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3 Tips for Organizing Your Customer Data 

Written By
Teresa Gleed, PhD – Lead Data Architect, BryterCX

Data, like life, is messy. We’d like it to be neat and organized but frankly that’s not always the case. We put in place systems to track and organize things but without regular checkups things can quickly turn into disarray. And more often than not, there are multiple places where data is being recorded- which means you have many different systems each with their own quirks and standards.  So the task of organizing the data becomes more complicated because as a business you need to have the data for individual systems in order, but you also need those individual systems to have some coherency and connectivity across the organization.  

A little bit of strategy in the beginning can go a long way. And if you’re not in the beginning – taking the time to reorder and reorganize with a strategy in mind can have huge benefits in the long run. 

Tip 1: Address the fundamentals

We live in a world of big data. There’s so much data out there that order and organization has become more important than ever. However, data is only useful if you can understand how to get insights out of it. So keep the “who, what, when, where, and why” in mind. Keeping data organized around these key points allows analysts and data modelers to segment, analyze, and drive insights quickly. The problems often arise when one of these key questions isn’t answered – or isn’t answered consistently across the organization.  

Tip 2: Determine how you will unify data

Many data reports rely on aggregating the data, however, sometimes you want to combine data sets first and then aggregate, in which case having the right connectors is crucial. When thinking about all the various types of data that are being stored, there are a few key things to consider:

  • Am I using the same identifying key across different silos? For example, is the household id recorded in the phone tables while the account number is tracked for all web logins?
  • Does the IVR data keep track of phone numbers while the agent data tracks account numbers?
  • Does it make sense to automatically give all customers a “masked” customer number across different silos as the data is initially stored to make sure personal information is protected?

These kinds of questions applied to different data sets within the organization can go a long way to help unify the collected data from the different silos across the business.

Tip 3: Stay relevant

In the end having organized data can lead to better analytics, which can then be used to create a better customer experience. With data, as in life, what was in style 15 years ago may be outdated and clunky today. Get comfortable with pivoting and redoing your data store to keep up with the latest technology. As technologies evolve they get better at recording what is important. If you do decide to pivot to a new technology to store your data, ask how this will integrate with other data stores. And how can this update lead to improved connections to other data sources.

About the Author

Teresa Gleed, PhD – Lead Data Architect, BryterCX
Teresa is a Lead Data Architect and has a strong background in data modeling and analytics. Her PhD in Astronomy taught her to think big while paying close attention to the underlying details. She is a lifelong learner and enthusiastic about finding creative solutions to new problems.

View Teresa’s profile on LinkedIn

 

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