The relation between CX and MDM

The title of this blog post is also the title of a webinar I will be presenting on the 28th February 2019. The webinar is hosted by the visionary Multidomain MDM and PIM solution provider Riversand.

Customer experience (CX) and Master Data Management (MDM) must go hand in hand. Both themes involve multiple business units and digital environments within your enterprise and in the wider business ecosystem, where your enterprise operates. Master data is the glue that brings the data you hold about your customers together as well as the glue that combines the data you share about your product offering together.

To be successful within customer experience in the digital era you need classic master data outcomes as a 360-degree view of customers as well as complete and consistent product information. In other words, you need to maintain Golden Records in Multidomain MDM.

You also need to combine your customer data and your product data to get to the right level of personalization. Knowing about your customer, what he/she wants, and their buying behaviour is one side personalization. The other side is being able to match these data with relevant products that is described to a level that can provide reasonable logic against the behavioural data.

Furthermore, you need to be able to make sense of internal and external big data sources and relate those to your prospective and existing customers and the products they have an interest in. This quest stretches the boundaries of traditional MDM towards being a more generic data platform.

You can register to join the webinar here.

webinar data lake

2 thoughts on “The relation between CX and MDM

  1. Alberto Saavedra 17th January 2019 / 16:28

    Looking forward to an MDM/CX combination from a consumer/customer perspective about sustainability.

    • Henrik Liliendahl 17th January 2019 / 17:18

      Thanks Al. Including sustainability as a possible consumer/customer preference and baking that into the personalization efforts, including product choice, is a very valid subject. This also means, that the product information you have must cover sustainability features.

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