Identify and Measure the Impact of Customer Experience Obstacles
Customer journey analytics can pinpoint the drivers of customer satisfaction in a way that traditional analytics can not. It can provide quantitative key performance indicators (KPIs) along the paths that your most satisfied customers take, as they interact with your brand across channels and over time.a simple solution that would allow customers to quickly and easily resolve the issue themselves, your team can then orchestrate communications to each customer across multiple channels, just seconds after they experience the issue.
Once-distinct Markets Are Colliding Thanks To Augmented Analytics
Augmented analytics is driving transformation in the analytics, BI, and data science + machine learning markets. According to Gartner, “Although these capabilities are still called ‘descriptive,’ ‘diagnostic,’ ‘predictive’ and ‘prescriptive,’ increasingly, they are no longer implemented and used in a step-by-step fashion. Data scientists and BI analysts alike can move smoothly from one analytics capability to another whenever and wherever the need dictates.”
Organizations that harness the opportunities created by this collision of markets will see major competitive breakthroughs, but that’s only if they take the right steps now.
Learn why FiO is on the cutting edge of the convergence of analytic worlds to help Brands discover:
- Get top recommendations for data and analytic management to capitalize on and exploit this newly-catalyzed market
- What the convergence of once-distinct markets means for the future of data + analytics practices, processes, and people
- How to dramatically hasten your analytics maturation in this new landscape and avoid overlaps, confusion, and missed opportunities
Use the most advanced tools to stay on top of the numbers.
The joint value approach and Agile ways of working can only be embedded and rolled out if participants have the appropriate access to data and tools. Some consumer goods companies are derailed when different team members have access to different (at times even contradicting) data. Agile customer teams developing joint value plans need a single version of the truth. It helps them generate accurate, real-time estimates of the impact of various ideas on the joint profit pools. It also helps teams determine the best trade-offs, for both the proposed plans and negotiations—and it can facilitate tracking results.
FiO has developed a suite of advanced solutions to help cross-functional customer teams prepare their plans.
The relationship between retailers and consumer goods companies is not easy these days. There is no silver bullet solution for improving those relations, and the prevailing retail environment will not get better anytime soon. So, the only sustainable solution for suppliers is to find new ways to create value with and for most of their customers, not to fight them all.
Winning consumer goods companies will understand their retail customers’ economics as well as their own, differentiate plans based on a customer’s strategy and shoppers, rely on cross-functional teams and Agile ways of working to prepare customer touchpoints, maintain year-round contact at multiple levels and rely on advanced tools to bring data to the table for everybody’s well-being. That is what it really takes to become customer-centric.