Chris Stanley, Virtusa, discusses some of the issues surrounding information in a business and in particular, the impact that Big Data is having. You can here the whole of Chris's Presentation in an audio recording in an edition of the Six Minute Strategist Podcast at http://jbdcolley.com/virtusa. Claim your Free Six Minute Strategist Six Minute Audit at http://jbdcolley.com If you would like to discuss with me how we can assist your business, please email me at john.colley@iafcapital.com or call me on my UK cell phone +44 7813 672 612

1. Are you listening to your Data?
Overcome Information Challenges to Improve
Customer Experience
Christopher Stanley
Senior Director – Europe EIM Practice Head
Virtusa Corporation
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2. Topics
• What are some of the Information Challenges faced by
Companies Today? Why do they still exist?
• What are some of the Big Data challenges and opportunities?
• How can effective Information Management help with these
challenges?
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3. Companies are Focused on Improving Business Outcomes
Business Outcomes
• Improve Revenue
• Improve Customer Service
• Differentiate Products
• Leverage upsell and cross
sell opportunities
• Reduce Costs
• Manage Risk, Regulation &
Compliance Drivers
• Make decisions based on
information
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4. However… They are Facing Many Information Challenges
Information Challenges Business Outcomes
• High Data Complexity & • Improve Revenue
Volume • Improve Customer Service
• Unclear Requirements • Differentiate Products
• Different levels of • Leverage upsell and cross
Granularity sell opportunities
• Data Governance • Reduce Costs
• Obsolete Data • Manage Risk, Regulation &
• Social data rarely leveraged Compliance Drivers
• Insufficient Standardisation • Make decisions based on
• Inadequate technology information
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5. However… They are Facing Many Information Challenges
Information Challenges Business Outcomes
• High Data Complexity & • Improve Revenue
Volume • Improve Customer Service
• Unclear Requirements • Differentiate Products
75% of leading companies are
• Different levels of • Leverage upsell and cross
Granularity
incapable of creating a unified view
• Data Governance
sell opportunities
• Reduce Costs
of their customer
• Obsolete Data • Manage Risk, Regulation &
Source : It's really (almost) all about the data: Optimizing loyalty initiatives By Michael Lowenstein, CPCM, Managing
• Social data rarely leveraged
Director, Customer Retention Associates
Compliance Drivers
• Insufficient Standardisation • Make decisions based on
• Inadequate technology information
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6. A Business Scenario we often see
Multiple Consumers
Mobile
Web Social
Call Centre Solutions
Networks
Multiple Service
Channels
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7. A Business Scenario we often see
Multiple Customers
Mobile
Web Social
Call Centre Solutions
Networks
Increasing
Increasing Volume
Complexity Increasing
Variety
Multiple Data Sources
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8. A Business Scenario we often see
Multiple Customers
Mobile
Web
..and drives Manual Social
Call Centre Solutions
Data Capture Networks
…leads to inefficient
Processes…
The resulting Data
Fragmentation …
Multiple Data Sources
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9. A Business Scenario we often see
Multiple Customers
Mobile
Web Social
Call Centre Solutions
Networks
Increasingly
Increasingly
Un-Managed
Un-Sustainable
Multiple Data Sources
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10. A Business Scenario we often see
Multiple Customers
Mobile
Web Social
Call Centre Solutions
Networks
Results in Unhappy
Drives Inconsistent
Customers
Customer Handling
Information not
Readily Available
Multiple Data Sources
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11. A Business Scenario we often see
Why do these
Challenges Still
Exist?
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12. Why Do These Challenges still Exist?
Lack of Business Sponsorship – Sponsors change, Significant Investment
Limited Knowledge Sharing - Particularly within multiple subsidiaries
Mergers & Acquisitions - Integrating People, Processes & Technology
EIM Architecture & Strategy - If it exists, not consistent across Groups
Data Archiving - “I don’t want to reduce my marketing contact base”
Converged Services - Technology focused not People & Process focused
Technology Implementations – Should be Platform focused, not piecemeal
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13. The landscape is also changing…….
The New World Order is Here…..
