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Cloud’s Silver Lining

It’s official.  I’ve been spending too much time in the world of IT. 

How do I know?  Because several weeks ago I blogged about BIG DATA, and today… today I’m blogging about the cloud.

Now, it seems like everybody has their own definition of what the cloud is, but most can agree that as customers shift more of their operations to a cloud environment their behaviours and usage patterns will become more transparent to the suppliers of the chosen cloud solution.

For customer experience and strategy professionals, this is great news… because it means a host of customer-specific operational and usage data becomes available to us, and we can start to make the connections to customers’ perceptions of their experiences.

The benefits will be many, including:

  • Better experience-based profiling of loyal and at risk customers
  • Improved predictability of future behaviour based on usage patterns and evaluations of that usage
  • More targeted identification of the weak points of the experience, enabling more focused improvement activity
  • Proactive intervention in experiences profiled to become negative
  • Identification, celebration, and cloning of the ‘bright spots’ – those profiles where experiences are most favourable

And ultimately, the ability to drive happier, more loyal customers, which means a more secure overall business even in the cloudy face of change.

About the Author

Jennifer Batley

Jennifer Batley

Jennifer advises on CX transformation strategies and collaborates with clients’ executives to establish goals and success metrics that ensure mutually valuable relationships. By understanding needs and opportunities, she ensures Walker’s clients are optimizing customer insights to drive bottom-line business results in alignment with their core strategies, business objectives and brand promises.

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