Dan Somers, CEO at
Warwick Analytics, presents three steps to achieving customer delight with automated predictive analytics.
According to a recent Gartner study, the vast majority of companies surveyed (89%) believe that the customer experience is the new area of focus for 2016. However, B2B organisations are struggling to define and implement customer service approaches that meet their clients’ evolving needs.
Whether you are using NPS, CSAT, NetEasy Score or CES, you have customer satisfaction KPIs in place. But how do you know that these measures are useful predictors of behavior?