Building a framework for resiliency and the future success of any enterprise involves assessing where the industry is headed, how demographics may change, and what the competition may bring to the marketplace. It also requires that the enterprise have an actionable, future focused strategy for meeting challenges and taking advantages of opportunity. This may be particularly important for high touch point businesses that have to consider how every service, product, and interaction will be perceived by a customer base that is increasingly empowered by social media to effect their reputation and bottom line.
Last week, we looked at why it is important to collect, process, and engage customer journey analytics. We made the point that it’s impossible to analyze and learn from data you haven’t collected. This week, we look at how to integrate a business intelligence (BI) function into every component of your customer journey platform.