Brianna Van Tuinen at CallMiner defines customer intelligence in this video.
What Is Customer Intelligence (CI)?
Customer intelligence is any information an organization collects to better understand its customers. That could be demographic data, geographic data, information about the customer’s attitudes and behaviours, and even transactional data.
It can really be anything to understand the customers.
We really focus on feedback coming from customer channels, and that’s because customer channels are a treasure trove of information on customers’ needs, desires, and preferences.
The CallMiner platform allows teams to collect and aggregate customer feedback that’s generated across all channels.
So, if you think about the omnichannel experience, it could be calls, chats, chatbots, emails, social media, surveys, forums, reviews, support tickets, you name it.
After collecting that feedback, the platform then can uncover deep insights and intelligence to deliver better customer experiences and outcomes.
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