Short Biography of Torrance Mayberry

Thursday, January 19, 2012

Big Data - Skating with the puck

In this era of big data, organisations need to review their existing technology-enabled customer-centric business strategies. They need to rethink their approach to gain the next big competitive advantage. To succeed, organisations need to creatively harness their data-centric capabilities to positively impact real-time business operations and customer experience.

Organisations that are skating with the puck are focusing on how to leverage their customer-centric technology to consistently deliver the “next best offer” across multiple channels. They are looking to improve the customer experience while boosting employee productivity. Providing a customer with a tailored next best offer is one of the most powerful ways to cross-sell and up-sell to improve the customer lifetime value. However, for a multi-product company with countless possibilities finding that right next best offer can be a challenge. Getting the next best offer wrong decreases the value of the direct interactions with a customer and their affinity with the organisation.

In addition offering too many options decreases productivity and can turn customers off. Hick’s Law suggests the time it takes to make a decision increases as the number of alternatives increases. Hence, the number of alternative products or services and channels an organisation offers are factors which influence the time taken for the frontline staff or customers to make a decision.

Powerful data-centric technologies, such as master data management (MDM) and complex event processing (CEP), when used together, can help organisations better predict what that next best offer should be in real-time. The organisations that adopt this technology have the opportunity to detect, learn, communicate and act consistently across all channels to improve the customer experience and employee productivity.

Customers have become digitally oriented and their preferred channel is digital. Organisations that are circling the ice with their reactive approach to next best offer may find themselves at a significant disadvantage when engaging with customers across multiple channels, particularly if they fail to find creative ways to drive value through digital channels.

An organisation’s ability to create one positive customer experience is an anthesis of the true value of harnessing data intensive possibilities in this business ecosystem. Whether the customer is interacting on the social web or across traditional channels, technology like Informatica’s MDM and CEP can instantaneously suggest a tailored next best product or service. This data-centric capability not only improves the immediate customer experience, but the customer’s lifetime value, while boosting employee effectiveness and productivity. In addition, organisations who use data more broadly, mastered, to encompass the social graph and interest graph are enabling business agility. Mining historical transactions for patterns, trends, and predictors (“big data”) provides a strong indicator of future behaviour leading to appropriately tailored next best offers.

Another critical component of this approach is a feedback loop. Frontline staff at customer touchpoints provide feedback about how the customer responded to the technology-enabled “next best offer”. The offers taken up and those that weren’t through online channels can be evaluated in order to continue to improve “next best offer” possibilities, sharpening an organisation’s ability to better meet their customers’ needs.

The digital future of an organisation’s customer-centric strategy hinges on their ability to move away from the reactive business model of the past to an instant, intelligent business that better leverages its data to impact results. The first tangible outcome of this new proactive business model is to improve the customer experience and boost employee productivity by suggesting tailored next best offers. This empowers the frontline staff and customers to make smarter decisions faster across multiple channels.

The next best offers are event driven, reducing wasted effort in making offers to customers who are not ready to convert. An event can be as simple as a website activity or interacting with a frontline employee.

It is the real time suggestion of a tailored next best product or service that enables organisations to gain a more balanced, integrated approach to the customer experience. As an accelerator of their customer-centric strategy into the digital future, this advantage is a critical factor for organisations operating and competing in this new data intensive society.

Read more about CEP:


Anonymous said...

Torrance, I think more organizations wish they had people who are as proactive as you. It's great to see that you're not just coming up with data-driven technology solutions to address business problems, but to capitalize on business opportunities that could take your company to the next level in delivering a better customer experience across channels.

Torrance Mayberry said...

It is important to continue to look for new ways of generating revenue. Many technologists only consider ways of reducing costs but this is a finite point of view.

The generation of new revenue is only as finite as the capacity to think outside the norm. That's where the competitive advantage is.