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Exposing the Value & Innovation Embedded in
Interactions for All Stakeholders*

* Beginner level introduction to monetizing the internet of things
combining big data, business intelligence, machine learning and
© 2002. All rights reserved. ClientXClient Inc.
customer & stakeholder centric value model
Interactions

Passive

© 2002. All rights reserved. ClientXClient Inc.

Active
Interactions – Generate Value in Active &
Passive mode (Big Data Opportunity)

Passive

Active

Location
Profile
Connections
Etc.

Screen
Sender
Action
Message
Location
Etc.

© 2002. All rights reserved. ClientXClient Inc.
Interactions – Generate Value to Array of
Stakeholders (Big Data Opportunity)

Vendor/3rd Party
Capture
Groupon
Counter
X?
Ad sensor capture
Profile
Connections
Etc.

Passive

Active

Location
Profile
Connections
Etc.

Screen
Sender
Action
Message
Location
Etc.

© 2002. All rights reserved. ClientXClient Inc.
Interactions – Generate Value to Array of
Stakeholders (Big Data Opportunity)

Vendor/3rd Party
Capture
Groupon
Counter
X?
Profile
Connections
Etc.

A few years ago, Twitter took SXSW by storm. Then it was such location-sharing
services as Foursquare and Gowalla. This year, passive-location apps like Highlight
and Glancee were generally understood to be the belles of the ball. These services link
to your Facebook accounts, run in the background on your phone, and then alert you
when friends or friends of friends are in your close proximity. – SXSW commentary BusinessWeek

© 2002. All rights reserved. ClientXClient Inc.
Who are Stakeholders in These
Interactions?

Vendor/3rd Party
Capture

© 2002. All rights reserved. ClientXClient Inc.
Who are Stakeholders in These
Interactions?

Vendor/3rd Party
Capture

Customer
Cell Carrier
3rd Parties (explicit)
3rd Parties Information
© 2002. All rights reserved. ClientXClient Inc.
Where does value reside and how do
carriers/wifi hosts monetize?

Vendor/3rd Party
Capture

Value embedded in interactions is multiplied in context
and by stakeholder
© 2002. All rights reserved. ClientXClient Inc.
Cell Carriers as Network of Stakeholders
(Can same be said for search provider? (ah…yep!))
• Households
 Individuals
 Devices
 Network of things
 Network of relationships
- Company’s (customers)
 Individuals
 Devices
 Network of things
 Network of relationships
- Advertisers
- Commercial Partners
- Financial Partners
- Healthcare Partners
- Etc.

© 2002. All rights reserved. ClientXClient Inc.
Monetize Interactions on Behalf of
Stakeholders, Monetize Interactions and
Information Surrounding Interactions
•
•
•
•
•
•
•
•
•
•
•
•

Brokers of Screens
Brokers of Devices
Broker of Households
Broker of Individuals
Broker of Events
Broker of Locations
Brokers of Relationships
Brokers of Privacy
Brokers of Confidential Information
Brokers of Connections
Brokers of Commerce
Brokers of Information (big data)

© 2002. All rights reserved. ClientXClient Inc.
Broker of Confidential Information
Stakeholder

Value

Monetization

Customer Household

Consolidation, convenience,
visibility

Protect: risk $
Share:

Individual

Consolidation, convenience,
visibility

Cell Carrier/network

Pricing
Customer Service

Carrier Partner

Security, verification

Reduced cost, match to
individual need, modeling

Advertiser

Targeting, modeling

Increase awareness,
reduced cost per conversion

© 2002. All rights reserved. ClientXClient Inc.
Customer – What’$ in it for me?...NOW!

© 2002. All rights reserved. ClientXClient Inc.
Understand Your Users
•Demographics

•Behavior

•Interests –
Monetizing the
flow of granular
information for
each stakeholder
© 2002. All rights reserved. ClientXClient Inc.
Time of Day

8%

Games – Cards & Casino

Books & Reference
7%

Weather

6%

Percent of Activity

5%

4%

3%

2%

1%

Medical
0%

Primetime

© 2002. All rights reserved. ClientXClient Inc.

Source: Flurry Analytics
Reward Customer as Stakeholder in
“Customer Network” – The Biggest, Most
Obvious Secret to Untapped Value
Customer-centric membership program works for
customer as equal stakeholder in program.

 Customer earns as stakeholder with commercial
partners
 Customer visibility to information – monetized – market
value and customer governed
Customer Centric Loyalty
Value Proposition
• Monetize customer information
on customer’s behalf
• Syndicate interactions – bidding
• Refine information/learning for
customers & advertisers, others
(health, publishers, info, etc.)
• Capture information for learning,
reporting

© 2002. All rights reserved. ClientXClient Inc.

 Commercial enterprises bid for access to interaction

 Customer thresholds, value, interchanges visible to
customer
Client x Client Service Offerings
Our teams address the full spectrum of services from strategic, advisory, technology specification
& integration, BI measurement & monitoring, staff transformation: education & training for
alignment between business, IT, customers and stakeholders.

Strategy Consulting Services
Ideas to solutions to outcomes
differentiated through deliverables
mapped to customers and
stakeholders .

Advisory Consulting Services
Outcome centric solutions
addressing opportunities mapped
to resources and process
differentiated by frameworks
designed for continuous
improvement. and transparency

Systems Integration Services
Provide application architecture
and development, project
management, implementation and
integration.

© 2002. All rights reserved. ClientXClient Inc.
VISUALIZE

ORGANIZE

MONETIZE

OPTIMIZE

Customer Experience Matrix
CxC
Matrix

Customer Process
TM:

Awareness

Identification

Selection

Purchase

Use

Support

Branch
Retail

Company Process

TM:

Events
Field Sales
Call Center
Web

Email
Direct Mail
Affiliate
Partner
Wholesaler
3rd Pty web
Outdoor
Community

© 2002. All rights reserved. ClientXClient Inc.

All rights reserved. Client X Client 908.350.3012

Return
CLIENTxCLIENT
Think Like a Customer!
Customer Worthy, Why and How Everyone in Your Organization
Must Think Like a Customer
Synopsis: “Think like a customer” as a method to uncover untapped
opportunities, solve business problems and create sustainable,
differentiated value: The customer is the final arbiter of success.
mrhoffman@CLIENTxCLIENT.com or call 908.542.1134 cell

.

© 2002. All rights reserved. ClientXClient Inc.

All rights reserved. Client X Client 908.350.3012

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Monetizing big data internet of things beginner level cx c

