21, September 2016
The ocean – vast, serene and blue is what you see from the top. But under the blue open spaces, it houses a variety of plants, animals, fish of different sizes and micro-organisms.
The ocean best represents the digital age of data that has brought organizations and customers closer together. Extracting, storing, managing and utilizing data of customers and the like has become a Herculean task. And delivering customer experience is the backbone of it.
Cloud computing (commonly referred as Cloud) has been a buzzword doing the rounds over the last couple of years. It has transformed the way customer data is managed. It has given organizations the opportunities to pave the way and push customer experience to new fronts.
Here are four cloud trends that are likely to be influencers in customer experience for the year 2017 and beyond.
Insights: An unexplored ocean bed
About two-thirds of Earth is covered by water with many areas unexplored by humankind. Similarly, any organization’s data is vast and seemingly endless. The sheer size and complexity of understanding it while also gaining operational insights are much like the unexplored ocean floor.
Data, now, is consumed in large quantities and it is often difficult to maintain it manually. With access to big data, gaining insights is extremely difficult. Therefore, building cloud-enabled services are economical ways to handle and store data. For example, if a large retail chain needs to run a campaign, it needs to focus on the right target audience. It must harness the power of Cloud to gather insights from effective operational analytics tools.
Proactive Monitoring: Preservation of life
The Great Barrier Reef, one of the world’s natural attractions is keenly conserved. And like an organization’s customer experience, it needs a lot of attention. You can’t just visit it whenever or however, you want. In fact, trained biologists go there but only to help preserve the reef. And with all the right skills and tools. In the same way, specialized cloud monitoring and support services will be sought after across domains. Organizations will require cloud platforms to constantly monitor performance and keep their systems running.
For example, during natural calamities like floods or hurricanes, telecom service networks and systems are affected. These sudden turn of events cause end-customers to bad-mouth telecom companies due to bad service and poor signals. In view of these problems, the maintenance and support function work hard to rectify the issue with the help of the knowledge repositories or through logical outcomes.
Being mobile and swimming non-stop through the ocean
There are plenty of fish in the sea and schools of them are always on the move. Some of them, like the clown fish, can travel long distances in the ocean searching for new homes. With the popularity of mobile devices, the future of cloud computing is mobile since customers are always on the move. Perhaps this is why finding Nemo was difficult for his dad!
The flexibility of mobile devices provides access to cloud-based applications anywhere and anytime. Many companies are moving towards it with the notion that ‘if you are not on the cloud, you are out of the chase’. Why? Because most of their customers are using handheld devices to do their businesses anyway!
A periscopic vision through next-best actions
A man-made engine, the submarine has enabled us better understand the ocean. Its periscope helps predict objects that are approaching to make decisions in movement possible on-time. Similarly, for any customer interaction, organizations prefer to know the context of it earlier, in order to resolve the issue faster. Customer analytics play a key role at this stage as access to information is important. And with Cloud, it is possible to house large amounts of such data. This also determines the next best actions to pursue. For example, social interactions between a customer and an organization can help identify problems at an early stage so that actions can be taken immediately or before the customer reaches the customer care executive to solve the dispute.