Data is key to any CX strategy: key insights from CallMiner

This year is set to be a difficult one for customer experience (CX) professionals as entities in every sector struggle to focus on customers while staying afloat in turbulent economic times.
CX teams will need to transform, and those that can help their companies achieve their brand goals and aspirations will thrive despite shrinking corporate budgets. To do this, they need data, as it is the cornerstone of any successful CX strategy and is integral to boosting brand loyalty and advocacy.
To unpack the importance of data for business improvements, TechCentral last week hosted an episode of the TCS+ technology show that brought together experts in the field of data analytics.
TCS+ host Yaliwe Soko spoke to Frank Sherlock, vice president of international operations at CallMiner, and explored how businesses can leverage data to improve their operations, enhance customer experience and drive growth.
It emerged in the interview that data is essential for making better business decisions. Sherlock emphasised that data provides valuable insights into customers’ needs, preferences and behaviours. By leveraging data analytics tools, businesses can harness this information to optimise their products, services and operations.
Moreover, Sherlock discussed how CX is a crucial element of business success. CallMiner highlighted the importance of using data to improve customer experience, citing examples of how businesses can use customer feedback and sentiment analysis to identify pain points and deliver personalised experiences.
Data governance and security are critical, Sherlock said, and stressed the importance of implementing robust data governance policies and security measures to protect customer data and comply with regulatory requirements.
Finally, he said the human element is still crucial in data analytics. Despite the increasing prevalence of automated analytics tools, human judgment and expertise are still necessary for interpreting data and making informed business decisions.
Overall, the interview provides valuable insights into the importance of data for business improvement. Businesses that can harness the power of data analytics will gain a competitive advantage by making better decisions, enhancing customer experience and driving revenue growth.
However, data governance and security are critical considerations, and human judgment and expertise remain key to effective data analytics.
12 May English South Africa Technology · Business

Other recent episodes

Online scams in Africa: how cybercriminals trick victims

Nearly half of 800 African survey participants have fallen victim to an online scam at least once, losing thousands of dollars in the process and compromising their personal data. Alarmingly, more than half (53%) of the respondents who fell victim were convinced the offer was legitimate because the website looked…
21 Sep 25 min

Altron’s Caryn Vos on why, in security, encryption is king

Cryptography and encryption are pivotal in modern cybersecurity operations. Altron Systems Integration senior manager for cryptography Caryn Vos tells TechCentral’s TCS+ technology show about key reasons why this is the case. Vos tells TechCentral editor Duncan McLeod about why organisations need to get encryption right if they’re serious about protecting…
12 Sep 32 min

Why more isn't always better in IT security

It’s easy to keep layering security solutions on top of a company’s IT systems, but this can lead to complexity, high costs and other unnecessary headaches. This is where security control validation can play a big role, according to information security specialists CYBER1 Solutions. In this episode of TechCentral’s TCS+,…
15 Aug 56 min

Inside e4, with group CEO Grant Phillips

Grant Phillips, group CEO of e4, recently joined Jaydev Chiba on TechCentral’s TCS+ to discuss the company’s inner workings, its future goals and its strategic outlook. With expertise and extensive experience in the proptech and fintech spaces, e4 has positioned itself as an industry leader. Its longstanding client relationships and…
8 Aug 28 min

Justin Hume unpacks Samsung's Galaxy Z Fold5 and Flip5

It’s hard to believe that Samsung Electronics is already five generations into the Galaxy Z series of foldable smartphones, with the Korean consumer electronics giant this week launching its Fold5 and Flip5 globally and in South Africa. The devices show that Samsung has perfected the folding-screen technology – and its…
4 Aug 26 min