Tag "customer 360"

Want Frictionless Customer Experiences? You Need Seamless Data Exchange

Regardless of the industry, organizations of all sizes realize they need to deliver frictionless experiences across business silos and touchpoints from mobile devices to traditional call centers to increase customer acquisition, satisfaction, and retention. In fact, 61% of respondents to IDC’s state of the chief data officer (CDO) survey [1] said that customer experience was... more

5 Pitfalls of “Legacy” Cloud Master Data Management

Not all cloud MDM systems are created equal. Although the term “legacy” is most commonly equated to on-premises systems, the same principles can be applied to the cloud. Legacy cloud systems, typically built prior to 2015, are not the same as cloud native systems. But what does the term “cloud native” mean, and why is it so important? The Cloud Native Computing Foundation provides an official definition:  “Cloud native technologies empower... more

The Customer Experience Hierarchy

Customer experience initiatives aren’t a once-and-done tactic for customer acquisition—although that’s truly important. Rather, it’s an ongoing strategy that relies on a 360 customer view and experiments to understand the preferences of buyers that win their hearts and minds, retain them, and create loyalty.  Here’s how it plays out. A Satisfied Customer is Not Necessarily... more

The Restructuring of Retail

It seems like every day we hear of a new store closing or a retailer shifting their focus to e-commerce. For all the talk about the “retail apocalypse”, brick-and-mortar isn’t dead. It’s simply being restructured to meet the needs of modern customers and offer safe, convenient, and memorable experiences. A record 9,300 stores closed in... more

A Business 360 Delivers Context to Realize a Successful Digital Transformation

Digital transformation has been a strategic corporate initiative for some time. Since the rapid onset of COVID-19, the pressure to transform has accelerated and become mission critical as digital has become the primary—or only—channel for most industries. What is digital transformation? Fundamentally, it is about converting analog processes to a digital format. The result is... more

Data 4.0: A New 360-Degree Perspective With Master Data Management

We’ve been on an exponential path with data over the last decade. During Data 1.0, we used data to drive specific business applications and those applications managed master data. Data 2.0 saw data supporting enterprise-wide business processes and we used master data management (MDM) tools to ensure consistency of master data across applications. And in... more

CX Awakening for B2B

In this post, guest blogger Blake Morgan, consumer futurist and author (“The Customer of the Future”), discusses the three key components of Informatica’s customer-centric approach. In recent years, brands in the B2C space have grown to see the value of customer experience. In fact, more than product or price, companies now compete on experience. But in... more