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Key Takeaways
Surveys are not an effective way to develop CX initiatives and get ROI due to low response rates and skew towards negative feedback.
The Value Irritant methodology is a three-phase approach to identifying and addressing customer intents and improving CX.
Leveraging contact centre data can provide valuable insights into customer needs and pain points.
Understanding customer intents through AI can help in personalising services and improving customer experiences.
Key Statistics
Generally, only 20% of surveys receive a response, with the responses often skewed towards negative feedback.
In the contact centre environment, approximately 60% of customer contacts come in the form of phone calls.
Key Discussion Points
Leveraging customer intent data from contact centre interactions can provide more reliable and useful insights compared to surveys.
The Value Irritant methodology focuses on identifying, quantifying, and addressing custom...
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