Thanks to Big Data, Customer Experience is Transforming. Here is How

What is it that makes an Amazon or Netflix so popular among people?

Why is it that we go to a seemingly interesting website and then quickly leave it?

The answer may lie in the experience. You go to the Netflix app because you want to be entertained. You open the Amazon website because you want to compare prices and order a few things. Now, imagine if the design of the website or the app was confusing. What if Netflix did not give you personalized recommendations? What if Amazon did not categorize its items? You might waste a lot of time looking for what you want and might end up exiting the website or the app within a few seconds. For a digital-first company, that spells bad news.

Gone are those days when customer experience was just a way to stand apart from the competitors. Today, for apps and for software products, it is a necessity to survive in the hyper-competitive market. 86% of customers today are willing to pay a premium for excellent customer experience. A study by Walker suggests that in 2020, customer experience will overtake price and product as the key differentiator.

So, how do you create an experience that will make your customers stay on your platform?

To begin with, how do you even determine what good experience means to your customer?

The answer may lie in big data.

Thanks to Big Data, Customer Experience is Transforming. Here is How

How has Big Data Helped Companies to Improve Customer Experience?

Companies have increasingly started relying on data to find ways to make the customer’s experience frictionless.

However, with terabytes and zettabytes of data generated every year, companies find it hard to collect, analyze, and interpret the data correctly.That’s when they use technology like big data.

Big data extracts information from large data sets systematically to enable businesses to make informed decisions.

Here’s how.

  1. Helps in Understanding the Behavior of the Customers:
    When you operate in a physical retail space, it is easier to observe the behavior of people and provide them what they need. But how do you emulate the same thing online? That’s where big data helps. With big data and analytics, you can find out how people interact with your product or website, how they prefer to engage, what prevents them from taking action?
    You can mine insights from customer support queries and online forum responses about what irks the customer? What features are they looking for? Understanding the behavior of the customer will enable you to make improvements to your product in line with the needs of the customer.
  2. Helps in Rectifying Customer Pain Points:
    Taking the previous point further, big data helps you to rectify the issues customers face while using your product. Let’s take Amazon for instance. What made Amazon introduce the 1-click ordering feature on their mobile app?
    It was not a random decision. Amazon realized that most customers backed out on having to enter all their information manually during the checkout process. With the 1-click option, the users can place an order without entering any details. This saves their time and increases conversions for Amazon.
    Once you gather information on what prevents your customers from deriving the necessary value from your product, your UX and UI designers can rectify the design or you can take the call to add a much-needed feature.

  3. Helps in Improving Visualization of the Website or App:
    To design a great product, you have to determine what you want the customers to do and then create the interface such that it helps them do that. Visualizing such a design might look simple, but if you want the design to be effective, you have to turn to big data. Let’s take Instagram’s example.
    Data revealed to the widely popular photo-sharing app that people were unable to find relevant images and videos on their feeds. So, they altered the feed from reverse-sequential order to display posts that they thought people would like to see, like, and share. This helped them to customize the data feed for their users and led to more popularity.
    The data collected through photos and videos let visitors discover new interests relevant to them. So, if you are planning to revamp the design of your product, read the data you collect from your customers and mine those insights to improve the usability.
  4. Removes all guesswork and leads to data-backed experiments:
    Every product change will cost money for your company. It could also earn you bouquets or brickbats depending upon how your customers react to the change. So, if you want to experiment with your UX or UI, conduct data-backed experiments. Conduct usability tests on a small batch of loyal users to know their feedback on the changes and use those insights to improve or modify the design.
    Turn to predictive analytics to get a sense of what could happen. This saves time and money and helps you focus on strategies that have a greater chance of working.
  5. Creates personalized interface for every user:
    Think of the Amazon homepage showing recommendations of products to buy or the personalized content recommendations by Netflix. Conditioned by the experience provided by apps like these, even enterprise and business users are demanding greater levels of customization.
    And the app and product experience can be so much more meaningful to your users too,thanks to big data. Analytics helps you bring that relevance in your products that encourages higher engagement.

Conclusion:

Until a few years ago, software products never thought of combining art and science to improve the customer experience. Today, customer experience has become more data-focused and customer-centric. And all credit for this significant shift must go to big data and analytics. Analytics has enabled companies to adopt science to create personalized experiences that make every customer feel special.

