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IBM Social Media Analytics

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IBM Social Media Analytics

  1. 1. © 2014 IBM Corporation IBM Social Media Analytics: Create Relationships. Build Advocacy. Improve Loyalty.
  2. 2. © 2014 IBM Corporation Agenda  The Challenge of Big Data  IBM Social Media Analytics (SMA) Overview  How IBM SMA Works  Use Cases for SMA  SMA Capabilities  Demo  Conclusion 2 Ian Balina • TSS • SMA Evangelist • Mid-Atlantic Region
  3. 3. © 2014 IBM Corporation The Challenge of Big Data  More than 1 billion unique users visit Youtube each month watching over 6 billion hours of video  More than 388 million people view more than 12.7 billion blog pages each month  There are 500 million tweets daily – that’s 5,700 per second  50% of Facebook users check it daily – there are more than 1 billion users world wide 3
  4. 4. © 2014 IBM Corporation Easy-To-Use and Scalable, Turn Key Solution Designed For Non-IT Users 4 IBM Social Media Analytics • Employs IBM Research assets for demographic, geographic, and behavioral analytics that are light-years’ ahead • User-friendly, easy-to-edit pre-built dashboards • Integrates with advanced analytics for best in class sentiment analysis and segmentation (SPSS) • Available in 8 distinct sentiment languages: English, German, French, Chinese, Spanish & Dutch, Russian and Brazilian Portuguese • Deployment options: On premise or SaaS
  5. 5. © 2014 IBM Corporation IBM Social Media Analytics Differentiators  IBM and Twitter landmark partnership is a game-changer with regard to social data and the new “insight economy”  Shared “Watson” DNA – for cognitive computing and natural language processing  Infuses social data into the ExperienceOne/IBM Customer Analytics portfolio for integrated data-driven decision making  Designed specifically for advanced analytics – not CRM -- based on sophisticated, highly precise algorithms It’s always been about the analytics
  6. 6. © 2014 IBM Corporation Social Intelligence Maturity Curve
  7. 7. © 2014 IBM Corporation IBM Social Media Analytics Framework
  8. 8. © 2014 IBM Corporation Schedule Operational Reports Extract Indexed Results for Visualization and Downstream Analysis Process and Analyze Documents 4 5 Social Data Warehouse Text Index 6 Explore and Analyze Configure UI 7 Automated Analysis UI Reporting UI Analysis IBM Social Media Analytics 1.3 – Application Workflow New Topics Media TypeDemographic Affinity Influencer Geographic Sentiment Behavior Language (Optional) Define crawling queries (Define document search criteria) Define Analytics (Define Types, Concepts, & Hotwords) Retrieve Social Media Documents (Subscription-based Historical Repository) Boards Blogs News Microblogs Videos Reviews 1 32 Example Query: (Hilton OR Marriott OR Starwood) AND (Room Service) Example Expression: Hilton Pool Room Service
  9. 9. © 2014 IBM Corporation Use Cases of IBM Social Media Analytics Customers • Supply Chain Use Case – Acquire the Right Customers − Major worldwide sporting goods manufacturer launches new product with the help of IBM Social Media Analytics • Retail Use Case – Deliver Superior Customer Experience − Multi-billion dollar government-regulated liquor outlet retailer validates marketing programs and campaigns and monitors customer service reputation using IBM Social Media Analytics • Manufacturer Use Case -- Deliver Superior Customer Experience + Optimize the Customer Journey − Merial monitors the success of their NexGard product launch with IBM Social Media Analytics.
  10. 10. © 2014 IBM Corporation• IBM® Social Media Analytics • IBM Business Partner Apicube City of Toulouse uses social data analysis to better understand and meet citizens’ needs 1.6 million comments analyzed to pinpoint 100,000 unique comments for more precise analysis Solution Components Business Challenge: The Toulouse, France city government puts digital at the heart of its relationship with citizens and aims to improve the quality of digital services. However, despite its efforts, the city cannot realistically capture, manage and analyze all questions and comments posted online and on social networks. The city wanted to find new ways to capture the concerns of its citizens. The Smarter Solution: The city government uses a social data analytics solution to analyze citizens’ needs posted on public social media, taking into account factors including context, content and sentiment. The insights help the city identify and prioritize citizens’ most prevalent and pressing issues as well as understand how messages may be resonating. This has helped the city clear up misunderstandings about a major revitalization of the city center, allaying anxieties about traffic and construction and gaining support for the project. “By improving our understanding of the needs of citizens, we can offer them solutions that perfectly meet their expectations. This is important that we can base our urban policy on the right indicators.” —Jean-François Portarrieu, director of communications 93% increase in average response time to road maintenance issues, from 15 days to 1 day Boosts public relations as well as urban planning and policy development
  11. 11. © 2014 IBM Corporation 11
  12. 12. © 2014 IBM Corporation Summary of IBM Social Media Analytics 12 • Employs IBM Research assets for demographic, geographic, and behavioral analytics that are light-years’ ahead • Leverages Big Data capabilities • Integrates with advanced analytics for best in class sentiment analysis and segmentation (SPSS) • Available in 8 distinct sentiment languages: English, German, French, Chinese, Spanish & Dutch, Russian and Brazilian Portuguese • User-friendly, easy-to-edit pre-built dashboards • Deployment options: On premise or SaaS
  13. 13. © 2014 IBM Corporation 13

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