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About This Report
Written for businesses looking to improve their customer engagement and loyalty through personalisation strategies and techniques, “The Inner Circle Guide to the Customer Engagement & Personalisation” gives hard data and guidance on:
- Using AI to deliver a hyper-personalised experience
- Developing employees’ emotional intelligence and empathy
- Using real-time sentiment analysis
- Which channels are best for customer engagement & personalisation?
- Individualising website and telephony self-service experiences
- The use of predictive analytics and personality-type matching
- Managing the customer’s ‘moment of truth’ and winning loyalty.
UK & US editions.
Free to download.
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In this Report
The Building Blocks of Customer Engagement
- What do we need to have in place to carry out effective personalisation?
- Building segments and personas
- Omnichannel and the single view of the customer
- Customer engagement & personalisation: key processes
Knowing the Customer
- Improving the IVR experience
- Predictive & intelligent routing
- Customer intent
- Interaction & customer journey analytics
- Channels of choice
Engaging the Customer
- Managing the Call
- AI-Enabled Agent Assistance
- Sentiment Analysis
- Customer Engagement and the Moment of Truth
- The Human Angle: Empathy and Emotional Intelligence
- The Use of Web Self-Service
- Escalating from Web Self-Service to Live Telephony
- Personalising the Website
- The Role of Video in Customer Engagement & Personalisation
- Proactive Customer Engagement
- Personalisation and Customer Engagement – success and pitfalls
