CLOSING THE CUSTOMER EXPERIENCE GAP How IT & Business Can Partner to Transform Customer Experiences

Harvard Business Review Analytic Services has done a deep-dive into what conflicts companies are encountering while attempting to deliver one-to-one customer experiences and what factors are contributing to the successes of others. These findings reveal that IT decision makers are currently more empowered than ever to position their companies to place customer experience at the forefront. 

This report has identified many barriers that prevent companies from gaining a single view of the customer. From organizational silos and data integration problems to data quality issues and inconsistent data collection, companies need solutions to the problems that stand between them and delivering personalized customer experiences. The successful companies that are using customer data to tailor experiences have identified that a company customer-centric focus and the use of emerging technologies are critical. 

It is no wonder that the ability to easily analyze customer data and create actionable insights is becoming valuable. A single view of the customer from a single, integrated source of truth will prove invaluable as customers and technology continue to evolve together.