Big Data – What it Really Means for VoC and Customer Experience Professionals

Buffer

I had the privilege of delivering a talk on the topic of Big Data on May 15, 2013 in Las Vegas as part of VOCFusion, the world’s largest voice of the customer event. I would like to thank Allegiance for hosting and organizing this excellent educational event for our industry peers. I highly recommend this multi-day event for VoC and customer experience professionals.

The goal of my talk was to illustrate how the field of Big Data applies to voice of customer and customer experience professionals. In my talk, I start with a brief overview of area we call Big Data. Using real customer experience data from US hospital (Thanks, Medicare), I illustrate why the integration of different data sources (e.g., operational, financial, customer feedback) provides deeper insights than each data source alone. Additionally, I talk about how to select your first Big Data project (Thanks, IBM Big Data), the importance of veracity (the fourth, and, I think, the most important V of Big Data), objective customer loyalty metrics and three broad implications of Big Data to the field of customer experience management. You can view the slides below.