Tuning into the Collective Voice of Our Customers

12894 By By Rahul Merchant, EVP & CIO, TIAA-CREF Putting the customer first is one of TIAA-CREF’s core values.  However, without the proper tools and expertise, the cacophony of customer feedback can sound like static coming from every direction. Customer’s communication preferences span in-person, phone, mail and digital channels, and finding the real value in the feedback is a daunting task. Companies must have the tools to aggregate and analyze customer feedback across all channels to truly gain value from this rich data source. Further, they must field a competent data science team that can analyze the complex and volatile signals from both within and outside the company, and distill them into clear, actionable insights.  TIAA-CREF, a financial services company dedicated to serving people who serve others, has just such…

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