Unlocking data-driven customer (and digital customer) insights 6 Data & Analytics Published: August 28, 2024 Every organization knows that data is the key to delivering excellent experiences to customers, and the same applies to digital customers. The Internet of Things (IoT) has created a connection between objects and people through digital mediums, transforming household appliances into ‘smart devices’. The same underlying technology has now entered the customer and citizen engagement spaces. Digital customers, or machine customers, are connected devices that act on behalf of consumers and organizations to provide key insights without the need for human intervention. Gartner has estimated that, conservatively, at least 15 billion connected IoT products will have the potential to behave as digital customers within the next two years. Digital customers digital pose new challenges to delivering customer experiences, but also new opportunities for revenue generation, as they allow businesses to leverage data from a much broader range of sources than previously available. This means that, as well as focusing on great experiences for your customers, you need to focus on their devices- or digital customers. As digital customers become more prevalent within the contact center space, is it time for brands to look to […]
Transitioning to a Dynamic Data Hub: The Future of CX
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