Analytics Community. Reaping Financial Rewards With Big Data Finally! Niren Sirohi, Ph.D. Partner, Data Science & Consulting iknowtion
|
|
- Melinda Anderson
- 6 years ago
- Views:
Transcription
1 Analytics Community Reaping Financial Rewards With Big Data Finally! Niren Sirohi, Ph.D. Partner, Data Science & Consulting iknowtion We will be starting at the top of the hour. You will not hear anything until we start.
2 Analytics Community Stay ahead of the competition gain access to advanced analytics techniques and strategies with the 2015 DMA Analytics Journal. Grow your personal brand submit an article or reserve advertising space for the 2016 Analytics Journal. Learn and network attend DMA s 2016 Marketing Analytics Conference in Austin, Texas June Increase your visibility sponsorship opportunities for every company and budget. Get published submit an article as part of the Analytics Advantage Blog Series.
3 Analytics Community Solve a tough nut participate in our annual Analytic Challenge. Establish yourself present a relevant topic or case study to a group of analytics professionals. Build your resume volunteer on our leadership council and assist in content planning and promotion. Contact Laura Gigliotti at lgigliotti@the-dma.org or to learn more and get involved!
4 Today s Presenter Niren leads iknowtion s Global Data Science Practice and Customer Insight Center Niren Sirohi, Ph.D. Partner, Data Science & Consulting iknowtion 4
5 iknowtion Overview We apply advanced analytic techniques to help our clients uncover often-hidden insights that solve business problems and drive results Leverage a wide variety of data assets and analytics to improve decision making and drive business value Extensive expertise in: Customer/Marketing/ Product analytics Big Data analytics CX management Omni-channel interaction Voice of customer analytics Highly experienced global staff of 100+ associates with expertise across many vertical industries; focus on driving sizable and enduring business value through customized and automated processes for the Fortune
6 Customer Insights Solutions Customer Value Management Connected Customer Insight CX Optimization Omni-Channel Interaction Management 6
7 Solutions Powered by Customer Insight Center State of the art analytics expertise, ready to use cloud infrastructure, and proven tools and analytic assets, available as a service Big Data Lab to accelerate identification of practical applications of Big Data and advanced analytics Best of breed tools and techniques to integrate, visualize, and assess the value of digital (social, mobile, voice, text, web) and offline data Custom built predictive and prescriptive self-learning algorithms for key business KPIs Analytic platform enables high volume data ingestion, real-time insights / scoring and work flow orchestration
8 Big Data is Everywhere 8 Every 2 days we create as much information as we did from the beginning of time until Eric Schmidt The boom of IoT means that the amount of devices connected to the internet will rise from about 13 billion today to 50 billion by Cisco Every minute we sent 204 million s, generate 1.8 million Facebook likes, send 278,000 Tweets, and up-load 200,000 photos to Facebook Today's data centers occupy an area of land equal in size to almost 6,000 football fields Source: Advanced Performance Institute, Gartner
9 ROI? 55% of organizations identify determining how to get value from big data as among the top 3 hurdles Gartner 15 9
10 Big Data Applications Show Promise Analysis of employee data including that collected with smart badges to improve performance. Bank of America reportedly improved performance metrics by 23% and decreased stress levels by 19%, simply by allowing more staff to take their breaks together. Predictive analytics system deployed on Hadoop to analyze operational data in real-time to detect network issues before they occur 20,000 variables and 50,000 constraints analyzed to determine the optimized game schedule to maximize profit The algorithm analyzes 2400 factors from 330,000 commercial and public buildings to determine a fire risk score. Has attained 70% success in proactively identifying fire hazards in buildings 10 Source: Advanced Performance Institute, Gartner, itnews
11 11 Big Data Landscape is Overwhelming!
12 12 Where does one begin?
