In this paper, we look at the importance of real-time data in delivering on competitive customer experience today. The digitisation of many functions within customer experience management has introduced new efficiencies, while also presenting new opportunities around personalised experience practices. We explore the impact of real-time data on customer care and how real-time data, when leveraged effectively, can harness a far more valuable and engaged relationship between service provider and subscriber. Key areas of discussion include:
- The Digitisation of Customer Care
- Putting Real-Time in Context
- Real-Time Data Driving Contextual Marketing
- Actioning for Real-Time Response
- Mapping Customer Lifestyle to Experience
