Cus­tomer-Cen­tric Revo­lu­tion Un­leashed by the Cloud

Busi­ness lead­ers are in­creas­ingly re­ly­ing on cloud tech­nolo­gies to gain a com­pet­i­tive edge in to­day’s global mar­ket

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We are liv­ing in an era of mas­sive dis­rup­tion driven by the in­creas­ingly ubiq­ui­tous na­ture of dig­i­tal tech­nolo­gies across ev­ery as­pect of com­merce and liv­ing. This dis­rup­tion has cre­ated chal­lenges and op­por­tu­ni­ties for nearly ev­ery busi­ness (pub­lic and pri­vate) and has height­ened cus­tomer ex­pec­ta­tions around ser­vice, de­liv­ery and com­mu­ni­ca­tions.

The idea that cus­tomers don’t know what they want un­til 34 www.dqin­ you show it to them has long been in­flu­en­tial in mar­ket­ing. But these days, com­pa­nies are start­ing to ques­tion their own abil­ity to know with­out solid met­rics to guide them. The re­cent surge in an­a­lyt­ics adop­tion might demon­strate a turn­ing of the phrase: “We don’t know what cus­tomers want, un­til the data shows us.” Tak­ing a data-driven look at what your cus­tomers are try­ing to ac­com­plish and how suc­cess­ful they are at achiev­ing their in­tent is the be­gin­ning of re-en­gi­neer­ing the cus­tomer ex­pe­ri­ence.

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