As more and more data are been collected across an organization, it becomes important to know how to manipulate all those data and to be knowing if we are or not capturing the right data that would allow one to take wise business decision. This presentation is an overview of what solution have we been able to come up with to tackle the challenge of Customer Experience

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Customer Intelligence
Build deeper and more effective customer relationships
Pascal Ly
Head of Digital Customer Experience
@pascal_ly_
/in/pascally

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Confidential Property of Schneider Electric
90% of world’s data has been generated in the last 3 years
Less than 1% of the world’s data has been analyzed
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
Confidential Property of Schneider Electric
Millions of accounts created in our ecosystem
>Huge amount of valuable information is been untouched and not been analyzed in a way to better serve our customers
>Today, we are missing a unique single view of our customer shared across the organization
Huge amount of silo data base capturing information of our customers
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
Combining all the different relevant information we have about our customers stored in different database and make it become actionable insights for our Sales and Marketing through data visualization
>As more and more data is collected and analyzed, decision makers at all levels welcome data visualization software that enables them to see analytical results presented visually, find relevance among the millions of variables, communicate concepts and hypotheses to others, and even predict the future.
Visualize all our customer data in one view
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
What is data visualization in a snapshot
Allows
Can’t do
>Combine all different sources of information
>See unseen patterns and connections
>Communicate information clearly and effectively through graphical means
>Representation and interactions
>Close gaps if data are not existing
>Create new set of data
>Update data at the data source
>Think in place of the analyst
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
Holistic data to view all relevant business indicators for action
Textual
Visual
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
Key users in charge of generating business
Business VP/Head
Operational Marketer
Business Development
Sales Manager
Business Data Analyst
Focus on users that understands the business need and put concrete action in place to improve the customer experience
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
>Without the right information the only insight we will have is about our data gaps.
Garbage in – garbage out Our analysis will be as good as are our data
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
Formalize business requirement
Vendor Search
RFP and RFQ
Proposal evaluation and vendor selection
Contract negotiation
>Work with people that can understand our culture, able advising, be trustable and reliable to achieve success together.
Collaborate with the optimal vendor
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@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
Choice of potential vendors
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
What would make this project a success
Enablers
>Business are more agile than IT
>Start with a narrow scope
>Easy to start with and to understand
>More relevant customer data from their point of view
Roadblocks
>Business and culture are the main road block: be proactive
>Business need support of someone who can understand the business, do the analysis and can clearly communicate
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
“Requiring guideline and skills to run” – Business VP
“One need to be precise with the outcome before executing” – CEO
“Can help to generate new business with concrete action plan” – Business VP
>The field of possibility are broad if we leave it totally open
What to do with visualization once in hand?
@pascal_ly_ /in/pascally

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Confidential Property of Schneider Electric
Quick access at your fingertips, small enhancement for maximum effect
@pascal_ly_ /in/pascally

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©2014 Schneider Electric. All Rights Reserved. All trademarks are owned by Schneider Electric Industries SAS or its affiliated companies or their respective owners.

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Confidential Property of Schneider Electric
Photo credits
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Page 4: http://www.thefreelancecopywriter.co.uk/how-to-brief-a-copywriter/
Page 6: Sygic ©
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