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Whether you’re rolling out a new strategy, testing a new service channel, or just trying to optimize existing processes, Our resources library of trend reports, expert perspectives, and case studies can help you stay ahead of the competition. Want more insights every month, delivered to your inbox? Subscribe to our free digital CX publication, the Customer Strategist.
Customer Insights Platform
Our Humanify® Insights Platform integrates data between silos so brands can unlock a 360° view of their customers and deliver personalized experiences at scale.
Turn customer data into actionable insights
Most businesses don’t have the necessary platforms to integrate siloed data in a meaningful way. In addition, they don’t have the talent or analytics capabilities to view the customer insights needed to customize interactions. With our customer insights platform, Humanify® Insights Platform, you can turn your customer data into actionable, profitable insights. Key features of our customer insights platform include out-of-the-box convenience with omnichannel optimization, the ability to connect all data sources into one single view of the customer, and advanced data visualization tools and real-time monitoring.
Outcomes View all Case Studies→
Customer insights can drive business results,
optimize contact center KPIs, and improve CX
Personalized experiences at scale
Discover insights that will drive impact across your business
Incomplete data leads to poor business decisions. Through a common data architecture that quickly ingests, cleanses, and enriches data from any source, businesses are able to gain a more holistic view of their customers and contact center operations to discover insights that will drive impact across their business. Our insights platform also enhances associate performance and enables them to deliver more personalized experiences at scale.
Cloud-based customer data
Connect with your customers within and across voice, digital, and automated channels
Understand your customers’ needs, behaviors, and preferences and gain the insights to deliver great customer experiences. Our solution enables businesses to easily aggregate all of their customer data into a common architecture. This drives better insights, and can help predict customer churn, lifetime value, and the next best action at the individual customer level. We bring together the best of insight-driven consulting, technology, and operations that connect brands and their customers within and across voice, digital, and automated channels.
Customer insights
Powered by our Humanify Insights Platform
Customer 360°
Experience
Based on client data there are opportunities to improve, such as contact center efficiency, associate productivity, and customer experience.
Drivers of Churn
and Dissatisfaction
Predicts the likelihood a customer will cancel their service in the near future, based on if the customer is highly satisfied/ dissatisfied after a recent contact.
Proficiency Ranking
and Call Routing
Route calls to the associate predicted to best serve an incoming contact (e.g., highest potential to successfully sell, lowest predicted handle time, highest predicted NPS, etc.).
Advanced
Dashboarding
Advanced data visualization tools to report on critical associate and business metrics (e.g., associate training dashboards, omnichannel dashboards, etc.).
Campaign Analytics
and Optimization
Improve future performance of inbound and outbound campaign results.
Proactive Contact
Center Predictions
Predicts how likely a customer is to contact the company and the most likely reason for the contact.
Measure Associate
Performance and KPIs
Identify if the associate was responsible for NPS/CSAT survey results or other business action.
Emerging Topics
Identification
Alert support center with early warning of possible trending customers issues.
Understand and optimize.
There are three types of analytics. One that tells you what happened in the past. One that tells you what is happening in the present. And, one that helps you predict what will happen in the future. See how analytics are a key piece of our CX Technology Ecosystem, so that you can improve the total experience and always be optimizing.
View our Technology Ecosystem →and optimize the total experience →
Trend Report
Unlocking Customer Value by Understanding True Intent
In a time when brands are defined by CX, it’s no longer enough to meet customers where they are. To deliver service that creates value for your business and your customers, you have to understand where they’re going. And, more importantly, why. Intent mapping reveals the motivations behind interactions, helping brands anticipate customers’ needs and build experiences around them. In this report, Forrester Consulting examines how brands are using customer intent to guide simpler, more fulfilling service—increasing CSAT by as much as 48%.
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Trend
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