Customer Data Platform: The Key for Contact Center Transformations

CDPs have quickly become an integral part of MarTech stacks, connecting customer data from multiple touchpoints like social media, websites, in-store, and others. Yet the data that is collected and managed within these CDPs has been siloed from the rest of the organization creating a disjointed customer experience — especially in customer service centers.

Customers today expect organizations to provide excellent customer experiences whether it’s online, in-store, or with a customer service agent. This requires data and complete customer profiles. To meet the growing needs of contact center employees, it’s essential that businesses move toward a customer data platform (CDP) to automatically create a unified customer profile, pulling data from many sources — both internal and external. CDPs are often thought of as just marketing tools, but the right CDP can and should be leveraged across the entire organization, with a goal of eliminating data silos everywhere.

In our latest white paper Customer Data Platform: The Key for Contact Center Transformations — done in partnership with Treasure Data — we examine the challenges that contact center employees face and how a CDP will further transform contact centers from cost hubs to revenue-generating experience centers that play a critical role in the customer journey. In this white paper you’ll learn:

  • The current state of contact centers including an overview of the cloudification of contact centers
  • Common contact center challenges
  • The value a CDP can bring an organization
  • An overview of Treasure Data’s newest solution CDP for Service

As organizations move forward with their contact center transformations, we believe utilizing a customer data platform will quickly prove invaluable. Contact centers can finally begin to shift from defense to offense, helping improve not only the experiences of their customers, but equally as important, the bottom line of the organization. If you’re interested in learning how a CDP can transform your contact center, download your copy of Customer Data Platform: The Key for Contact Center Transformations today.

In partnership with:

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At Futurum Research our three key focus areas are research, analysis, and insights. We also provide a full offering of advisory services geared towards helping organizations adapt to new technologies and operationalize digital transformation, along with other services through our sister companies Broadsuite Media Group and V3 Broadsuite.

About the Authors

Daniel Newman is the Principal Analyst of Futurum Research and the CEO of Broadsuite Media Group. Living his life at the intersection of people and technology, Daniel works with the world’s largest technology brands exploring Digital Transformation and how it is influencing the enterprise. Read Full Bio

Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years' experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly's coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”

Lauren Kirkpatrick is a junior analyst and project lead for Futurum Research. She covers topics ranging from corporate DEI and ESG initiatives, to cloud, mobility, and beyond. When she’s not working, she’s either chasing her dog, Whiskey, or cheering on her beloved LA Dodgers at the ballpark.