Big Data & Customer Experience


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Big Data and Customer Experience – changing customer expectations across all demographics

“BIG. DATA”. Simple words, but together they mean something quite revolutionary. Yes, big data is of course about the enormous proliferation of data volumes we now have but the term is really just a handy label to put across a whole bunch of related growth trends like cloud, internet, social media, the cheapness of data storage, the speed of transmission and mobile data, the growth in use of images and video, the power of data analytics, and more besides.

But what’s all this got to do with the customer? Well, everything. The drivers and impacts of big data are evolving hand-in-hand with changing customer experiences. Some customer experience expectations are very slow moving – treating your customer with respect and giving them good value are principles that are have and will be valid for years. But the big data set of changes is driving a new set of expectations too.

And what’s so interesting about these changes is that they’re not just happening to one segment or demographic. It may be true that the 21-year old ‘digital native’ is more advanced in these expectations, but the 71-year old retiree is also mobile, online, busy and has expectations shifting in the same direction.

Designing services for these new expectations also means breaking away from previous thinking. If you want to know more, watch the preview of my ‘Big Data’ presentation at 24/7 below or by clicking here.

Full video is here if you would like to watch it, or contact us for more details.

Republished with author's permission from original post.

Chris Severn
Co Founder and Director of The Customer Experience Company. Expert in Customer strategy, and delivery of customer improvements in service, sales and marketing, and across online, call centres and retail channels.


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