Today’s Challenge: Customer Insights – The ability to operationalize key insights derived from big data and math to deliver customer service that is far more proactive, timely and cognitive is the Key Differentiator.
Innovation/Acceleration/Transformation: Make sure you not only have the ability to detect and engage proactively, but also the ability to deliver fast, consistent and differentiated results.
Use analytics to your advantage to efficiently deliver highly distinctive and personalized customer experiences. Leverage partnerships with cloud providers who are experts in this area and have modern, data-centric architectures. Store endless amounts of detailed operational and behavioral information. Use machine learning to detect patterns and trends that can be used to deliver the next great customer experience.