Are your customers happy? When they interact with your brand, is it a positive or negative experience? Do you have the metrics to fully answer those questions? Anuj Bhalla brings years of expertise in customer service and analytics to this episode, showing why you need data to track when things go right and when they go wrong.
Data is key to better understanding your customers and product, and part of that is being in the game long enough to gather those metrics and test them out. Some products will fail, some will succeed, and you need to be in a market long enough to understand the difference.
After leading the service analytics practice at Accenture, Anuj left to forge his own path by founding serviceMob, a tech company at the intersection of customer service and analytics. He believes this field is ripe for better study and transparency, and he’s here to explain why.
Listen to Anuj’s conversation on the episode: https://lnkd.in/egtMKk8c