October 19, 2020
Business strategies and decisions have evolved from being data-based to data driven. Today BI solutions harness the sea of data being generated for a great customer experience. How? Data speaks and it gives the right answers to the right query. This is where effective BI solutions differ from others of the same genre. A solid Business Intelligence strategy means perfect customer data interpretation and better customer expectation management with data imaging and self-service BI. Mixed with AI, these can turn the customer management scenario cause a 180 degree.
Big Data imaging or visualization tools can organize large and fast-moving data in real-time creating graphical image about your customers’ experience. With it you can track customer journey and experience to take suitable actions.
Companies like Unilever, PepsiCo, Amazon, or Lego use this to leverage the huge data (idea) generated by crowd sourcing. They optimize decision-making capability across the organization through this sing data source by analysing certain customer traits. This eliminates IT or data analyst level.
BI helps companies to understand and order the huge amounts of data they collect. AI can enable BI tools to produce clear, useful insights from the data and clarify the importance of data point at a granular level. The results can be translated to make better business decision for improving customer experience.
How do you achieve business excellence with BI?
While BI establishes a 360 degree view of customers, its success depends on the implementation and utilisation ─ the top-level to the frontline customer service personals. Ultimately, the skills, mind-sets, training (interpreting and applying BI insights) and customer first attitude are key ingredients to a great customers’ experience.
Interested to discuss more, please feel free to contact the author at email@example.com
Ashish has almost 30 years of industry experience in a wide range of business solutions primarily focusing on end-to-end customer experience management. He is the founder and CEO of Digital Business People (DBP), an omni-channel customer experience management company headquartered at Singapore with it’s development and delivery centres in India.