Transcript: 

There has been a significant emphasis on data-driven decision-making in organizations, and one of the key areas many are looking to improve is customer service and customer relations. While data can certainly support these efforts, the biggest opportunity lies in delivering the right data to the right stakeholder at the right time to improve responsiveness to the customer.

For example, presenting relevant information at the point of sale — such as recommending products based on past purchases or acknowledging previously reported issues and sharing resolutions — can make interactions feel more personalized and proactive. This demonstrates to customers that the organization understands their history and reduces the need for them to repeat information.

To enable this level of service, having data centralized and accessible across the organization is essential. One of the major trends in the industry is the centralization of data to support technologies like artificial intelligence, pattern recognition, supervised learning algorithms, and robotic process automation — all of which enhance customer-facing capabilities.

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