A quick question: What is the one thing most successful companies are always doing? Are they smart?
When I ask this question to my “smart” CXO friends in the industry, almost 4 out of 5 confidently say – “Exceptional Customer Experience.”
They are smart. And they are right. Is that something that every business needs, exceptional customer experience?
Exceptional customer experience doesn’t happen in a day or two, and doesn’t make them “smart” right off the bat. It needs to be consistent across channels, devices and physical touch points – all 366 days (2020 is a leap year!).
But why is it so tough to be consistent, and how do you measure it?
Let me try to answer this – delivering an exceptional customer experience comes from understanding the data available. For this, you need to invest in newer technologies that can convert data into actionable insights, and have a smart enough insight on how to allocate it.
However, the real value is in connecting experience and operational data with advanced technologies such as advanced analytics, AI, machine learning, and in-memory data management in the cloud. This helps to deliver intelligence that not only improves real-time decision making, but can also predict future behavior and outcomes to improve the chances of your business’ success.
When organizations put into use technologies that turn data into real value, they become intelligent enterprises that provide exceptional, smart customer experience.
Adopting an Intelligent Enterprise strategy is the best way to guarantee positive outcomes for your business, across your entire enterprise.
So, what do you think most successful businesses do? Let me know your thoughts.
Look forward to hearing from you.
By: Venkat Nanduri