Do you ask strangers on the street for directions? Is there a map in your glove compartment? Do you work with a travel agent to book flights at the best price?
If you are older than 30, you probably remember the days when you would have answered these questions with a strong, “Yes!”
For most of us, though those times are part of the distant past. Now we do things differently and have different challenges. Specifically, the age of information has quickly become the era of too much data. Access to data (like how to get from point A to point B, or finding the cheapest fare) has definitely made some things more convenient. At the same time, we can easily feel overwhelmed and immobilized by all this data.
Data is great, but to become useful it has to be turned into actionable insight. Faced with this challenge, savvy service organizations invest in teams dedicated to data analysis. In fact, in my recent report, Data Scientists and the Field: The Future of Service (March 2016), I showed that nearly half of the Best-in-Class have dedicated teams focused specifically on analyzing service data.
In order to leverage data, however, you need more than an analytics platform and a dedicated team. You need a whole new organizational mindset. I will be discussing this mindset, and the role that technology and forward-thinking knowledge management play in supporting it, in a brief webinar on May 31st. Please join me then!
Remember: Technology has given us more data. We it takes work to turn that data into insights and answers.