13 Effectively Acting on Big Data is a Multi-step Journey Develop Strategy and Prove the Value Identify a few big ideas and use cases for leveraging big data Design the pilots focused on clear business goals and outcomes Develop roadmap and strategy Build Capabilities and Implement Collect requirements from different stakeholders who would value from Big Data insights Develop capabilities (people, process and infrastructure) to collect, analyze, share, respond and act on Big Data Accelerate Impact On-Going Identify test and learn opportunities Launch, measure and refine Big Data programs Add additional data sources and stakeholders Refine capabilities 13
14 Set up a Big Data Lab in Step 1 of the Journey Run outcomes focused pilots that deliver Quick Wins to demonstrate the value of Big Data technologies, analytics, and strategy from both an IT and business perspective Create Proofs-of-Concept that shows how Big Data thinking can be integrated into the existing enterprise, both from an IT architecture and business process perspective Serve as a Big Data Innovation Center within the company for Big Data and analytics skillbuilding, and for testing new technologies and Big Data applications Cost Effective, Low Risk approach to evaluating Big Data and their applications Rapid prototyping enables incremental payoffs and continuous learning 14
15 15 Investments Required
16 People Skills Required Ask good questions Decision makers C suite access and influence Focus on strategic objectives Business High performance computing Open source experts Hadoop and Spark expertise AWS expertise Technology Advanced Analytics Machine Learning Statistical Analysis Algorithm design at scale Feature engineering Breadth and depth of analytic tool knowledge 16
17 Representative Tech Stack CUSTOMER TOUCHPOINTS ENTERPRISE APPS Call center CRM ebiz Real-time / Batch Via Web services Custom SI Business Systems Action Orchestration Reporting and Visualization BizTalk(MS) Tableau, DataMeer Scoring Event Processing Zementis Predictive & Prescriptive Analytic Engines Exploratory Data Analytics Data processing, Data and signal storage Data ingestion, cleansing, clustering, enrichment Custom Tableau, DataMeer Mongo, Infochimps, Hadoop Infochimps, Clarabridge, Nexidia CUSTOMER TOUCHPOINTS ENTERPRISE APPS Call center CRM ebiz Real-time / Batch Via Web services Custom SI 17
18 Design Pilots with Increasing Levels of Maturity Analytics Prescriptive Predictive Descriptive Batch, offline Near time Real time Big Data Application Maturity Structured Semi-Structured Un-structured Decisions Data 18
19 Example: Incorporate Unstructured Data Unstructured data drives more meaningful insights and explains why customers have certain attitudes / perceptions about your brand Depth of Insight Unstructured (Qualitative) Structured (Quantitative) Customer-Initiated Company-Initiated Representativeness of Feedback 19
20 Domain knowledge and Machine Learning for multi-level models transforms unstructured data into structured insights Illustrative Customer Service Problem Resolution Customer Support Rep Accessibility / Reaching Rep Phone Experience Branches (19) Knowledge / Helpfulness Troubleshooting Communication Skills Transfer / Hold Runaround Attitude Multiple Attempts Follow up Quality of Service Language Barrier Listening Reaching Right Person IVR Hold Time Transfers Leaves (111) Tier 2 Escalation Refunds / Discounts Speed of service Business Hours Real Person 20
21 Analysis of Unstructured Data Involves Text, Speech, and Contextual Data Across Channels Phone Speech Keywords and Topics Talk Over Analysis Emotion Detection Call Flow Analysis Misinformed Frustrating This is the 2 nd time I m calling Chat Social Media Text Keywords and Topics Sentiment Analysis Chat Response Time Social Buzz Dear DirectCom Online Service, I have a question about my most recent bill. l. I paid So the confusing full balance online in the amount of 47.61$ on February 16th. When I checked back the payment didn t t show up, and I was charged 50$ fee on top of that. This is not acceptable! The online ne payment confirmation number back the payment didn t dn t show up, and I was charged 50 and I was charged 50 and I was $ fee on top of that. This is not is Please verify and make sure I get the fee back to my account. This is not Sick the first and time tired I have a problem with the online payment. Best regards, Gina Lowell. Desktop Analytics Phone Survey Web Context Customer Demographics Interaction History Customer Feedback 21
22 Automotive CX Drivers A significant improvement in NPS (-29 to +70) is possible by making customer experience improvements Incremental NPS Changes by Making Driver Improvements 80 Structured 60 Unstructured Current NPS Problem Providing Best Hold Time Personal Resolution Help Effort Dealer Resolution Attempt Listening Courtesy Automated # of Consumer Final NPS Phone Ease of Affair contacts Use 22
23 Insights can be Incorporated into Predictive Models Unstructured data helps explain more of the observed variation when developing predictive customer behavioral models Observed Benefit by Model Deciles Illustrative Model Performance Variation explained by structured data only Variation explained by both structured and unstructured data Structured plus unstructured Structured only
24 Example Big Data Application Execute trades Positive comment on Facebook Adds money to brokerage account Story begins A week ago, high value customer Jack tried to watch a video on our website that failed to load Yesterday, Jack made a negative comment about our fund platform on our Facebook page 3:50 pm Jack placed a large sell order today that did not execute Real Time Listening Big Data Lab Jack is a high value, high risk customer who should get a call from his advisor: Acknowledge issues Offer free trades Ask for recommendation if satisfied Real Time Decisions ALERT! Wealth Management Advisor CRM Web Interactions Phone Call 4:00 pm...happy Ending 24
25 Summary It is more important to create value from Big Data, not just do Big Data Analytics Invest in a Big Data Lab before investing in large scale multi million $ Big Data tech platforms Create Big Data strategy around use cases that are business outcome driven Increase level of analytic maturity over time 25
26 Thank You Niren Sirohi, Ph.D. Partner, Data Science & Consulting x Revisit presentation highlights: #BigDataSuccess 26
27 The DMA Analytics Community thanks you for attending and invites your feedback and active participation! Next Webinar: Art of Targeting Wednesday, March 9 1:00-2:00 PM EST Register HERE
Alterna CX Customer Experience Management Solution Introduction Document
Alterna CX Customer Experience Management Solution Introduction Document August 2018 Alterna in brief End-to-end customer experience solution portfolio ALTERNA CX: SOFTWARE to manage and improve customer
More informationData Science Services from GE Digital. Unlock new business value from your industrial enterprise data
Data Science Services from GE Digital Unlock new business value from your industrial enterprise data How can you leverage your industrial data to drive powerful business outcomes? The Industrial Internet
More informationOmni-channel. How to Get. Right. Omni-channel Best Practices
How to Get Omni-channel Right Omni-channel Best Practices To successfully implement an omni-channel experience, brands and businesses need to ensure that the strategy: n Provides a consistent message across
More informationSALESFORCE ACCELERATORS: THE RESOURCES AND KNOW-HOW TO GET RESULTS FASTER
SALESFORCE ACCELERATORS: THE RESOURCES AND KNOW-HOW TO GET RESULTS FASTER Introduction Technology is the backbone of your company. But it can be tough to build and maintain IT expertise when team members
More informationGuide to Modernize Your Enterprise Data Warehouse How to Migrate to a Hadoop-based Big Data Lake
White Paper Guide to Modernize Your Enterprise Data Warehouse How to Migrate to a Hadoop-based Big Data Lake Motivation for Modernization It is now a well-documented realization among Fortune 500 companies
More informationTHE BUSINESS LEADER S GUIDE TO. Becoming a Social Business
THE BUSINESS LEADER S GUIDE TO Becoming a Social Business Introduction Customers expect personalized, one-to-one interactions whenever and wherever they interact with your brand and a growing number of
More informationWHITE PAPER. Integrated customer insights
WHITE PAPER Integrated customer insights Customer centricity is the new voice for brands the world over. Every brand will have online and offline customers, depending on the touch points they wish to deal
More informationTURN SOCIAL INSIGHTS INTO BUSINESS STRATEGY HOW TO GET STARTED WITH SOCIAL INTELLIGENCE
TURN SOCIAL INSIGHTS INTO BUSINESS STRATEGY HOW TO GET STARTED WITH SOCIAL INTELLIGENCE INTRODUCTION Social Intelligence all begins with listening; listening to your customers, the market, industry experts,
More informationYes, You DO Need Visual IVR Frequently Asked Questions
Frequently Asked Questions All rights reserved. No part of this document may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic
More informationVIA Insights: Telcoms CONNECT to Digital Operations
VIA Insights: Telcoms CONNECT to Digital Operations TELCOMS HAVE COME A LONG WAY FROM 2 CANS AND A STRING! CONNECTING friends, families and businesses using rotary phones to mobile phones telcoms have
More informationThe Connected Digital Experience: Why it s great for your customers and your business
The Connected Digital Experience: Why it s great for your customers and your business The challenge: Deliver throughout the customer lifecycle When Cisco meets with companies like yours, we continually
More informationNext Generation Contact Centre Solution Framework Whitepaper
Next Generation Contact Centre Solution Framework Whitepaper The key is to understand what does a expects he connect with a contact centre The answer is certainly not only a quick resolution Contact centres
More informationMonetizing Data. Creating Wealth through Analytics Powered Digital Culture. Narayanan Ramanathan (NR) Chief Digital Officer & Global Head
Monetizing Data Creating Wealth through Analytics Powered Digital Culture Narayanan Ramanathan (NR) Chief Digital Officer & Global Head Restricted Circulation L&T Technology Services 2018 Exciting Facts
More information2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT STATE OF GLOBAL CUSTOMER SERVICE REPORT
2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT 1 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT INTRODUCTION EXPECTATIONS FOR CUSTOMER SERVICE CONTINUE TO RISE AROUND THE GLOBE Customers expect more from brands
More informationC o r p o ra te O v e r v i e w Servion Global Solutions
C o r p o ra te O v e r v i e w www.servion.com 2017 Servion Global Solutions Servion enables business transformation for enterprises in the area of customer experience management. Who We Are Servion is
More informationin Action Modern Citizen Service Human Centric Innovation Mahmoud Zaher Sales Consultant - Customer Experience Solutions
Modern Citizen Service Mahmoud Zaher Sales Consultant - Customer Experience Solutions Mahmoud.zaher@oracle.com Human Centric Innovation in Action INTERNAL USE ONLY 0 Copyright 2015 FUJITSU Grace has just
More informationCOGNITIVE QA: LEVERAGE AI AND ANALYTICS FOR GREATER SPEED AND QUALITY. us.sogeti.com
COGNITIVE QA: LEVERAGE AI AND ANALYTICS FOR GREATER SPEED AND QUALITY ARTIFICIAL INTELLIGENCE vs. COGNITIVE COMPUTING Build a system that can generally perform any intellectual task so called Strong AI
More informationIntegrated Social and Enterprise Data = Enhanced Analytics
ORACLE WHITE PAPER, DECEMBER 2013 THE VALUE OF SOCIAL DATA Integrated Social and Enterprise Data = Enhanced Analytics #SocData CONTENTS Executive Summary 3 The Value of Enterprise-Specific Social Data
More informationINTELLIGENT CUSTOMER EXPERIENCE ( ICE ) WITH PROVEN VALUE AND ROI
INTELLIGENT CUSTOMER EXPERIENCE ( ICE ) WITH PROVEN VALUE AND ROI Consumers are sharing feedback about every touch point on their customer journey in greater volume and in more channels than ever before.
More informationCommunicating with the Modern Citizen
Communicating with the Modern Citizen Rise of the social citizen Changes how we work 44% of citizens complain via social media 20% expect a response within one hour via social media Always on -- Citizens
More informationCASE STUDY: COMMERCIAL EQUIPMENT BUILDING AN INDUSTRIAL IoT STRATEGY
CASE STUDY: COMMERCIAL EQUIPMENT BUILDING AN INDUSTRIAL IoT STRATEGY THINK BIG, START SMART mnubo is an Internet of Things (IoT) company, providing Data Analytics solutions for connected Product Manufacturers
More informationHow to Use Sentiment Analysis to Gain a Competitive Advantage
CASE STUDY How to Use Sentiment Analysis to Gain a Competitive Advantage Indellient s Clarity project strengthens IBM s offerings using real-time feedback of their product and services Abstract The most
More informationA Customer s Journey: Looking Down the Road in 2018
A Customer s Journey: Looking Down the Road in 2018 How analytics is adapting to a changing customer service paradigm A Whitepaper by Nexidia Taking the Journey with Your Customers The way we understand
More informationIn 2020, One Overarching Theme Will Dominate. The Customer will own their Customer Experience in the Contact Center
Housekeeping" Items Participants are muted Webinar is being recorded Use question box for questions/issues For Social Media use #ccc2020 Polling questions Be sure to participate in our survey afterwards
More informationNICE Customer Engagement Analytics - Architecture Whitepaper
NICE Customer Engagement Analytics - Architecture Whitepaper Table of Contents Introduction...3 Data Principles...4 Customer Identities and Event Timelines...................... 4 Data Discovery...5 Data
More informationSpeech and Text Analytics: The Next Steps
Bridging the gap People build success Speech and Text Analytics: The Next Steps National Best Practice Seminar Aintree, Liverpool 2014 Professional Planning Forum 2014 Welcome Before we start, have a chat
More informationSocial Media Insights Social Media Trends and Analytics Implications
Social Media Insights 2018 Social Media Trends and Analytics Implications 4 trends for 2018 01 02 03 VIDEO CONTENT CONSUMPTION SKYROCKETS TRUST DECLINES, PEER INFLUENCE RISES HUMANS, MEET AI 04 THE PROMISE
More informationNEAT EVALUATION FOR INTELENET GLOBAL SERVICES: Market Segments: CX Improvement Focus & Overall
NEAT EVALUATION FOR INTELENET GLOBAL SERVICES: Multi-Channel CMS Market Segments: CX Improvement Focus & Overall Introduction This is a custom report for Intelenet presenting the findings of the 2017 NelsonHall
More informationfour weddings and a funeral (NOT) Social Media Insights 2018 Social Media Trends and Analytics Implications
four weddings and a funeral (NOT) Social Media Insights 2018 Social Media Trends and Analytics Implications four weddings and a funeral trends (NOT) 01 02 03 VIDEO CONTENT CONSUMPTION SKYROCKETS TRUST
More informationTexting Is Not Just for Teenagers: The Power of Proactive SMS
Texting Is Not Just for Teenagers: The Power of Proactive SMS John Tallarico VP, Product Management, Genesys Fred Mondragon VP, Business Development, Medallia Consumers prefer SMS for customer support
More informationCustomer Value Analytics for Banking & Capital Markets
Customer Value Analytics for Banking & Capital Markets Powered by SMART Analytics built on IBM Understand your customers, markets, business opportunities, and risks As money is the heart of a financial
More informationCustomer Experience and Analytics Maturity Model.
Customer Experience and Analytics Maturity Model 1 Topics Customer Engagement Maturity Model BI & Analytics Maturity Model 2 Customer Engagement Maturity Model 3 Your Customer s Journey / Lifecycle Listen
More informationTHE CUSTOMER EXPERIENCE MANAGEMENT REPORT & RECOMMENDATIONS Customer Experience & Beyond
www.sandsiv.com THE CUSTOMER EXPERIENCE MANAGEMENT REPORT & RECOMMENDATIONS TM 1 Customer Experience & Beyond www.sandsiv.com TM Customer Experience & Beyond Legal Notice: Sandsiv 2015. All Rights Reserved.
More informationDATA SHEET TENEO FOR THE AUTOMOTIVE INDUSTRY TENEO PLATFORM
DATA SHEET TENEO PLATFORM Teneo is an advanced development and analytics platform that enables business users and developers to collaborate on creating sophisticated conversational AI applications. Teneo
More information/ CASE STUDY. Kia Nirobot s AI-Powered Journey Across Facebook, Amazon and Google
/ CASE STUDY Kia Nirobot s AI-Powered Journey Across Facebook, Amazon and Google / Your Speakers Nathalie Choy National Manager, Digital, Social & CRM Kia Motors America Mark Power Managing Director, USA
More informationWhen Customers Call, and They Will, Will Your IVR be Ready?
A FROST & SULLIVAN EXECUTIVE SUMMARY When Customers Call, and They Will, Will Your IVR be Ready? In Collaboration With: View the ondemand version of the ebroadcast: www.frost.com/ivr As many reports have
More informationBe a Hero in Boom Times Not Just in Bust Times
Be a Hero in Boom Times Not Just in Bust Times BE A HERO IN BOOM TIMES NOT JUST IN BUST TIMES Patrick Connaughton Research Director, The Hackett Group The Hackett Group The Evolving Business Environment
More informationOMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES
RR OMNI-CHANNEL CUSTOMER CARE: HOW TO DELIVER CONTEXT-DRIVEN EXPERIENCES October 2017 Omer Minkara VP and Principal Analyst, Contact Center and Customer Experience Management Using more channels is no
More informationAlways on Marketing Vodafone. June 2018
Always on Marketing Vodafone June 2018 Vodafone is one of the world s largest telecoms operators 25 19 46 64m 47bn 63bn countries in which we have mobile operations countries in which we have fixed operations
More informationHow do banks deliver a superior omni-channel experience and cut costs?
Genpact Challenger thinking Using technology to scale efficiently. How do banks deliver a superior omni-channel experience and cut costs? A Genpact report Genpact Challenger thinking Using technology to
More informationArtificial Intelligence & Cognitive Computing for Lawyers and Their Clients
Artificial Intelligence & Cognitive Computing for Lawyers and Their Clients by Brian Kuhn, Esq. Partner, Watson Legal Watson Legal Co-Founder & Co-Leader I. AI/Cognitive Computing: the Future is Arriving.
