Unlock the Value in Customer and Network Data: Harnessing Advanced Analytics and AI for Decision Support

Size: px

Start display at page:

Download "Unlock the Value in Customer and Network Data: Harnessing Advanced Analytics and AI for Decision Support"

Rose Cameron
5 years ago
Views:

1 Unlock the Value in Customer and Network Data: Harnessing Advanced Analytics and AI for Decision Support Jamal El Faiz Product Marketing Director, Oracle Andrea Canessa Director Communications Industry Solutions, Oracle 2018 TM Forum 1

2 2018 TM Forum 2 Slide 2

3 V A L U E R I S K Data Driven Transformation is Strategic to Communications Driving Innovation Service Excellence Maximizing Profitability CUSTO MER DATA PAS (end T user) NO W FUT UR E Operational Efficiency

4 Forthnet combines the data from fixed telephony, broadband and pay TV services to: Improve the data quality Holistic view of the customer Improve targeting Reduce Churn 4

Etisalat improves marketing campaigns and data exploitation by 97% Nigerian Mobile Operator Customer base of 19 million subscribers Stimulate new revenues through sophisticated targeting Improve

5 Etisalat improves marketing campaigns and data exploitation by 97% Nigerian Mobile Operator Customer base of 19 million subscribers Stimulate new revenues through sophisticated targeting Improve data quality and data definition with SID model New solution cuts the Data loading now every 5-10 minutes, compared to 6 8 hours previously for a day s worth of CDRs Retrieval of data improved by 97% 6

Safe Harbor Statement Deliver real-time offers and prevent fraud Manage over 35 million customers and 1.5 The following is intended to outline our general product direction.

It offers is not and services a to subscribers commitment to deliver any material, code, or functionality, and should not be relied upon Detect fraudulent pre-paid calling card in making purchasing

6 Safe Harbor Statement Deliver real-time offers and prevent fraud Manage over 35 million customers and 1.5 The following is intended to outline our general product direction. billion events It is daily intended for information purposes only, and may not be incorporated into Deliver any location-based contract. It offers is not and services a to subscribers commitment to deliver any material, code, or functionality, and should not be relied upon Detect fraudulent pre-paid calling card in making purchasing decisions. The development, release, and transactions timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. Deployed Oracle Exadata, Oracle Advanced Analytics,Oracle Data Integrator, Oracle Stream Explorer 4 hour Reduction in analysis time to detect fraudulent activity 7

Safe Harbor Statement Improve network analytics, call center efficiency Optimize subscriber and network The following is intended to outline our general product direction.

analytics and It reporting is not a commitment to deliver any material, code, or functionality, and Improve should customer-care not be agent relied reponse upon times in making purchasing decisions.

7 Safe Harbor Statement Improve network analytics, call center efficiency Optimize subscriber and network The following is intended to outline our general product direction. data handling It is intended for information purposes only, and may not be incorporated into Strengthen any contract. analytics and It reporting is not a commitment to deliver any material, code, or functionality, and Improve should customer-care not be agent relied reponse upon times in making purchasing decisions. The development, release, and Deployed timing Oracle of Big any Data features Appliance and or ISV partner mcentric s application. functionality described for Oracle s products remains at the sole discretion of Oracle. There is no other platform that offers such performance. Jameel Mohammed, Group Chief Operating Officer, Globacom Limited 35,000 Call center minutes saved daily 40x Faster network event analysis 8

8 Customer Segmentation Over 3.2 PB of customer data Drive company s strategic planning Deployed Oracle Exadata, Big Data Appliance...we can offer more integrated, targeted solutions to millions of customers. Carolina Bouvard Nuño, BI and Transformation Director 90% Reduction in time to use new data 9

30% NPS Improvement Customer Satisfaction Management Improve customer satisfaction and service quality and reduce customer churn and costs

behavior and needs for improved customer engagement There was no other tool on the market that combined an integrated front-end with flexible

9 30% NPS Improvement Customer Satisfaction Management Improve customer satisfaction and service quality and reduce customer churn and costs Understand customer behavior by combining data from multiple structured and unstructured sources for analysis Identify customer perspectives, behavior and needs for improved customer engagement There was no other tool on the market that combined an integrated front-end with flexible data store, text enrichment, and sentiment analysis. Claire Hyland, Head of Information Strategy, Virgin Media 4% Reduction in wasted engineer visits 10

1,000+ Databases and workloads to be moved to Oracle Cloud Optimize Network & Operations Optimize operations and increase productivity Improve customer service Reduce IT costs and gain new

