XO Is in the Air
Most people don’t know me as a romantic, but I’ll admit that I have a soft spot in my heart for Valentine’s Day. It embraces the sentiment of a harmonious match, and I always go a bit over the top in mid-February, which my wife truly appreciates.
In the tech industry, we see a similar coupling when we find the right partnership between organizations that offer mutual customers the right solutions for their business.
And in 2019, partnering relationships are taking things to the next level, where experience (X) data and operations (O) data are joined.
The importance of operations data has been recognized for years. This is the analysis and measurement of data such as spend management or supply chain management. This type of information helps businesses forecast effectively and develop strategic plans for the year, while providing a high-level outlook for the next several years. But relying solely on this perspective misses something crucial–the human experience element.
People are at the heart of every business. The visionaries. The dreamers. The inventors. The influencers. And those who represent the face of the business to their customers. It’s the satisfaction of an organization’s employees and customers that can make or break their success.
This is where experience data comes in.
Experience data embodies satisfaction regarding employee, customer, product or brand. This can be evaluated with real-time patterns through direct feedback from customer surveys, social, web, in-app, email and more.
As you review your strategic plans for the year ahead, ask yourself, “Are you partnering with the right provider to combine experience operations for your customers?”