COMMUNICATING ANALYTICS SUCCESS IN YOUR ORGANIZATION. Nick DelleCave Nexidia

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1 COMMUNICATING ANALYTICS SUCCESS IN YOUR ORGANIZATION Nick DelleCave Nexidia

2 Nick DelleCave Client Engagement Manager 10+ years management and consulting experience 10+ years leading interaction analytics initiatives and still excited every day from the endless possibilities of IA

3 In This Session LEARN about how to solidify a strong foundational use case IDENTIFY value opportunities within your analytics strategy PREPARE to communicate and back up your story based on proven data

4 Creating a Successful Use Case Demonstrating Value Communication is Key!

5 The Nexidia analytics solution, which incorporates best-of-breed capabilities from both Nexidia and NICE will equip new and existing customers with the tools to achieve business success across the enterprise. Miki Migdal, 1/10/17 PR

6 INTERACTION ANALYTICS METHODOLOGY

7 Phases of Interaction Analytics DISCOVER ORGANIZE ANALYZE OPERATIONALIZE Automatically identify business topics Uncover relationships between topics Analyze sentiment, social media, and emerging trends Call categorization based on business logic Integration with operational data Creation of reporting and views to facilitate analysis Root-cause Predictive modeling Customer journey mapping Customer satisfaction and customer effort models Metrics Transformation programs Real-time monitoring Sales and marketing campaign management Metric-based performance management

8 Interaction Analytics Project 6 Step Approach 1 Intake and Prioritization 2 Pre Production 3 Work the Project Step 1: Intake Step 2: Pre-work Step 3: Work Have a process to receive requests Create a user story Prioritize the requests based on time, impact and importance Pre production planning makes for a smooth project Develop a project charter Create a project plan Outline working documents ahead of time Create a targeted sample via filters and queries Utilize Discovery and Interaction Analytics to do the heavy lifting Call observations to validate findings and provide insights Step 4: Build Step 5: Action Step 6: Monitor 4 Build the Story 5 Take action 6 Analyze the data Identify the relevant data needed to support hypotheses (prove or disprove) Summarize findings Develop actionable recommendations Identify the correct audience Present the readout Get commitments on actions to be taken Monitor and Measure Identify measurements to determine success Determine timeframe to measure results based on actions Measure results and determine success

9 Creating a Successful Use Case Project Charter Project Charter should include Business Goal / Objective Measure of Success Baseline of current performance (if available) Analytic Requirements Dependencies Expected Outcome Project Charter Steps Conduct a discovery call with project requester Create Project Charter based on request submission and discovery call Review completed Project Charter with requestor for buy in prior to starting the project

10 Creating a Successful Use Case Demonstrating Value Communication is Key!

11 In-Depth Metric-Driven Analysis Time to tell the story that solves the use case Build the Story Analyze the data Summarize data from all sources (Discovery, Reports, Observations) Avoid analysis paralysis Identify relevant data to support the hypotheses of the use case Formulate the story that solves the use case Resist the urge to share ALL the data compiled (data vomit) Summarize the Findings Find the common threads between the data sources Keep the findings straight forward and related to the topic

12 Keep recommendations related to solving the use case Actionable Recommendations Recommendations typically fall into 3 categories People Process Systems Make recommendations actionable Recommendations can include additional analysis if needed Chart the cost / impacts relationship of the recommendations

13 Developing the Business Case Develop the business case based on the recommendations by estimating the ROI and cost of implementation Determine the estimated impacts of the recommendations Volume reductions Call reduction Call prevention Handle time reductions Talk Time Non Talk Time Process / system improvements Revenue impacts Save / Sale rates Credits Calculate estimated ROI based on anticipated and realistic improvement levels X% of improvement will result in $xx savings Compare the ROI to the cost of implementing the recommendations Coaching $ Process Change $$ Systems Enhancements $$$ Not all projects will have a hard dollar ROI that does not mean it is not valuable Prevent / mitigate legal actions Customer satisfaction Marketing intelligence

14 Identify the Right Audience Identify the correct audience that can influence actions Multiple readouts may be necessary Know your audience when presenting the findings Influence Change Present Readout Develop an action plan for each recommendation Owner Pilot programs Timeframes Communication

15 Creating a Successful Use Case Demonstrating Value Communication is Key!

16 Communication - Measure for Success Measure the results of all implemented actions to verify the anticipated impact Identify how success will be measured Internal metrics Nexidia reports Revenue impacts Customer surveys Determine the appropriate timeframe needed to see impacts Post recommendation implementation Not all results are immediately seen Measure results and compare to anticipated impacts Did you see the results you wanted? If not, why?

17 PUTTING IT ALL TOGETHER

18 Transformational Change Best Practices 1. Start with a business objective and question 2. Connect issues with data and make recommendations / decisions based on those data 3. Know your options for action plans that can operationalize your findings Analysis of things you cannot change moves to the bottom of the priority list 4. Fragmentary analysis disconnected from business priorities incurs opportunity costs 5. Make changes (regardless of size) every win counts! 6. Spend time and energy to measure results

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20 Reminder - New Capabilities! Unbounded Search - Unlimited Categories, Forensic Search Advanced Reporting and Analysis Tools Embedded Robust Report Platform, Word Cloud, Gainers and Losers Enhanced Sentiment Analysis Sentiment Score and Sentiment Histogram per Call Workflows - Easy drag-and-drop workflow for review and remediation, to support specialty groups such as customer retention Ability to process past interactions Multi Channels Support

21 How was the SESSION? Fill out a short 2 question survey. Open the session in the app and click the Breakout Survey icon.