Open Source Authors: Elizabeth White, Adrian Bridgwater, Liz McMillan, Pat Romanski, Roger Strukhoff

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Achieving Customer Experience Leadership in the Era of Big Data

The promise of Big Data is within reach if managers can understand how to best mine that data for insights that improve the customer experience. That is the premise of a new white paper from Allegiance, Inc. titled: Achieving Customer Experience Leadership in the Era of Big Data. Written by expert Thomas Lacki, Ph.D., the full paper is available for download at http://www.allegiance.com/big-data.

Most managers agree that businesses need to do a superior job of building customer relationships. At the same time, they are sitting on a mountain of customer data, from when, what and where customers buy, to how they feel and what they say about a company’s products.

According the paper, three things are needed for businesses to successfully understand and act on customer data:

  • The Data: Companies need to integrate all of the systems that collect customer data so that it can be easily analyzed. This includes CRM, feedback, surveys, customer service interactions, store visits, financial data, and more.
  • The Technology Platform: Companies need a platform to make the data readily accessible to and from all parts of the organization by using an open source framework such as Hadoop.
  • The Analytics: Analysis needs to be easy, understandable, reliable and concise to allow companies to transform the data into real-time insights that can rescue customers and increase positive behaviors such as word-of-mouth promotion. It also needs to be relatable to specific business outcomes.

For a complimentary copy of the white paper Achieving Customer Experience Leadership in the Era of Big Data, visit http://www.allegiance.com/big-data.

About Allegiance, Inc.

Allegiance, Inc. helps companies systematically reduce the time it takes to listen, understand and respond to customers’ needs and problems, creating customers for life. The company’s Voice of Customer (VoC) platform helps organizations to increase retention rates up to 25% while improving the customer experience and performance management. The Allegiance open architecture platform is offered in a variety of turnkey solutions and is fully integrated with an industry-leading partner network. For more information about Allegiance, visit http://www.allegiance.com.

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