In this LinkedIn Live episode of the Futurum Tech Webcast — Interview Series, I’m joined by
James Riseman, Director of Product Marketing for Treasure Data for an extremely timely conversation about the value Customer Data Platforms (CDPs) can bring to teams outside of sales and marketing.
CDPs have quickly become an integral part of MarTech stacks, connecting customer data from multiple touchpoints like social media, websites, in-store, and others. Yet the data that is collected and managed within these CDPs has been siloed from the rest of the organization creating a disjointed customer experience — especially in customer service centers.
Customers today expect organizations to provide excellent customer experiences whether it’s online, in-store, or with a customer service agent. This requires data and complete customer profiles. So, what do organizations need to improve their contact center and overall customer experience? That’s exactly what explored in this conversation. James and I will dove into the world of customer experience, contact centers and CDPs outside of sales and marketing. In a time when customer experience means so much, this conversation should be a ‘must listen’ for every organization.
Some Background on Treasure Data
Treasure Data is a proven CDP expert that helps organizations meet the needs of every customer with accessible, flexible, agile, and scalable technology. Their latest release, CDP for Service is dedicated to powering improved customer experiences across the contact center by proving contact center agents with real-time data and complete customer profiles. It’s easy to see why it is such an attractive offering.
Unified Customer Data is Critical for Contact Centers
Customer experiences are crucial in today’s marketplace. Even the most loyal customer will reportedly leave an organization for a competitor after two or three negative experiences. Our conversation covered how the shift in customer experience demands are driving changes across organizations. James shared why connecting data from all touchpoints is a valuable tool for other departments outside of marketing and sales.
Our discussion also covered the following:
The customer experience changes we were seeing pre-pandemic that have been accelerated in the last 18 months. Why CDPs are attractive offerings for organizations. The impact CDPs will have in transforming contact centers from cost hubs to revenue generating experience centers. Why CDP for Service will be a difference maker. The organizations that can benefit the most from this new CDP.If you’d like to learn more about the importance of transforming your contact center, be sure to check out our latest white paper Customer Data Platform: The Key for Contact Center Transformations. And if you’re already fully convinced that you can benefit from Treasure Data’s CDP for Service, visit their website to learn more about adoption. Finally, check out our full conversation, I promise it’s one you don’t want to miss.