• 6B mobile users • 50m tweets/day • Netflix • Google 24PB/day
• 10.9B Apps • 800m on • YouTube • Facebk 12TB/day
Downloaded FaceBook • Pandora/Spotify • NYSE 1TB/day
• $7B in mobile • 120m on LinkedIn • Google Docs • eBay 50TB/day
payments • 4 out of 5 internet • DropBox • Walmart 100TB
• 8T text messages users on Social • Carbonite
Mobility Social Cloud Big Data
New ways of working, New ways of consuming services
Source: MobiThinking 2012
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14. Everyday we create 2.5 quintillion bytes of data: 90% of
the worlds data has been created in the last 2 years alone
iPhone vs ENIAC
• 200,000 times lighter
• 400,000 times more
powerful
• 29,000 times cheaper
• Datasets are growing so large that they are awkward and costly
to manipulate with traditional EIM toolsets
• 56% of executives are overwhelmed by data, 62% admit to an
“Insight Gap”
Source: Avanade Research: Impact of Big Data, Nov 2011; Cowen Report: A new breed of Database Vendor
July 2011
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15. The Opportunity for “Big Data”
• Find insight in new and
emerging data types
• Segmenting Customer base
to customise next actions
• Supporting the automation
of Human & Process
decision making
• Enable more innovation for
new products and services
Source: Mckinsey - Big Data The Next Frontier for innovation, competition and productivity
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16. How do you……..
• Understand and Exploit “Big Data” when it
comes in an Unstructured Format, such as text,
video, social media
• Capture the Most Important Data as it happens
and deliver that to the right people at the right
time
• Store, Organise, Optimise & Exploit “Big Data”
given its size and our computational capacity
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17. Information Has A Lifecycle – It Needs To Be Managed
Business Outcomes > Information Needs
5. Archived & Disposed
1. Defined, Created or
Captured
The
4. Exploited
Information
Lifecycle
Business Benefits are
2. Organised
However….
driven from here
You need to invest here
3. Stored
Information Information Information Information Information Information Information
Requirements Governance Architecture Quality Management Security Exploitation
Analysis Principles Migration Verification Definitions Standards Abstraction
Modelling Standards Storage Profiling Master Data Procedures Architecture
Validation Policies Access Cleansing Transaction Data Permissions Warehousing
Ownership Archiving Monitoring Meta Data Compliance Reporting
Stewardship Retirement Compliance Controls KPIs
Taxonomy Traceability Audit
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18. Information Has A Lifecycle – It Needs To Be Managed
Business Outcomes > Information Needs
5. Archived & Disposed
1. Defined, Created or
Captured
The
4. Exploited
Information
Lifecycle
2. Organised
3. Stored
Information Information Information Information Information Information Information
Requirements Governance Architecture Quality Management Security Exploitation
Analysis Principles Migration Verification Definitions Standards Abstraction
Modelling Standards Storage Profiling Master Data Procedures Architecture
Validation Policies Access Cleansing Transaction Data Permissions Warehousing
Ownership Archiving Monitoring Meta Data Compliance Reporting
Retirement Compliance Controls KPIs
Technology is the Enabler
Stewardship
Taxonomy Traceability Audit
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People and Process are the critical components

19. A Business Scenario we often see
Multiple Customers
Mobile
Web Social
Call Centre Solutions
Networks
Multiple Data Sources
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20. Unifying Customer Experiences through Effective
Information Management & Converged Solutions
Multiple Customers
Mobile
Web Social
Call Centre Solutions
Networks
Unified & Consistent Experience
Effective Process Management
Effective Information Management
Multiple Data Sources
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21. Summary
• Significant information challenges still exist in organisations
today
• Ever increasing data complexity and volume magnify the
challenges and lead to inconstant customer experiences –
affecting Business Outcomes
• Managing your information more effectively really can help
differentiate you from your competition
• This is a business problem, however an effective technology
platform is the Key enabler
• People & Process enabled by effective technology
• We specialise in helping our clients make the most of the
information that they have to improve business outcomes
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22. What sort of a company are we
• Heritage of Engineering & Innovation
• We started 16 years ago engineering Data Integration and Content
Management software for our clients. We build Enduring Software
Platforms
• Unique Product Development and Full Life Cycle Experience
• A different heritage to most SI organisations
• Partnership and Attention: We are “Right Sized”
• We are not too big, nor too small
• We will bring committed Executive Management attention at all levels
• Client Delight Index: Key Measurement through Transparency
• Teams are compensated on CDI, Client Success is Mandatory and we are
incentivised
• Industry recognised expertise in building platforms & applications
• Forrester rates us as a leading application platform SI
• Ability to bring re-usability and automation to disrupt scale and enhance
efficiency
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23. Come and Visit our Booth
• We would be delighted to discuss your Scenarios in more detail
over Lunch or during the afternoon
• We are at Booth 6
• Come and visit us and see how we can help you “Listen to
your Data more effectively”
• Come and ask any Questions that you may have
• Thanks for your attention
Christopher Stanley
Senior Director - EMEA EIM Solutions Head
Email: cstanley@virtusa.com
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