4 Successful big data projects that enhanced the customer experience

Faith Ocampo Published on December 9, 2016

businesswoman standing in dark

In an information-driven world, organizations’ real power lies in their ability to leverage data to build meaningful customer relationships.

With the right people, processes, and tools, companies can use the data they gather from consumers to their advantage. They can understand people’s true sentiments, make business predictions, and come up with innovations that meet people’s expectations.
Here are four successful data analytics programs deployed by some of the world’s biggest brands.

1. Burberry personalizes in-store shopping experiences.


girl group friends taking selfie shopping dresses

Luxury fashion brand Burberry integrates technology and big data to enhance shoppers’ experiences.

As customers enter their shop, their geolocation-enabled smartphones would tell a Burberry sales staff (via their iPads) that they’ve arrived. They’d then view the shopper’s complete profile including all their past purchases online and in-store, and their wish list. Clerks thus get to greet customers by name and recommend items they might like.

Burberry also uses a radio frequency identification (RFID) tagging system to tell customers more about their products. Generally, RFID systems are used for identification and tracking purposes. In Burberry’s case, an RFID tag attached to an item commands in-store display screens to play a video about the product. So when a customer walks past one of these screens with an item in hand, they’d be able to learn about the product’s history. Plus, these RFID tags let the brand build shoppers’ profiles by keeping tabs of the clothing they’ve tried on.

All these techniques allow the brand to cross- or up-sell, improve clothing design, and enrich the overall customer experience.

 

2. CVS Health launched a behavior-centered customer support program.


woman selecting products pharmacy

CVS, one of the largest drugstore chains in the United States, is using data analytics to enhance customer interactions. To do this, they segment customers not in terms of their value as buyers. Instead, customers are sorted by:

• their personalities
• attitudes toward a product or service
• wants and needs
• location

By leveraging big data, CVS found a way to understand their customers more deeply. This enables them to deliver better customer service. For instance, their call center implements a system called “predictive behavioral routing.”

This is how the technology works: When customers dial CVS’ support hotline, their personalities are analyzed based on previous transactions. CVS’ predictive system then directs callers to agents best suited to meet their expectations and preferences. This approach is now being used across all of CVS’ customer support sites.

 

3. Coca-Cola uses an algorithm to ensure consistent product taste.


man drinking orange juice with number doodles

Simply Orange is Coca-Cola’s response to consumers’ growing demand for healthier, less-processed food items. But contrary to what its name implies, it’s far from being a simple product.

Naturally, Coca-Cola didn’t divulge all the secrets behind their sophisticated manufacturing process. In a 2013 article, Bloomberg explained that Coke uses the Black Book model, an algorithm built from massive heaps of information. It incorporates several details: an orange’s acidity, sweetness, and other flavor attributes as well as external factors like the weather, expected yields, and economic patterns.

All these chunks of data allow Coke to manage their supply chain and create products that taste exactly the same. Of course, they also consider whether their new products match consumers’ preferences.

 

4. L’Oreal analyzes social posts to build better customer relationships.


woman applying make up

Cosmetics manufacturer L’Oreal monitors social media posts, review websites, and blogs on a 24/7 basis to discover more insights about consumers. This gives the brand a 360-degree view of the customer, which will help them:

• come up with stellar products that meet customers’ expectations
• provide a better customer experience
• boost consumer engagement

To analyze the big data they extract from online channels, L’Oreal uses a powerful customer relationship management tool. They’ve also built their own focused team so they can take full ownership of their data analytics processes.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
The Davao leg of our 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 over the weekend was a celebration of what lies ahead: a shared vision of unforgettable moments and a reflection of our collective drive to succeed in every challenge 2025 has in store.

Thank you to everyone who joined us at the Acacia Hotel Davao for an evening of inspiration and celebration. Here's to a year of new opportunities and achievements!

Let's take a look back at last weekend's party.

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 2 days ago
Customers trust and engage more with reliable, knowledgeable, and clear communicators.

That's why businesses need #CallCenters that constantly refine their communication strategies and have #CustomerExperience experts to heighten customer trust.

Avoid these weak expressions that can undermine your team's effectiveness: https://buff.ly/4hhfyLc

----------
For exceptional #CustomerSupport delivered by a trusted #CX expert, contact us today: https://buff.ly/3Q3mnEb

#WeSpeakYourLanguage
#CustomerService #CSAT
#outsourcing #CustomerSatisfaction
Open Access BPO 2 days ago
Is miscommunication costing you customers?
Join us as we break down 4 common customer communication styles and how your team can adapt.

Boost customer engagement and resolve issues faster! Read more: https://buff.ly/42DDbZR

----------
At Open Access BPO, we go beyond basic support to proactively address your customer concerns.

Contact us for a winning customer service strategy: https://buff.ly/3EoMcfv

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
#CustomerSupport #CSat #CX
Open Access BPO 3 days ago
The Manila leg of our 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 last weekend proved a resounding success.

The event, featuring exceptional dining, beverages, entertainment, and a record-breaking raffle pool, served as an opportunity to recognize and celebrate the people instrumental to our ongoing growth.

We extend our sincere gratitude to all who participated in this, our first major event of the year.

Let's relive the free-spiritedness we had shown during the event.

To more exciting adventures!
#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 3 days ago
Projecting empathy and providing effective solutions are parts of the business language that will prove crucial to your #CustomerService.

There's so much to understand about harnessing language to ensure your customers not only hear you, but truly feel heard.

Learn more about how it can make or break your #CustomerExperience goals: https://buff.ly/40XwvV8

----------
Open Access BPO's agents are meticulously trained to go above and beyond, ensuring seamless and positive experience for every customer.

Get in touch with us today take your business to new heights with our #outsourcing solutions: https://buff.ly/3EppX99

#WeSpeakYourLanguage
#CustomerSupport #CustomerCare
Open Access BPO 6 days ago
Efficiency and immediate customer responses are key to elevating the #CustomerExperience.
But how many of us underestimate the impact of missed support calls on repeat sales, brand reputation, and overall #CustomerSatisfaction?

Want to learn more about the hidden costs of missed calls?
Check out our blog post to see how it all connects: https://buff.ly/4aDlrQf

----------
Outsourcing to a #CallCenter is a valuable strategy, but only the most competent firms can truly partner with you to grow your customer base and business.

Contact us today to speak with our #CX experts: https://buff.ly/3WBFEAk

#WeSpeakYourLanguage
#CX #CSat #CustomerSupport