What do we mean by customer insight, anyway?
Customer insight. Customer insight. Customer insight.
It’s a term frequently used in the Customer Experience world and a top priority for many organisations. But, what does it actually mean? And why is it so important?
We’re all familiar with the explosion in customer data volumes over the last 10 years. As a result, there’s a lot of talk about the need for insight – some way of making sense of all the data to understand customers better and to ultimately predict their behaviour and buying decisions.
Contemporary customer experience professionals will commonly be able to access vast stores of customer data from various sources and channels such as CRM systems and social media; this is indisputably an asset, but only in as much as you are able to understand and use it.
Download our new paper to uncover the definition of insight and what it means for Customer Experience, plus tips on how to become an insight driven organisation.