Organizations are drowning in data right now. This data is coming from all kinds of sources. It's generated by consumer surveys, sensors on smart objects, your CRM, consumer behavior on websites — every business is generating more data than ever before. In fact, according to IBM, every day, worldwide, 2.5 quintillion bytes of data is created and it's only going to increase. For example, one big data generator, the Internet of Things (IoT), is still in a period of growth. The International Data Corporation (IDC) Worldwide Semiannual Internet of Things Spending Guide predicts that worldwide IoT spending will surpass the $1 trillion mark in 2020.
It's a customer experience fact: everyone who calls customer service wants to talk to a human being. They mash 0 to avoid self-service. They tweet at the company when they're on hold. They try to contact someone, anyone who can answer their question.