Boston, MA – My name is Brian O’Connor, and a year ago I made the decision to change my career and enter the innovative world of Data Analytics. Everyone wants to provide value and feel useful. Unfortunately, in your typical banking role that is not always the case. Seeing no growth path and lacking the feel of bringing actual value to my clients, I made the decision to enter the Level Education boot camp. Since then, I have been brought on the Pandera Systems team as a Business Intelligence Analyst and couldn’t be happier with where my career is heading (not to mention the value I am providing to my clients). I was honored to give a speech this past Friday at a Boston WeWork to a group of potential students interested in making the leap into the data analytics space.

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Challenges of Creating an Effective Customer Journey

Providing marketing ROI through conversions and, ultimately, customizing each user journey at scale has been a constant challenge for years. Customers are utilizing multiple channels each day, adding extra touch points and therefore data that needs to be analyzed to architect an effective marketing strategy. Fortunately, planning and proving marketing results has never been easier than it is today. By analyzing and weaving together touch points in a deliberate manner, marketing ROI, and more importantly, conversions, are finally within reach.  Through journey analytics, companies are capturing and acting on “Micro-Moments” that were previously unseen in a proactive and time-sensitive fashion – adding millions to their bottom lines. With all this value, why aren’t all companies doing it? Simple – it’s easier said than done. Here are the top challenges businesses are faced with when trying to architect effective, data-driven customer journeys at scale:

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Today’s business leaders know that data is important to execute their strategy. That’s true, but it’s still underestimating the importance of data. The information your business generates and accesses is not merely a tool for operational execution. It’s so essential to the success of a modern business that it must be handled as carefully and strategically as currency. Like finances, data requires the focused attention of the C-suite and the Board.

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Big Data is likely to be a key element in the digital transformation taking hold in the enterprise, but there are still questions as to how it will influence future business processes and what steps to take now to ensure it provides optimal support in a fast-changing economy. Legacy IT is largely unprepared to meet the requirements of the new digital business: application cycle times measured in months, if not years; siloed infrastructure that prohibits organizations from viewing their data holistically; performance bottlenecks that impact end-user experience in a world that demands constant availability and response times; rigid architectures that force organizations to make forklift upgrades as requirements change; and traditional provisioning processes in which IT is often seen as a barrier rather than an enabler for the business. 

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Pandera has been featured amongst CIO Review’s Most Promising CEM Solution Providers list for our expertise in helping organizations engineer solutions for success instead of building to specs, embedding the agility and responsiveness crucial for aligning objectives as the market redefines success.

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Those of us who work in Healthcare are very versed in the ways of changing government regulation, undefined or under defined requirements to meet these regulations and timelines that are either tough to meet or totally unrealistic. The multiple components of the Accountable Care Act, signed into law in 2010 meet all the undefined, changing timelines and then some.

The goals of the Affordable Care Act (ACA) are pretty straightforward; to provide Americans with better health security by putting into place comprehensive health insurance reforms that will:
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The CMS Five-Star Quality Rating System was created to help members compare healthcare providers. It is a balanced scorecard approach to consider the process-based performance as well as the customer service considerations experienced by each CMS plan’s members. In compliance with the Affordable Care Act (ACA), CMS providers have been tasked with reducing reimbursements by 14% nationwide beginning in 2017.

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We are pleased to announce our newest addition, Clarabridge, to the Pandera Alliances list! Clarabridge offers software solutions that automatically collect, categorize, and report customer feedback from multiple data sources. Their product suite gathers data from social media, surveys, and even speech data to turn it into actionable analytics. Using natural language processing and other patented technology, the software is used to improve customer experience management and customer feedback programs. Pandera will be specializing in making this data more understandable and intuitive for better decision-making and leadership alignment. This customer insight will help leaders make bold decisions with confidence!

Contact us for a demo and to learn how Clarabridge is helping lead companies to improve their customer experience!