Using analytics to improve the customer journey

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Overview - The idea of becoming a customer centric organization seems to be at the forefront of executives and managers minds.  But for many organizations, taking the steps to become more customer-centric are challenging. 
Scott Groenendal, program director for big data and analytics at IBM, describes many of the common obstacles that organizations are facing organizations, and answers the questions:
  • How can organizations use technology to address these customer challenges? 
  • How can big data and analytics be applied to the customer experience life-cycle and how does that relate to organizational processes?
  • Where or how can customers get started?