Japan IT Week 2024 Brochure by 47Billion (English)
Leveraging Analytics to Improve the Customer Experience
1. LEVERAGING ANALYTICS
TO IMPROVE THE CUSTOMER EXPERIENCE
Brian Vellmure
Leading Transformation for Next Generation Organizations
@BrianVellmure http://www.brianvellmure.com
3. SPEED OF INNOVATION SURPASSING
CAPABILITIES OF TRADITIONAL ORGANIZATIONS
“Competitive Intensity has
more than doubled in the last
40 years”
“Big companies are losing their
leadership position at an
increasing rate”
“Greater access to information and
choices boost consumer power”
“Winning companies are barely
holding on, while losers experience
rapidly deteriorating performance”
“Brand disloyalty is increasing among
consumers, particularly the younger
generation”
@BrianVellmure http://www.brianvellmure.com
5. AVE LIFESPAN OF ANS&P 500 Company
Ave. Lifespan of S&P 500 COMPANY
80
75 years
60
40
20
25 years
15 years
0
1937 2002 2012
@BrianVellmure http://www.brianvellmure.com
6. In an era where nearly every
industry/product/service is
experiencing shorter cycle times,
the customer experience
is arguably the last
remaining bastion of
true differentiation.
IMAGE CREDIT: http://www.bestourism.com/medias/dfp/14884 @BrianVellmure http://www.brianvellmure.com
9. WHAT IS YOUR CUSTOMER’S JOURNEY ?
@BrianVellmure http://www.brianvellmure.com
10. MOST COMMONLY USED CUSTOMER DATA
Demographic
Transactional
Log Data
Email
Event Data
@BrianVellmure http://www.brianvellmure.com
11. EMERGING ANALYTICS FRONTIERS
Social Media Video RFID
Sensor Data Geolocation Data
Other digital unstructured data
Audio
External structured data Image data
Video
IMAGE CREDIT: National Geographic @BrianVellmure http://www.brianvellmure.com
12. In the time it takes you to read this
slide, 8 hours of content will be
uploaded to YouTube, almost 8,000
apps will be downloaded from
iTunes, over 114,000 items will be
shared on facebook, more than
16,000 posts will be shared on
Twitter, and over 333,000 search
queries will be sent to Google.
SOURCE: The Tapscott Group, Rethinking Analytics for the Social Enterprise, 2012 @BrianVellmure http://www.brianvellmure.com
13. 1980 2012
A terabyte of disk storage A terabyte of disk storage
cost $14,000,000. cost $30.
Processing Power of an Processing Power of an
iPad2 cost about iPad2 cost about $300
$100,000,000
SOURCE: The Tapscott Group, Rethinking Analytics for the Social Enterprise, 2012 @BrianVellmure http://www.brianvellmure.com
14. ALL THE WORLD’S MUSIC CAN BE STORED FOR...
Big Data Stats here
SOURCE: Kevin Kelly @BrianVellmure http://www.brianvellmure.com
20. Get better answers
FIND BETTER
ANSWERS
@BrianVellmure http://www.brianvellmure.com
21. DISCOVER NEW
PATTERNS
GENERATE NEW
INSIGHTS
IMAGE Source http://blogs.law.harvard.edu/metaxas/category/social-media/ @BrianVellmure http://www.brianvellmure.com
22. Make better decisions
MAKE BETTER
DECISIONS
@BrianVellmure http://www.brianvellmure.com
23. ASK BETTER DISCOVER NEW
QUESTIONS PATTERNS
MAKE BETTER
DECISIONS
FASTER
FIND BETTER GENERATE NEW
ANSWERS INSIGHTS
@BrianVellmure http://www.brianvellmure.com
24. FROM WHAT IS HAPPENING TO
WHAT SHOULD WE DO?
@BrianVellmure http://www.brianvellmure.com
25. Amazon, Netflix,
LinkedIn, US Military
(recommending what
solders should do) - talk
about case studies in Box
5 (screen capture) - talk
about “Untitled 9”
screen capture
Predictive Algorithms
@BrianVellmure http://www.brianvellmure.com
26. A REAL LIFE “PERSON OF INTEREST”
@BrianVellmure http://www.brianvellmure.com
27. TOWARDS ALGORITHMIC & PREDICTIVE
CAPABILITIES
@BrianVellmure http://www.brianvellmure.com
