In today's business landscape, organizations are increasingly focusing on improving the customer experience to ensure that they're staying with, or ahead of, the competition. It's widely understood that in order to improve the customer experience, it's imperative that organizations understand the customer and tailor their services or products to each demographic and customer segment. However, two major developments are bringing about a marked change to this tried-and-true customer experience strategy: the proliferation of big data and the shrinking size of customer segments.
Posted January 20, 2014