Across all industries, companies are grappling with how to use new kinds of data in different ways to meet heightened customer expectations. Brand loyalty can seem like an elusive goal as customers increasingly sample new offerings and consider other options available to them in this customized digital age.
Consequently, companies are pursuing numerous data-focused initiatives to improve the customer experience while showing they appreciate that customers are in charge of their data. CX initiatives occupy common ground. Organizations want to understand and improve business insights and company performance across the customer journey. In doing so, though, they face the challenges of organizing, managing, and using huge amounts of data from traditional and nontraditional sources, even as the rules for gathering and using data are undergoing vast changes because of new regulations and consumer pressure.Accelerate your career with Harvard ManageMentor®.
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