how to improve customer experience with big data analytics

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Page 1: How to Improve Customer Experience with Big Data Analytics
Page 2: How to Improve Customer Experience with Big Data Analytics

______ AND ______ BOTH LIE IN THE

DATA

DEVIL ANGEL

Page 3: How to Improve Customer Experience with Big Data Analytics

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.

Page 4: How to Improve Customer Experience with Big Data Analytics

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

Page 5: How to Improve Customer Experience with Big Data Analytics

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

Page 6: How to Improve Customer Experience with Big Data Analytics

UNSTRUCTURED DATA

Predict the type of analytics for analysis and driving insights from

unstructured data

HINTS

EMAILS, MENTIONS, BLOGS

Unveil the insights

Page 7: How to Improve Customer Experience with Big Data Analytics

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

Page 8: How to Improve Customer Experience with Big Data Analytics

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

Page 9: How to Improve Customer Experience with Big Data Analytics

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.

Page 10: How to Improve Customer Experience with Big Data Analytics

Big Data Analytics

Webtrends Infinity

Oracle Big Data

IBM Big Data

Page 11: How to Improve Customer Experience with Big Data Analytics

HOPE THE SESSION SPARKED VIZUALIZATION

OF HOW BIG DATA IS IMPLEMENTED AND

VALUE IS EXTRACTED