The Role of Big Data in Mobile App Development

With 4.57 billion mobile phone users in the world right now, the mobile app development industry is also at its pinnacle. With every company building mobile apps to address external as well as internal customers, there is a pressing need to keep pace with rapidly changing market trends, technology advances, and customer needs. One sure-shot way of out-performing the competition and achieving success is by letting data drive your decisions. Big data can enable you to unearth hidden patterns and customer preferences and you can lean on these to develop state-of-the-art mobile apps. Here’s how big data can play a major role in mobile app development.

Role of big data in mobile app development

  1. Understand Customer Needs: A great mobile app is not one which looks stunning but one which meets the needs of users. Using big data, you can analyze the overwhelming volume of data that users generate on a regular basis and convert it into relevant insights. By understanding how users from different backgrounds, age groups, lifestyles, and geographies relate, react, and interact with mobile apps, you can formulate ideas for new and innovative apps and boost the capabilities of existing ones. Uber uses big data in a big way to improve its customer service; when a customer requests for a cab, Uber analyzes real-time traffic conditions, availability of a driver nearby, estimated time for the journey, etc. and provides a time and cost estimate for improved engagement.
  2. Drive User Experience Analysis: In addition to understanding customer needs, mobile app development also requires you to understand how users use your app. Using big data, you can conduct detailed user experience analysis, get a comprehensive 360-degree view of usage and the user experience, evaluate the engagement for each feature or page, and determine the most sought-after features as well as pain points. You can understand which elements of your mobile app make users spend more time and which cause them to leave. You can then use this information to create a list of the very features that users demand, plan for changes or modifications in the design, improve user experience, and maximize engagement.
  3. Get Access to Real-time Data: Businesses today have to remain in touch with changing trends to stay ahead of the race. Big data helps a great deal in keeping up with the times. By examining real-time data, you can take real-time, data-driven decisions to improve customer satisfaction and bring in higher profit. Using big data, Fitbit tracks real-time health data including sleep, eating, and activity habits to enable better lifestyle choices. The data gathered by Fitbit not only helps individuals become healthier, but it also provides doctors and healthcare practitioners with a clear picture of overall health and habits across a wider population.
  4. Build the Right Marketing Strategies: With a pool of data about user behavior including their likes, dislikes, needs, expectations, and more, you can build the right marketing strategies around how, when and where to target your audience. You can make better decisions of all types, from what type of push notifications to send and what strategy to use in increasing engagement. Using big data, you can analyze users’ demographic data, purchase patterns, and social behavior to modify your marketing messages according to their current interests. By building the right strategies, you can drive adoption, fuel engagement, increase satisfaction and ultimately, grow app revenue.
  5. Enable Personalization: Big data also enables you to optimize search and make it more intuitive and less cumbersome for users. By analyzing data from customer queries, you can prioritize results, deliver better and more contextual experience that matter the most to a particular user. You can also group data and features to provide smarter self-service for immediate answers. Amazon uses big data to enable predictive analysis and offers product suggestions based on a user’s previous purchase history, products they have viewed or liked as well as trending products. By integrating recommendations across the buying cycle – from product discovery until checkout, Amazon delivers the most relevant products and delivers a personalized shopping experience to each shopper.

Drive Revenue:

In a highly mobile world today, the mobile app has become the centerpiece of all communication strategies for every business. It is estimated that the mobile app market will reach $189 billion by 2020. Although thousands of companies across the world are building mobile apps every single day, it is through technologies like big data that you can really boost app-performance and fuel user engagement. Big data puts real-time data to work to offer personalized experiences that cater to the needs of the users in the most effective manner. If the mobile is central to your go-to-market strategy, its time you made the most of big data to build better mobile apps that drive value and revenue.

Why we Expanded our Technology Portfolio?

The ThinkSys growth story is known to a few already. For the longest time, we were known as a QA-focused organization. Over time we added a strong Test Automation thread to that story. Adding new skills and technology areas, the company grew organically and now our several highly-talented engineers provide impeccable service in the field of custom software development, web and mobile app development, Cloud, and a multitude of other software services. As technology continues to become a driver of business transformation, we at ThinkSys strive to meet the end-to-end software development and testing needs of our current client as well as future clients. This meant an expansion of the areas we work in. Here’s what drove out thinking.

