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"Customer Leadership"

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"Customer Leadership" uses Big Data analytics and insight to drive leadership, organization and branding decisions and actions - all aimed to improve customer products, services, experience, satisfaction and loyalty.

A presentation given to the University of Leeds Customer Data Research Centre (CDRC) Symposium, on January 8th, 2015, at the Royal Society, London

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"Customer Leadership"

  1. 1. © mick yates 2015 page 1 big data & its application customer leadership mick yates / LeaderValues Visiting Professor, University of Leeds
  2. 2. © mick yates 2015 page 2 “Big Data is like teenage sex; everyone talks about it, nobody really knows how to do it, everyone thinks everyone else is doing it, so everyone claims they are doing it.” Dan Ariely, Duke University Director of the Center for Advanced Hindsight © mick yates 2015 page 2
  3. 3. © mick yates 2015 page 3 5 exabytes © mick yates 2015 page 3
  4. 4. © mick yates 2015 page 4 source: Qmee
  5. 5. © mick yates 2015 page 5 “errors using inadequate data are much less than those using no data at all” Charles Babbage, inventor and mathematician © mick yates 2015 page 5
  6. 6. © mick yates 2015 page 6
  7. 7. © mick yates 2015 page 7 Gartner / IBM
  8. 8. © mick yates 2015 page 8 tiny data + unstructured data = big data =
  9. 9. © mick yates 2015 page 9 SAP Experience Centre
  10. 10. © mick yates 2015 page 10 SAP Experience Centre
  11. 11. © mick yates 2015 page 11
  12. 12. © mick yates 2015 page 12 the technology to develop insight is hard but manageable and cheap … … the real issue is DOING something about the insight © mick yates 2015 page 12
  13. 13. © mick yates 2015 page 13 innovation networks strategy one
  14. 14. © mick yates 2015 page 14 seekers and solvers © mick yates 2015 page 14
  15. 15. © mick yates 2015 page 15
  16. 16. © mick yates 2015 page 16 customer centricity strategy two
  17. 17. © mick yates 2015 page 17
  18. 18. © mick yates 2015 page 18 market push
  19. 19. © mick yates 2015 page 19 customer “pull”
  20. 20. © mick yates 2015 page 20 a fair exchange © mick yates 2015 page 20
  21. 21. © mick yates 2015 page 21 the customer “data journey”
  22. 22. © mick yates 2015 page 22
  23. 23. © mick yates 2015 page 23
  24. 24. © mick yates 2015 page 24
  25. 25. © mick yates 2015 page 25 social aggregation
  26. 26. © mick yates 2015 page 26 social curation
  27. 27. © mick yates 2015 page 27 social advocacy
  28. 28. © mick yates 2015 page 28 brand
  29. 29. © mick yates 2015 page 29 you OWN all of YOUR data
  30. 30. © mick yates 2015 page 30 governance
  31. 31. © mick yates 2015 page 31 policy
  32. 32. © mick yates 2015 page 32 tests
  33. 33. © mick yates 2015 page 33
  34. 34. © mick yates 2015 page 34 customer leadership
  35. 35. © mick yates 2015 page 35 envision strategy enable change empower people energize success 4E’s leadership framework - mick yates
  36. 36. © mick yates 2015 page 36 4E’s leadership framework
  37. 37. © mick yates 2015 page 37 envision a customer centric enterprise • clear strategic choices • create a case for change that inspires people • define an alternative and viable future state 4E’s leadership framework
  38. 38. © mick yates 2015 page 38
  39. 39. © mick yates 2015 page 39
  40. 40. © mick yates 2015 page 40
  41. 41. © mick yates 2015 page 41 accountable care http://www.medicity.com/aco.html © mick yates 2015 page 41
  42. 42. © mick yates 2015 page 42 enable Big Data operations • create the right organization shape • use the right tools & technology • put change agents in place • create a transition program 4E’s leadership framework
  43. 43. © mick yates 2015 page 43 http://www.californiareport.org/archive/R2013090616 30/b predictive policing “PredPol” software takes crime data and generates maps – earthquakes and crime (mathematically) work in similar ways (with aftershocks) © mick yates 2015 page 43
  44. 44. © mick yates 2015 page 44 big models
  45. 45. © mick yates 2015 page 45 small models
  46. 46. © mick yates 2015 page 46 empower everyone to act on Big Data • personalise the execution • hire, train, engage the right employees • execute a symbolic end to the status quo • build options to deal with resistance 4E’s leadership framework
  47. 47. © mick yates 2015 page 47© mick yates 2015 page 47
  48. 48. © mick yates 2015 page 48 energize as a Big Data leader • constantly advocate the change – and use the data • create a locally owned rewards plan • walk the talk … 4E’s leadership framework
  49. 49. © mick yates 2015 page 49 the CEO’s job is not to understand Big Data… … it’s to understand his or her business, and then know what question to ask © mick yates 2015 page 49
  50. 50. © mick yates 2015 page 50 customer leadership mickyates www.mickyates.com www.leader-values.com

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