Are you listening to your data? Chris Stanley Virtusa

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Chris Stanley, Virtusa, discusses some of the issues surrounding information in a business and in particular, the impact that Big Data is having. You can here the whole of Chris's Presentation in an …

Chris Stanley, Virtusa, discusses some of the issues surrounding information in a business and in particular, the impact that Big Data is having. You can here the whole of Chris's Presentation in an audio recording in an edition of the Six Minute Strategist Podcast at http://jbdcolley.com/virtusa. Claim your Free Six Minute Strategist Six Minute Audit at http://jbdcolley.com
If you would like to discuss with me how we can assist your business, please email me at john.colley@iafcapital.com or call me on my UK cell phone +44 7813 672 612

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  • 1. Are you listening to your Data? Overcome Information Challenges to Improve Customer Experience Christopher Stanley Senior Director – Europe EIM Practice Head Virtusa Corporation1
  • 2. Topics • What are some of the Information Challenges faced by Companies Today? Why do they still exist? • What are some of the Big Data challenges and opportunities? • How can effective Information Management help with these challenges?2
  • 3. Companies are Focused on Improving Business Outcomes Business Outcomes • Improve Revenue • Improve Customer Service • Differentiate Products • Leverage upsell and cross sell opportunities • Reduce Costs • Manage Risk, Regulation & Compliance Drivers • Make decisions based on information3
  • 4. However… They are Facing Many Information Challenges Information Challenges Business Outcomes • High Data Complexity & • Improve Revenue Volume • Improve Customer Service • Unclear Requirements • Differentiate Products • Different levels of • Leverage upsell and cross Granularity sell opportunities • Data Governance • Reduce Costs • Obsolete Data • Manage Risk, Regulation & • Social data rarely leveraged Compliance Drivers • Insufficient Standardisation • Make decisions based on • Inadequate technology information4
  • 5. However… They are Facing Many Information Challenges Information Challenges Business Outcomes • High Data Complexity & • Improve Revenue Volume • Improve Customer Service • Unclear Requirements • Differentiate Products 75% of leading companies are • Different levels of • Leverage upsell and cross Granularity incapable of creating a unified view • Data Governance sell opportunities • Reduce Costs of their customer • Obsolete Data • Manage Risk, Regulation & Source : Its really (almost) all about the data: Optimizing loyalty initiatives By Michael Lowenstein, CPCM, Managing • Social data rarely leveraged Director, Customer Retention Associates Compliance Drivers • Insufficient Standardisation • Make decisions based on • Inadequate technology information5
  • 6. A Business Scenario we often see Multiple Consumers Mobile Web Social Call Centre Solutions Networks Multiple Service Channels6
  • 7. A Business Scenario we often see Multiple Customers Mobile Web Social Call Centre Solutions Networks Increasing Increasing Volume Complexity Increasing Variety Multiple Data Sources7
  • 8. A Business Scenario we often see Multiple Customers Mobile Web ..and drives Manual Social Call Centre Solutions Data Capture Networks …leads to inefficient Processes… The resulting Data Fragmentation … Multiple Data Sources8
  • 9. A Business Scenario we often see Multiple Customers Mobile Web Social Call Centre Solutions Networks Increasingly Increasingly Un-Managed Un-Sustainable Multiple Data Sources9
  • 10. A Business Scenario we often see Multiple Customers Mobile Web Social Call Centre Solutions Networks Results in Unhappy Drives Inconsistent Customers Customer Handling Information not Readily Available Multiple Data Sources10
  • 11. A Business Scenario we often see Why do these Challenges Still Exist?11
  • 12. Why Do These Challenges still Exist? Lack of Business Sponsorship – Sponsors change, Significant Investment Limited Knowledge Sharing - Particularly within multiple subsidiaries Mergers & Acquisitions - Integrating People, Processes & Technology EIM Architecture & Strategy - If it exists, not consistent across Groups Data Archiving - “I don’t want to reduce my marketing contact base” Converged Services - Technology focused not People & Process focused Technology Implementations – Should be Platform focused, not piecemeal12
  • 13. The landscape is also changing……. The New World Order is Here…..• 6B mobile users • 50m tweets/day • Netflix • Google 24PB/day• 10.9B Apps • 800m on • YouTube • Facebk 12TB/day Downloaded FaceBook • Pandora/Spotify • NYSE 1TB/day• $7B in mobile • 120m on LinkedIn • Google Docs • eBay 50TB/day payments • 4 out of 5 internet • DropBox • Walmart 100TB• 8T text messages users on Social • Carbonite Mobility Social Cloud Big Data New ways of working, New ways of consuming services Source: MobiThinking 201213
