Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process? If you are like many organizations, the answer is likely not complete enough.
I came to this realization in a discussion I had recently with a voice of customer expert. I was a guest on a webinar with Verint on the Engagement Capacity Gap, which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. Afterward, we discussed Customer Science and the role customer data will play in this latest evolution of customer experience. I invited her to the podcast to continue our discussion and wanted to share some of that insight here.