back to information discovery
DESCRIPTION
Presentation made by Jorge Teixeira da Silva, Social & Business Intelligence Lead of DRI, on November 27, 2012 in Big Data event organized by IDC PortugalTRANSCRIPT
Bck to Informtion Discovery
Jorge Teixeira da SilvaBusiness & Social Intelligence Lead @ DRIwww.dri-global.com
What is BIG DATA A large amount of unstructured and semi-
structured data.
(Hadoop)
BIG DATA always encompasses
“Information Discovery”
But Before going BIGLet’s strt smll...
Customers
...by the Customer’s Point of View...
... nd the customer decision cycle
Need Reserch Compre AprochTest Drive
Purchse Use
Sample Decision Cycle for purchasing a car
Where re the touch points?
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Which channels are available for customers in each phaseof the decision cycle?
Which information is available to Customers?
Is the information consistent across channels?
Is customer information traced back, and providing insights?
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Customer Decision Cycle
Touchpoint's
Information Availability
Information Consistency
Customer Information
Touchpoint's
Information Availability
Information Consistency
Customer Information
... and discovered flows and missing bits,
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Touchpoint's
Dt Avilble?
Identifible individul?
Customer?
No Info
Exists Info
Touchpoint's
Dt Avilble?
Identifible individul?
Customer?
To build a Customer Intelligence Center!
Touchpoint's
Dt Avilble?
Identifible individul?
Customer?
Around strategic channels and processes
Unique IDFacebook ID
EmailName
AddressFiscal Number
#Website visits#Orders
Force Level#Products
Opinion Leader?Interest groups
First step: Discover the information
Know where information is.And where it is not.
…its about all the processes in an organization that have a touch point with customers.
End result: a map.
Define a strategy to address information gaps.
Certain tools can help you achieve this “information choreography”
And created a customer intelligence center.
Transactions (orders, quotes, invoices, credits, ...)
Interactions (emails, web visits, calls, shop visits, ...)
Demographics (name, age, gender, geography,...)
...and Customer Lifestyle (Facebook, Twitter, blogs, forums ...)
Touchpoint's
Dt Avilble?
Identifible individul?
Customer?
To complete the missing pieces ...
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With this complete vision, your organization can become Customer Centric.
First WalkBefore Running!
The Digital Advantage:
Transformation Management Intensity
Dig
ital I
nten
sity
Source: The Digital Advantage: Capgemini Consulting based on years of joint research with the MIT Center for Digital Business
ExperimentalLots of stuff
Little
ERP, eComUnaware
VisionUnderstanding
Drive value
PrudenceDigital skeptics
Slow, steady
Fashionists Digirati*
* termo que designa especialistas em tecnologia
Beginners Conservatives
Revenue
Transformation Management Intensity
Dig
ital I
nten
sity
Source: The Digital Advantage: Capgemini Consulting based on years of joint research with the MIT Center for Digital Business
+6% +9%
-10%-4%
ExperimentalLots of stuff
Little
ERM, eComUnaware
VisionUnderstanding
Drive value
PrudenceDigital skeptics
Slow, steady
Fashionists Digirati*
* termo que designa especialistas em tecnologia
Beginners Conservatives
Profitability
Transformation Management Intensity
Dig
ital I
nten
sity
Source: The Digital Advantage: Capgemini Consulting based on years of joint research with the MIT Center for Digital Business
Big Data: Problem Big Data: Solution
ExperimentalLots of stuff
Little
ERM, eComUnaware
VisionUnderstanding
Drive value
PrudenceDigital skeptics
Slow, steady
+9%
+26%-11%
-24%
Fashionists Digirati*
* termo que designa especialistas em tecnologia
Beginners Conservatives
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Image Credits
Thank you!
Jorge Teixeira da SilvaBusiness & Intelligence Lead @ [email protected]
www.dri-global.com+351 21 715 30 55