The time has come: we’ve eagerly counted backwards from ten to one, clinked champagne glasses to usher in January 1st, and placed all of our hopes and dreams on the new year. Now that 2017 is here, we can’t help but think about our expectations for the next 12 months. That is, after we finish chuckling about Mariah Carey’s less-than-stellar NYE performance.
As 2017 approached we saw a lot of tech bloggers and executives buzzing about trending topics such as artificial intelligence, augmented reality, and the Internet of Things. Here at Numerify, however, we’re preoccupied with thoughts of the next big thing (or things) for business analytics. In the spirit of new year’s forecasts, we’ve come up with three analytics predictions for the IT industry in 2017.
1. Vendors Will Improve Metrics for Monitoring Customer Perception
Measuring customer perception based on a single survey or metric is quickly becoming a thing of the past. Today’s successful business leaders are realizing that simple numbers such as CSAT and basic surveys offer minimal insight into customer impressions of their company. In 2017, businesses will begin to re-think their customer-oriented metrics as they seek better methods for monitoring customer opinions.
Forrester predicts one-third of B2C businesses will work to improve the customer experience by revamping their operations in 2017. To implement this shift, organizations will turn to advanced analytics tools to more accurately track customer perception of which areas the company excels in and which areas need improvement. These analytics solutions should incorporate drill-down functionality that enable businesses to analyze brand perception, satisfaction level, quality of service, likelihood of repeat business, ease of interaction, and expectations versus actual experience. Ideally analytics tools should also pull in data from social media profiles, compiling metrics such as positive versus negative feedback and frequency of customer complaints.
2. Securing Corporate and Consumer Data Will Become a Top Priority
In 2016 Symantec’s Security Response group saw 4,000-plus ransomware attacks per day, a 300 percent increase over the previous year. With statistics like these increasing in size and frequency, the issue of data security will only continue to plague businesses. As threats of breaches and hacks continue to grow, security will undoubtedly become a new focus for analytics vendors in the IT space.
Analytics providers will pay attention to organizations ramping up their security efforts, and offer new capabilities to help keep vulnerabilities in check (and data out of harm’s way). New iterations of IT analytics tools will allow teams to proactively monitor functions for irregularities such as access permissions, password reset requests, and remotely accessed systems. Predictive analytics will also increase in prominence, as IT leaders look for new ways to quickly identify vulnerabilities and fix problems.
3. Vendors Will Continue Prioritizing Simplicity and Ease of Use
As industry surveys and job postings reveal, the analytics talent shortage is still alive and well. Without the personnel skills necessary to interpret complex and unstructured data sets, organizations will rely solely on their analytics software. Modern vendors will move beyond earlier clunky iterations of self-service analytics and business intelligence solutions to ensure users have a seamless, efficient experience gleaning valuable insights from their unstructured data.
With 76 percent of CIOs expecting an increase in their analytics investment, analytics vendors face even higher expectations from users in the coming year. Analytics solutions must continue to merge siloed data sources and simplify convoluted processes in the most user-friendly manner possible. Vendors will continue their efforts to address these issues with more extensive data integrations and built-in analytics for process oversight (as opposed to analyzing one snippet of an IT workflow).
[Image courtesy of Unsplash.]