Keeping pace with real-time

Welcome to Xebo.ai’s blog exploring the importance of real-time data in customer experience. In this era, people are looking for and demanding instant gratification. Even though the world and business are fast-paced, people need real-time data to stay ahead of the flow. In this blog, we will be exploring how these real-time insights enhance customer experience (CX) management. Additionally, we also unlock how XEBO.ai helps you to fetch this real-time insight and transform the customer data into actionable insights which fuel up your venture.

Understanding customer experience management

Customer experience management also known as CEM is a strategic way of managing and optimising customer interactions all over the touchpoints to deliver excellent outcomes. Through CEM, you can simply understand the customer needs, preferences and behaviours for curating a strong bond between the customers and the employees. Back then.  CEM was considered a luxury analysis. But in today's scenario, CEM has transferred into a necessity. This will help you to analyse the company’s current condition, boost revenue and increase the cx rates.

The role of real-time data in CEM

Real-time data is the core of excellent customer experience. As we discussed before, real-time data provides valuable insights into the live happenings in the business. Through this, you can get real-time data. It shows both the good and bad effects occurred. You can also spot errors on a real-time base and resolve it before the customer finds it. Real-time data provides insights into customer behaviour, their preferences and pain points. With real-time updates, it becomes easier to address the issues and personalise the interactions. Through this, the business can be empowered into proactive rather than reactive and thus you can turn the potential issues into opportunities which foster customer loyalty.

Key benefits of real-time data

As we discussed before real-time data is the core component in boosting customer experience. and it provides valuable insights into customer behaviour and their preferences.

Immediate feedback: With real-time data, it captures customer’s instant sentiment instantly through social media, live chat and in-app conversations. For example, if a customer reports their dissatisfaction through social media it can be converted to a positive one instantly.

Personalized experience: Real-time data is the heartbeat of personalisation. Who doesn't love an extra effort curated for products/services? Real-time data makes room for personalisation by analysing the user's choices and preferences from activities and past purchases. According to the study by Epsilon, it was founded that the revenue can be increased by 15% through personalised experiences.

Proactive problem-solving: Real-time data finds out the problem before it arises. For example, it is easier to resolve an issue of the website if it is experiencing high bounce rates. You can simply solve the issues before the customers find it. This makes your touchpoints more clear and convenient for the customers to use.

Enhanced customer engagement: Real-time connection not only curates personalised recommendations but also creates a strong bond with the customers. With the help of real-time updates inquiries and requests can be responded to quickly. This will increase customer satisfaction rates later leading them to the advocates for your business.

Xebo.ai: Your partner in real-time data CEM

Now you have an idea about real-time data and CEM, but do you know how this can efficiently work? With the right platform, real-time data can be efficiently incorporated with CEM. Xebo.ai is your partner in real-time data customer experience management. Xebo.ai helps you to collect real-time data across various touchpoints. Xebo.ai leverages AI-powered analytics for an easier process. Xebo.ai curates deeper customer understanding, personalises interactions and points out the issue effectively and instantly. Xebo.ai truly transforms your real-time customer datas into valuable insights.

Real-world examples of real-time data

1. Domino Pizza: This popular pizza brand shows how real-time data can be used in customer satisfaction rates. Dominos tracks the pizza delivery times and the reviews to analyse real-time issues like traffic congestion and order preparation delays. As a resolution for this Dominos optimised the delivery routes, increased the staff and gave the customers real-time updates on their pizza orders. This method has significantly improved the real-time delivery rate and higher customer satisfaction rates.  

2. Netflix: Netflix is the perfect example of showing how you can make use of real-time data to reduce the customer churn rate. Netflix analyses the viewers' viewing habits by analysing the watching history and preferences and then suggests Netflix shows and movies which are parallel to the persons interest. That's how Netflix succeeded in providing a personalized and engaging viewing experience and thus they yielded a high customer base.

3. Amazon: This brand has mastered transforming real-time data into customer loyalty. Amazon tracks the customer's preference by tracking past purchases and browsing behaviour and suggests personalised recommendations. For example, if the customer purchases an iPad, amazon suggests the relevant products like the iPad keypad, case and pen. This increases the chance of the customer to choose those products. Through this amazon curates a high rate of customer experience by incorporating real-time data.

Embracing real-time data

In today's customer-centric landscape, it is important to look for real-time data to deliver exceptional experiences for customers. Through this, we can understand the business needs and what the customer needs. The main perks of using real-time data in CEM are you can understand the customer needs, personalise interactions and address the issues promptly. Choose Xebo.ai in this journey to foster customer loyalty and grow your business. Schedule a demo with us today and let's see how Xebo.ai can help you kickstart your customer experience journey through real-time data https://www.xebo.ai/get-started.

FAQ’s

What is the real-time data in customer experience management?

Real-time data refers to the information that is fetched and processed instantly for analysing the businesses to know the real-time updates and make necessary moves.

Is real-time data important for customer experience?

Real-time data provides valuable and immediate insights which allows businesses to curate personalised interactions, resolve issues promptly and enhance the cx efficiently.

How does XEBO.ai make use of the real-time data for CEM?

Xebo.ai collects and processes real-time data with advanced analytics and provides actionable insights which help to improve the customer experience of your company.

Can we reduce the customer churn with real-time data?

Yes, Real-time data provides an instant overview of the business and therefore you can take valuable measures to keep the customer experience high and reduce the churn rates.

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