  • 14. Everyday we create 2.5 quintillion bytes of data: 90% of the worlds data has been created in the last 2 years alone iPhone vs ENIAC • 200,000 times lighter • 400,000 times more powerful • 29,000 times cheaper • Datasets are growing so large that they are awkward and costly to manipulate with traditional EIM toolsets • 56% of executives are overwhelmed by data, 62% admit to an “Insight Gap” Source: Avanade Research: Impact of Big Data, Nov 2011; Cowen Report: A new breed of Database Vendor July 201114
  • 15. The Opportunity for “Big Data” • Find insight in new and emerging data types • Segmenting Customer base to customise next actions • Supporting the automation of Human & Process decision making • Enable more innovation for new products and services Source: Mckinsey - Big Data The Next Frontier for innovation, competition and productivity15
  • 16. How do you…….. • Understand and Exploit “Big Data” when it comes in an Unstructured Format, such as text, video, social media • Capture the Most Important Data as it happens and deliver that to the right people at the right time • Store, Organise, Optimise & Exploit “Big Data” given its size and our computational capacity16
  • 17. Information Has A Lifecycle – It Needs To Be Managed Business Outcomes > Information Needs 5. Archived & Disposed 1. Defined, Created or Captured The 4. Exploited Information Lifecycle Business Benefits are 2. Organised However…. driven from here You need to invest here 3. StoredInformation Information Information Information Information Information InformationRequirements Governance Architecture Quality Management Security ExploitationAnalysis Principles Migration Verification Definitions Standards AbstractionModelling Standards Storage Profiling Master Data Procedures ArchitectureValidation Policies Access Cleansing Transaction Data Permissions Warehousing Ownership Archiving Monitoring Meta Data Compliance Reporting Stewardship Retirement Compliance Controls KPIs Taxonomy Traceability Audit17
  • 18. Information Has A Lifecycle – It Needs To Be Managed Business Outcomes > Information Needs 5. Archived & Disposed 1. Defined, Created or Captured The 4. Exploited Information Lifecycle 2. Organised 3. StoredInformation Information Information Information Information Information InformationRequirements Governance Architecture Quality Management Security ExploitationAnalysis Principles Migration Verification Definitions Standards AbstractionModelling Standards Storage Profiling Master Data Procedures ArchitectureValidation Policies Access Cleansing Transaction Data Permissions Warehousing Ownership Archiving Monitoring Meta Data Compliance Reporting Retirement Compliance Controls KPIs Technology is the Enabler Stewardship Taxonomy Traceability Audit18 People and Process are the critical components
  • 19. A Business Scenario we often see Multiple Customers Mobile Web Social Call Centre Solutions Networks Multiple Data Sources19
  • 20. Unifying Customer Experiences through Effective Information Management & Converged Solutions Multiple Customers Mobile Web Social Call Centre Solutions Networks Unified & Consistent Experience Effective Process Management Effective Information Management Multiple Data Sources20
  • 21. Summary • Significant information challenges still exist in organisations today • Ever increasing data complexity and volume magnify the challenges and lead to inconstant customer experiences – affecting Business Outcomes • Managing your information more effectively really can help differentiate you from your competition • This is a business problem, however an effective technology platform is the Key enabler • People & Process enabled by effective technology • We specialise in helping our clients make the most of the information that they have to improve business outcomes21
  • 22. What sort of a company are we • Heritage of Engineering & Innovation • We started 16 years ago engineering Data Integration and Content Management software for our clients. We build Enduring Software Platforms • Unique Product Development and Full Life Cycle Experience • A different heritage to most SI organisations • Partnership and Attention: We are “Right Sized” • We are not too big, nor too small • We will bring committed Executive Management attention at all levels • Client Delight Index: Key Measurement through Transparency • Teams are compensated on CDI, Client Success is Mandatory and we are incentivised • Industry recognised expertise in building platforms & applications • Forrester rates us as a leading application platform SI • Ability to bring re-usability and automation to disrupt scale and enhance efficiency22
  • 23. Come and Visit our Booth • We would be delighted to discuss your Scenarios in more detail over Lunch or during the afternoon • We are at Booth 6 • Come and visit us and see how we can help you “Listen to your Data more effectively” • Come and ask any Questions that you may have • Thanks for your attention Christopher Stanley Senior Director - EMEA EIM Solutions Head Email: cstanley@virtusa.com23