Introducing SPSS customer overview


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Introducing SPSS customer overview

  1. 1. Predictive Analytics - Driving Smarter Business Outcomes Martin Young Channel Manager C&EE, SPSS Riga, 27 May 2010
  2. 2. <ul><li>Variety of Information </li></ul><ul><li>80% of new data growth is unstructured content </li></ul><ul><li>Emails, images, audio, video.. </li></ul><ul><li>Volume of Digital Data </li></ul><ul><li>57% CAGR for enterprise data through 2010 </li></ul><ul><li>Machine generated data : Sensors, RFID, GPS.. </li></ul><ul><li>Velocity of Decision Making </li></ul><ul><li>Rapidly changing business climate </li></ul><ul><li>Need to get ahead of the curve : predict issues and fix them </li></ul>An Information Explosion … and Faster Decisions Required Business Imperative: Accelerate innovation, business optimization, and sustained competitive differentiation
  3. 3. Challenges facing Decision Makers Today 1 in 3 business leaders frequently make critical decisions without the information they need 1 in 2 don’t have access to the information across their organization needed to do their jobs 19+ hours Spent by knowledge workers each week just searching for and understanding information
  4. 4. Analytics Critical for Driving Competitive Advantage “ At a time when companies in many industries offer similar products and use comparable technology, high-performance business processes are among the last remaining points of differentiation.” Tom Davenport, “Competing on Analytics” Ten Most Important Visionary Plan Elements Interviewed CIOs could select as many as they wanted Source: IBM Global CIO Study 2009; n = 2345 High growth Low growth BI/Analytics #1 investment to improve competitiveness IBM Global CIO Study 2009
  5. 5. Next Generation Efficiencies come from Optimizing Every Decision, Transaction or Process at the Point of Impact… Sense and respond Predict and act Back office Point of impact Instinct and intuition Real-time, fact-driven Foundational Breakaway Skilled analytics experts Everyone Automated Optimized
  6. 6. Imagine If Your Decision Makers Could… Physician Telco Call Center Rep Loan Officer Retail Sales Associate … predict and treat infection in premature newborns 24 hours earlier? … apply inferred social relationships of customers to prevent churn? … adjust credit lines as transactions are occurring to account for risk fluctuations? … determine who is most likely to buy if offered discounts at time of sale? … optimize every transaction, process and decision at the point of impact, based on the current situation, without requiring that everyone be an analytical expert
  7. 7. How can I capture and analyze information about how my customers, prospects or employees are feeling? <ul><ul><li>How can I predict behaviors and preferences so I can reduce churn, prevent fraud, maximize campaign results and more? </li></ul></ul><ul><ul><li>How can I make decisions in real-time or ahead of a potential issue, instead of making decisions when it is too late? </li></ul></ul>
  8. 8. <ul><li>Predictive Analytics is a transformational technology that enables more proactive decision making, driving new forms of competitive advantage </li></ul><ul><li>A nalyzes patterns found in historical and current transaction data as well as attitudinal survey data to predict potential future outcomes </li></ul>Predictive Analytics offers Unique Insights to Answer those Tough Business Questions
  9. 9. Introducing SPSS, an IBM Company <ul><li>A leading provider of predictive analytic software, services and solutions </li></ul><ul><ul><li>Software – data collection, text and data mining, advanced statistical analysis and deployment technologies </li></ul></ul><ul><ul><li>Services – implementation, training, consulting, and customization </li></ul></ul><ul><ul><li>Solutions – combine software and services to deliver high-value line-of-business solutions; used for optimizing marketing campaigns, call center effectiveness, identification of fraudulent activity and more </li></ul></ul><ul><li>40 years of experience and a broad customer base </li></ul><ul><ul><li>250,000 customers: 100 countries, 50 states, 100% of top universities </li></ul></ul>Enables decision makers to predict future events and proactively act upon that insight to drive better business outcomes
  10. 10. Enabling the Predictive Analytics Process Capture Predict Act … … Data Collection Deployment Technologies Platform Pre-built Content Attract Up-sell Retain Data Collection delivers an accurate view of customer attitudes and opinions Predictive capabilities bring repeatability to ongoing decision making, and d rive confidence in your results and decisions Unique deployment technologies and methodologies maximize the impact of analytics in your operation Statistics Text Mining Data Mining
