Actionable Business Intelligence is the information that companies need to make decisions that matter to their customers. It is a combination of the customer’s voice—their evaluation of their experience—and details about the experience. For example, when a customer has phoned a contact center, the information would be the answers to several questions, including:
Customer voice questions |
Experience detail questions – |
|---|---|
How satisfied are you with the experience? |
How did the customer interact with the company |
How likely are you to recommend us to a friend or colleague? |
Which agent did the customer speak with? |
How satisfied are you with the agent’s knowledge, professionalism, etc. |
How many times did the customer have to phone to get their question answered? |
The answers become actionable business intelligence when they are targeted to a specific interaction, making them easier to act on.
Elements of Actionable Business Intelligence
- Timeliness: Information is gathered as close to the interaction as possible, enabling any necessary action to happen quickly.
- Relevance: Information is relevant to specific events, meaning the people involved can see how the decisions they made influenced the customer’s experience. Different pieces of information are relevant to different roles, so what executives need is different from what front-line employees need.
- Actionable: Information is presented in a way that makes it easy for employees to identify specific next steps.
