le, IBM, HP, and Microsoft. The solutions these companies will provide vary considerably in cost, implementation, and analytics. And big is not necessarily better when it comes to providing innovative and agile technology. In an age where technology and business needs are changing on a day-to-day basis, companies need customer insight solutions that won’t become outdated in a few years’ time.
What to Look for in Big Data Solution Providers
- Security of data
Whether the data is stored on premises or in the cloud, the data needs to be stored securely without the risks of hacks or tampering. Time-stamped and source-proof recording of web and mobile sessions will provide the data with digital integrity and authenticity. The more secure your data is, the greater peace of mind you and your customers will have regarding its usage and accessibility.
- PII (Personally Identifiable Information) readily accessible
All industries in Europe will be forced to comply with data protection regulations coming into effect in May 2018 with the European Union’s General Data Protection Regulation (GDPR). This means being able to produce on demand any personal data held on an individual, and the right for a customer’s personal data to be forgotten. While companies will still have access to the data extracted from each session, putting the control of the data into the hands of the user, customers will now have more oversight into how their personal information is handled.
- Data compression
Big data takes up a lot of space. To meet industry requirements you may have to store up to 7 years of the customer’s digital sessions. However there is a cost implication of data storage. Data compression technology can shrink down the digital footprint to as little as 5% of the original size, leading to a huge reduction in Total Cost of Ownership (TCO).
- Fast to set up and easy to maintain
Some big data solutions involve a lengthy and difficult process to implement. Furthermore, many of them require the tagging of every individual page, which is a huge hassle when it comes to maintenance and doesn’t meet the needs of agility that many businesses are faced with today. Also, there’s a lack of unified big data solution providers for web and mobile platforms. Having an all-in-one complete suite for all digital interactions that can be set up in weeks makes all the difference in customer experience analytics.
- Accessibility to everyone
If the design and usage of the platform is too complex, only IT, software, and technical staff will be able to access the customer behavior analytics and drive insights. An interface that allows for easy search and retrieval of data as well as visual replay will allow the entire organization to reap the rewards of valuable experience analytics.
- Reporting formats
The ability to export data in the form of charts, graphs, clickmaps, and journey maps can provide insights into the KPIs for all departments, including marketing, customer support, risk and compliance or IT. Creating reports based on free text queries gives more flexibility on top of off-the-shelf reports based on best practices, and can provide big answers to big questions on the consumer’s digital experience. Instead of just one perspective on the digital customer journey, a big data solution can provide numerous angles of insight into your entire platform’s operations.
- Tag-less solutions
Rather than tagging and pre-configuring digital channels anytime there is an industry development, a dynamic structure is needed that evolves with changes in the digital landscape. Big data solution providers that record all digital interactions with a brand will ensure that nothing is omitted from the customer’s digital journey.
- Automatic Insights
Analyzing the massive quantity of data generated by today’s digital businesses along with business intelligence and traditional web analytics tools takes time and expertise. Using machine learning algorithms, some Big Data Solutions know how to isolate issues in real time, supporting agile processes and rapid business decisions through its uncovered insights. They detect anomalies in a way that adapts to changes efficiently and effectively.