What does delivering data-driven customer experiences look like in practice? For a customer, it is relevancy in every interaction with an enterprise. To achieve this end, enterprises have to view the customer as a unique individual. Therefore, they have to put the customer in the context of the current moment, gain a deep understanding of who they are as an individual, and connect with them as a unique person.
An enterprise can make its interaction with every customer unique by enriching its data semantically. For instance, descriptive elements such as who, what, when, where, why, and how can be connected to enhance insight into the data. When the connections between all of this information are mapped, a powerful ontology is created.
Consequently, mapping a person ontologically dramatically enriches the insights. Adding environmental data, location, and even mood of an individual to the ontology will increase the accuracy of delivering effective content with maximum relevancy. In a way, the ontology will know a person better than they know themselves and hence it can be relied upon to enhance a customer’s experience with each interaction.
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