Customer data is siloed across the enterprise, of poor quality (incomplete, old, held in inconsistent taxonomies, locked in unstructured formats, etc.), and not in a usable form. The result is that the data is not valued and employed to improve customer experience (CX).
Goals and Objectives
Current and consistent customer data assets should be maintained across the brand, partner, and external sources. These data assets are then made available to business processes across the customer journey. There is consistent and integrated use of data assets in advertising, marketing, sales, and customer care.
Natural language processing (NLP), advanced statistical predictive and optimization analytics, sentiment and behavioral modeling, other artificial intelligence (AI) tools, high-scale database applications, data lakes, data management platforms, serverless computing, 5G connectivity, and multicloud management
Use Case Summary
Provide an integrated data and analytic foundation for customer engagement and experience personalization across the customer journey.