Your customer support teams are struggling with data governance. How can you get them on board?

- 🔍 Understand the specific pain points of your customer support teams. Identify if they are overwhelmed by the data volume, facing data sprawl, quality issues, or security risks. - 💬 Engage in open conversations to identify whether the current system is user-friendly and meets their needs. Understanding these issues helps tailor solutions. - 🛠️ Simplify data governance processes. Provide clear guidelines, training, and easy-to-use tools to manage data effectively. - 📊 Implement user-friendly data management systems. Ensure these systems support the workflow of customer support teams and make data handling more intuitive. - 🌟 Regularly review and update governance practices based on feedback.

Entender la problemática es clave!!! un gran caso de uso en servicio al cliente es mostrarles a los asesores cuanto cuesta ingresar mal los datos y/o no actualizar los datos de contacto de clientes.. Hoy en medio de la era digital un correo electrónico / celular no ingresado o mal ingresado afecta directamente en el crosselling o en la deserción de los clientes..!!

The best way to address the problem is to understand the problem and train the team on the same. Make the team understand the importance of data governance. The second point is to Establish a feedback loop where they can report issues or suggest improvements related to data quality and governance processes. the third point is to Regularly monitor adherence to data governance standards and conduct audits if necessary. This helps maintain data integrity and identifies areas for improvement.

El gobierno es nuestra sombrilla y soporte de toda la gestión de datos, y lo más importante para que sea un programa exitoso es entender cuales son los puntos de dolor que se tienen y como esos dolores están afectando a la compañía, en cumplimiento regulatorio, perdida de clientes, imagen, riesgo de continuidad del negocio, cuales son los datos que son de impacto en la organización y la importancia de porqué debo gobernarlos.

To address customer support teams' struggles with data governance, start by identifying their specific pain points. Engage directly with team members to understand issues such as data volume overwhelm, user-unfriendly systems, or inconsistent data handling practices. Once identified, streamline data processes by implementing intuitive tools that integrate seamlessly with their workflow. Provide comprehensive training focused on data governance best practices and emphasize the importance of data quality and security. Regularly review and refine these processes based on feedback, ensuring continuous improvement and alignment with team needs.

To engage customer support teams in data governance, tailor training sessions to their specific roles. Focus on practical, relatable scenarios where efficient data management directly improves their work, such as quicker resolution times and enhanced customer satisfaction. Demonstrate real-life examples showing how proper data governance can streamline their tasks and reduce redundancies. Emphasize the personal and professional benefits, making the training relevant and immediately applicable. This targeted approach will foster a deeper understanding and greater adoption of data governance practices.

In addition to tailored training, consider incorporating interactive elements such as hands-on exercises and real-world case studies. This approach not only makes the learning experience more engaging but also allows support teams to practice and internalize data governance principles in a practical context. By demonstrating the relevance and applicability of these practices, you increase the likelihood of sustained adoption and compliance.

To get customer support teams on board with data governance, simplify existing processes. Review and streamline current procedures to eliminate unnecessary complexity. Implement user-friendly tools and provide clear, concise guidelines that integrate seamlessly into their workflow. Ensure that data governance tasks are intuitive and not seen as additional burdens. Regularly solicit feedback from support staff to identify and address pain points, continuously refining the process to enhance usability and compliance. Simplification will reduce resistance and encourage more consistent adherence to data governance policies.

Furthermore, regularly review and update these simplified processes to ensure they remain relevant and effective. As customer support operations evolve, so should your data governance practices. Continuously seek input from your teams to identify any emerging complexities and address them promptly. This ongoing refinement helps maintain a streamlined workflow that supports both data governance and operational efficiency.

Automation is key. Find high-value KPIs to implement in your monitoring stack, whether bespoke or proprietary. Automating the processes for monitoring these KPIs depending on the frequency of your data updates will keep you winning on your data governance and quality objectives

To motivate customer support teams to adhere to data governance protocols, implement a rewards system that recognizes and incentivizes compliance. Offer tangible rewards such as bonuses, extra time off, or public recognition for those who consistently follow best practices. This approach not only boosts morale but also fosters a culture of accountability and meticulous data handling. Regularly highlight success stories and provide feedback to reinforce positive behaviors, making data governance a valued and rewarding aspect of their daily work.

Incentives don't always have to be monetary; recognition can take many forms. Publicly acknowledge team members who excel in data governance during meetings or through internal communications. This not only motivates the individuals being recognized but also sets a standard for others to aspire to. By creating a culture where good data practices are celebrated, you reinforce the importance of compliance and foster a collective commitment to excellence.

