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Customer and consumer insight

Customer and consumer insightUnderstanding customers - who they are, how they behave, and why - has always held a place of critical importance to all organisations. However, as organisations mature, it can become increasingly difficult to manage and leverage data driven insights across commercial activities. Today, across all business sectors, most organisations are focused upon becoming more customer-centric, but need help to understand what that means for their organisation in terms of capability and operating model design.

Typical problems such as achieving a single view of the customer and maintaining and sustaining appropriate responses to customer interactions across multiple channels can be overcome through appropriate use of technology, process, data analytics and insight. Using the breadth of our experience in enabling high business performance, alongside the depth of specialised skills in data analysis and multi-channel effectiveness, Deloitte can help organisations answer three key questions:

  • What are the gaps in our current capability and how do we compare against other organisations and leading edge performance?
  • What capabilities do we need to develop to close the gaps in our business today?
  • How can we develop a robust business case for change?

We work with organistions across all sectors and levels of maturity. Typical projects involve a preliminary end-to-end review from data management through to data insight with a particular focus on people, process and technology capabilities. This will serve as an initial analysis of an organisations capabilities, and can tackle specific problem areas associated with risk, compliance, efficiency and effectiveness. From there, we can work with organisations to develop a world class capability that delivers results to the bottom line.

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