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For CIOs

The Big Deal About Big Data For Customer Engagement

Business Leaders Must Lead Big Data Initiatives To Derive Value

June 1, 2012

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Why Read This Report

As consumers use multiple touchpoints to obtain information, exchange reviews, and purchase products and services, organizations are struggling to better integrate systems and leverage social technologies to optimize the quality of customer interactions. Companies are directing investments toward applications and platforms to support nontraditional touchpoints like online communities, application marketplaces, and mobile devices. In turn, these investments are creating a new set of challenges in managing the growth in the volume, velocity, variety, and variability of data — widely referred to as "big data." This report highlights the importance and challenges of big data for organizations, the key role business decision-makers must play in leading big data initiatives, and best practices for organizations seeking to leverage big data for improved customer engagement. Vendor strategists can use this report to better understand big data demand drivers and likely adoption patterns.

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Table of Contents

  • Changing Customer Engagement Models Are Driving Big Data Growth
  • An Explosion Of Available Data Creates New Headaches
  • Managing Big Data Requires Changing Existing Information Strategies

  • The Exploration Process Will Help Define Big Data Use Cases

  • What It Means For The CIO's Office
  • What It Means For Vendors
  • Supplemental Material
  • Related Research Documents