Last week, Mattersight hosted a webinar featuring Forrester and Accenture that talked about ways that you can enhance customer engagement without sacrificing your budget. The hour-long session was informative and engaging thanks to our thought leaders, Ian Jacobs and John McNally.
Ian – Forrester analyst, award-winning columnist and speaker – talked about the state of contact centers and consumers today. To expand on that, he highlighted relevant findings from the Forrester CX Index, which measures how successfully a company delivers customer experiences that create and sustain loyalty. “When we know more about a customer, we can feed that information into other parts of the customer lifecycle,” said Ian. He noted that keeping customers from calling a contact center doesn’t necessarily maintain a budget, and that there are ways to increase revenue while improving CX.
Accenture’s John McNally, who is experienced in contact centers and financial services, then detailed the Zero-Based Budgeting (ZBB) concept and how it justifies every element of a budget, drives business value, and makes a company more competitive. McNally also covered the three drivers of using contact centers as a strategic asset: smart automation, selective human touch, and smart integration. He emphasized that the ability to engage a customer in real-time while learning from the interaction provides high value to both customers and a company.
It’s no secret that creating CX initiatives that benefit both customers and businesses are important. It’s encouraging to know, however, that there are ways to effectively do this today without breaking the bank.
Thank you to everyone who joined us for the webinar! If you didn’t have the chance to join, register here to access the replay.
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