In modern world, there has been an increase in communication channels and hence this customer-centric era presents both challenges and opportunities for businesses. Companies must have the skill to connect to the data sources relating to customer experience. Hence, nowadays the big data challenge has gained more importance. In case of customer experience management, the data needs to be combined with unstructured customer feedback data and this is important in order to have a complete picture of customer experience. Data governance plays a crucial role here. One big challenge of customer data is that they don't know which data is more relevant in the first place. Data governance creates the base for the common understanding of the customer across the business.
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