Often the most challenging area of customer experience initiatives is in assembling, analyzing and distributing customer intelligence throughout the company. CX teams need to be skilled in assembling a wide range of customer information, conducting insightful analysis and delivering intelligence in a manner that truly prompts action.
World-class customer intelligence occurs when:
- There is a well-developed plan for the use of all relevant sources of customer intelligence.
- Appropriate analysis is conducted to accurately interpret customer intelligence and determine appropriate action.
- Customer intelligence is widely available so users can access the information they need at any time.