Using Social Intelligence to Help Shape Customer Relationships & Drive ROI


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  • [NA] Notes: - Incentive/reward for participation in survey– If I participate, I will receive a free fi serv consultation & participation in their exclusive community
  • Using Social Intelligence to Help Shape Customer Relationships & Drive ROI

    1. 1. Using Social Intelligence to Help Shape Customer Relationships & Drive ROI Navdeep Alam, Director of Data Architecture Mzinga @yoshinav [email_address]
    2. 2. Today’s Agenda. Topic Mzinga – What do we do? What Powers Social Analytics & Intelligence Solution Sample Use Case & Scenario for Analytics to Drive Enhanced Experiences and ROI Q&A
    3. 3. Company overview. (The 36,000 ft view) Market <ul><ul><li>SaaS social software, services and analytics </li></ul></ul>Experience 40M users & 15,000 communities under management Employees 200 # of Customers 300 clients
    4. 4. Trusted by the World’s Leading Brands… Mzinga customer ecosystem
    5. 5. <ul><li>Mzinga Social Business Ecosystem </li></ul>Customer Experience Employee Experience Partner Experience Brand Experience <ul><li>Streamlined client acquisition </li></ul><ul><li>Customer engagement </li></ul><ul><li>Loyalty & retention </li></ul><ul><li>On-demand support </li></ul><ul><li>Listening & engagement </li></ul><ul><li>Brand building </li></ul><ul><li>Demand generation </li></ul><ul><li>Social commerce </li></ul><ul><li>Social business outsourcing </li></ul><ul><li>Indirect revenue streams </li></ul><ul><li>Developer networks </li></ul><ul><li>Engagement & collaboration </li></ul><ul><li>Satisfaction & retention </li></ul><ul><li>On-boarding & recruiting </li></ul><ul><li>Social learning </li></ul>Mzinga Social Business Ecosystem
    6. 6. Solution Model Highlights Network & Communicate Content & Media Share & Collaborate Develop & Grow Grow your prospect network and target market base by connecting & engaging with buyers Monitor & respond to buyer perception of your brand via social media listening & moderation Enable access to the broadest range of formal & user-generated content to put key info at customer fingertips Co-create, collect feedback and collaborate with customers to gain more insight into their needs Enable solutions & opportunities for customer growth & optimization Ideation Polls/Surveys Live meetings File share Certifications Commerce Event mgmt To dos/tasks Friending Badging Feeds Profiles Video Courses Q&A forums Discussions Analyze key metrics and trends to inform future strategies; Leverage scorecards to measure customer experience community health Monitor Measure Integrate & Bridge
    7. 7. What is Social Intelligence & ROI? Content, behaviors, activities & interactions Business results
    8. 8. <ul><li>Social graph </li></ul>What is Social intelligence? + Social behaviors + Social gaming dynamics
    9. 9. Intelligence Continuum Baker’s depiction of the Knowledge Continuum, 2007 Data Information Knowledge Wisdom Use knowledge to establish and achieve goals/ROI Analyze & synthesize derived information Give meaning to obtained data Obtain the raw facts
    10. 10. Mzinga Advanced Analytics Architecture Metadata: Blog Info, Profile Info, Relationship Info, etc. Blogs, Comments, Discussions, Courses, Programs, etc. Audio & Visual Text, Images, etc. Metadata Repository <ul><li>Extensible Metadata Model </li></ul><ul><li>Easily create your own reports and analytics by leveraging reusable data elements </li></ul><ul><li>Increased development speed of your future analytics and reporting needs </li></ul><ul><li>More flexible, comprehensive data insight, including comparative metrics </li></ul><ul><li>“ Big Data” Warehousing </li></ul><ul><li>Increased processing speed enabled by proprietary algorithms </li></ul><ul><li>Efficient loading, storing and analyzing of terabytes to petabytes of data </li></ul><ul><li>Redundancy and failover support via advantages of MPP </li></ul><ul><li>Flexible outputs </li></ul><ul><li>Multiple interactive dashboards, analytics and report types, including shared and saved reporting to be available in stages </li></ul><ul><li>Reduce report customizations </li></ul>
    11. 11. Mzinga Application Architecture Partitioned by date across all virtual machines Aster Loader Social listening Social media NLP SM (API or APP) Virtual Machines Microstrategy Cluster Virtual Machines Aster Worker Cluster Virtual Machines Aster Queen Cluster
    12. 12. <ul><li>Template for running SPROCS as a Map function (operation against rows) to allow dynamic SQL to run in MPP (fully documented at: ) </li></ul><ul><li>Variations on Tokenize and Count to get grouping a behavior attributes for analysis of first degree activity </li></ul><ul><li>Web Analytics – Sessionalization </li></ul><ul><li>Sequential Pattern Analysis – nPath </li></ul><ul><li>Time Series Analysis – Supported by full data Recompute algorithms and avoid Caching against streaming data. </li></ul><ul><li>Future – Graphing exercises beyond first degree to support SNA Gamification – (i.e. Friending Paradox) </li></ul>SQL MapReduce Implementations
    13. 13. How Big Data Helps Drive Social Intelligence 1 2 3 4
    14. 14. Use Cases and Scenarios
    15. 16. Incentive/ reward for survey participation Leading Hi-Tech Company Blog Hi-Tech Customer Experience Community Me Colleague (Blogger) Network of Software Users
    16. 17. Questions?