More informationNext Generation Microservicesbased Data and Analytics Solution
Next Generation Microservicesbased Data and Analytics Solution Gaurav Kakad Solution Architect, Tata Consultancy Services Bryan Werwick Solution Architect, Tata Consultancy Services May 9, 2018 Agenda
More informationSpeech technologies powered by AI: transforming enterprise customer engagement
Speech technologies powered by AI: transforming enterprise customer engagement Enterprise Connect 2018 March 14, 2018 2018 Nuance Communications, Inc. All rights reserved. Today s agenda 1 2 Nuance Market
More informationDynamics CRM Powering the future of CRM. Itai Aharonov Solution Specialist Dynamics CRM Israel MBS
Dynamics CRM 2016 Powering the future of CRM Itai Aharonov Solution Specialist Dynamics CRM Israel MBS Omni Channel Self-Service Agent Enablement Field Service Knowledge Email Chat Social Web Messaging
More information2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT
2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 1 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT INTRODUCTION CUSTOMER EXPECTATIONS CONTINUE THEIR STEADY CLIMB As customer expectations continue to climb, it
More informationDriving Radical Customer Service Innovation Move beyond operational demands to deliver proactive strategies that drive business growth
Driving Radical Customer Service Innovation Move beyond operational demands to deliver proactive strategies that drive business growth START 1 Partnering for success IT leaders stand at a crossroads continue
More informationDigital Marketing PRECISION EXAMS
PRECISION EXAMS Digital Marketing EXAM INFORMATION Items 36 Points 41 Prerequisites NONE Grade Level 11-12 Course Length ONE SEMESTER Career Cluster MARKETING ARTS, A/V TECHNOLOGY AND COMMUNICATION Performance
More informationDigital Marketing PRECISION EXAMS
PRECISION EXAMS Digital Marketing EXAM INFORMATION Items 36 Points 41 Prerequisites NONE Grade Level 11-12 Course Length ONE SEMESTER Career Cluster MARKETING ARTS, A/V TECHNOLOGY AND COMMUNICATION Performance
More informationSOCIAL MEDIA MARKETING 101
SOCIAL MEDIA MARKETING 101 RYAN NAHAS BUSINESS DEVELOPMENT MANAGER at SPARK MARKETING CONTENTS 1. 2. 3. 4. 5. 6. 7. About Spark Introduction: What exactly is Social Media? Discussion: Why do I need it?
More informationWHITE PAPER Funding Speech Analytics 101: A Guide to Funding Speech Analytics and Leveraging Insights Gained to Improve ROI
s WHITE PAPER Funding Speech Analytics 101: A Guide to Funding Speech Analytics and Leveraging Insights Gained to Improve ROI 1-800-639-1700 mycallfinder.com A Guide to Funding Speech Analytics and Leveraging
More informationPega: The Real Alternative to Salesforce & Vlocity
Your Guide to Customer Engagement Excellence Pega: The Real Alternative to Salesforce & Vlocity Your Guide to Customer Engagement Excellence A PEGA COMMUNICATIONS EBOOK 1 Guide: Customer Engagement Platform
More informationAt the Heart of Quality Assurance
www.niit-tech.com At the Heart of Quality Assurance Driving Software Quality and Improving Efficiencies for Wealth Growing competition, global user base, and emerging technology convergence are some of
More informationVO Integrated Workforce Optimization
VO Integrated Workforce Optimization 535 Mission Street, 12th Floor, San Francisco, CA 94105 www.talkdesk.com INTEGRATED WFO FOR TALKDESK A fully realized WFO platform delivering Omnichannel Call Recording,
More informationIntroducing Live Chat
Live Chat 1 Introducing Live Chat Digital transformation is heading the corporate agenda, but only 25% of executives feel fully prepared. Simultaneously we witness a significant increase in digital adoption
More informationOrganizations do not need a Big Data Strategy; they need a Business Strategy that incorporates Big Data
Organizations do not need a Big Data Strategy; they need a Business Strategy that incorporates Big Data BILL SCHMARZO, CTO, DELL EMC GLOBAL SERVICES UNIVERSITY SAN FRANCISCO, SCHOOL OF MANAGEMENT EXECUTIVE
More informationRedefining Measurement for Continuous Learning
Redefining Measurement for Continuous Learning How to demonstrate impact when learning goes beyond L&D Todd Tauber Vice President, Learning Research Bersin by Deloitte, Deloitte Consulting LLP April 1,
More informationTransforming the Digital Customer Experience [24]7.ai, Inc.
Transforming the Digital Customer Experience The presentation and recording will be sent to you after the webinar. It will also be available on our website. There will be a short Q&A period after the presentation.
More informationNext Generation Digital Sriram Jayaraman
Next Generation Digital Sriram Jayaraman Digital is Business Clients are becoming clearer on their Digital priorities Shaping innovative business models and partnerships Creating digital customer experiences
More informationIntelligent Self-Service Rise of the Machine
Intelligent Self-Service Rise of the Machine John Goodwin Sr. Solutions Architect Tom Farquhar Strategic Account Manager, CTI & IVR Products Session Topics Rise of the Machine (Part 1) The Evolution of
More informationPEGA 101 AI, AUTOMATION, AGILITY. Product and Technology Overview
PEGA 101 AI, AUTOMATION, AGILITY Product and Technology Overview And now for something completely different Pega Overview Why clients chose Pega? What makes our technology different? The Pega Platform
More informationDATASHEET. Tarams Business Intelligence. Services Data sheet
DATASHEET Tarams Business Intelligence Services Data sheet About Business Intelligence The proliferation of data in today s connected world offers tremendous possibilities for analysis and decision making
More informationCAPABILITY STATEMENT. We deliver next-generation customer strategy and contact centre transformation advisory based on our award-winning expertise.
