March Analytics Robot Madness

1
WHO PICKS NOTRE DAME?
#FearBigData #FearTheRobot
2015 ClientXClient LLC. www.clientxclient.com. 908.542.1134 Share & Enhance & Share mrh@customerworthy.com
March–Analytics-MadnessMonth
Don’tWasteThisTeachingMoment:Analytics4Everyone
Allanalyticsshouldbeassimpleandinteractiveas
http://fivethirtyeight.com/interactives/march-madness-predictions-2015/#mens

Excellent interactive analytics example @538 –
Managers can’t help but ignore statistics – and go with heart and gut
*Point out that probabilities and statistics are directional (or picking winner would be easy…)
?
March – Analytics - Madness Month
Emotion & Irrational Thinking Influence Selection/Decisions

From cube to corner office – Use March Madness to explain how to use
analytics, big data, artificial intelligence, predictive modeling (and how not to)
Don’t Waste This Teaching Moment: Analytics 4 Everyone

?
ARE YOUR BUSINESS DECISIONS A
16 VS. 1 SEED?
OR
5 VS 12 SEED?
All analytics should be as simple and interactive as

Packaged answers don’t guarantee results –
Should/will managers act on directional information?
Is Outsourcing the Answer? Whose Money are You Spending?

Copyright Client X Client www.clientxclient.com 7
Or you could invest more in robots?
#FearTheAlgorithm #FearTheRobot
#FTEOptional
#BICulture

8
WHO PICKS WICHITA STATE?
#FearBigData #FearTheRobot

Copyright Client X Client www.clientxclient.com 9
Are You Ready for AI?
#FearTheAlgorithm #FearTheRobot
UNC!!!
Are you prepared to act?

Overview
We help clients:
 Understand the value and potential of each
customer, in order to monetize, prioritize and
optimize customer relationships
 Connect company goals to customer
performance for unprecedented competitive
advantage and unmatched planning, execution
and forecasting
 Enable every decision-maker to make better,
more profitable decisions
 Deliver satisfying, differentiating, profitable
experiences to each customer
Expertise:
 Customer Value
Optimization
 Business Intelligence
 Customer Experience
Management
 Marketing Technologies
 CRM
 Sales
 Customer Operations
 Segmentation
 Database Marketing
 Customer Profitability
 eMarketing
 Measurement Systems

Client x Client delivers products and services focused on increasing
revenue per customer.
What We Do
Customer Experience: Helps companies understand
their customer’s experiences; identifies revenue growth
opportunities, risks; uncovers strategy, service, process
and technology gaps
Customer-Centric Business Intelligence: gives
companies ability to – quickly and easily – make data-
driven decisions about every aspect of marketing, sales,
service and operations
Customer Analysis: Helps clients evaluate & measure
strategies and tactics with emphasis on customer potential
and optimal customer value
Customer Information Technologies: Helps clients
leverage customer information assets through design of
advanced business intelligence, database, marketing
automation, web, sales and customer service technologies
Training: Helping clients build the skills necessary to
create and deliver optimized customer experiences.
Consulting: Crafting customized solutions to help clients
navigate business challenges.
 Customer Experience Assessments & Roadmaps
 Experience Analysis, Design & Implementation
 The Customer Experience Matrix
 Business Intelligence Tools & Performance Dashboards
 Automated Management & Operational Reporting
 Exec Decision Systems & Marketing Performance Analysis
 Technology Inventories & Roadmaps
 Vendor Analysis & Selection, Contract Negotiation
 Technology Implementations
 Database Design, Enhancement, Hosting
 Customer Strategy Facilitation
 Executive Management Customer Culture Coaching
 Marketing, Sales & Service Training
 Training for Specific Tools, Performance Simulation
 Modeling, Segmentation, Multi-Channel Analytics
 Profitability, Lifetime Value
 Customer Value Optimization
 Strategy, Process, Technology, Human Performance,
Marketing, Analytics

Customer Performance Assessment and Customer Performance Pilot are two
good ways to get started – low investment with high return.
Quick & Monetized
Customer Performance Assessment
 2 week assessment led by team member with
marketing, sales and service experience
 Executive interviews, marketing, sales and
service interviews; technology audit; customer
perspective review; web site and marketing
review (optional competitor review)
 Reviews of customer infrastructure: channels,
processes, technologies, resources; lead to
conversion process assessment;
communications, customer information and
infrastructure; reporting
 Current State vs. Optimal analysis (answers what
is the ROI? Where should we spend?), Straight
forward opportunity and risk assessment,
strategy, tactics, technology, metrics and human
performance recommendations
How To Start
Customer Performance Pilot
 Strategic Planning Session for
Information Management
 Consolidation of customer, prospect,
product, transaction data across all
channels
 Key Performance Indicator (KPIs) Audit
 Decision Maker Dashboards: Executive
Management > Delivery Managers >
Product Managers > Service &
Operations Management
 On-site findings walk thru & interactive
discovery sessions
 Training & support to feed and
empower self-sufficient customer
performance culture

What three questions,
if answered,
would change
the way you run your
business?
Outcome + Audience Centric Analytics
Copyright Client X Client www.clientxclient.com mrh@customerworthy.com 908.350.3012

Internet of Things & Digitization Monetized
Michael R Hoffman revenue growth and innovation
consultant for technology aggressive companies from
start-ups to Fortune 100.
Hoffman’s Client x Client delivers leadership advisory for
analytics strategy and culture transformation, customer
strategy and customer analytics.
Cell
908.350.3012
CALL 908.350.3012 email MRH@customerworthy.com

March Analytics Robot Madness

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