  11. 11. SPSS Predictive Analytics Software 4 Key Categories <ul><li>Data Collection </li></ul><ul><li>Delivers accurate view of customer attitudes & opinions </li></ul><ul><ul><li>IBM SPSS Data Collection </li></ul></ul><ul><li>Statistics </li></ul><ul><li>Drives confidence in your results & decisions </li></ul><ul><ul><li>IBM SPSS Statistics </li></ul></ul><ul><li>Modeling </li></ul><ul><li>Brings repeatability to ongoing decision making </li></ul><ul><ul><li>IBM SPSS Modeler </li></ul></ul><ul><ul><li>IBM SPSS Text Analytics </li></ul></ul><ul><li>Deployment </li></ul><ul><li>Maximizes the impact of analytics in your operation </li></ul><ul><ul><li>IBM SPSS Decision Management </li></ul></ul><ul><ul><li>IBM SPSS Collaboration & Deployment Services </li></ul></ul>
  12. 12. Capture: SPSS Data Collection <ul><li>Data collection capabilities to capture attributes, interactions, behaviors, and attitudes for customers, employees or constituents </li></ul><ul><li>Augments internally captured data with sentiment and opinion data and use this combination as part of the analytic process </li></ul>Delivers an accurate view of customer attitudes and opinions
  13. 13. Predict: SPSS Statistics <ul><li>Advanced statistics and data management for analysts researching business problems </li></ul><ul><li>Collection, preparation, analysis, interpretation, explanation and presentation of data </li></ul><ul><li>Provides insight into a sample of data and tools for prediction and forecasting based on the data </li></ul>Drives confidence in your results and decisions
  14. 14. Predict: SPSS Modeler <ul><li>Workbench with data preparation functions to build analytic streams or jobs and a run time environment for job execution </li></ul><ul><li>Set of mining algorithms that provide insight and prediction </li></ul><ul><li>Enables the discovery of key insights, patterns and trends in data that can be used to optimize business decisions </li></ul>Brings repeatability to ongoing decision making
  15. 15. Predict: SPSS Text Analytics <ul><li>Uses natural language processing heuristic rules and statistical techniques to reveal conceptual meaning in text </li></ul><ul><li>Extracts concepts from text and categorizes them </li></ul><ul><li>Makes unstructured qualitative data more quantifiable, enabling the discovery of key insights from sources such as survey responses, documents, emails, call center notes, web pages, blogs, forums and more </li></ul>Brings repeatability to ongoing decision making
  16. 16. Act: SPSS Decision Management <ul><li>Set of tools to automate high-volume decision making enterprise-wide </li></ul><ul><li>Injects powerful predictive analytics into core business processes </li></ul><ul><li>Extends predictive insights to the business user at the point of decision </li></ul><ul><ul><li>E.g. Should a claim be ‘fast tracked’ or evaluated more closely based on a calculated risk score? </li></ul></ul>Maximizes the impact of analytics in your operation
  17. 17. Act: SPSS Collaboration and Deployment Services <ul><li>Flexible enterprise foundation for managing and deploying analytics throughout the organization </li></ul><ul><li>Automates analytical processes </li></ul><ul><li>Enables collaboration by securely sharing and reusing analytic assets </li></ul><ul><li>Streamlines deployment of analytical information on a scheduled or real-time basis </li></ul>Maximizes the impact of analytics in your operation
  18. 18. SPSS, an IBM Company Uniquely Offers You… <ul><li>Value of analytics across your organization </li></ul><ul><ul><li>Highly productive, business-friendly predictive modeling, collaboration and deployment services </li></ul></ul><ul><ul><li>Based on the convergence of analytics, architecture and business processes </li></ul></ul><ul><li>Open SOA that seamlessly fits your existing environment </li></ul><ul><ul><li>Componentized, enabling it to easily fit within your existing environment, immediately adding value without the need for a “rip and replace” of information infrastructure </li></ul></ul><ul><ul><li>Natural part of a user’s normal activity versus a separate, disconnected application </li></ul></ul><ul><li>Deep domain expertise with 40 years experience analyzing data about people </li></ul><ul><ul><li>Ability to dynamically capture attitudes, attributes and behaviors and improve people interactions </li></ul></ul>
  19. 19. IBM BI and Performance Management Capabilities Help Decision Makers Find the Answers Why are we on/off track? How are we doing? What should we do next?