CAPABILITY STATEMENT We deliver next-generation customer strategy and contact centre transformation advisory based on our award-winning expertise. www.stellarevolve.com.au Transforming customer experience
More informationIT S A CONNECTED WORLD
CREATING MEMORABLE DIGITAL EXPERIENCES EVERYDAY IT S A CONNECTED WORLD In today s connected world, the virtual space is what enables us to share thoughts, feelings, conversations, materials and lives.
More informationHOW TO CREATE AN ENTERPRISE MOBILE STRATEGY
HOW TO CREATE AN ENTERPRISE MOBILE STRATEGY An Element Solutions White Paper by Venu Gooty Director, Mobile Practice TABLE OF CONTENTS Overview... 2 Maturity in Enterprise Mobility... 2 Need for Mobilizing
More informationModernize Customer Engagement with Microsoft Dynamics 365 and Clarity Connect
Digital Omni-channel Contact Centers Modernize Customer Engagement with Microsoft Dynamics 365 and Clarity Connect 1 / MODERNIZE CUSTOMER ENGAGEMENT WITH MICROSOFT DYNAMICS 365 AND CLARITY CONNECT The
More informationConquer Dark Data by Unleasing the Power of SAP Analytics
Conquer Dark Data by Unleasing the Power of SAP Analytics Natasa Mastellou, Business Intelligence Solution Advisor, SAP Hellas, Cyprus & Malta 1 IoT is everywhere Connected Cars Smart Equipment Smart Logistics
More informationIt s a NEW Day! A Framework for Digital Operations with an Analytics Foundation
It s a NEW Day! A Framework for Digital Operations with an Analytics Foundation It s a NEW DAY! Companies that will thrive today and tomorrow are transforming how they operate. An explosion of technology
More informationCX Trends Forecast: A Summary of the Top 10 Disrupters
CX Trends Forecast: A Summary of the Top 10 Disrupters Driving Results. Consistently What are this year s emerging customer experience trends? Here are the 10 customer experience disrupters that we predict
More informationPersonalization is not new It is about recognition & tailored response
Personalization is not new It is about recognition & tailored response Personalization has more variables in the world we live in Personalization = Recognition X Speed is an expectation X Accuracy X Omni-Presence
More informationTENEO FOR THE AUTOMOTIVE INDUSTRY
DATA SHEET TENEO FOR THE AUTOMOTIVE INDUSTRY Conversational inputs may be the choice of interface between customers and cars, but delivering a seamless, intelligent, humanlike conversation can be a challenge
More informationLeveraging AI for Intelligent Customer Engagement
Bring Intelligence to Life Leveraging AI for Intelligent Customer Engagement George Skaff, VP WW Marketing, Nuance Enterprise May 9, 2018 @gskaff_nc 2018 Nuance Communications, Inc. All rights reserved.
More informationThe Top 5 Characteristics of a Successful VoC Program
Whitepaper Avtex May 2015 The Top 5 Characteristics of a Successful VoC Program Copyright 2015 Avtex Solutions. All rights reserved. Brand and product names referred to in this document are the trademarks
More informationHow to drive customer retention in e-commerce. 7 tips to transform your online business and thrive
How to drive customer retention in e-commerce 7 tips to transform your online business and thrive Table of Contents 1 01. Customer Acquisition vs. Customer retention: the big challenge 3 02. The role of
More informationCapability Checklist for an Enterprise Customer Data Platform
Capability Checklist for an Enterprise Customer Data Platform The data explosion has created many opportunities to adapt your business to meet the needs of your customers. A few big players, such as Amazon,
More informationIs your customer experience making an impact?
Is your customer experience making an impact? Or not? Workshops to help you accelerate to your next great customer experience Your CX Trek 1 2 3 Getting Started: Digital Foundation Increasing Momentum:
More informationA guide to SOCIAL SELLING
A guide to SOCIAL SELLING THE CONTENTS QUICK STATS QUICK STATS 1 WHAT IS SOCIAL SELLING? 2 SOCIAL SELLING ANATOMY 3 FIVE PILLARS OF SOCIAL SELLING 4-9 SOCIAL HACKS & TIPS 10-12 REF REFERENCE 13 QUICK STATS
More informationThe Essential Guide to the Account Funnel
The Essential Guide to the Account Funnel Table of Contents Introduction to the Account Funnel pg. 3-8 Five Stages of the Account Funnel pg. 9-14 Account Funnel in Action»» Case Study: Plex Systems pg.
