We live in an era where there’s no shortage of data, yet it’s becoming increasingly difficult for organizations to have a strong grasp of their customers’ experiences or the intricacies of their journey.

The 8x8 Customer Interaction Data Platform (CIDP) aims to solve some of the underlying issues around the entirety of a customer’s journey both inside and outside the contact center. Whether it’s being able to do root cause analysis relating to customer frustration, understanding key points of friction along the way, or predicting customer behavior and churn risk, CIDP seeks to support and enhance the cross-organizational interaction journey.

How CIDP helps

Despite the abundance of data available, organizations often struggle due to fragmented information across internal systems. This results in a lack of consistent, unified customer insights across the business. Do you find yourself wondering why your customers are experiencing frustration? Are you unsure where their journey encountered obstacles? With CIDP, you can gain the insights needed to address these questions and optimize your customer’s experience while simultaneously making customer-facing teams more knowledgeable and effective. As CIPD emphasizes the importance of evidence-based decision-making in HR, a decision intelligence platform can additionally be integrated to collect, analyze, and interpret vast amounts of HR-related data, providing insights that can inform strategic decisions.

CIDP is ultimately revolutionizing the availability, utilization, and contextualization of customer interaction data throughout the entire organization to deliver and track more seamless customer journeys.

Data, data everywhere. Turn it into actionable insights

The fundamental issue around optimizing data collection, analysis, and dissemination still plagues many organizations. In fact, "most organizations struggle to analyze the ocean of data they collect. This is because nearly 90% of data is unstructured or has no defined schema."

Along similar lines, a recent Global CX Report from NTT Data shared that “organizations in our survey cite a lack of data as their biggest challenge in optimizing their customer journeys.”

In considering this problem, we asked the question, how might we empower administrators, supervisors, and all customer-facing users with AI-driven insights to enable the ability to service customers with contextual awareness in real-time, forecast the health of the account and take remedial action, and drive continuous system improvement? The answer is CIDP.

There are three core tenets of CIDP that bring these capabilities to fruition:

1. The ability to ingest data from various sources, i.e. any customer engagement source that combines both native and third party interaction data.

2. The second tenet is how we analyze the raw data (the raw events). What kind of processing we need to do and what kind of AI/ML are we applying to the data to extract valuable customer information.

3. The third tenet concerns the delivery of customer insights. The era where analytics and data were closely held by a single team or individual is now a thing of the past. Today, individuals throughout the organization seek valuable insights. My aim is to facilitate a streamlined, unified consumption of this data through a singular endpoint accessible across any 8x8 Workspace or public API.

CIDP offers the ability to support the cross-organizational journey from a visibility standpoint: how many departments did the customer speak to? How did their sentiment change / improve across their journey? Did each department have the exact same customer record, health score, and sentiment in servicing this customer?

Enable smarter decision making with CIDP

Ultimately, CIDP seeks to enable smarter decision making for customer-facing teams as the many different touch points within a customer’s interaction journey are captured and analyzed on one platform. It is through the ingest and analysis of this interaction data—then delivered with the intelligence or predictive insights necessary for these teams to have the most complete view of the customer—that an organization is able to confidently say they are effectively supporting cross-organizational customer experiences.

Check out the video to learn more:

Want to hear more about the added benefits 8x8’s Customer Interaction Data Platform can deliver? Reach out to us today.