We are swimming in data. For the past couple decades, the amount of data that organizations have been collecting and storing data has grown exponentially. Much of this data is customer related data. For example, this Waterford Technologies blog states that Walmart handles more than 1 million customer transactions every hour, which is imported into databases estimated to contain more than 2.5 petabytes of data. That’s mind-boggling and that’s only one organization! One would think that with all this customer data, organizations would be delivering exceptional customer service. However, effective use of this data is not often the case.
I know that from the consumer perspective, it is highly annoying to contact an organization with questions that they should have the answer to and they don’t. Or it takes the agent ten minutes to respond to a simple inquiry. This new infographic by Aberdeen shows that disconnected data silos are not just frustrating for customers but for employees as well and that’s not even touching on the high cost of not connecting data silos.
2018 is the year for organizations to take a serious look at their customer data. Are you using it effectively to improve the customer experience and maximize customer loyalty? Learn more about how Aspect can help connect all your contact center silos.
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