70 per cent of companies shifting focus to operational analytics

Organisations are moving away from customer-facing analytics and towards business-centric initiatives

Organisations have begun to shift their analytical efforts to back office operations and away from more customer-facing processes in a search for greater competitive advantage, according to a new report. 

More than two thirds of companies, based on feedback from 600 operations executives surveyed as part of a report from Capgemini Consulting's digital transformation institute, revealed there is now a greater focus on operational analytics initiatives, in order to boost efficiency behind the scenes. 

Anne-Laure Thieullent, head of big data, Europe, for Capgemini's insights and data global practice, said: "Organisations are pivoting towards operational analytics as it can both increase the efficiency and performance of the back office as well as boost the customer experience in the front office. However, despite the focus, there are factors limiting the success of these projects; specifically siloed datasets, fragile governance models, inability to harness third party data sources, and an absence of a strong mandate from leadership teams." 

The four levels of maturity for operational analytics, as decided by Capgemini Consulting, are 'Game Changers' - those who have both integrated analytics and realised its benefits, 'Optimisers' - those who have seen basic success but not yet scaled-up efforts, 'Strugglers' - who have adopted the analytics strategy without seeing the benefits, and 'Laggards' - who are just beginning to focus on operational analytics. 

Despite greater focus on operational analytics, just 18 per cent of companies had both widely implemented it across operations and achieved their desired objectives. In contrast, 41 per cent fall into the 'Laggards' category, and have not yet seen the benefits of shifting focus. 

In terms of making analytics a vital part of the company's decision making process, 58 per cent of 'Game Changers' reported this as opposed to 28 per cent of 'Laggards'. 

"We have only scratched the surface of operational analytics," said Jerome Buvat, head of Capgemini Consulting's digital transformation institute – the organisation's in-house digital think tank. "More elements of the demand chain, from the factory floor to the products sold to customers, are becoming connected and are producing data. 

"Cognitive computing is helping organisations to make sense of all of this data, while machine learning and artificial intelligence is enabling increasingly complex decision-making and operational optimisation. Few organisations are well set up to take advantage of these technology developments; those that aren't need to work out now how they catch up or face diminishing competitiveness."

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