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By the Numbers: Is Brand Loyalty Waning?
By: Bulldog Reporter
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New research has uncovered a startling gap between what consumers expect and what businesses are currently providing—despite a wealth of data available about customer behavior and purchasing choices, companies have a long way to go in terms of effectively using this data to better meet expectations. A new consumer and IT business survey from big data integration software Talend, conducted by Researchscape, reveals that while 88 percent of IT leaders believe their organization truly understands its customers, only 61 percent of consumers feel companies understand their needs.

Sixty-three percent of IT respondents indicated that using data to better understand customers is a top business priority for 2017, with 80 percent of companies ranking it at an eight or above on a 10-point scale. Due to the strategic nature of customer-360 initiatives, many are being led by C-Level executives: CEOs or COOs hold this responsibility at nearly half of participating companies (42% combined), followed by CIOs and CTOs (39% combined). Today’s IT organizations also recognize the importance of putting customer data in the hands of more employees, with 80 percent of surveyed companies indicating they’re making customer data accessible across multiple business units.

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This article was originally published on Bulldog Reporter. A link to the original post follows the article.

 
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