CompuCom® Survey: Customer Experience Top Reason Companies Use Big Data Analytics

Companies Increasingly Turn to Big Data for More than Data Warehousing and Security

DALLAS--()--According to a new survey from CompuCom, a leading technology infrastructure services company, 48 percent of companies are using Big Data analytics to improve their overall customer experience. The online poll from CompuCom collected responses from 241 IT pros across multiple industries from August 3 – September 24, 2015.

Respondents to the CompuCom poll answered the question, “Does your company most often employ Big Data analytics for:”
Customer experience – 48%
Information security – 32%
Data warehouse optimization – 20%

Research in 2015 reinforces the importance of customer experience, especially in today’s digital environments:

  • A one percent improvement in first-call response equaled $276,000 in annual operational savings for the average call center (SQM Group)
  • When companies engage and respond to customer service requests over social media, those customers end up spending 20 to 40 percent more money with the company (Bain & Company)
  • Eighty percent of CEOs believe they deliver a superior customer experience, but only eight percent of their customers agree (Bain & Company)

According to Ken Jackowitz, leader of CompuCom’s Service Experience Management business unit, “Customer experience has become a critical benchmark for success, especially in low-touch digital environments. Companies realize that customer experience correlates strongly with loyalty and revenue, and they are increasingly looking to Big Data analytics to help them boost consumer and end-user satisfaction with the enterprise through positive experiences in every phase of sales, service and support.”

CompuCom is a leader in transforming IT organizations from desktop management or end-user computing to rich end-user enablement. CompuCom partners with many of the largest companies in the world to deploy, secure and manage the technology and applications that empower their employees to be most productive, including Bring Your Own Device end-user support options that improve speed, agility and flexible capacity.

CompuCom was positioned by Gartner, Inc. in the Leaders quadrant of the Gartner® Magic Quadrant™ for End-User Outsourcing Services, North America 2015 for the thirteenth consecutive time, and in its Data Center Outsourcing and Utility Services Magic Quadrant for the fifth consecutive time.

About CompuCom

CompuCom Systems, Inc., a global company headquartered in Dallas, Texas, provides IT managed services, infrastructure solutions, consulting and products to Fortune 1000 companies committed to enhancing their end users’ experience. Founded in 1987, privately held CompuCom employs approximately 11,500 associates. For more information, visit www.compucom.com.

©2015 CompuCom Systems, Inc. All rights reserved. CompuCom® is a registered trademark of CompuCom Systems, Inc.
All articles quoted are quoted with the permission of the author.
SQM is a service mark or registered service mark SQM Group
Gartner and Magic Quadrant are trademarks of Gartner Inc.

Contacts

Roberts Buchanan, Inc.
Anita Buchanan, 978-821-9877
anita@robertsbuchanan.com

Release Summary

A new CompuCom survey shows that 48% of companies use Big Data analytics to improve their customer experience, 32% use such analytics for information security and 20% for data warehouse optimization.

Contacts

Roberts Buchanan, Inc.
Anita Buchanan, 978-821-9877
anita@robertsbuchanan.com