Traditionally, working with customer-context data has been manual, error-prone, and costly. And communication service providers (CSPs) have to navigate an increasing number of interactive channels available to customers. As a result, CSPs face challenges in understanding information bottlenecks, proactively predicting customer-experience scores, and personalizing customer interactions. Connected Customer Journey (CCJ) centralizes and refines customer-context data, creating a single source of truth of customer touch points from siloed, raw, disparate data. As a result, CSPs can automatically understand and extract customer information, creating a closed-loop approach that combines analytics insights from the customer journey and journey discovery to optimize each customer’s experience.
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