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Presentation made by Jorge Teixeira da Silva, Social & Business Intelligence Lead of DRI, on November 27, 2012 in Big Data event organized by IDC Portugal

Presentation made by Jorge Teixeira da Silva, Social & Business Intelligence Lead of DRI, on November 27, 2012 in Big Data event organized by IDC Portugal

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  • 1. Bck to Informtion DiscoveryJorge Teixeira da SilvaBusiness & Social Intelligence Lead @ DRIwww.dri-global.com
  • 2. What is BIG DATA(Hadoop) A large amount of unstructured and semi- structured data.
  • 3. BIG DATA always encompasses“Information Discovery”
  • 4. But Before going BIG Let’s strt smll...
  • 5. Customers ...by theCustomer’s Point of View...
  • 6. ... nd the customer decision cycle Test Need Reserch Compre Aproch Purchse Use Drive Sample Decision Cycle for purchasing a car
  • 7. Where re the touch points? TestNeed Reserch Compre Aproch Purchse Use Drive
  • 8. Which channels are available forcustomers in each phaseof the decision cycle?
  • 9. Which information isavailable to Customers?
  • 10. Is the informationconsistent across channels?
  • 11. Is customer information tracedback, and providing insights?
  • 12. Customer Decision Cycle Test Reserch Compre Aproch Purchse Use Drive Touchpoints Touchpoints Information Information Availability Availability Information Information Consistency Consistency Customer Customer Information Information
  • 13. ... and discovered flows and missing bits, Test Reserch Compre Aproch Purchse Use DriveCustomer?Identifible No Infoindividul? Dt Exists Info Avilble?Touchpoints
  • 14. To build a Customer Intelligence Center!Customer?Identifibleindividul? Dt Avilble?Touchpoints
  • 15. Around strategic channels and processesCustomer?Identifibleindividul? Dt Avilble?Touchpoints
  • 16. Unique ID Facebook ID Email Name AddressFiscal Number #Website visits #Orders Force Level #Products Opinion Leader? Interest groups
  • 17. First step:Discover the information
  • 18. Know where information is.And where it is not.
  • 19. End result: a map. Define a strategy to address information gaps.…its about all the processesin an organization that have atouch point with customers.
  • 20. Certain tools canhelp you achievethis “informationchoreography”
  • 21. And created a customerintelligence center.
  • 22. Transactions(orders, quotes, invoices, credits, ...)
  • 23. Interactions(emails, web visits, calls, shop visits, ...)
  • 24. Demographics(name, age, gender, geography,...)
  • 25. ...and Customer Lifestyle(Facebook, Twitter, blogs, forums ...)
  • 26. To complete the missing pieces ... Test Reserch Compre Aproch Purchse Use DriveCustomer?Identifibleindividul? Dt Avilble?Touchpoints
  • 27. With this complete vision,your organization can become Customer Centric.
  • 28. First WalkBeforeRunning!
  • 29. The Digital Advantage: Fashionists Digirati* Experimental Vision Lots of stuff Understanding Little Drive valueDigital Intensity Prudence ERP, eCom Digital skeptics Unaware Slow, steady Beginners Conservatives Transformation Management Intensity * termo que designa especialistas em tecnologia Source: The Digital Advantage: Capgemini Consulting based on years of joint research with the MIT Center for Digital Business
  • 30. Revenue Fashionists Digirati* Experimental Vision Lots of stuff Little +6% +9% Understanding Drive valueDigital Intensity -4% -10% Prudence ERM, eCom Digital skeptics Unaware Slow, steady Beginners Conservatives Transformation Management Intensity * termo que designa especialistas em tecnologia Source: The Digital Advantage: Capgemini Consulting based on years of joint research with the MIT Center for Digital Business
  • 31. Profitability Fashionists Digirati* Experimental Vision Lots of stuff Understanding Little -11% +26% Drive valueDigital Intensity Big Data: Problem Big Data: Solution -24% +9% Prudence ERM, eCom Digital skeptics Unaware Slow, steady Beginners Conservatives Transformation Management Intensity * termo que designa especialistas em tecnologia Source: The Digital Advantage: Capgemini Consulting based on years of joint research with the MIT Center for Digital Business
  • 32. Image Creditshttp://www.flickr.com/photos/10202505@N05/4350656186/http://www.flickr.com/photos/kalexanderson/6874356751/sizes/l/in/photostream/http://www.flickr.com/photos/13906431@N07/3188443212/sizes/l/in/photostream/http://www.flickr.com/photos/epha/4388625060/sizes/l/in/photostream/http://www.flickr.com/photos/toby_maloy/102413554/sizes/z/in/photostream/http://www.flickr.com/photos/80086859@N00/422954566/http://www.flickr.com/photos/terretta/168517881/sizes/l/in/photostream/http://www.flickr.com/photos/springdance-utrecht/6347506244/sizes/l/in/photostream/http://www.flickr.com/photos/ahmedmater/4804379014/sizes/l/in/photostream/http://www.flickr.com/photos/thinktanklondon/6776954429/http://www.flickr.com/photos/foresightbydesign/8028943298/sizes/h/in/photostream/http://www.flickr.com/photos/neoviasolutions/5244608720/sizes/l/in/photostream/http://www.flickr.com/photos/utku/6594117809/sizes/l/in/photostream/
  • 33. Thank you!Jorge Teixeira da SilvaBusiness & Intelligence Lead @ DRI www.dri-global.comjorge.teixeira.silva@dri.pt +351 21 715 30 55 info@dri.pt