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Helping you put the customer at the heart of every decision.

Turning insights into change

Embedding insights you have learned into change involves having a technology infrastructure, analytic talent, and organizational commitment to implement or adapt systems or processes that people use to make decisions. Companies that are successful have the following characteristics.

  • Analytics: Focus on analytics as a core organizational capability
  • Clarity: Have a clear idea of how customers interact and the organizational processes that support/lead to this interactions – Journey map and decision audits are helpful here
  • Governance: Make good data governance a continuous priority
  • Experimentation: Create a culture of experimentation – focus on optimization and prescription, not just description or prediction

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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