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–(BUSINESS WIRE)–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