The Inclusion of Big Data, IoT, and AI:

For many years, big data, IoT, and AI have been impacting organizations across several industries and applications. Although they have all contributed to businesses in unimaginable ways, it is the convergence of these three powerful technologies that can drive next-generation innovation and transformation: from smart manufacturing to precision surgery, energy automation to smart RFID tags, building automation to smart farming, predictive maintenance systems to chatbots, climate control to intelligent shipment tracking – the things that big data, IoT and AI are helping achieve is incredible! Our customers are also impacted by these technology movements. We started seeing more opportunity to marry these technologies into the solutions we were already providing. It seemed clear, to continue to serve the market we just had to add these three disruptive technologies to our development and testing portfolio to enable our customers to leverage the stunning benefits and experience growth like never before.

  1. Big Data:
    As technology makes inroads into the business world, the problem of information overload has become rampant. Organizations grappling with massive amounts of data are embracing new strategies such as big data to analyze data and uncover critical insights. According to a report, revenue from big data is expected to reach $210 billion by 2020. We believe that big data has the immense capability in discovering hidden patterns, unknown correlations, customer preferences, and other vital information, enabling organizations to make informed decisions. Our big data services include predictive analytics, data mining, text mining, data optimization, data management, & forecasting that can enable organizations to uncover hidden business opportunities and accelerate business growth. By making smart, data-driven decisions, organizations can identify risks ahead of time and improve operations and risk management.
  2. bid data services

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  3. IoT:
    The explosion of IoT has completely transformed the technology world and is bringing the physical and digital aspects of life closer than ever. The total economic value-add for IoT is expected to reach $1.9 trillion by 2020. IoT is enabling businesses to boost operational efficiency and transform their business models. We at ThinkSys are quite certain IoT has the capability to create a world of opportunities; with a more direct integration of the physical world with the digital, IoT will improve business efficiency and accuracy through more intelligent data capture from the edges and more seamless automation. As IoT makes its way into every sector, we aim to cater to the distinct demands of every commercial enterprise and industry. Our end-to-end customized IoT consulting services and implementation solutions can enable organizations to optimize operations, reduce costs, and achieve revenue goals.
  4. IoT consulting services

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  5. AI:
    A fundamental shift in business operations is being brought about by AI; according to reports, global spending on AI is expected to reach a whopping $57.6 billion by 2021. Although AI finds great application across industries such as banking, finance, e-commerce, healthcare, and telecommunication, it is reinventing the way goods are manufactured and delivered. The recent proliferation of AI has brought with it a multitude of associated technologies that are enabling organizations to automate processes, improve efficiency and transform businesses. Our foray into AI marks the beginning of our digital journey into advanced AI technologies such as cognitive computing, machine learning, natural language processing, among others. We are already working on solutions that will bring in the required intelligence to improve the speed of processes, reduce errors, and increase accuracy, and precision – thus enabling our clients to be agile, smart and innovative.
  6. AI Services

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    Drive Business Value:

    At ThinkSys, we believe technology has the power to fuel business transformation. Leveraging our capabilities and knowledge of the latest tools and applications, we offer time-tested and reliable technology services across a comprehensive portfolio of advanced technologies. Our team of experienced and knowledgeable experts make use of the latest strategies and deliver solutions to solve complex business problems. By expanding our technology portfolio and including big data, IoT, and AI into our service offering, we aim to assist businesses in understanding the information contained within large data sets, to automate critical business processes, and enable them to drive substantial business value in all that they do.

How Cloud Makes Big Data Better?

Information technology at one time was that exclusive club that allowed only the elite few such as very large organizations and government bodies etc. through its doors. The story is quite different today. The rise and adoption of technologies such as the cloud have led to the democratization of IT, increasing the reach of technology, enabling cost reductions, and providing a plethora of applications to choose from without making any heavy investment. The cloud has given the much-needed horsepower to make the world more software defined. It hardly comes as a surprise that the cloud ranks high up in the priority for organizations across the globe.

