Data-Driven Customer Experience Operations Drive Revenue Growth | Episode 11

In this video, Chancy Chen explores the link between customer experience operations and revenue, emphasizing data and digital transformation. He shows how customer experience leaders can boost sales by connecting satisfaction metrics with shopping behavior. He also highlights the shift from viewing contact centers as cost centers to value generators, focusing on key KPIs like AHT and FCR to improve customer experiences and demonstrate their positive impact on sales.

"We need to have a solid formula to bind your CX matrix with the customer shopping frequency metrics. It will be directly linked, build up a strong linkage that CX matters in the shopping frequency and this will drive incremental sales to the brand."

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Видео Data-Driven Customer Experience Operations Drive Revenue Growth | Episode 11 канала WOW24-7