CallMiner Report Reveals More than 60% of Organizations Don’t Collect Enough Data to Improve Customer Experience

Inaugural research report finds major CX gaps and areas of opportunity, with only 12% of organizations collecting an equal amount of solicited and u********** feedback data

A new global report released by CallMiner reveals that 70% of contact center and customer experience (CX) decision makers acknowledge some improvements are needed to the ways their organizations use data to enhance CX. The inaugural CallMiner CX Landscape Report, conducted in partnership with Vanson Bourne, identifies how organizations today are collecting and acting on customer data to effectively overcome challenges, maximize opportunities and drive better experiences.

In order to drive positive CX, it’s necessary to gather the right data, yet according to the report, over 3 in 5 (62%) respondents believe their organization doesn’t collect all the data they need.

Only around 1 in 10 (12%) say their organizations collect about an equal amount of solicited feedback (e.g. customer surveys) and u********** feedback (e.g. customer interactions that happen within customer contact or service centers). And with 79% reporting that at least the majority of the feedback they collect is solicited and 44% reporting that all the feedback they collected is solicited, organizations are clearly missing out on a significant opportunity to gain a holistic view of CX.

“The CX industry is rapidly evolving. Businesses are navigating an increasingly complex technology market, while looking to meet changing customer expectations,” said Paul Bernard, President and CEO, CallMiner. “Our CX Landscape Report provides a critical lens into the CX industry, and gives decision makers the insights they need to succeed.”

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Limited data collection and analysis is holding organizations back
While 100% of senior decision makers surveyed say they collect some data and feedback from customers about their experiences, organizations are still maturing when it comes to how they use that data. If organizations are going to drive improved CX, they must use innovative methods of customer data collection, while efficiently and effectively analyzing data to uncover insights and intelligence that result in meaningful action.

The report found:

• Almost all respondents (96%) surveyed say their organizations are using manual analysis to some extent, such as hand-coding feedback or aggregating data using Excel or PowerPoint. With so many still using manual processes, organizations aren’t maximizing the potential of the data they’re collecting.
• The majority (70%) say some improvements are needed to the ways their organizations use data to enhance CX. With only a portion (48%) actually recording calls and so few collecting an equal amount of solicited and u********** feedback, it’s clear most don’t have a complete view of CX.
• Six in 10 (60%) say their organizations are unable to accurately track ROI regarding customer data and feedback all of the time, which could be holding them back from understanding the value of their CX efforts.
• Despite 94% of respondents believing their organizations are very customer-centric, more than half (58%) report that their organizations’ CX departments and teams are not completely aligned with the rest of the business.

As long as organizations have departmental silos and are using outdated methods to analyze customer data and feedback, they’ll be limited in their ability to identify key trends and adapt to customers’ needs – ultimately making it hard to connect the dots and drive enterprise-wide CX improvements that showcase the ROI of their efforts.

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Employee experience plays an important role in CX
There’s strong agreement (99%) that the way employees deal with customers has a direct impact on the perception of the organization’s brand, products or services. Similarly, the vast majority (99%) believe employee experience (EX) is at least somewhat important to the success of CX.

However:

• While the majority (93%) of respondents report that their organizations use insight from the analysis of CX data to improve training, onboarding and coaching for customer service representatives, less than half (44%) are using u********** feedback sources to understand the experience of their employees.
• Further, a third (34%) of those surveyed say customer service representative disengagement or lack of productivity is one of their top three biggest challenges.

Improving EX is critical to improving CX. Though organizations have started to take the steps to utilize data to drive employee satisfaction, engagement and retention, there is much to be done to close the gap in addressing the workforce challenges that ultimately impact CX.

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[To share your insights with us, please write to sghosh@martechseries.com]