Contact centres are increasingly using technology to better understand customer needs.
By analysing interactions across different channels, businesses can identify patterns and improve the overall customer experience.
To find out more, we spoke to Brianna Van Tuinen, Senior Product Marketing Manager at CallMiner, to explain how this data can shape the customer experience.
Video: How Does Customer Intelligence Improve the Customer Experience?
Watch the video below to hear Brianna explain how customer intelligence improves customer experience:
With thanks to Brianna Van Tuinen, Senior Product Marketing Manager at CallMiner, for contributing to this video.
How Does Customer Intelligence Improve the Customer Experience?
Customers provide feedback every time they interact with a business.
“Customer data helps organizations to understand customers and deliver better outcomes. The intelligence collected through CallMiner is especially helpful in delivering a superior customer experience.
So, customers are continuously giving organizations feedback on their experiences. For example, they might reach out to the customer service centre.”
This could be through a phone call, online chat, email, or a product review. Collecting and analysing this data helps organisations identify key issues and trends.
Each interaction holds valuable information. When examined at scale, across multiple channels, this data can highlight recurring problems and areas for improvement, as Brianna explains:
“Whether that’s in the contact centre or across the organization, if you think about it, when you have trouble getting in to your online platform, what do you do? You reach out to the organization, maybe via online chat.
Or maybe you have trouble with a package not arriving on time or you’re receiving a defective product. You tend to call or email customer support or even leave a review on the website.
All of that information is feedback. It’s really critical information that when understood at scale, across all channels, across all customers, can really transform a business.”
By understanding customer feedback in real time, contact centres can refine their services, resolve issues more efficiently, and create a smoother experience for customers.
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Author: Brianna Van Tuinen
Reviewed by: Robyn Coppell
Published On: 25th Apr 2023 - Last modified: 29th Apr 2025
Read more about - Video, Brianna Van Tuinen, CallMiner, CX, Videos
