titled “The Connected Customer: Delivering an effortless experience”.
Only 31% fully define and track the value contribution of CX and more than a third can connect data relationships between channels — leaving the rest operating “blind” with no full view of the customer ecosystem. “Organisations that fundamentally understand their customers; know how to engage meaningfully; and are able to personalise service, will be forerunners in responding to customers needs,” she said.
This demonstrates that businesses need to create a smart strategy which bases AI on optimum data, organisations must learn to fill the gap between data management and integration, and prioritise an efficient data management platform. As it stands, more than half of data capture needs are defined and aligned to desired business outcomes, and just 19% have a dedicated team managing the company’s entire data lake.