Experience analytics, also called customer experience analytics, is the systematic collection and analysis of user behavior and customer perceptions as they interact with various touchpoints along the user journey mapping. Experience analytics allow businesses to better know their customers, including what they expect and need from experiences. These insights allow organizations to optimize the entire customer journey. This continuous cycle of key metrics analysis and improvement can result in experiences that increase customer loyalty and lifetime value and, ultimately, improve the bottom line.
Contact centers can benefit from experience analytics since that is where so many critical customer interactions take place. And because they are so rich with customer data, there's no shortage of inputs to the analysis. Everything from average speed to answer (ASA) to self-service success rates to transactional Net Promoter Scores (tNPS) can be used to understand the quality of experiences being provided by contact centers.
Working With Artificial Intelligence and Customer Analytics
With so much customer data in the entire customer journey comes the risk of customer data overload as well as the added complexity of trying to combine statistics from different sources. Modern experience analytics applications can solve these problems by aggregating customer data from different systems and then producing actionable insights in a format that makes it easy to identify areas that need attention.
The best experience analytics tools leverage artificial intelligence to pull even more insights from contact center interactions for customer retention. AI provides the ability to comb through all contacts from voice and digital channels and identify contact drivers, trending topics, emerging problems, and more. Additionally, experience analytics applications can determine customer sentiment from keywords and speech characteristics like voice tone and pitch.
The capabilities of experience analytics software can give businesses the insights they need to create loyalty-building customer experiences, improve customer satisfaction and reduce customer churn.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience through various digital touchpoints at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.
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