Recently, I was involved in a discussion on LinkedIn on whether or not Big Data was enabling better customer service. I think the trend at the 2014 International Consumer Electronics Show (CES) indicates that Big Data is actually enabling better customer experience. If you are a more established provider of similar services and products, then you will be compelled to sit up, take notice and make changes to keep up with these leaner, smaller and providing service-in-real-time competitors. That is, if you haven’t already started to do so.
According to Forbes (read article here), the biggest disruptive trends include the use of MEMS (microelectromechanical sensors) in everything from your household appliances to wearable clothing to self-driving cars. Look past the coolness factors of these products and you cannot miss the incredible behemothian force of big data technology driving them.
The data points collected by the sensors can broadly be classified under the umbrella of semi-structured data. This gets stored in either a private or commercial public cloud based store. The product/service provider generally offers some out of the box apps. In addition, they offer authentication and access APIs for users and developers to consume freely to create their own apps (and most likely, contribute them back to the provider’s eco-system). This is the evolution of the B2C big data ecosystem. All this ties back to improved customer service if and only if the product or service provider makes an attempt to track consumer behavior, actual apps created by their customer base, user feedback, customer reviews, competitive trends. Extend this to measure the impact of all these intangible factors on company revenue, profitability and product planing- now you’ve just made the case for an enterprise big data analytics solution.
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