Along with the cloud, we have also witnessed the rising importance of Big Data. Big Data has moved from the ‘nice to have’ to a ‘must have’ initiative as we move deeper into the data economy. The promise of valuable insights to create competitive advantage, drive revenues and spark new innovations are reason enough to bring it on the agenda of all kinds of businesses. As the adoption of Big Data and Cloud continue to increase, we are witnessing a growing interdependence between these two technologies with the promise of phenomenal gains.

How cloud makes big data better?

  1. Convergence – is the name of the game:
    While big data and cloud evolved independently over time, today these two technologies are becoming increasingly intertwined. The growing volumes of data and the need for faster analytics have driven big data to the cloud. Organizations today are looking at new data models derived from structured and unstructured data sources, they need complex event processing applications, they need usage-based compute resources, and they demand greater computing power. With an on-premise data store, processing and analyzing these high volumes of data becomes hard to execute. And given the operational and management costs associated with these on-premise solutions, it does not present itself as an agile and cost-effective solution.
    The cloud, on the other hand, helps in alleviating the enterprise data load and offers not only greater computing power, increased storage, and data agility, it also makes it infinitely easier to analyze and derive faster data insights.
  2. A conversation shift:
    With the conversation moving from ‘where can we store all this data’ to ‘what can we do with all this data’, organizations are moving towards an orientation that is more outcome-based. Clearly, cloud computing and big data are better together. With a growing dependence on data, enterprises are looking at greater effectiveness from big data platforms. With the greater integration of data from both structured and unstructured resources, the big data platform that we need must be highly scalable, elastic, and performance driven. And this can be achieved by leveraging the computing capabilities of the cloud.
  3. The need for greater scalability:
    Performance issues such as latency have no place in the enterprise today. When it comes to analytics, latency can play havoc with performance. The lack of efficient data warehousing and an inability to access real-time BI to answer business queries is a challenge that can be navigated using the cloud. Latency can be brought down efficiently to almost single digit milliseconds using the cloud to create direct interconnections between the data and the analytics. The need for additional processing power can also be addressed with the cloud as it is always there for the taking.
  4. The financial advantage:
    Cost is an obvious advantage of the cloud. On-premise big data storage and analytics can cause a huge drain on the IT budgets as the organization then becomes responsible towards maintaining the big data centers. The cloud, on the other hand, makes no such demand and gives the organizations the flexibility to maintain small and efficient data centers that can be scaled on-demand. The cloud also makes it much easier to gather external data, something that is growing exponentially today. It also enables data access anytime, anywhere without any additional infrastructure demands, thus making it more cost-effective.
  5. Increased collaboration:
    Analytics is collaborative. Collaboration is also a driver of cloud adoption.
    BI and big data analytics work better in the cloud as the cloud provides ready access to data, BI, and processing applications. The cloud makes it possible to share visualizations, share data, and perform cross-organizational analysis. This makes the data analysis available to a distributed user base as well and makes information more accessible to a broader demographic.
  6. Better maintenance and lesser complexity:
    Analytics platforms, like software products, need maintenance. They need frequent upgrades, redesigns, migrations…the list goes on. By moving the analytics platform to the cloud, organizations can ensure that everything remains up-to-date at all times. The cloud also takes away the cost burden of over-provisioning for peak consumption as organizations can access on-demand scalable resources. With the convergence of cloud and big data, today we have cloud-based analytics applications that move the analytics closer to the data. Cloud analytics platforms also take away the effort that goes into putting together a functioning analytics platform. With a ready-to-use data processing and analytics setups, organizations become capable of accessing real-time data-driven insights faster. The can hit the ground running, as it were.

Big Data is only useful when it is used for analytics. It is also clear that the data deluge is only going to increase. And organizations will be hungry to use this rising deluge to their advantage. The key insight from this post is that this will only be possible by multiplying the power of big data with the advantages of the cloud.

5 Technologies that are the Building Blocks of Digital Transformation

Organizations are in the quest to accelerate business activities and offer an exceptional product and customer experiences by driving digital transformation. With 57% of organizations believing that digital transformation is a competitive opportunity, it is without the doubt that technology is enabling organizations to become more agile, responsive, innovative, and efficient in addressing their needs.

