When we look at single view or Customer 360, it’s much more dynamic, agile through a federated or virtualized view.
It’s a hard fact. More data is available today than ever before – but most government organisations can’t capitalise on it to improve their experience with customers. There are several reasons for this, but the most common ones are:
- Integrating data technology is a major challenge. When critical information isn’t connected and available to decision makers, you miss important strategic opportunities. An organisation that can’t control its data simply can’t control its business.
- Change is a constant. It’s not easy to hit a moving target. Place names, street names and people are constantly changing. People get married, divorced, move and change names.
- The challenges don’t stop there. With the explosion of social media, people interact with your services across more channels and locations, and some even connect through more than one channel at the same time. Without the right tools, you’ll never gain insights based on the most accurate, precise and up to date data.
Yet, despite the challenges, organisations need a full Customer 360 view to both grow their business, improve service delivery and optimise resources.
Digital transformation and improving service deliverability is a key focus for government. Organisations need to invest in these solutions to improve their omnichannel experience, improve community services and arguably, engagement.
In this eBook, we will explore the power of going beyond the Customer 360 basics (name, address, account numbers, transactions) to greatly expand the knowledge of your customer. What they consume. How they access services. Where they spend their time. What they value. What their next actions may be…