Forget data-driven - we must be insight driven. Deconstructing big data and CX with Tricia Wang

39:07
 
Kongsi
 

Manage episode 278738918 series 2831136
Oleh Jon Reed ditemui oleh Player FM dan komuniti kami - hak cipta dimiliki oleh penerbit, bukan Player FM, dan audio distrim secara langsung dari pelayan mereka. Tekan butang Langgan untuk mengesan kemas kini di Player FM, atau tampal suapan URL ke dalam aplikasi podcast lain.

After several years of misadventures, Jon finally gets Tricia Wang of Sudden Compass in the podcast hot seat at Constellation Connected Enterprise 2019. After hitting on show highlights, the two dive into Wang's outspoken views on the failure of big data, the profound limitations of quantifiable data, and why an ethnographic pursuit of data is the missing link. Wang and Reed turns their attention to the overhyped CX market, hitting on the problematic gap between being "data-driven" and insight driven. More data is actually leading to less insight. That's Wang's core point - customer data can drive business growth, but only if you know how to use it. Wang shares project experiences and business model examples to illustrate how companies are getting stuck. As for getting unstuck, Wang reveals some of the Sudden Compass methodology for getting customers on a better approach to analytics - a method that is about to be open sourced. Their partnership with Google, and Wang's obsession with avaiation and automation, rounds out the picture as the podcast wraps. Yes, you can get Busting the Omnichannel on iTunes.

144 episod