Customers have come to expect – and demand – a superior customer experience at every touchpoint. As businesses are increasingly challenged to provide better customer service every day, and as the volume of customer data grows, there’s an even greater need for more advanced data integration and management systems to handle that data deluge.
While many businesses have established practices to manage and integrate this data, new business requirements and industry changes are shaking things up. We’ve also seen that there is still a disconnect between the strategy for and execution of integration. For example, more than 71 percent of enterprise decision-makers identified service-oriented architecture (SOA) as a core integration in 2010, yet only 47 percent of developers had implemented it as of 2014.
Luckily there are solutions available that can help. From visual data modeling through knowledge graphs, to data governance workflows and policy management, it’s important for businesses to find the right ways to manage their customer information and turn that data into actionable insights – and refresh those methods to remain current.
Integration and management technologies are key to improving the customer experience and helping businesses gain innovation flexibility. Here’s how renewing your data management and integration technologies can help:
Meet agility and performance needs
It’s important for businesses to be able to attain higher levels of latency, volume, and security to address their customer needs. What’s more, it’s a challenge to keep up with the customer journey, as they increasingly involve faster real-time performance and less predictable data volume. While some of the existing integration technologies try to keep up with these changing customer requirements, businesses need to keep in mind that, when it comes down to it, it might just be time for an upgrade.
Building context around your data
We’ve heard it again and again. We all know how vital data is to ensuring smooth and successful business operations. But we need to take it one step beyond that to add value to that data by building context around it: where, when, how, by whom and why it is being used. Simply storing that data does nothing for a business. By building context around the data, businesses can add value to their customer engagement. Here’s where integration and management technologies come in to help in streamlining this information and squeezing the greatest context possible out of all of that data.
It’s not just for the techies anymore
For many years, integration and data management has been in the domain of all the technical specialists. Not anymore. In today’s changing business landscape and with the right new integration solutions at hand, it’s easier than ever to involve the entire business in the management and analysis of that customer data. Now, people like product managers can step in, without waiting for technical specialists to become available. That offers up huge opportunities and savings for a business, from both an operational efficiency and financial standpoint.
A flexible future
The good news is that data integration and management technologies are improving to meet the customer and industry need. There are up-to-date scalable and flexible solutions available for businesses to easily integrate and leverage the knowledge and information surrounding their customers.
These topics and solutions will be front and center at the MDM and Data Governance Summit in San Francisco, July 22-23, 2015, where Pitney Bowes will join to share its insights around the industry. Come join us, or for more information, please download our recent collaborative Forrester research report here or read our recent blog post Using Knowledge Graphs to Unlock Consumer Data.