Ahead of the OPEX Week: Business Transformation Europe Summit, taking place in April 2017, key speaker Jaco Koen, Associate Director, Business Process Excellence, Europe at Envigo speaks to Andrea Charles, Senior Editor for the PEX Network about leveraging real-time data for increased customer-centricity. In this exclusive interview Koen shares his insights on the vast amounts of real-time data being generated and how to choose your metrics for success.
What are the main drivers you see in the market for real-time data analytics?
The main driver I see is perceived speed by customers. The market today doesn’t like waiting for things. People don’t like to wait and want access on-demand. This need from customers drives business to get those historical patterns closer to the “now”, meaning I do not need to know what people did last year; I need to know what they did yesterday, or this morning.
People don’t like to wait and want access on-demand.
If you have a history of what your customers wanted when, you need to move your products / services closer to where they will be. You want to be as close to where people want and expect it as possible. In order to do that, you need to know what people would want ahead of them asking for it. To be able to predict that, you’d need the data of what they’ve bought and the closer you can get to that data, the closer you can bring analyzed history to your decision making, the faster you can respond. So if you knew what they wanted yesterday and the trend is changing, you can start to move things around much quicker.