Today, there may be real-time or near real-time availability of data in say three different systems, but they may not talk to each other. Thus, important customer signals are being missed in the ever-increasing amounts of data. Gaining visibility and reducing complexities transcends merely applying technology in silos. Making real-time decisions requires an optimal blend of predictive analytics from multiple data sources.
Firms that want to be proactive in reaching out to customers must analyze a great deal more information than ever before. The 'voice of the customer' is useless unless you are ready to take action. Real-time listening across channels may identify customer interactions - across technology platforms - that can lead to real-time decisions on taking action. The voice of the customer comes in different forms - and ends up generating volumes of quantitative and qualitative data.
Mobile access pairs naturally with your analytics, social and cloud strategies to provide an 'anytime, anywhere' element to making real-time business decisions. Mobility is a key component to completing your real-time engagement model. Viewed in a silo, mobility is not much more than a nifty gadget. When part of a connected analytics strategy, this a-z approach is changing the way business is done across the value chain - collaborative, distributed and virtualized.
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