Leveraging Analytics to Improve the Customer Experience

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Leveraging Analytics to Improve the Customer Experience

  1. 1. LEVERAGING ANALYTICSTO IMPROVE THE CUSTOMER EXPERIENCE Brian Vellmure Leading Transformation for Next Generation Organizations@BrianVellmure http://www.brianvellmure.com
  2. 2. WHY THIS TOPIC MATTERS
  3. 3. SPEED OF INNOVATION SURPASSINGCAPABILITIES OF TRADITIONAL ORGANIZATIONS “Competitive Intensity has more than doubled in the last 40 years” “Big companies are losing their leadership position at an increasing rate” “Greater access to information and choices boost consumer power” “Winning companies are barelyholding on, while losers experiencerapidly deteriorating performance” “Brand disloyalty is increasing among consumers, particularly the younger generation” @BrianVellmure http://www.brianvellmure.com
  4. 4. CHANGE HAPPENING EXPONENTIALLY FASTERIMAGE CREDIT: TIME.com @BrianVellmure http://www.brianvellmure.com
  5. 5. AVE LIFESPAN OF ANS&P 500 Company Ave. Lifespan of S&P 500 COMPANY80 75 years604020 25 years 15 years 0 1937 2002 2012 @BrianVellmure http://www.brianvellmure.com
  6. 6. In an era where nearly every industry/product/service is experiencing shorter cycle times, the customer experience is arguably the last remaining bastion of true differentiation.IMAGE CREDIT: http://www.bestourism.com/medias/dfp/14884 @BrianVellmure http://www.brianvellmure.com
  7. 7. CUSTOMER EXPERIENCE LEADERS OUTPERFORM @BrianVellmure http://www.brianvellmure.com
  8. 8. THE INTERSECTION BETWEENCUSTOMER EXPERIENCE AND ANALYTICS
  9. 9. WHAT IS YOUR CUSTOMER’S JOURNEY ? @BrianVellmure http://www.brianvellmure.com
  10. 10. MOST COMMONLY USED CUSTOMER DATA Demographic Transactional Log Data Email Event Data @BrianVellmure http://www.brianvellmure.com
  11. 11. EMERGING ANALYTICS FRONTIERS Social Media Video RFID Sensor Data Geolocation Data Other digital unstructured data Audio External structured data Image data VideoIMAGE CREDIT: National Geographic @BrianVellmure http://www.brianvellmure.com
  12. 12. In the time it takes you to read this slide, 8 hours of content will be uploaded to YouTube, almost 8,000 apps will be downloaded from iTunes, over 114,000 items will be shared on facebook, more than 16,000 posts will be shared on Twitter, and over 333,000 search queries will be sent to Google.SOURCE: The Tapscott Group, Rethinking Analytics for the Social Enterprise, 2012 @BrianVellmure http://www.brianvellmure.com
  13. 13. 1980 2012 A terabyte of disk storage A terabyte of disk storage cost $14,000,000. cost $30. Processing Power of an Processing Power of an iPad2 cost about iPad2 cost about $300 $100,000,000SOURCE: The Tapscott Group, Rethinking Analytics for the Social Enterprise, 2012 @BrianVellmure http://www.brianvellmure.com
  14. 14. ALL THE WORLD’S MUSIC CAN BE STORED FOR... Big Data Stats hereSOURCE: Kevin Kelly @BrianVellmure http://www.brianvellmure.com
  15. 15. MICRO EVERYTHINGIMAGE CREDIT: http://www.flickr.com/photos/katherinenaomi/3456906437/sizes/z/in/photostream/ @BrianVellmure http://www.brianvellmure.com
  16. 16. WHAT DO WE DO WITH ALL THIS DATA? @BrianVellmure http://www.brianvellmure.com
  17. 17. Help me accomplish Help me feelwhat I’m trying good to do @BrianVellmure http://www.brianvellmure.com
  18. 18. SMALL DATA = BIG ROCKSBIG DATA = SMALL ROCKS @BrianVellmure http://www.brianvellmure.com
  19. 19. ASK BETTERQUESTIONS Ask better questions @BrianVellmure http://www.brianvellmure.com
  20. 20. Get better answers FIND BETTER ANSWERS @BrianVellmure http://www.brianvellmure.com
  21. 21. DISCOVER NEW PATTERNS GENERATE NEW INSIGHTSIMAGE Source http://blogs.law.harvard.edu/metaxas/category/social-media/ @BrianVellmure http://www.brianvellmure.com
  22. 22. Make better decisions MAKE BETTER DECISIONS @BrianVellmure http://www.brianvellmure.com
  23. 23. ASK BETTER DISCOVER NEWQUESTIONS PATTERNS MAKE BETTER DECISIONS FASTERFIND BETTER GENERATE NEW ANSWERS INSIGHTS @BrianVellmure http://www.brianvellmure.com
  24. 24. FROM WHAT IS HAPPENING TO WHAT SHOULD WE DO? @BrianVellmure http://www.brianvellmure.com
  25. 25. Amazon, Netflix, LinkedIn, US Military (recommending what solders should do) - talk about case studies in Box 5 (screen capture) - talk about “Untitled 9” screen capturePredictive Algorithms @BrianVellmure http://www.brianvellmure.com
  26. 26. A REAL LIFE “PERSON OF INTEREST” @BrianVellmure http://www.brianvellmure.com
  27. 27. TOWARDS ALGORITHMIC & PREDICTIVE CAPABILITIES @BrianVellmure http://www.brianvellmure.com
  28. 28. WAYS TO GET STARTED
  29. 29. THANK YOU. Let’s continue the dialogue. @BrianVellmure brian@brianvellmure.com http://www.brianvellmure.com

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