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.
It’s no secret that we live in a digital era. Government agencies are taking significant steps to embrace digital transformation. As citizens come to expect the same kind of ease and convenience in their dealings with public sector agencies as they experience with their favorite retail brands, agencies are looking to digitize more services. Applying for or renewing important documents like driver’s licenses and license plates are now services available online. With a highway full of self-driving vehicles being more of a near-distant vision than a far off possibility, the pace of digital transformation will continue to accelerate to keep up with technological advancements.
New Orleans was the site of this year’s Oracle Utilities Customer Care and Billing Users Group (OUUG) Conference. The shift from Scottsdale, Arizona and the interest around the selected topics generated the largest attendance in the conference’s history! The tracks for focus were around Customer Billing, Meter Data Management, and Workforce Asset Management. This was our first year sponsoring the event, and we were pleased to be met with genuine interest, as well as a strong following for Experian swag!
As many states continue to undergo customer relationship management (CRM) system modernizations, one key driver is open data. Open data is the process of granting information access to the public, which includes converting data to a format easily consumable by citizens. What data are we talking about? Maybe your citizens are interested in Census data, the location of available retail parcel space, or the trending price of produce. The topics vary widely and states need to figure out how to support all of it in a scalable and organized way. If residents can access that data online in an easy-to-consume fashion, that’s one less person calling into the agency or adding to the in-person queue at your office. As the trend sweeps across the public sector, more and more agencies are trying to figure out how to grant access to open data.
My last blog post was entitled “Why every business needs a single customer view” (SCV). It points out the incredible value that a consolidated and consistent view of your data—organized by customer—can deliver but also acknowledges some of the challenges that prevent companies from implementing such a view. For a real-time SCV, obtaining technology to link to existing systems and to collect and store data is one of the biggest issues. Before any investments are made, however, it’s important to carefully plan what data will be used, where it will come from, and how you will make sure that it’s fit for purpose. To prevent, in the words of that oft-quoted adage, “garbage in, garbage out”!
Last week, I had the opportunity of attending the NASWA UI Directors’ Conference and IT/Legal Issues Forum in Orlando, Florida. The conference was a forum to collaborate and discuss innovative ways to improve customer service and business decision making, while fighting fraud within state workforce agencies. At this conference, I had the ability to connect with leadership to discuss the impact that quality data can have on their systems and processes.
In the Spring of 2017, Experian Data Quality launched our first Customer Success team under the leadership of Mary Conway. With five members already, the team is off to a strong start. Accounts have begun to be distributed to the Customer Success Managers (CSM) based on varied criteria, CSMs have met with the Account Managers aligned with the accounts, and a survey has gone out to our customers to gauge the current health of our customer relationships.