The challenge is no longer collecting customer feedback, but turning this insight into action.In this session, hear how to use your customer information to maximize relevancy and success in their channel of choice. · Drive new experiences, in-store or on-line:Fully understand what your customer is telling you and feed this insight back into your wider service provision, effectively and efficiently. · Customer-driven decision making: Granular analysis of your data can surface valuable insights. Build a richer understanding of your customer to improve future customer service provision, and wider customer experience strategy. · De-silo your insight: Your customer data has huge value to numerous departments. Ensure critical insights are effectively distributed across the contact-centre (and wider business) for context-rich customer connections.