Accenture understands that data drives personalized individual experiences. Customers are found in virtually every channel and the only way to stay relevant is to use automation to find them, serve them and personalize for them. Exploring the steps companies need to take to understand their customers better, bring together and manage a vast array of data sources, and get the right kind of insights out the other side, these podcasts highlight why CX matters more than ever – and why data is the secret to meaningful modern customer interactions.
In the first of two podcasts, Oracle's Honora Handley interview's Accenture's Nelson Bernabe about how customer journeys have changed with today's digitally empowered consumer. What helps businesses better engage with their customers is the fact that customers expect much more from the brands they engage with.
Bernabe discusses customer journeys, data, and the challenges brands have with curating and assembling data to engage customers with the right message and channel in a "hyper-personalized" fashion wherever that customer is in the journey process. They also discuss the importance of teams working in sync to provide the best possible customer experience and why Accenture is partnering with Oracle. 14 minutes.
The 2nd podcast, Handley interviews Oracle’s Joe Fuster on using data to spot key CX signals, build customer graphs, and drive revenue. Joe talks about connecting data at scale, knowing individuals on a deep, meaningful level in order to properly serve them precisely what they want and need. 21 minutes.
Listen to Accenture’s Nelson Bernabe on mapping hyper-personalized journeys and avoiding CX blind spots.
On the same page, listen to Oracle’s Joe Fuster on using data to spot key CX signals and build customer graphs.