Today we can affirm that the experience your customer has in contacting your company is more important than any final product or service you offer.
It's that easy, so complex: great experiences make the difference between fast-growing companies and those that stagnate or lose their way.
It is because of the above that more and more companies Develop strategies to increase customer satisfaction, to measure the way they relate and how they feel about each of the contact points of the deal. Maintaining leadership in a changing context implies obtaining a lot of quality information, to understand it and generate reschord sets among which stand out:
- Build digital trust
- Create self-service options or agile applications
- Develop innovative services and create new product and service offerings based on customer feedback.
- Quickly assimilate to new emerging technologies
We know that andthe rise of the platforms customer data, that receive and process information in real time, It was launched in 2020 and this year will set a new growth record. Today, online business operations accelerated the management of the data management in an ever-expanding ecosystem of touchpoints, Thus the CDPs (Client Data platforms) will be a growing priority.
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Transform our knowledge about customers to achieve a competitive advantage
All productive sectors change, they renew, they evolve and grow and information management is what allows companies to realize these changes in time, to prepare renewed proposals. Better understand customers to your preferences and to your story of consumption allows us to offer them experiences closer to what they themselves seek. It is about anticipating your demand and promoting Then digital trust to obtain what is called an analytical advantage.
Synthesize the entrepreneur Luis Emilio Muñoz
Y for this, lEven more importart, organizations create a personalized digital ecosystem for their type of business, segment and opportunities and that from there they can follow a constant path of innovation.
We have many tasks ahead, but if we were to draw up a recommended action map to 2021, would surely include: Cconsolidate customer data from legacy platforms current information processors. Consolidate siled systems into a single customer perspective. Customize thes platforms and customer service channels. Take advantage of the data. All this work road –which is arduous and requires a lot of team awareness– will allow to reduce finisheds amortization in new technologies.
We evolve when we are agile: with correct data management we can achieve it
Yes we saw how the multiplication of the CDP (customer data platforms) in the last months generated a great paradigm shift. Fragmented data from multiple sources can be very difficult to organize and prevent us from generating responses Dinamics and chords. What's more, It is considered that the work usually carried out by companies with “Incorrect data” the imprecise ends up costing time and huge budgets. These platforms help solve this problem by collecting data from all available sources., organize them, label them and make them usable for anyone who needs to access them.
It's bigcompanies like Adobe, SAP, Oracle, Hubspot, treasure Data and Microsoft already invthey went this way. Everyone understood that it is fundamental, to compete, design an information management plan that allows us to have a vista 360 of our clients.
In recent years we all immersed ourselves in the analysis of the proliferation of great data and we must know that this trend does not stop. On the contrary, data is growing exponentially and the analytics platforms, data warehouses and visualization tools will not lose relevance. But if we have to choose a protagonist to 2021, it will certainly be The plan of client data.
A recent Harvard Business Review survey find that the 63% of executives rank cultural challenges as the biggest impediment to their digital transformation efforts: lThe most successful transformations occur when companies and melike people who get used to itRon to do things in a way, understand that they need support to understand the potential benefit of change and adapt to new workflows and al Habits.
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Experts say we live four industrial revolutions: Steam power was the disruptive technology that changed then the world came the assembly line, then the computer and today we are in the fourth industrial revolution and it is purely digital.
We are already seeing how it turns on this new revolution and results that energize thanks to collect data in an ever-expanding ecosystem of touchpoints. Let's work hard on this, customer experience strategy hand in hand with effective data management is what will propel companies to take a step forward.
Is your company ready to take that step? Not sure how to start?
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