Navigating 7 digital experience monitoring challenges

Another challenge lies in developing actionable workflows that create value from DEM data, said Doina Harris, chief product officer at Simon Data, an enterprise customer data platform. She recommended identifying opportunities to build proactive triggers into CX or CRM systems that create things like tickets, tasks or cases.

For example, Nuts.com, an online grocer, creates tickets in Zendesk when customers rate their purchase experience a 1 or 2 — on a 5-point scale — and have their support agents work through a backlog of these tickets when inbound ticket volume is low. These tickets have information on what customers purchased, their exact feedback from the survey and other historical elements, such as additional past purchases, recent browsing behavior and recent marketing messages they’ve received.

Wyndham Destinations, a timeshare company, exposes its customer profile to Salesforce Service Cloud via Simon Data’s Audience API. This provides Wyndham agents with customer context regarding renewal and any recent timeshare searches that failed based on lack of availability with associated resort recommendations. This information enables agents to proactively engage in renewal conversations with members and provide resort recommendations to members who are unable to go to the resort they intended to on their vacation dates.

Ivan Kot