Turning CX Numbers into CX Insight

Famous American computer scientist and mathematician Richard Hamming once said that “the purpose of computing is insight, not numbers.” That logic is difficult to argue against – and the CX industry is informed by numbers that are driving profound changes in how businesses (and the clients they’re interacting with) are behaving. In Five9’s 2021 CSI study, 30% of respondents stated that they’d walked away from a business they’d been loyal to because of a bad customer experience with the contact center. With numbers that scary, it’s obviously important for a business to pivot with speed and agility on the back of solid insight when required. Historically this has been a difficult, laborious, largely manual, and rigid process. Surveys, feedback, mystery shoppers/callers, spreadsheets, covert eavesdropping on customer interactions. Source: https://www.five9.com/blog/2021-turning-cx-numbers-into-cx-insight
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