According to Gartner, by 2017 80% of consumers will collect, track and barter their personal data for cost savings, convenience and customization. Siloed approach, prevalent in many enterprises hinders the shift to a digital business. Evolution from a channel-centric, operational mindset to a customer-centric approach is critical for enhancing digital customer experience
Today’s systems need to be transformed to leverage a ‘unified data architecture’ wherein current data should be used to build an intelligence repository that powers innovation and governance in delivering a rich user experience.
The near future is all about personalization and user experience wherein sophisticated systems will need to be packaged into applications made accessible to end users to meet their customized business and personal needs making BI available at customer’s finger tips
BI focus is now centered in a ‘Sweet Spot’ where ‘Ad hoc Query’ meets ‘Dynamic OLAP’ leading to
– Data discovery technologies (on ‘Data Lakes’ -> fusion of repositories, XML, NoSQL, and DB)
– Interactive reports
– Big data and real time data together, aiding decision making systems
Enterprises can look for virtualization / cloud technologies for enhancing the customer experience. This will help lower the cost and help with integration, transformation and expansion of their current systems.