US-based insights and analytics firm J.D. Power has partnered with digital intelligence specialist Centric Digital, to develop new digital experience measurement solutions.
Centric Digital's DIMENSIONS platform measures capabilities across an enterprises' digital footprint and compares it with industry standards. Together, J.D. Power and Centric Digital will use the former's data and analytics solutions and industry expertise, combined with the application of the latter's automated data collection technology, machine learning and natural language processing to unstructured data, across a brand's digital footprint - including web, mobile and social media.
According to the firms, the combination delivers a solution for generating the digital experience insights companies need to improve operations, raise their Net Promoter Score, and raise customer satisfaction. Jason Albanese, CEO of Centric Digital, says that when merged with his firm's measurement of hundreds of digital standards across thousands of brands, J.D. Power's data and consumer insights provide a 'critical customer perspective' on a brand's digital experience.
Bernardo Rodriguez, Chief Digital Officer at J.D. Power, adds: 'Every company serving customers in every industry today is a digital company. Over the past several years, we've observed a trend we call the 'digital dilemma', whereby companies make huge investments in digital technology only to find those investments impede their ability to connect with customers in a meaningful way. Our work with Centric Digital, enables us to bring forth best practices and behavioral insights that are making it much easier for businesses to manage this challenging transition.'
Web sites: www.jdpower.com and www.centricdigital.com .
All articles 2006-19 written and edited by Mel Crowther and/or Nick Thomas.