CUSTOMER INSIGHT HUB FOR MULTI-CHANNEL CUSTOMER ENGAGEMENT SOLUTIONS

Embodiments provide systems and methods for providing customer insights across multiple channels based on cross-channel interactions with the customer. More specifically, embodiments of the present invention are directed to a customer insight hub that leverages data sources across a Customer Relationship Management (CRM) product suite of a plurality of different CRM applications to generate rich customer insights that can be easily leveraged across customer channels including but not limited to web, telephony, chat, emails, social, etc. These insights can be used by different processes and/or provided on an agent desktop to facilitate the delivery of a personalized, efficient, and consistent end customer experience across customer touch points or channels. Embodiments include defining and generating commonly used customer insights, including but not limited to customer identity, customer intent, customer priority, and customer preferences, as well as custom insights.