  • 1. Exposing the Value & Innovation Embedded in Interactions for All Stakeholders* * Beginner level introduction to monetizing the internet of things combining big data, business intelligence, machine learning and © 2002. All rights reserved. ClientXClient Inc. customer & stakeholder centric value model
  • 2. Interactions Passive © 2002. All rights reserved. ClientXClient Inc. Active
  • 3. Interactions – Generate Value in Active & Passive mode (Big Data Opportunity) Passive Active Location Profile Connections Etc. Screen Sender Action Message Location Etc. © 2002. All rights reserved. ClientXClient Inc.
  • 4. Interactions – Generate Value to Array of Stakeholders (Big Data Opportunity) Vendor/3rd Party Capture Groupon Counter X? Ad sensor capture Profile Connections Etc. Passive Active Location Profile Connections Etc. Screen Sender Action Message Location Etc. © 2002. All rights reserved. ClientXClient Inc.
  • 5. Interactions – Generate Value to Array of Stakeholders (Big Data Opportunity) Vendor/3rd Party Capture Groupon Counter X? Profile Connections Etc. A few years ago, Twitter took SXSW by storm. Then it was such location-sharing services as Foursquare and Gowalla. This year, passive-location apps like Highlight and Glancee were generally understood to be the belles of the ball. These services link to your Facebook accounts, run in the background on your phone, and then alert you when friends or friends of friends are in your close proximity. – SXSW commentary BusinessWeek © 2002. All rights reserved. ClientXClient Inc.
  • 6. Who are Stakeholders in These Interactions? Vendor/3rd Party Capture © 2002. All rights reserved. ClientXClient Inc.
  • 7. Who are Stakeholders in These Interactions? Vendor/3rd Party Capture Customer Cell Carrier 3rd Parties (explicit) 3rd Parties Information © 2002. All rights reserved. ClientXClient Inc.
  • 8. Where does value reside and how do carriers/wifi hosts monetize? Vendor/3rd Party Capture Value embedded in interactions is multiplied in context and by stakeholder © 2002. All rights reserved. ClientXClient Inc.
  • 9. Cell Carriers as Network of Stakeholders (Can same be said for search provider? (ah…yep!)) • Households  Individuals  Devices  Network of things  Network of relationships - Company’s (customers)  Individuals  Devices  Network of things  Network of relationships - Advertisers - Commercial Partners - Financial Partners - Healthcare Partners - Etc. © 2002. All rights reserved. ClientXClient Inc.
  • 10. Monetize Interactions on Behalf of Stakeholders, Monetize Interactions and Information Surrounding Interactions • • • • • • • • • • • • Brokers of Screens Brokers of Devices Broker of Households Broker of Individuals Broker of Events Broker of Locations Brokers of Relationships Brokers of Privacy Brokers of Confidential Information Brokers of Connections Brokers of Commerce Brokers of Information (big data) © 2002. All rights reserved. ClientXClient Inc.
  • 11. Broker of Confidential Information Stakeholder Value Monetization Customer Household Consolidation, convenience, visibility Protect: risk $ Share: Individual Consolidation, convenience, visibility Cell Carrier/network Pricing Customer Service Carrier Partner Security, verification Reduced cost, match to individual need, modeling Advertiser Targeting, modeling Increase awareness, reduced cost per conversion © 2002. All rights reserved. ClientXClient Inc.
  • 12. Customer – What’$ in it for me?...NOW! © 2002. All rights reserved. ClientXClient Inc.
  • 13. Understand Your Users •Demographics •Behavior •Interests – Monetizing the flow of granular information for each stakeholder © 2002. All rights reserved. ClientXClient Inc.
  • 14. Time of Day 8% Games – Cards & Casino Books & Reference 7% Weather 6% Percent of Activity 5% 4% 3% 2% 1% Medical 0% Primetime © 2002. All rights reserved. ClientXClient Inc. Source: Flurry Analytics
  • 15. Reward Customer as Stakeholder in “Customer Network” – The Biggest, Most Obvious Secret to Untapped Value Customer-centric membership program works for customer as equal stakeholder in program.  Customer earns as stakeholder with commercial partners  Customer visibility to information – monetized – market value and customer governed Customer Centric Loyalty Value Proposition • Monetize customer information on customer’s behalf • Syndicate interactions – bidding • Refine information/learning for customers & advertisers, others (health, publishers, info, etc.) • Capture information for learning, reporting © 2002. All rights reserved. ClientXClient Inc.  Commercial enterprises bid for access to interaction  Customer thresholds, value, interchanges visible to customer
  • 16. Client x Client Service Offerings Our teams address the full spectrum of services from strategic, advisory, technology specification & integration, BI measurement & monitoring, staff transformation: education & training for alignment between business, IT, customers and stakeholders. Strategy Consulting Services Ideas to solutions to outcomes differentiated through deliverables mapped to customers and stakeholders . Advisory Consulting Services Outcome centric solutions addressing opportunities mapped to resources and process differentiated by frameworks designed for continuous improvement. and transparency Systems Integration Services Provide application architecture and development, project management, implementation and integration. © 2002. All rights reserved. ClientXClient Inc.
  • 17. VISUALIZE ORGANIZE MONETIZE OPTIMIZE Customer Experience Matrix CxC Matrix Customer Process TM: Awareness Identification Selection Purchase Use Support Branch Retail Company Process TM: Events Field Sales Call Center Web Email Direct Mail Affiliate Partner Wholesaler 3rd Pty web Outdoor Community © 2002. All rights reserved. ClientXClient Inc. All rights reserved. Client X Client 908.350.3012 Return
  • 18. CLIENTxCLIENT Think Like a Customer! Customer Worthy, Why and How Everyone in Your Organization Must Think Like a Customer Synopsis: “Think like a customer” as a method to uncover untapped opportunities, solve business problems and create sustainable, differentiated value: The customer is the final arbiter of success. mrhoffman@CLIENTxCLIENT.com or call 908.542.1134 cell . © 2002. All rights reserved. ClientXClient Inc. All rights reserved. Client X Client 908.350.3012