Augmenting traditional contact centre data with Big Data can provide meaningful and relevant insights into the customer journey. In fact, Big Data contains a vast amount of social media information about trends, general customer sentiment, customer profiles, competitors, and in the end, prospects.
Frost & Sullivan Global Program Director Stephen Loynd will identify and discuss the most important trends related to the Big Data phenomenon.
The live presentation will uncover the following questions:
-How should we think about creating customer value for contact centers from Big Data?
-How should European enterprises be responding to the Big Data opportunity in the context of these fast-moving times?
-Are European companies and their outsourced partners aware of the importance of Big Data in delivering a holistic, unified Customer Experience?
Businesses across Europe should now be looking for ways to leverage the collective and inherent intelligence in social networks to provide better customer service, make better business decisions and guide new products to market. “So many businesses today will need to fashion effective ways to ride fast-moving social streams while also steering that data so that it flows in directions that result in smart decisions,” says Stephen Loynd. Ultimately, Big Data of this type provides broad information that, when combined with traditional sources, offers insight into customer behavior while assisting decision making.
“What are the realities of this emerging trend known as ‘Big Data’? How much is it really being used in the contact center and throughout the enterprise? When it comes to providing a quality Customer Experience, these are key questions that more and more companies are realizing they need to confront,” emphasizes Loynd.
Frost & Sullivan’s online conference “Big Data & the Paradox of the Great Restructuring (Europe)” will take place on Thursday, 29 May 2014, at 10:00 am EDT (3:00 pm BST).