Fragmented customer experiences have made it challenging for customer experience professionals looking to leverage big data. Have you ever bought a pair of shoes online and then it follows you for a few months? This is the challenge with personalization today. Personalization hasn’t delivered relevance and hasn’t given us a different approach. What’s supposed to be personalized is still mass marketing; and with that mass customer experiences. According to Lisa Arthur, CMO of Teradata Applications personalization is not making the cut. Social media has forever changed the customer-company relationship. Many companies today lack a customer experience strategy. Companies today need to tear down siloes and untangle that data hairball—for the sake of customer experience. That means departments working collaboratively with their sister organizations—consolidating different data pieces. Customer service will need IT, and the rest of the company. In this podcast we not only address the plight of modern day customer service but we also talk about how recent data breaches (think Ashley Madison) have changed attitudes about privacy.
