Centralised or Podular? Amazon’s data-driven teams
Move beyond time-lag reports to real-time data
How can we share customer insights ‘in the flow’ ?
Social analytics: applying ‘many eyes’ to action
Social analytics: encouraging ownership of actions From reports to real-time action • Real-time data and activity streams • Filtering for actionable insights • Action framework for claiming issues • Open forum showing action + resolution • Immersive environments for C-suite
Data-driven behaviour change:real-time data can drive positivebehaviour change internally, as wellas improve customer engagement
Open data stimulates greater self-management Just the simple act of “publicizing” those numbers — not in a cruel way, but a “where are we at as a group?” way — has kept the support process on-task and, I think, made it a bit more like a video game.
Social Business Intelligence:why is it more valuable to companiesand brands than listening alone ?
SBI creates the conditions for permanent evolution Key Benefits • Real-time insight not just aggregate buzz • Expose more staff to customer feedback • Encourage ownership and action by all • Make the company, not just the marketing department, more customer centric • Helps company evolve
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