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
Dear CDOs and CMOs of this world: What is the most significant waste of potential in a customer experience strategy? From my point of view, it is the failure to provide a “next best offer.” Consider what kind of experience a company could provide if they leveraged the potential of the data they already hold... more
We moved into our new house three years ago. Now, for the second time in three years, our extractor fan collapsed and we had to call the maintenance service. Here comes the tricky part: The extractor fan is one of the new types – without an extractor hood. What a great invention for style and comfort... 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
We booked a four day sun break during cold German winter. Just arrived at front desk, the hotel offered us a free upgrade to a suite. By the way the Hotel was called Hospes Maricel and you can read my rating here. Believe it our not, we decided to keep our room as it was... 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
I know, it is not usual to promote a certain brand on a blog like this. But I have to share this customer experience with Suitsupply. It is my favorite brand for suits, shoes and accessories, I wear for business or events like weddings. First of all it started off with an issue. I was trying... 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
Big Data Utopia or Reality: Adding a new dimension and reducing complexity at once? Are you tired of the Big Data Buzz? Big data can still be a big mess, but also a big opportunity for marketing efficiency, for customer service, and for risk prevention. I had the pleasure presenting to all GOSI (Global Outsourcing and System... more