To get customer support teams on board with data governance, establish a continuous feedback loop. Regularly seek their input on data governance initiatives to understand what works and what needs improvement. Act on their feedback promptly to make necessary adjustments, demonstrating that their opinions are valued and lead to real change. This two-way dialogue fosters a sense of ownership and encourages teams to take responsibility for data governance practices, enhancing overall compliance and effectiveness.

Continuous feedback is essential to get any customer support teams on board with data governance. I'll take an approach where I'd establish regular check-ins and feedback loops where team members can voice concerns and suggest improvements. I'd collaborate with the team to define clear guidelines and training on data governance practices, emphasizing their importance for accurate customer support. Use feedback sessions to highlight successes and address challenges, fostering a collaborative environment. Encourage an open dialogue, where feedback is acted upon promptly, showing the team their input is valued.

To facilitate effective feedback, establish regular check-ins or surveys specifically focused on data governance. Use this platform to ask targeted questions about challenges and successes, and be open to suggestions for improvement. Demonstrating that feedback leads to actionable changes shows your support teams that their voices are heard and valued, which in turn promotes a more engaged and proactive approach to data governance

To engage customer support teams in data governance, empower them with ownership over their data handling responsibilities. Clearly define roles and responsibilities, ensuring team members understand their part in maintaining data quality and security. Provide them with the authority to make decisions within their domain, fostering a sense of accountability. Support this empowerment with the necessary training and resources, enabling them to take pride in their contributions. When team members feel responsible and valued, they're more likely to adhere to data governance practices diligently.

Providing ownership also means equipping your support teams with the right tools and resources to manage data effectively. Offer training on data management tools and best practices, and ensure they have access to up-to-date documentation and support. Empowered with knowledge and resources, your teams can confidently uphold data governance standards and contribute to a culture of accountability and excellence.

To get customer support teams on board with data governance, empower ownership by making each team member accountable for data quality. Start with comprehensive training to ensure they understand the importance and impact of data governance. Assign specific data stewardship roles within the team, giving members clear responsibilities and authority over certain data sets. Encourage proactive problem-solving and decision-making related to data issues. Recognize and reward adherence to data governance practices. By fostering a sense of ownership and responsibility, you ensure that the team is motivated and committed to maintaining high data integrity standards.

To engage customer support teams in data governance, it is important to also consider ... Business impact: Emphasize how data governance improves customer service, reduces errors and improves decision making. Demonstrate the direct benefits to daily tasks and overall customer satisfaction. Stakeholder alignment: Align the goals of the support teams with the goals of data governance (and also data development and science). Involve them in the decision-making process to ensure their needs and concerns are addressed. Customer trust: Emphasize how strict adherence to data governance regulations builds customer trust. Explain that compliance protects customer data and builds trust in the company's commitment to data security and privacy.

The most common challenges a Customer Service can face in Data Governance are below: Challenges: 1. Data Silos: Customer data scattered across multiple systems. 2. Data Quality Issues: Inconsistent and inaccurate data leading to misinformation. 3. Slow Data Access: Manual data retrieval processes is time-consuming. 4. Regulatory Compliance: data handling meeting regulatory standards was challenging. The solution is to implement a data governance tool , integrated with an AI-powered customer care system. Which helps with : 1. Data Discovery and Cataloging 2. Data Quality Management 3. AI-Powered Insights 4. Regulatory Compliance:

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To address the issues that we may encounter in the different teams within the data governance program, it is essential to: • Implement a data product-based management model that fosters understanding and information sharing. • Leverage accessible data Marketplace tools for all employees • Involve teams from the outset, advocating for company reorganizations following models like Data Mesh • Invest in corporate-level data governance and Data Literacy training programs • To deploy easy-to-use tools with a strong focus on self-service • Implement robust private data security and management controls • Empower stakeholders through roles such as Data Owner • Maintain clear communication with all stakeholders #datagov #datamesh #datamarketplace

Para que un equipo pueda abordar gobierno de datos es importante que "venga el lineamiento y acompañamiento desde la estrategia de datos de la compañía", dado que una parte de gobernar datos consiste en formalizar ciertos procesos que se ejecutan de forma cotidiana. Les dejo dos preguntas de ejemplo para reflexionar: ¿Se tiene conocimiento de las reglas de calidad y transformaciones que se aplican a los datos críticos? Puede que si, pero ¿Se gobierna en una plataforma y se mide su calidad? ¿Se conoce el impacto de los cambio en las bases de datos o integraciones (tablas, campos, ETLs, etc)? Se podría saber si se maneja el linaje y trazabilidad E2E de los datos más importante, y así tener claridad de qué reportes y KPIs se verían afectados.