We Need a Data Revolution

As a customer, I want to revolt!

Perhaps, as I descend further into "middle-age", I'm just getting cantankerous but I get genuinely annoyed when my mobile phone company address letters to "Dear Customer" and when my broadband supplier emails me with discounted tickets to Beyonce.

I know that, as their customer for many years, I've given them my name, date of birth, mother's maiden name and much much more besides. They really should, with little or no effort, be able to figure out my name and likely musical preferences (hint: I don't like Beyonce).

The continued focus on data science technologies and tools is all fine and well however, as customers, we've yet to experience one single "Wow" moment from a business as a result of their use of our data. One of those moments when you'll say "Wow, I'm really glad that I gave them my data. They've really helped me today".

Some of the reasons offered for the less than enthusiastic use of data are regulation, data protection and fear of reprisals from customers. If we look deeper though, we'll find that businesses simply aren't investing in "operationalising" customer insights. That is, the cool and sexy stuff never makes it to the shop floor!

For so many businesses, the disconnect between data science teams (the people with the cool and sexy stuff) and executive level management needs to be addressed if we, as customers, are ever to experience a "Wow" moment.

I'll be taking part in a panel discussion about this topic on the main stage at at CareerZoo on Saturday 15th October 2016.

https://www.careerzoo.ie