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.
The Manchester Grand Hyatt hotel in sunny San Diego was the home to the 2017 Tessitura Learning & Community Conference (TLCC). In its 21st year, the Tessitura Network comprises over 550 of the world's premiere arts, cultural, and entertainment organizations united by a common technology that enables them to achieve operational excellence. Tessitura Arts Enterprise Software, the flagship product of the Tessitura Network, is a fully-integrated, single database for ticketing / admissions, customer relationship management (CRM), marketing, fundraising, memberships, business intelligence, and real-time web and mobile transactions.
In the world of Ecommerce, customer loyalty has never been more important. There are so many different options for a consumer when it comes to buying a product that price generally becomes the deciding factor. If you aren’t effectively building trust and maintaining a great brand reputation, you would want to make sure you have the most competitive prices. A little trust and a great reputation, however, can go a long way.
Government agencies at every level—city, state, and federal—collect large amounts of data; that’s a fact. The challenge for many lies in the ways information is collected and processed. Much of it is locked up in departmental silos, on somewhat dated computer systems, and it’s hard to access for additional analysis or to share publicly. Much of it may have been collected on paper forms or input by busy staff with lots of other things to do. Yet in any commercial organization, your data might be considered like gold dust! Locked within those siloed systems are many nuggets of valuable information that can help improve the efficiency of your entire organization, help deliver better services, and help improve the lives of your constituents.