This presentation was used in an RBA webinar done in partnership with Forrester focusing on improving customer insight through digital intelligence.
Key takeaways from the presentation include:
What does it mean to be digitally intelligent?
What are the strategic components of digital intelligence (technology, ownership, KPIs, measurement and optimization)
The four levels of digital intelligence maturity within organizations
22. A Digital and Technology Consultancy
Perspectives
from the Field
23. A Digital and Technology Consultancy
Measuring with Intent – Be Actionable
• Know your business objectives
• Identify the critical few KPIs to measure success
• Have a plan to act on the data coming out of your measurement plan to
optimize the customer experience -- Don’t just report for reporting’s sake
• Start with a plan that identifies key systems that capture information and
identify any system gaps that may exist.
• Next, be mindful of integration points from system to system (CRM, web,
commerce etc.)
24. A Digital and Technology Consultancy
Right-time Analytics
• Old data is old news - Having
information available when it is still
relevant is key to optimizing
experiences
• Determine upfront what information is
needed, when its needed and who
needs to access it
• Self Service Tools are driving richer
experiences for end users.