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Home > Solutions Overview > Customer Data Integration (CDI)
Customer data integration (CDI) is the process of consolidating and managing customer information from all available sources, across all touchpoints, including contact details, customer valuation data, and information gathered through interactions such as direct marketing and call centers. The goal of CDI is to ensure that all participating departments in an organization have access to the most current, complete, and comprehensive view of customer information. CDI is an element of customer relationship management (CRM) and other applications that need integrated customer data.
Although many companies have been gathering customer data for a several years, few have developed the IT infrastructure to fully exploit the information they have collected. As a result, companies may maintain outdated, redundant, siloed, and inconsistent customer data. According to Forrester Research, although 92% of companies surveyed believe having an integrated view of customer data is either "critical" or "very important," only 2% have actually managed to achieve that goal.
Enterprise information integration (EII) serves two useful and unique purposes in CDI: simplifying the task of integrating customer data from disparate applications and data sources; and creating a flexible mechanism to deliver custom subsets of customer data to individual departments. Ipedo XIP integrates customer master data and transactional data from many disparate production systems, all in real time, without replicating the data. Ipedo can also help integrate other master data such as product, supplier, and financial services' reference data.
Ipedo XIP helps organizations combine transactional data from many disparate systems and deliver it to individual departments. Customer data is presented as a series of virtual views that can be delivered to applications, whether a CRM system, a call center application, or a customer profiling dashboard. These standard views of data can then be reused by many other applications and provide a common means for describing information about the customer.
Finally, in the case where an organization already uses a CDI data hub, Ipedo XIP can provide on-demand information on the business services not addressed by the hub. For example, different aspects of the customer experience are typically held in different systems. This detailed operational and transaction data needs to stay current and is best left in the operational systems where it is captured or generated.
Ipedo Benefits
- Simplify integration from disparate applications and data sources
- Easily customize and deliver subsets of customer data via virtual views
- Speed CDI data hub performance by minimizing amount of data persisted centrally
- Avoid political and organization issues around master data ownership by leaving data in place
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