Information about customers, in the form of data, research, observations, or other formats, gathered through functionally-specific systems or staff, is often incomplete; inconsistent, insecure, and unavailable to the people and systems within that function that need it.
Goals and Objectives
Provide consistent, complete, high-quality, secure, aligned and easily available functionally-specific customer intelligence to the relevant staff and systems when and where it is needed
Functionally-specific, customer-touching systems that are owned by the enterprise including those systems named in all other Digital CX use case families; data management systems. Monitoring, collecting, aggregating, storing, moving, presenting, analyzing of functionally-specific 1st-party information (all types).
Use Case Summary
Improved decision quality, functional process outcomes, and customer experience through the use of functional customer intelligence