Future focus, formally and informally, is integral to strategic planning. Those firms that do it systematically well outperform competitors that do not engage it in practice. There are a number of approaches to forecasting future growth. This paper describes a process for integrating multiple data streams improving the predictive accuracy of forecasts and providing diagnostics that are richer. It additionally describes the challenges of integrating data streams that are not in the same format.
The presentation outlines how customer experience programmes for telecom operators can be enhanced with the integration of passive data, capturing actual consumer behaviours in this case collected from smartphone devices, which can then in turn be mapped to survey data which capture customer perceptions of their experience. The combination provides an opportunity to innovate customer satisfaction programmes with tangible measures to prioritize actions that are most likely to enhance customer experience. The paper presents examples of how NPS measures can be enhanced via behavioural profiling of promoters and detractors, and how location based metrics can be leveraged to prioritise action. The challenges of deploying a mobile app based approach are also covered.
Future focus, formally and informally, is integral to strategic planning. Those firms that do it systematically well outperform competitors that do not engage it in practice. There are a number of approaches to forecasting future growth. This paper describes a process for integrating multiple data streams improving the predictive accuracy of forecasts and providing diagnostics that are richer. It additionally describes the challenges of integrating data streams that are not in the same format.