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Most organizations are challenged to extract meaningful insights from their customer data when they’re drowning in data. Data is not always shared efficiently within most organizations. Many of the world’s biggest companies operate in silos — for example, their customer service and sales departments do not share a customer relationship management (CRM) database, and employees don’t collaborate around the customer to ensure a powerful customer experience. Front-line employees are too often operating with data that’s “too little, too late.” And more often than not, employees in one department don’t even know the employees in other departments, let alone use data that spans the organization. This often results in wildly inconsistent customer experiences that make companies look disconnected and unfocused. Machine learning is increasingly being used to help organizations overcome this limitation, creating better, more personalized customer experiences, and more loyal customers. |
