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
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.dqindia.com 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.