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Data Drives CX Success in 2022, with Social Media Leading the Way

Alpa Shah
Global VP - CX Practice, Frost & Sullivan

In Frost & Sullivan’s 2022 IT Decision-Maker Survey, enriching customer experience, improving brand equity, and promoting digital commerce were cited as the top three business goals for the coming year.

Businesses must leverage the wealth of available data residing in many places to understand ever-changing customer needs fully and meet these goals. Top contact center executives reveal that leveraging data-driven insights is a strategic imperative, but they say while their data is rich, their insights are poor. Forward-thinking companies want to have an entire ecosystem in place to collect data, process it, and turn it into actionable insights.

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