Some #CX leaders are making use of the data, drawing valuable insights that can prompt alerts and guide swift action to improve customer experiences.
This approach centers on a #predictive customer-experience platform that consists of three key elements:
- Customer-level data lake
- Predictive customer scores
- Action and insight engine
#Predictive CX platforms become the foundation to link CX to value and to build clear business cases for CX improvement.
MAST Consulting Group is working on CX journey with leading organization and helping them build the right CX strategies.
Full article – McKinsey : https://lnkd.in/dYR7bdF
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