10 1,000+ Databases and workloads to be moved to Oracle Cloud Optimize Network & Operations Optimize operations and increase productivity Improve customer service Reduce IT costs and gain new flexibility Move 75% of workloads to cloud by 2020 We believe that the future of the network is to be datapowered, to be software-centric, and to be fast and responsive, said John Donovan, Chief Strategy Officer with AT&T Technology and Operations. [ ] This collaboration with Oracle accelerates our network transformation and migration to the cloud to expand efficiency, performance, and reduce cost while improving overall customer service. 70,000 Field technicians managed by Oracle Service Cloud 11

11 Start with a Business Problem Statement Clearly Define Problem If I had an hour to solve a problem I'd spend 55 minutes thinking about the problem and 5 minutes thinking about solutions. Albert Einstein

1. Start with a Business Problem Statement 7.

2. Define it as precisely as possible 60% of

12 Advanced Analytics & ML Best Practices Nothing is Different; Everything is Different 1. Start with a Business Problem Statement 7. Automate and Deploy Enterprise-wide using AI 2. Define it as precisely as possible 60% of the time 6. Train the Model on selected data 3. Assemble the Right Data for the Problem 5. Use ML to build models 4. Create New Derived Variables

13 Responders More Data Variety Better ML and Predictive Models Increasing sources of relevant data can boost model accuracy 100% 375 variables 100% Model with Big Data and hundreds -- thousands of input variables including: Demographic data Purchase POS transactional data Unstructured data, text & comments Spatial location data Long term vs. recent historical behavior Web visits Sensor data etc. 0% Population Size Naïve Guess or Random Phase 1: 3 data sources Model with 20 variables Phase 2 : 5 data sources added Model with 75 variables Model with 250 variables from 25 data sources

14 2018 TM Forum 15

Safe Harbor Statement Eco-Friendly Scooter Enable completely electric, rechargeable, The following is intended to outline our general product direction.

It is not a Centralized View commitment to deliver any material, code, or functionality, and should not be relied upon Need to integrate monitoring and in making purchasing decisions.

15 Safe Harbor Statement Eco-Friendly Scooter Enable completely electric, rechargeable, The following is intended to outline our general product direction. and connected It is to intended the Internet for of Things information purposes only, and may not be incorporated into any contract. It is not a Centralized View commitment to deliver any material, code, or functionality, and should not be relied upon Need to integrate monitoring and in making purchasing decisions. The development, release, and recharging timing data of to collect, any features visualize, analyze or functionality described for Oracle s products remains at the sole and predict discretion usage of Oracle. Solution Oracle Cloud Platform IoT, Java, Database Rapid Development 2 Weeks from design to deployment and ready to scale globally 16

Oracle Digital Spaces Monetization A modern, cloud based offering, deployed modularly Contextualized Customer Interaction Customer Behavior

16 Oracle Digital Spaces Monetization A modern, cloud based offering, deployed modularly Contextualized Customer Interaction Customer Behavior Intelligence Massive Interaction Automation Increase Revenue and Customer Loyalty Improve Customer Experience Ease Space Interaction and Scale 17

An Airport Experience at Manchester Measure both passenger footfall and

satisfaction, retail sales and interminal visibility 52 million

CUSTOMER PERSPECTIVE We will utilize geo-location and behavioural-based

and the provision of key customer information improving the customer

17 An Airport Experience at Manchester Measure both passenger footfall and dwell time Deliver mobile offers and promotions, increase traveler satisfaction, retail sales and interminal visibility 52 million passengers Move through its five airports each year. CUSTOMER PERSPECTIVE We will utilize geo-location and behavioural-based targeting for in-terminal offers, tracking of real-time customer service and the provision of key customer information improving the customer journey and improving operational efficiency. Roger Westerbeek, Group Head of CRM & Loyalty at Manchester Airport 18

18 Why monetize your data? Incremental revenue that is 100% margin Easy Safe Flexible Confidential Oracle Internal/Restricted/Highly Restricted

19 The Oracle Data Marketplace Oracle Data Cloud operates the world s largest data marketplace with 90+ branded data providers and 50,000+ audience categories. 20

20 Confidential Oracle Internal/Restricted/Highly Restricted 21

21 Telco Digital Transformation has Four Dimensions NETWORK DATA Data is at the Core of Each Dimension 3 rd PARTY DATA Digital Service Provider DEVICE DATA CUSTOMER DATA

22 Innovation Confidential Oracle Internal/Restricted/Highly Restricted 23

23 Innovation is fueled by Data Confidential Oracle Internal/Restricted/Highly Restricted 24

24 Q&A 2018 TM Forum TM Forum 25

25 Safe Harbor Statement The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.

Forum TIC Transporte. Enrique Martín Casado Director Preventa Tecnología

Forum TIC Transporte. Enrique Martín Casado Director Preventa Tecnología Forum TIC Transporte Enrique Martín Casado Director Preventa Tecnología Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes