Secrets of the Data Rich and Savvy

Data is increasingly becoming a key differentiator for brands. Today, a new breed of "data rich and famous" brands is emerging, and these brands are using data in innovative ways to create exceptional customer experiences. With the advent of big data, how can brands organize, leverage, and harness the power of data to transform the CX landscape?

In this episode, Omer Minkara joins Amelia for the second time. And today, Omer talks about Aberdeen Strategy & Research's recent study on the "data rich and famous," what makes a business "data rich" and savvy, and what the six building blocks are for organizing big data.

Omer Minkara is the Vice President & Principal Analyst of Aberdeen Strategy & Research. In his role, Omer is tracking and reporting the key trends and best practices in customer experience management, contact center, and e-commerce. Through a combination of prior experience, skills in financial and data analysis, and passion, Omer helps organizations build and maintain profitable customer relationships and reduce unnecessary costs.

Enjoy!

In This Episode

00:56 - The key role Omer plays at Aberdeen Strategy and Research

01:29 - An Aberdeen study on the "data rich and famous"

02:19 - The difference between traditional and intelligent self-service

03:37 - What makes a business "data rich and savvy"

06:52 - Six building blocks for organizing big data

Favorite Quotes

03:09 - "The "data rich and savvy" business companies not only have better data quality but also leverage a certain set of tools more effectively and widely." - Omer Minkara

04:09 - "The real "data rich and savvy" businesses are the ones that turn the existing data into rich insights and leverage the existing insights to steer conversations. " - Omer Minkara

06:29 - "The "data rich and savvy" are rich and savvy, not in terms of the quantity of data but rather the insights that they're able to extract from the data. And as a result, they're reducing costs, creating happier customers and growing revenue." - Omer Minkara

[08:18] - "Without knowing who your customers are, you can't optimize self-service." - Omer Minkara

10:01 - "Contact center leaders should consider a low-code or no-code approach to leveraging self-service. That means that you're not relying heavily on your business personnel, business staff, and business leaders to analyze data and make adjustments. Instead, you can quickly leverage low-code or no-code to make the necessary adjustments." - Omer Minkara

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Aberdeen Research

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Website - www.nice.com
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Twitter - https://twitter.com/NICE_CX
LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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