119: CXPA Live, Predictive Analytics

In the second episode of a series of live reports from the CXPA Insight Exchange, Jeannie and Adam discuss predictive analytics for getting way ahead of customer service issues. Predictive analytics for proactive customer service We just love technology that helps gather and analyze data, don’t you? The problem with data, though, is that it’s all in the past. It’s great to have a solution at hand for a known customer service issues, but that means a customer has already had a mishap with your brand. And by the time the data is analyzed and reported, it could mean many more customers are having the same issue. Oops! If you’re a regular listener, you’re probably ready to own the issue like a superstar and wow the customer with your recovery. But what if you could avoid the need for those stellar feats of customer service heroism? Some companies are leveraging new technology to see well into the future with immense amounts of data from different sources. They’re using this data to generate possible outcomes, both good and bad, and they’ve been at it long enough to know the accuracy is startling! At the CXPA Insight Exchange, the crowd was abuzz about predictive analytics. Could this be the holy grail of proactive customer service? Our hosts were live on the scene to tell you what it’s all about. Listen in! Related Content Customers That Stick® post, What Do We Know About Big Data? (Infographic)           360Connext® post, Performance Metrics Are Great, But Always Late Episode 117: CXPA Lice, The Voice of the Customer Episode 097: The Best Customer Loyalty Metrics Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices