Based on interviews with key executives at business across different business sectors, the research demonstrates the importance of moving data out of silos and the need to train staff at all levels to deal with heightened customer expectations in a multichannel or ‘omnichannel’ environment.
Topics covered in the report include:
- The mature management of data and analytics
- Best practice in data acquisition and customer experience
- Managing data
- Matching data to business needs
- Owning data and decision-making