More information5 STEPS TO MAKING AUDIENCE DATA CENTRAL TO YOUR DIGITAL STRATEGY
5 STEPS TO MAKING AUDIENCE DATA CENTRAL TO YOUR DIGITAL STRATEGY It seems like a no-brainer to plan campaign messaging and creative around the audiences the product or service will be most relevant to;
More informationTransform your support services into an exceptional customer experience. An Extension of Your Business. First Data Consumer Experience Management
First Data Consumer Experience Management Transform your support services into an exceptional customer experience. Your customers expect you to understand their wants and needs. Our solutions help you
More informationAccenture and Adobe: Delivering Digital Experiences Together
Accenture and Adobe: Delivering Digital Experiences Together Connect data, content and analytics to power customer experience. With so much crosstalk in today s global, digitally driven marketplace, it
More informationNuance Loop Mobile Marketing and Advertising Services
Nuance Loop Mobile Marketing and Advertising Services 2 Contextual Marketing for personalized, real-time and interactive marketing campaigns Mobile operators face increasing pressure on traditional revenue
More informationDatameer Technical Advisory Services. Strategic Guidance for your Big Data Platform
Datameer Technical Advisory Services Strategic Guidance for your Big Data Platform Datameer s Technical Advisory Services can be a great resource for your team to provide proactive guidance for use case
More informationthe S p e e c h A n a l y t i c s a n d t h e C o n t a c t C e n t r e
Speech Analytics In the Contact Centre Why Speech Analytics Matters Keeping up with customers is getting harder The Gap Service Design Speed of Innovation Low Effort Engagement C o n t a c t C e n t r
More informationWe create clarity, out of the chaos of digital noise.
We create clarity, out of the chaos of digital noise. Alto-Analytics.com $65 million additional net income earned by a typical Fortune 500 increasing data accessibility 10% 60% increase in operating margin
More informationBig Data Anwendungsfälle aus dem Bereich der digitalen Medien
Presented by Kate Tickner Date 12 th October 2012 Big Data Anwendungsfälle aus dem Bereich der digitalen Medien Using Big Data and Smarter Analytics to Increase Consumer Engagement Dramatic forces affecting
More informationSenda BOUKEF IBM Watson and Cloud Platform portfolio architect, MEA Watson / Presentation Title / Date
Senda BOUKEF IBM Watson and Cloud Platform portfolio architect, MEA sboukef@tn.ibm.com 1 Watson / Presentation Title / Date The IoT is changing the way businesses realize value, compete and partner Connections
More informationIndustrial IoT & Big Data Analytics: Capturing Value in the PLM Environment
Industrial IoT & Big Data Analytics: Capturing Value in the PLM Environment Agenda About LNS Research What is the IoT and Digital Transformation? A New Model for System Architecture Closing the Data Science
More informationPerformance Marketing
Agency Overview Performance Marketing Merkle is a global data-driven, technology-enabled performance marketing agency and the largest independent agency in the US for CRM, digital, and search. For more
More informationUSING CRM TO ENHANCE MEMBER SERVICES. AGRIP Governance & Leadership Conference
USING CRM TO ENHANCE MEMBER SERVICES AGRIP Governance & Leadership Conference In This Session Defining the need for an effective CRM System Are commercial systems a good fit for pooling? What data your
More informationOpen the door and unlock opportunities with the Cisco Services Icebreaker Program. What s hidden in your Cisco Installed Base? TD Azlan, Services
What s hidden in your Cisco Installed Base? Open the door and unlock opportunities with the Cisco Services Icebreaker Program Your Personalised Business Case - prepared for TD Azlan, Services Your Personalised
More informationartificial intelligence in action
artificial intelligence in action The Amdocs Real-Time Digital Intelligence Platform The power of artificial intelligence for service providers aia, the Amdocs Real-Time Digital Intelligence Platform Service
More informationOMNI-CHANNEL EXPERIENCE STRATEGY INSIGHTS
OMNI-CHANNEL EXPERIENCE STRATEGY INSIGHTS AUGUST 2015 Supported by: Contents 3 INTRODUCTION 6 WHY ARE THEY DOING IT? 13 WHAT ARE THEY DOING? 22 WHERE TO NEXT? 26 ANALYST INSIGHTS 30 APPENDIX 2 INTRODUCTION
More information