how to improve customer experience with big data analytics
TRANSCRIPT
______ AND ______ BOTH LIE IN THE
DATA
DEVIL ANGEL
Why BDA?
BDA is about extracting valuable
insights from data
Empowering decision makers with
analytics that will eradicate gut
feel decision-making and enable
the Data Driven organization of
the future.
BIG DATA DIAMONDS
Business Drivers
At the start of the project it is critical to understand the business drivers for the company in order to focus data analytics efforts on those goals.
Is the company in cost-cutting mode and trying to uncover where it is wasting money?
Is it in growth mode, trying to identify new channels and customers?
Or is there an area of risk that the company wants to identify and mitigate?
Insight Objectives
Clean up legacy data from vendor feeds
Build new campaign effectiveness reports
Identify characteristics and behavior of the most loyal customers
Identify strengths weakness and opportunities
Identify effectiveness of spends
Guiding Principles
Clean and consistent data
Access to a variety of data
Speed to market
Agility
Ease of use for end-users
Scalable and high performance platform
BIG DATA – VISUALIZATIONS
Business Intelligence
Quality of customer experience
Challenges
Milestones
Opportunities
Strengths
Weakness
Strategic direction
Personalization
Transformation of digital business
Predictions
Segmentation and modeling
Changing the way consumers buy/oultook towards the brand
Personify
UNSTRUCTURED DATA
Predict the type of analytics for analysis and driving insights from
unstructured data
HINTS
EMAILS, MENTIONS, BLOGS
Unveil the insights
DISCOVER
Text Analytics
Identify patterns of customer dissatisfaction/satisfaction or a potential
product defect so that corrective action can be taken before it is too late.
Relevant information, and transforming it into structured information that can be leveraged in various ways.
Sentiments -> image->bond->loyalty
Big Data – Mental blocks
Right people with the right skills
Getting the technology right
Identifying right problems
Process challenges
Data discovery
Integrating Big Data platforms with other data platforms in your
environment
User adoption
There are four types of big data BI that
really aid business
Prescriptive – This type of analysis reveals what actions should be taken. This is the most valuable kind of analysis and usually results in rules and recommendations for next steps.
Predictive – Predictive analysis identifies past data patterns and provides a list of likely outcomes for a given situation. By studying recent and historical data, predictive analysis presents you with a forecast of what may happen in the future
Diagnostic – A look at past performance to determine what happened and why. Businesses use this type of analysis to complete root-cause analyses and uncover patterns in their business processes. Ultimately, it can help identify factors that directly or indirectly affect their bottom line.
The most common application is in social media, where you can use this type of analysis to assess the number of posts, shares, mentions and fan interactions to figure out what worked in past campaigns and what didn't.
Descriptive – What is happening now based on incoming data. To mine the analytics, you typically use a real-time dashboard and/or email reports.
Big Data Analytics
Webtrends Infinity
Oracle Big Data
IBM Big Data
HOPE THE SESSION SPARKED VIZUALIZATION
OF HOW BIG DATA IS IMPLEMENTED AND
VALUE IS EXTRACTED