Firms today are investing significant efforts on engaging and creating better experiences for all their stakeholders, in their endeavor to stay ahead of the competition. To achieve this, they are putting in place processes to capture the voice of stakeholders at critical junctures. This feedback must be effectively utilized to make informed decisions, while simultaneously reduce the lag between data capture and action, to become agile.
The need of the hour is ‘Listening Right’: Focusing resources on listening to the right channels (online & offline) that capture unbiased opinions, and then dis-aggregating this data to arrive at to the point intelligence that can create delightful experiences for stakeholders.
However, an ocean of data gets created, and organizations find it challenging to sift through all the noise and zero in on relevant nuggets.