November 2024
Intermediate to advanced
256 pages
5h 39m
English
Content preview from Customer 360
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
CHAPTER 3Customer 360 in Action: Some Common Tactics
In practice, it is often difficult for those of us involved in a discrete part of the Customer 360, like marketing or service, to imagine specific new tactics. It’s not a common habit to think in an end-to-end way about customer experience, despite our best intentions. In this section, we’ll present a few thought-starters—ways to envision taking Data + AI + Trust one more step, getting closer to the goal of a holistic adventure.
Remember some of the practical components of Data + AI + Trust:
- Data are available in real time in unified customer (or account) profiles, which access data from multiple internal and external systems.
- Intelligent decisions are made using automation, machine learning, and AI.
- Actions are triggered by “flows” based on user-defined rules or on intelligent decisions.
- Further automation is enabled by ensuring trust in the output.
So data combinations across departments in the enterprise, decisions and flows based on that information, … and trust. Some general areas to start brainstorming include the following:
- Cross-selling and upselling
- Personalizing service calls
- Proactive customer service (detecting potential issues)
- Engaging with customers 1:1 at greater scale
- Empowering agents and advisors (with more data)
- Reducing malfunctions and mistakes
- Reframing loyalty for retention
- Improving account-based marketing
- Building privacy-first relationships
- Extracting insights from unstructured data (text, images, ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.