Millennials or not, customers expect high-touch, anticipatory, individualized, and timely engagement that is delightful, every time.
If you are reading this, I can assume you know and appreciate the fact that competitive advantage is being able to fully understand why your consumers make buying / renting choices, how they feel about their choices, and what they experience at each step when they engage with your service offering.
You understand that every-time a customer interacts (or doesn’t) with your company, they are telling you something and today the winning organizations are able to orchestrate, collect, and harvest that data-flow to create unique experiences for their customers (while optimizing operational expenses).
Yet in most cases, your company still keeps on using the same dated tools and data frameworks to acquire, retain and serve this new breed of customers across a multitude of channels. And no one can answer with confidence whether the privacy issues and security concerns have been addressed or not.
Senior executives of two Fortune 50 companies (Finance & Retail) recently told me over lunch that they possibly have all the relevant data, but siloed across multiple divisions, and most good ideas for improving customer engagement get choked with limited sharing of data aided by slow bureaucratic decision-making and insufficient infrastructure to experiment. Additionally, they stressed their data talent is spread too thin and cannot scale.
By 2020, estimated 240 exabytes of data will be created daily. How do you harness this data avalanche coming your way to create leading edge customer engagement and drive top line growth? How do you get permission to precious customer data to gain competitive advantage? Where do you look for inspiration for successful data strategies?
Given the current scale of this opportunity (outside big-tech), the inspiration wave created when I participated in an executive MIT course on AI & Business Strategy (my lessons learned), and my prior experience in successfully implementing several initiatives involving intelligent automation, I took a leap of faith (with a couple of other brave minds) to create a decision sciences consulting venture — Calculai. We are focusing on improving customer engagement for your business using predictive intelligence, machine learning, deep learning (NLP, Computer Vision).
Our analytics strategy team — comprising of data scientists, data engineers, cloud specialists and global marketers and good human beings, is committed to create a vision for senior-most leaders — a well-honed approach, and a new toolkit that can help win and keep new customers and leapfrog competitors while driving the organization towards a data-driven north star. We have made a bold attempt to capture the essence of this digital transformation necessity in an ebook for business leaders.