Tag Archives: customer intelligence

Customer Experience Data Integration for 360-Degree View

You’ve probably heard of the blind men who touched part of an elephant and were adamant about their interpretations. Businesses are in the same predicament without customer data integration for a panoramic viewpoint. In my interview with Swati Saxena, Customer Intelligence Manager at Hewlett-Packard, she outlined some of the benefits of integrating customer data:

  • Better prediction and understanding of what drives customer loyalty.
  • Identifying which products to sell to customers most profitably.
  • Prioritizing customers to target with specific offers.
  • Using the most effective messaging and communication channels, etc.
  • Reducing waste for customers and the company, for improved customer experience management.

Better Strategies from a Holistic View
“Customer data integration is akin to the parable of six blind men who were brought to an elephant and asked to touch it and describe what it was,” she explained. “One touched the elephant’s trunk and said ‘this is a snake’; one touched the tail and said ‘this is a rope’; still another touched the ear and said ‘this is a fan’. Each viewpoint was useful from a narrow perspective, but none of them were accurate about the big picture. Similarly, Continue reading