By: Venkat Nanduri
In today’s increasingly connected world where information flows between companies and customers seamlessly, the sharing of connected experiences is happening in real-time over social media channels. And it is these connected experiences that are the building blocks to better customer relationships.
Let’s get this straight: If you look at your business processes, you will see that every customer touch-point is really the sum total of all “listening” (experiences) accumulated across the connected channels!
In January 2019, SAP commissioned Forrester Consulting to evaluate the demand among business analytics teams for leveraging embedded analytics with the aim of discovering, procuring, and provisioning Business Intelligence (BI) data more effectively. Conducting a survey of 219 enterprise IT and analytics leaders, Forrester found that embedding analytics within relevant transactional applications and business processes makes analytics contextual, actionable, and pervasive, thus better supporting business outcomes.
In this age of social media, the fact that we all are evaluated by our customers on the experience we deliver shouldn’t come as a surprise to anyone.
So, here is my thought: Now is the time to make sure all your customer-centric processes are collecting the data and information you must have to ensure a quality customer experience.
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