Some challenges The adoption and rollout of Data Governance at an enterprise level is often impeded for several reasons, but commonly it is because the communities of data consumers in the business don’t see the value of engaging with it. Data Governance may be seen as an overhead to the business in terms of time,... more
We want to be One ABC to our business partners. To be successful, we’re building a data foundation with Informatica so our partners can do business with us more easily. It’s helping us to look at our business interactions holistically across our customers with 99% accuracy. Peter Stormer, Director of Data Management, AmerisourceBergen Corporation Mergers and acquisitions wreak havoc on... more
“Look after your data. In many cases, it’s all you have got,” was how Kennedy Warwick closed his session at our MDM 360 Summit in London this year. Strategically managing and then accurately and securely sharing a single view of customer data has enabled Thomson Reuters to do many things more efficiently as well as many new things.
The increase in omnichannel Banking requirements drives the demand for high quality, trusted data to support customer engagement regardless of channel and in real-time. So what’s changed? This conclusion isn’t especially new or ground breaking, after all Banks have been used to working with customers in real-time for a considerable period. What has changed is... more
“Data and analytics are foundational to our business. It’s the lifeblood of our customer-centricity strategy,” says Hamilton Faris, Chief Data & Analytics Officer for the Americas at MetLife. Hamilton is the keynote speaker at the MDM 360 Summit in New York on February 24th, 2016. In his keynote presentation, “MetLife and the Client Journey,” Hamilton... 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
The Need for Customer Centricity The challenges of moving from a policy to a customer orientation are well known in the Insurance world but this movement is now a strategic driver for much of the Financial Services industry. Customers now expect financial services providers to orient their business operations around them; and not the products... more
If you take a company that is already delivering a great customer experience and add time to the equation, what do you get? For the answer, take a look at this observation from Shoebuy’s SVP of Customer Experience and Retention, Kavita Baball (published in this new article): “Customer expectations change over time, so even though... more
Not so long ago, customers were simply faceless names and transactions understood through disjointed sales data and potentially inaccurate contact information. Over the past few years, we’ve seen companies across industries make remarkable business transformations to become customer-centric organizations. These companies understand that customers are no longer loyal to brands or products alone. Instead, they’re... more