custage Head of Research InsightAuthorAndrewCustageHead of ResearchInsights Key FindingKey Findings Conversational intelligence has the power to deliver strongresults, but most organizations are missing out.Conversational intelligence has the power to deliver strongresults, but most organizations are missing out. Bad NewBad News Good NewGood News Better NewBetter News CI helps drive KPIs across CX, the contactcenter, and the broader business: NPS®,first contact resolution, upsell rates, andrevenue per customerCIhelpsdriveKPls across CX,the contactcenter,andthebroaderbusiness:Npsfirst contact resolution,upsellrates,andrevenuepercustomer. 59% of customer communications happenoutside feedback surveys—often lost inservice interactions59%ofcustomercommunicationshappenoutsidefeedbacksurveys-oftenlostinservice interactions. Most CX practitioners (64%) plan toincrease their CI investment in the nextyearMostCXpractitioners(64%)plantoincrease their Cl investment in the nextyear. Only 1 in 3 CX teams report highconversational intelligence use and almosthalf aren’t using it at allOnly1in3CXteamsreporthighconversational intelligenceuseandalmosthalf aren't using it at all. Most (73%) fast-growing brands plan toincrease their CI investment, and 88% whoare already using it say it’s valuableMost(73%)fast-growingbrandsplantoincreasetheir Clinvestment,and 88%whoare already using it say it's valuable. CX leaders are 6x more likely to useconversational intelligence in a meaningfulway vs. laggards.CX leaders are 6xmore likelyto useconversational intelligence in a meaningfulwayvs.laggards. HiddenSignalHiddenSignals Every call is a cry for help.Are you paying attentionEvery call is a cry for