Data Analytics Expertise Is Essential For A Great Customer Experience

This post is by Liz Parry, Strategic Account Director at Teleperformance UK

In the latest edition of the National Outsourcing Association (NOA) Outsourcing Yearbook several leading industry analysts give their predictions for the year ahead in outsourcing.

One of the key trends identified is that more and more companies are going to need help with data analytics and managing Big Data programmes in general. John Willmott, the CEO of NelsonHall even lists this as one of the key trends that will define outsourcing over the next year.

It’s certainly true that companies are making more use of their data and requiring better expertise. This news article highlights the global shortage of talent – people with expertise in data analysis are assured a job almost anywhere in the world right now.

In the area of customer experience this has become a very important topic. The entire process of supporting customers has been turned on its head in recent years, with customers now demanding that brands come to them and converse on the platforms and channels they choose.

This dramatic change in the way that customers demand support requires extensive monitoring of enormous databases – buzz monitoring. The companies need to find where their customers are talking about their brand and products and to then engage in those spaces.

This is not trivial. The Internet is a vast space. Even individual social networks, such as Twitter, have hundreds of millions of new posts each day. Keeping track of who is saying what and where requires dedication and strategic planning.

However, this has become an essential part of managing the customer experience today. I agree with John Willmott’s view that this will start shaping many industries over the next year. Any executive planning how to manage their customers will already be exploring how to manage data analysis.

To get your own copy of the NOA Outsourcing Yearbook please click here. Leave a comment here or get in touch with me via my LinkedIn.

Data Center


Photo by Bob Mical licensed under Creative Commons.

This entry was posted in Current Affairs, Customer Service, Innovation, Outsourcing, Strategy, Technology and tagged , , , , , , , , , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s