Do You Know How to Reduce Customer Support Costs?

Gordon Wong is on a mission. A long-time business intelligence leader who has led data & analytics teams at HubSpot and FitBit, Wong believes BI teams aren’t data-driven enough. He says BI leaders need to think of themselves as small businesses owners and aggressively court and manage customers. He says too many don’t have metrics to track customer engagement and usage. In short, BI teams need to eat their own dog food and build success metrics to guide their activities. If you are a data or analytics leader, do you know the value your team contributes to the business? Do you have KPIs for business intelligence? Can you measure the impact of data and analytics endeavors in terms the business understands and respects? Too often BI and data leaders get caught up in technical details and fail to evaluate how their technical initiatives add value to the business. This wide-ranging interview with a BI veteran will shed light on how to run a successful BI shop.