Digital Customer Strategy & Big Data
•Download as PPTX, PDF•
0 likes•585 views
In this presentation I talked about the Digital disruption and the use of Big Data to tackle it.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Similar to Digital Customer Strategy & Big Data
Similar to Digital Customer Strategy & Big Data (20)
Recently uploaded
Recently uploaded (20)
Digital Customer Strategy & Big Data
- 1. Digital Customer Strategy Cenk Sezgin @cenksezgin
- 2. Agenda
- 4. What is pattern analysis
- 5. Why we do what we do today Mountains of data
- 7. It was a flat world
- 8. Excercise • A pie has 3 Dimensions • Draw a birthday pie and cut it in maximum number of pieces • Pie’s form can be anything
- 9. Marginal cost to serve approaching to 0. What is Digitalization ?
- 10. You can have any color you want, as long as it’s Black.
- 11. Power to Consumer Today we have a special offer personalized just for YOU. You can use your special discount with this code:cs2016
- 12. How
- 14. History of Communication It didn’t change much..
- 15. Old Business Process + Expensive New Technology = Expensive Old Business Process
- 16. Shift in way of doing things • Conventional way of doing business • Long planning processes • Canceling program if fails • Not feeding the learning output
- 17. From Lean Startup Methodology • Act like a startup • Create fast learning cycles • Learn and iterate • Accelerate feedback loop
- 18. Bi-Modal IT Reliability Goal Agility Price for performance Value Revenue, brand, customerexperience Waterfall, V-Model, high-ceremony IID Approach Agile, Kanban,low-ceremony IID Plan-driven, approval-based Governance Empirical, continuous, process- based Enterprise suppliers,long-term deals Sourcing Small, new vendors, short-term deals Good at conventional process, projects Talent Good at new and uncertain projects IT-centric, removed fromcustomer Culture Business-centric,close to customer Long (months) CycleTimes Short(days, weeks)
- 19. Creating a Learning Organization in Digital • Act like a startup • Discover Insights, act fast easily • Time-to-market in digital channels • Accelerate feedback loop • Self-learning offers by customer history and behaviour • Learn and iterate
- 21. What
- 22. What to do? • Board Room Agenda • Way of doing business - processes needs to change • Sometime you need to change people • You definitely need new technology • Capability to provide a good Digital Experience has become a Unique Value Proposition
- 23. Analytic Data Platforms Designed for Digitalization Self-learning & Decisioning Platform
- 24. Some Use Cases
- 25. One from Turkey, HOPİ
- 26. Information is internal only. Do not distribute. An offer ending is the most common event before the end of the save window. Network issues and plan changes were also common end events. 6 events prior 5 events 4 events 3 events Churn Save Window
- 27. Information is internal only. Do not distribute. All Normal Client Transfers to Agent – Change IVR
- 28. Items Bought Together : by Category (1 Year Period) Category A Category D Category B Product Z Product X Product Y Category C
- 29. Tres-leches Strategic - Technology - Processes
- 30. Q & A
Editor's Notes
- The team used nPath and Graphgen (sigma) visualization functions to analyze consumer buying behaviors, by campaign, region, store, month and demographic, over multiple years. The transaction fact table analyzed was over 22 billion rows. Each row is identified by a customer transaction ID (basket) , customer ID and the item. The sigma graph is purely data driven based customer buying behavior. Products naturally cluster into categories. For the first time the client was able to validate what products and categories “naturally” attract to each other based on customer behavior. The client can explore a customers’ trip type ( e.g. special occasion trip , a stock-up trip , seasonal trip) overtime and proactively make customized recommendations prior to the customers next shopping trip. Operationalizing theses insights are described in the next few slides.