Win the Customer Experience Race with the Power of Data and Analytics
09Oct 2020

Win the Customer Experience Race with the Power of Data and Analytics

Leverage the Power of Data and Analytics

Way back in 2016, a Forrester report concluded what was perhaps an easy guess -- Customer Experience (CX) drives Revenue Growth. If businesses ever needed an incentive for investing in CX, this was it.

According to the Harvard Business Review titled ‘Lessons from the Leading Edge of Customer Experience Management’, as many as 45% businesses find it difficult to measure business outcomes from investments made on CX, despite it being a priority for 45% businesses and 53% acknowledging its value in providing competitive advantages. Other challenges that the report mentioned were:

  • Achieving a ‘single view’ of customer
  • Building new customer experiences
  • Creating a customer-focused culture across the organization

One of the key issues that companies face in overcoming these hurdles is the use of legacy systems which are often outdated and are only built to generate retrospective descriptive insights from the data that the enterprises manage to collect.

Customer Journey Analytics – the Game Changer for CX

Customer Journey Analytics (CJA) refers to the data generated by a customer from multiple channels at different points while interacting with your brand and its mapping into a single interface to generate real-time, cross-channel analysis of the data. This provides you a holistic assessment of the CX that your business manages to generate. Here is how CJA will help you deliver better CX:

  • Quantifying what matters to your customers

CJA will help uncover the key drivers of CX and customer satisfaction and help you identify key performance indicators along the journey of your business’s interaction with your customers.

  • Identifying obstacles in delivering good CX and measuring their impact

The smooth delivery of services might be hindered by various aspects during the customer journey with your business. CJA will help you identify such problems and measure their impact on business outcomes.

  • Prioritizing issues with CX

Once you are able to identify the issues you are facing with respect to delivery of CX and their impact, you would be able to decide the order in which you wish to go about tackling them.

  • Differentiating CX from Competition

CJA can enable you to glean quantitative insights which you could use to tweak various aspects of service delivery and turn them into USPs for your business.

It is to successfully perform the above four tasks that we at Pennywise Solutions strive to empower you. We provide a full range of Business Intelligence services which range from solutions for data management to reporting and visualization to analytics. Along with helping you build the necessary database architecture through secure and multi-feature technologies such as MS SQL Server, MySQL, MongoDB, and Postgres, we also provide consulting and big data analytics solutions using advanced tools such as Power BI, RapidMiner, Tableau, Klipfolio, Cognos, and MicroStrategy.

Also, our expertise in creating highly immersive online experiences for surfers by leveraging the power of technologies such as Magento Commerce, Drupal, Acquia, and Sitecore has helped our clients achieve measurable business growth. Be it mobile apps or websites, we would love to help you strengthen your presence across all digital channels to make sure that your brand is at the top of your target customers’ recall. 

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