  20. 20. SPSS Enables New Solution Value for IBM Cognos Customers Why are we on/off track? How are we doing? What should we do next? New customer insight through Data Collection Time series forecasting Predictive analytics for deeper understanding of the data Addition of KPPs (Key Performance Predictors) Broad distribution of statistical results
  21. 21. SPSS’ Modeler is Complementary to InfoSphere Warehouse PMML SQL Tables PASW Modeler Server InfoSphere Warehouse Business Analysts SPSS Modeler adds business-oriented predictive modeling and model management
  22. 22. Applying SPSS Portfolio to Accelerate Your Success Example: Customer Intimacy <ul><li>Reduces customer defection, increases uplift from cross-sell/up-sell targeting, and improves acquisition of the “right” customers, by enabling decision makers to: </li></ul><ul><ul><li>Understand unstructured data that is found in everything from e-mails, call center notes, blogs, and open ended survey questions </li></ul></ul><ul><ul><li>Identify drivers of customer behavior via survey analysis </li></ul></ul><ul><ul><li>Identify key performance predictors (KPPs) including customer defection and outcome of particular customer interactions </li></ul></ul><ul><ul><li>Prioritize customer programs as part of real-time decision processes </li></ul></ul><ul><ul><li>View customer insights alongside key performance information through standard IBM reports, analyses and dashboards </li></ul></ul>
  23. 23. Sample Case Studies: Customer Intimacy <ul><li>Grow and Retain </li></ul><ul><li>“ The power and ease of use of PASW Statistics enables the AMR Consumer Research department to perform more research than ever before and deliver timely reports while maintaining a small, dedicated staff.” </li></ul>Grow “ With SPSS, HSBC Bank USA effectively mines an ever-growing file of customer data, creating predictive models to uncover cross-selling and “roll over” sales opportunities.” Attract, Grow and Retain “ SPSS solutions add intelligence to our business ensuring efficiencies in pricing, marketing and reporting – something no company can afford to ignore in today’s business environment” Hong Juan Liu, R&D Analyst Premierline Direct
  24. 24. Customers Experience a Measurable ROI <ul><li>94% of customers achieved a positive ROI, average payback in 10.7 months </li></ul><ul><li>Over 90% of users attributed an increase in productivity to SPSS </li></ul><ul><li>81% of projects were deployed on time, 75% on or under budget </li></ul>“ This is one of the highest ROI scores Nucleus has ever seen in its Real ROI series of research reports” Rebecca Wettemann, VP of Research, Nucleus Research
  25. 25. Delivering Customer Value <ul><ul><li>Quickly capture and filter in real-time vast amounts of data on critical public health issues found through interviews, email and the Internet </li></ul></ul><ul><ul><li>Now able to better characterize diseases, identify risk factors and quickly assess medical needs of specific populations </li></ul></ul><ul><ul><li>Plot the expected course of outbreaks and plan responses for improved public safety </li></ul></ul>Center for Disease Control Improve Health Care and Patient Outcomes
  26. 26. Delivering Customer Value <ul><ul><li>Identify early indicators of customer churn using data collection surveys and data and text mining, tailoring direct marketing efforts as a result </li></ul></ul><ul><ul><li>100% improvement in churn detection and an initial reduction in actual churn from 19% to 2% </li></ul></ul><ul><ul><li>53% of its unsatisfied customers became company promoters </li></ul></ul>Cablecom GmbH Reducing Customer Churn
  27. 27. Delivering Customer Value <ul><ul><li>Identify and predict crime patterns through timely analysis of incident reports, tips and service calls </li></ul></ul><ul><ul><li>Can now pinpoint “hot spots” and place tactical units where they are needed most </li></ul></ul><ul><ul><li>20-30 % decrease in violent crime and homicides in a 12-month period </li></ul></ul>Richmond Police Department Predict and Prevent Criminal Activity
  28. 28. Delivering Customer Value <ul><ul><li>Real-time claims scoring solution to determine whether claims are legitimate and qualify for immediate approval or are potentially fraudulent and should be further investigated </li></ul></ul><ul><ul><li>Cut referral time from 14 days to less than 24 hours on Special Investigation claims </li></ul></ul><ul><ul><li>Identified and addressed subrogation claims at twice the speed – from 26 to 10 days </li></ul></ul><ul><ul><li>Infinity Property and Casualty Corporation </li></ul></ul><ul><ul><li>Reducing Fraud </li></ul></ul>
  29. 29. SPSS, an IBM Company Enables Next-Generation Decision Making <ul><li>A leading provider of predictive analytic software, services and solutions with 40 years of experience and a broad customer base </li></ul><ul><li>Enables decision makers across the organization to predict future events and proactively act upon that insight to drive better business outcomes </li></ul>From sense and respond… … to predict and act!