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Top Customer Intelligence Trends to Watch out for in 2022
Retailers are shifting from a product-focused mindset to a customer-centric mindset. They will have to revamp their marketing divisions when they start embracing this trend. First and foremost, they necessitate the formation of a central content team.
Fremont, CA: Customer intelligence, also known as customer analytics or voice of the customer, is a subset of customer relationship management (CRM) that includes technology such as feedback management, natural language processing (NLP), social media monitoring, and other analytics and data management tools. Simply said, it is a method for organizations to collect and analyze massive volumes of data in order to discover the most effective and efficient ways to interface and connect with their customers.
So let's delve into the top customer intelligence trends that can make your 2022 absolute success-
Customer Service Automation
Automated customer service is becoming increasingly popular among businesses. According to a recent study, companies who use technology to improve their customer experience, such as automation, can save up to 40 percent on service costs.
Humans can only work for a limited amount of time per day. Customer assistance that is automated, on the other hand, is available 24 hours a day, seven days a week. Your employees will be able to focus on more difficult consumer engagements once your customer support systems have deflected basic inquiries.
Drastic Shift from Product-Oriented to Customer-Centric
Retailers are transitioning from a product-focused mindset to a customer-centric mindset. They will have to revamp their marketing divisions when they start this trend. First and foremost, they necessitate the formation of a central content team. Bringing together category managers, assortment managers, campaign managers, and analysts will allow them to constructively examine the customer journey. Data will be handled as a result of this information sharing.
When they use customer intelligence solutions to this freshly produced customer data, the solutions should be able to address both product and customer factors.
Customers' data can be coupled with big data, machine learning, and artificial intelligence (AI) to provide unrivaled personalization across the customer journey. Customer service contacts, customer happiness, transaction conversion, and repeat purchases all benefit from personalization. AI and automation can also help your human representatives recognize who they're speaking with by providing context.