The Building Blocks of Digital Transformation

In a highly dynamic and competitive world, having an amorphous digital transformation goal is not enough; what is required is an understanding of the tools and technologies that can enable you to get there. Digital transformation spending is expected to reach $1.7 trillion by the end of 2019. Clearly, leveraging modern technology to significantly drive transformation has become a mandate for organizations around the world. However, only 10 percent of companies around the world describe themselves as fully digital – a significant gap. One of the challenges is the vastness of the scope. Where to start? What technologies will play a role? The questions are many.

Since markets, customer demands, and technology is changing rapidly, leading digital change requires you to embrace modern technologies. This will allow you to evolve with the rapid pace of digital change. Here are 5 technologies that are the building blocks of digital transformation:

  1. Cloud:
    For digital transformation to have a profound impact on business activities, the cloud must play an important role. The cloud offers digital organizations the flexibility to do business from anywhere, freeing them from the hassle of investing in and managing physical IT resources. It offers businesses the scale and speed needed to become agile and focus on continuous transformation. The cloud enables organizations to fuel better collaboration and constantly develop, deploy, deliver, innovate, and implement modern solutions. By offering flexible, on-demand access to resources, the cloud enables organizations to execute plans faster and address the changing needs of the market. With the cloud computing market projected to reach $162 billion in 2020, it is past the time for businesses everywhere to embrace cloud solutions to drive digital transformation.
  2. Mobility:
    A key pillar of digital transformation in today’s fast-paced world is mobility. Digital transformation involves radical reconsideration of how organizations use technology to build new revenue streams or business models. Mobility enables them to do that and achieve a host of benefits: anytime anywhere access to information, improved productivity, better process efficiency, lower operational cost, and an enhanced customer experience. Since mobile technology bridges the gap between the physical and digital world, it helps organizations make use of the right data in the right context at the right time and at the right place. It also fuels better communication and collaboration within the organization – helping organizations make more informed decisions, be more proactive, and engage with their customers and employees better. With 82% of organizations believing mobile is the face of digital transformation, the role that it plays is now self-evident.
  3. Big Data and Analytics:
    In today’s digital economy, organizations need to embrace technology not just to support existing business processes, but also to drive new avenues of competitive differentiation. Big data and analytics are driving organizations to analyze humongous amounts of data and unearth critical insights. They are examining business processes, customer behavior, market trends, and competition data and creating value. Since today’s digital customers are a major catalyst for digital transformation, harnessing the right data helps organizations to understand customer needs, make data-driven decisions, build products and processes to meet those needs, and shape the right experiences for them. As big data and analytics enable organizations to get answers to critical questions in near real-time, it allows businesses to react quickly to change, improve performance, and build competitive advantage.
  4. IoT:
    The Internet of Things is driving substantial transformation across industries by linking critical assets in a connected ecosystem. The data generated from these systems can be used to drive sufficient business value, potentially transforming operations and improving business efficiency. Gartner predicts that 1 million new IoT devices will be sold every hour and that IoT spending will reach $2.5 million per minute by 2021. Using IoT, organizations can extend their enterprise and make the most of the exciting business opportunities for transformative business growth. IoT can help drive industrial automation, derive insights into equipment data, enable predictive maintenance, and improve the safety of the workforce. What’s more, IoT data can also be used to boost efficiency, improve customer experiences, and increase overall business agility.
  5. AI:
    In a bid to drive transformation, organizations across the world are looking at ways of applying Artificial Intelligence to boost their business outcomes. AI is already a key driver of digital transformation across a wide range of sectors. Nearly 9 in 10 businesses believe that AI will serve as a key competitive advantage, and help them explore new opportunities and revenue streams. AI can drive significant automation in the enterprise. It enables organizations to apply a more agile framework for digital transformation and create repeatable, reliable functions that can be used widely. By understanding customer journeys and the outcome of future interactions with customers, AI can also be used to drive personalization in customer engagement – a key expectation of the modern digital customer.

Technology at the Core

The pace at which the world is moving is compelling organizations to embrace modern and innovative technologies. The aim is to become extremely agile, to quickly respond to market changes, and to address customer needs. Digital transformation requires you to leverage the available technology to enhance your business process efficiency and become more competitive. Modern technology advancements such as cloud, mobility, big data and analytics, IoT, and AI, offer a variety of potential business benefits. Picking an area of impact to your business and applying the right technology mix will help you take the first successful step towards digital transformation.

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