THE FUTURE OF THE DATA ANALYTICS LIFE CYCLE. Ronald van Loon

Transcription

1 THE FUTURE OF THE DATA ANALYTICS LIFE CYCLE Ronald van Loon

2 80% By 2020, 80% of the buying process will occur without any human interaction. Source: Gartner and Forrester Research

3 The entire, complete image of the constellation within space Environment = space = the customer experience Point between stars = interaction between organization and customer Brand touchpoints = individual stars

4 Moving Towards The Future of Data Analytics Facial Detection and Recognition Calista Flockhart Source: gigaom.com`/facebook

5 Moving Towards The Future of Data Analytics Fraud Detection

6 Moving Towards The Future of Data Analytics Targeted Ads

7 Moving Towards The Future of Data Analytics Augmented Intelligence Applications

8 Moving Towards The Future of Data Analytics Cognitive Computing Architectures to Anticipate Customer Interaction

9 Moving Towards The Future of Data Analytics Enhanced Vehicle Safety Source: SAP

10 Moving Towards The Future of Data Analytics Self Driving Vehicles Source:

11 Moving Towards The Future of Data Analytics Data Source web User Searches User form Tickets Alert Issues and solution Log Data Artificial Intelligence Source: Logz.io Artificial Intelligence will Transform IT Operations and DevOps

12 Case: Understand & Predict Store Performance Source:

13 Case: Physical Customer Journey Analysis Source:

14 How to improve customer experience? How to become data driven? How to derive value from data?

15 Omni channel customer journey insights ivr sales ivr account overview Web product details Ivr main menu Agent sales Ivr add product Web product det. campaign campaign Mobile marketing Agent transfer Web marketing Agent 1 billing Mobile shopping Agent product info Chat product details Web product details Agency product offer Agent 2 sales Agent product info Web application Agent sales process Agent sales 2 Source: ClickFox Added product

16 >70% of all Companies still work a silos based approach or Movements of truth WEB IVR AGENT STORE MOBILE To customer journey events across time and channels Moving From Traditional Customer Service to Modern Multi-Channel Customer Journey Events ONLINE FAQ IVR TEAM ISSUE TECH AGENT STORE FOR PHONE UPGRADE ACTIVATION APP Source: ClickFox

17 Agile Teams Capability, Resourcing, and Processes Customer mission WHAT Coordination Multi disciplinary teams Reduce Churn Marketing Product Managment Formula Managment Data Analysis User Experience IT Source:

18 An Agile Way of Working to Derive Value From Data Customer mission WHAT Coordination Onboarding Marketing Product Managment Formula Managment Data Analysis User Experience IT Reduce Churn Marketing Product Managment Formula Managment Data Analysis User Experience IT Other customer mission Marketing Product Managment Formula Managment Data Analysis User Experience IT Source: Data & Analytics Same Discipline HOW Coordination

19 The General Data Protection Regulation Today Companies in control of client data 2018 Customer in control of their data + + Data base Companies Data base Customer Effective 2018 Throughout European Union Source: 19

20 Maturity Phases Moving from an Information Foundation to a Cognitive Interaction Natural Language Learning Rules Reasoning COGNITIVE Context Specific Usage RDBMS Information ECM Data Platforms Standard Reports Ad Hoc Reports Drilldown Query Alerts Forecasting Predictive modelling Statistical analysis DESCRIPTIVE Optimization PREDICTIVE PRESCRIPTIVE INFORMATION FOUNDATION Source: IBM developerworks Natural, Intuitive or Automated Interaction

21 TRADITIONAL TOOL BASED APPROACH CREATION & COLLECTION PROCESSING & STORAGE UTILIZATION Analytics Applications Omni-channel reporting Marketing Applications ANY SOURCE Source: DATA & ANALYTICS OPERATIONS ANY APPLICATION Mining & Advanced Analytics Applications

22 TRADITIONAL TOOL BASED APPROACH CREATION & COLLECTION PROCESSING & STORAGE UTILIZATION DATA PREPARATION FRAMEWORK Demand driven purpose CONTROL specific data pre-processing. compliancy monitoring. quality PORTABLE monitoring. (predictive) modelling. Analytics Applications Omni-channel reporting Marketing Applications ANY SOURCE Source: prescriptions. COMPLIANT self-controlled storage. DATA & ANALYTICS OPERATIONS Mining & Advanced Analytics Applications ANY APPLICATION

23 Governance Monitoring Automated Order Validation Online Transaction Monitoring FINANCE Media Optimisation Churn reduction Marketing Automation MARKETING Conversion Optimisation Segmentation & Targeting Personalisation& Recommendations Fraud detection DATA Complaints Prediction OPERATIONAL EXCELLENCE Etc. Stock Management Etc. Data analytics Data governance Data management Data visualisation Data science Call Deflection Innovation Process Optimisation CUSTOMER JOURNEYS Employee Lifecycle Management OPERATIONS TECHNOLOGY Automation Recruitment Infrastructure Matching Predictive Maintenance Product Development Source: Resource Planning Performance

24 Becoming Data Driven To Stay Relevant to the Customer and Efficiently Utilize Data How to start tomorrow Start improving 1 important customer journey with 2 to 3 data sources Split data collection and application Start with multi disciplinary team including data analyst Start with insights to move step by step to predictive

25 How are you integrating data towards better customer experience? Let me know your story Call/SMS me for an Inspiration Session today Contact me today by phone Ronald van Loon Mobile Connect with me on LinkedIn or ronald.vanloon@adversitement.com