Data is everywhere, in everything we do, especially as more of us have merged our work and home lives into one online, interconnected data stream that gives businesses opportunities to leverage it and create value for customers and the organization. It’s all part of becoming a Data-Driven Business and delivering a Transcendent Customer Experience, two of the tenets of the Autonomous Digital Enterprise (ADE), a future state framework that minimizes manual effort to capitalize on human creativity, skills, and intellect across the enterprise.
According to Zendesk’s Customer Experience Trends 2021 report, 75 percent of customers will spend more to buy from a company that offers a good customer experience (CX), and 80 percent will defect after one bad CX. Fortunately, that same study found that 63 percent of CX managers say their company is prioritizing CX more than it was just a year ago. Part of that prioritization includes technology, with half of those surveyed accelerating their digital adoption by one to three years.
Adopting digital technologies to help organizations make sense of all their data dovetails into data operations, or DataOps, which aims to maximize data, apply some structure, and yield valuable insights from it. Since it’s a nascent field, you probably have some questions. You’re not alone. DataOps will look different for each organization. According to a recent Gartner report, 3 Ways to Deliver Customer Value Faster Using DataOps, “data and analytics leaders must align DataOps with how data is consumed, rather than how it is created in their organizations.”*
Gartner suggests three ways enterprises can optimize their data management solutions to derive maximum organizational value and improve the value to customers:
- “Adapt their DataOps strategy to a utility value proposition by developing capabilities to scale data delivery across the enterprise. They may, for example, need to automate data quality checks, proactively monitor pipelines and build metrics for data consumption that align with specific business outcomes.
- Use DataOps to support data’s use as a business enabler by fostering collaboration between data producers, like data engineers, and business stakeholders, potentially by introducing the role of the data product manager to drive that collaboration.
- Support the data and analytics driver value proposition by implementing consistent change management capabilities for adapting data sources, models, and evolving governance requirements to production deployments.”*
Businesses live and die by their customers, and with data driving so much of the customer engagement, DataOps can be a game changer for an organization, especially during its evolution to an ADE. To learn three ways to deliver better customer value using DataOps, and explore detailed real-world scenarios and figures, download the complimentary report.
* Gartner, 3 Ways to Deliver Customer Value Faster Using DataOps, Nick Heudecker, Ted Friedman, Alan Dayley, 28 September, 2020. ↩