Investment in people, processes and technology is crucial in the quest to fully leverage big data and give a 360-degree view of the customer.

This is one of the the findings from Retail Week’s vodcast How to maximise big data the second episode in the Connected Commerce 2020 series, produced in partnership with Apigee.

The vodcast, featuring Trouva co-founder and chief technology officer Alex Loizou and Apigee Google Cloud business lead Shivalika Singh, examines the strategies retailers should deploy to make the most of their data.

Singh points to Ocado as an example of a retailer that has used data insight to practically improve service.

The vodcast examines the strategies retailers should deploy to make the most of their data

She explains how it sought to increase operational efficiency and improve customer experience, adding that its customer service team received a large volume of emails and machine learning enabled its agents to better prioritise the most important emails to respond to.

At Trouva, Loizou explains that investment in machine learning enabled the business to better analyse the big data it captures from its independent retailer partners, with the technology showing customers the products they will be most interested in. 

However, these are just some of the areas retailers should be investing in.

Watch a preview of episode two below, and register to watch the full edition, where you will learn:

  • What steps you can take to affect change in your business
  • The investments you should prioritise
  • How to personalise without being ‘creepy’.