Bad customer data can be likened to a bad social media gaffe where a brand gets something wrong and all hell breaks loose. The immediacy is felt and negative brand equity is generated. But typical to Twitter, it is instantaneous—and in most cases, the outrage is short-lived. Often, it’s because a business isn’t quite aware of what audiences it is catering to and what they may or may not be interested in hearing.
Digital transformation is the modern-day Gold Rush. To reach new markets and grow revenue, business leaders across industries are flocking to embrace new technology and digital processes. And it’s no wonder why! The digital economy offers a myriad of benefits to businesses and consumers alike. While consumers can expect mobile-optimized and personalized experiences, businesses will appreciate having better insight for decision-making and product innovation. However, digital transformation also brings its own set of challenges, from external regulatory hurdles to internal technology limitations.
This year’s AAMVA International Conference (AIC) was held in the “City of Brotherly Love”—Philadelphia, Pennsylvania. As it does each year, the AIC attracted representatives from across the North America who work in the public sector, particularly those that work in the motor vehicle space. The conference, which ran from August 21 – 23, covered many of the most pressing topics currently facing those in the motor vehicle space. There is a major emphasis on improving the customer experience and reducing wait times at department of motor vehicle branches in regions across America. One of the major areas of emphasis comes around the regulations for REAL ID.
This past week I attended the Northern California Assessors Conference (NCAA) in South Lake Tahoe, CA. This conference provided an opportunity to network with county assessors across the region and understand opportunities to maximize success.
Earlier this year, I attended the Sirius Decisions 2018 Summit. For those firms seeking a framework to help them plan their digital transformation, the summit didn’t disappoint. With well over two hundred sessions, delegates could choose form a wide range of topics grouped into four main streams: account-based marketing, channel marketing, portfolio (product) management, and sales strategy and operations. The sessions included presentations from Sirius Decisions (SD) staff covering most of their 14 different frameworks, SD framework and partner technology case studies presented by their customers, and several motivational keynotes from SD management and outside speakers.
Have you ever launched an email campaign only to find out that most of your emails never even made it to the intended target due to soft or hard bounces? Have you ever spent a large amount of your budget on syndicated content and then come to find out that your target audience is from a database that was collected from tradeshows and POS systems where a consumer’s email is captured with no verification? How can you determine if those email addresses were correctly captured? Whether the information was wrong at point of capture, or became outdated, these issues ultimately contribute to your company’s email reputation.
As mobile devices continue their rise to prominence, organizations in every industry are clamoring to find ways to optimize the mobile experience for their customers. At this point, a positive mobile experience has become virtually synonymous with a positive customer experience. Simply designing an app or making your website mobile responsive is a great place to start, but how do you continue to optimize the experience from there? A good mobile experience is all about making it as simple and frictionless as possible. And that’s where data quality can truly help.
Last week I attend the Utility Analytics Summit in Irvine, CA, which was sponsored by Southern California Edison. I’ve been to a lot of data conferences in my day, (let’s just say this was not my first rodeo) however, it was my first foray into the world of utilities. What I noticed right away was that data-related challenges run rampant regardless of the industry. The analysts, data scientists, and engineers that I met at the summit were all struggling with similar issues that organizations in finance and government have been challenged with for years.
If you ask senior leaders of your company if they consider data to be an asset, chances are that they’re going to say yes. If you ask them how confident they are in the accuracy of that data however, the answers quickly start to vary.
It’s not uncommon for challenges that are considered “just the way it is” to be truly simple fixes if you attack them from a data quality standpoint. Doing a cleanse of your customer database can make a world of difference for your customer communications, customer experience, and cost control.
For years, financial services organizations have competed for consumers’ business. This competition has historically been based on the size of these organizations’ branch networks and the convenience of their branch locations. With the preference many consumers had for interacting face-to-face with tellers, ease of access to financial accounts, financial services, and personal advice depended on proximity to a branch office.