Wednesday, September 29, 2021


It's an interesting personalized world emerging ahead of us. Now with analytical intelligence capabilities combined with social pulse, the organization has more visibility of people's sentiments and can work to make a motivating environment and run a people-centric business.

The effects of an increasingly digitized world are now reaching into every aspect of organizations and provide impressive advantages in terms of the quality of information for decision making, high performance of the workforce, and the speed of products/services delivery. 

Forethoughtful business leaders show enthusiasm and confidence about the information potential for shaping the future of the business. To run a people-centric organization, they also apply personalized intelligence/analytics tools to improve customer satisfaction, employee engagement and unleash the potential of the business growth.

Capture customer insight and improve customer experience: Customer Experience is the sum of all thoughts, experiences, feelings, reactions, attitudes, etc, that customers have or will have in regards to using your product or service. Customer/user experience comes from all touchpoints, in order to run a customer centric business, make information available and useful, exert lots of intelligence to capture customer insight. Organizations with personalized intelligence have a clear understanding of how customer-centric approaches such as customer experience design and intelligence enhance the business model and extend profitability. Too often, business intelligence is limited to a methodology to be included as a technical process or marketing/visual effort as an afterthought. In order to truly live up to the customized way of thinking, an organization has to use it as predictive or prescriptive tools to optimize the end-to-end customer experiences.

Approaches to building personalized intelligence upon customers tend to look at the past behavior of individuals to try to determine the segments that they belong to and forecast future behavior. Personalized intelligence/analysis has become a powerful tool for creating an intimate and stronger relationship with a wider range of customers. In practice, businesses are using social media, sentimental analysis tools, and collaboration platforms to improve customer relationships, monitor online customer behavior, take track of customers’ online activities, interpret customer sentiment; create and support customer communities, develop multi-channel communications, and deliver personalized products or services to optimize customer experiences.

Assess and increase the true value of an employee:
The value of an employee is a total of what the employee brings to a business, now and in the future via multi-dimensional lenses (Productivity, Quality, Creativity). Employee Experience itself has layers of optimization - direct work environment related and employment-related. Workforce analytics tools or personalized intelligence for employee experience enable the business management to make proactive workforce planning, assess employee value by analyzing different aspects of their individual traits, work ethic, influence, creativity, experience, capability, and performance, and the hidden potential each employee has if given the opportunity to excel within the work environment; enable intellectual stimulation, trust, and reliability.

It's an interesting personalized world emerging ahead of us. Now with analytical intelligence capabilities combined with social pulse, the organization has more visibility of people's sentiments and can work to make a motivating environment to increase employee values and optimize employee experiences. Such workforce analytics tools could be diagnostic, or prescriptive, when productivity is low, further analytics is needed for an understanding of the cause whether it is due to the change or learning curve. When certain business problems need to be solved, the talent analytics tool can help to locate the right people for getting the work done; When businesses need to explore the alternative talent pool or build up a strong talent pipeline, they can find the right talent who not only fulfills the required needs of the work at the moment but also has the collective potential to lead organizations up to the next level of the business growth and maturity.

Practice personalized intelligence to harness business innovation and branding:
In face of fierce competitions and rapidly changing marketing conditions, businesses with a variety of personalized intelligence can become more interconnected and interdependent with its macro-environment by engaging in conversation with employees, partners, customers, community group, and industry expertise. Social analytics enables the business to track competitors on social media and understand how competitors are leveraging social platforms for brand promotion or customer engagement; help the organization collect feedback, analyze context and quickly draw an inference from unstructured social media and convert them into actionable business insight. Organizations also start to use customized analytics tools to make formerly invisible patterns of social interaction more visible; and apply such information to boost social engagement, find segmentation of populations with certain characteristics and understand their impact on others, or what turns into certain actions such as purchasing, collaboration, and encourage behavior changes.

The organization should have the maturity to leverage and optimize analytics/insights to make critical decisions rather than looking at it as mere data and continue to launch and drive programs that operate as an island. Innovative organizations are using personalized intelligence tools to source new ideas and refine current products or services, to manage different types of innovation in a systematic way. It helps to fuel ideas and contribution, provide inputs on customer preference, predict the future trend, and capture collective wisdom.

Though many businesses just start experimenting with enterprise personalized intelligence tools, they would feel more comfortable to use them for exploring the full potential of the business from multidimensional value perspectives. The effective personalized intelligence practices have the ability to create indicators and measures; show validated ROI; act or suggest actions to move key metrics to benefit the business based on the analyzed data rather than just reporting the results. All of those become cohesive efforts to run a people-centric organization and achieve high performance business results.


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