Marketers and boardrooms are reviewing their customer experience strategies for 2019. A recent Forbes article looks at seven priority issues for marketers, all of which are focused on customer experience, customer insights, and personalization. While Gartner forecasts that by 2020, more than 40 percent of all data analytics projects will relate to an aspect of... more
It’s hard not to like the travel side of my job. I get to meet customers and peers, attend conferences and events, and share experiences around data and digital transformation. But, as a rabid baseball fan, my September trip to Chicago was really special: I took a “backstage” tour of Wrigley Field with Chicago Cubs... more
In their January 2017 Magic Quadrant for master data management (MDM), Gartner predicted a huge disruption in how customers will invest in MDM solutions. By 2020, 80% of all master data management (MDM) solution revenue will be driven by support for all of the buying organization’s requirements around industries, data domains, use cases, organizations and... more
Master data management (MDM) technology is entering a new stage of maturity. Driven by the rising demands of big data, today’s MDM is drastically different, offering greater capabilities, deployment options, and user flexibility than ever before. The market forces that have shaped this change are complex, but the result is a new generation of MDM... more
Master data has many uses but the obvious area for most businesses to consider master data is for the customer but there are others. Perhaps the customer is the primary focus because it is an area that causes pain and is often linked to so many high priority strategic initiatives such as becoming a customer-centric... more
Financial institutions are increasingly looking at how to better understand the Customer Journey and finding ways of using this information to make themselves more relevant. This is due to increased competition, the need for differentiation, the need for improving customer service levels and the drive towards omni-channel engagement. As Customers and Clients are becoming more... more
In this blog we’ll look at the different sources of data available to build a Customer360 solution. The move from being Policy centric to Customer centric is being undertaken by most Insurance companies and often forms part of Omni-Channel, Customer Centricity or Digital Transformation programmes. The goal of constructing and operating a Customer360 isn’t an easy one... more
A few weeks ago, a regional US bank asked me to perform some compliance and use case analysis around fixing their data management situation. This bank prides itself on customer service and SMB focus, while using large-bank product offerings. However, they were about a decade behind the rest of most banks in modernizing their IT... more