findability day 2015 - noel garry - ibm - information governance and a 360 degree view of...

DemandTec for Retail Overview for Hardlines

Noel Garry - IBM

2015 IBM Corporation#

IBM Information Governance and a 360 degree view of information

Noel Garry IBM Insurance Analytics Leader - EMEA


2

IBM Big Data & Analytics

$24bn investment

30 acquisitions ($17 billion)

15,000 analytics consultants

2,215 industry business partners

400 IBM mathematicians

40,000 client engagements

1,000 university partnerships

500 analytics patents p.a.

2/3rds of IBM research focused on data, analytics and cognitive computing


1. DATA2. ANALYTICS

Call CentreAgent

Internet

Mobile

3. ENGAGEMENTSUIE

Letter

Organise &Manage the Data

Secure the Data

CTI

The 4 Vs

XWHY IBM

Wimbledon


2015 IBM Corporation#The speed advantage

Capabilities that enable an organization to consume data faster to move from raw data to insight-driven actions are now the key differentiators to creating value using data and analytics

1234A solid majority of organizations are now realizing a return on their big data investments within a yearCustomer centricity still dominates analytics activities, but organizations are increasingly targeting operational challenges.Integrating digital capabilities into business processes is transforming organizationsThe value driver for big data has shifted from volume to velocityFour transformative shifts occurred in 2014Source: IBM Institute for Business Value, November 2014

http://www-935.ibm.com/services/us/gbs/thoughtleadership/2014analytics/

2015 IBM Corporation#Capabilities that enable an organization to consume data faster to move from raw data to insight-driven actions are now the key differentiator to creating value using data and analytics. In addition to this focus on speed, our latest analytics research reveals several significant evolutions in the era of big data.

Based on survey responses of more than 1,000 business and IT executives from more than 60 countries, our 2014 analytics research revealed four transformative shifts affecting the fast-paced digital marketplace:

A solid majority of organizations are now realizing a return on their big data investments within a year.Customer centricity still dominates analytics activities, but organizations are increasingly solving operational challenges using big data.Integrating digital capabilities into business processes is transforming organizations.The value driver for big data has shifted from volume to velocity.

Let walk through the data behind each one of these.6

How do we define Customer CentricityUsing customer analytics to drive cross-selling/up-sellingSegmenting customers Improving the customer call centre experienceImproving the customer web experienceImproving the customer correspondence (letter, email, SMS, etc)Providing customers with access to their previous correspondence online (inbound & outbound)Building a social networking strategy for customersIdentifying next best actions for each customerImplementing customer level underwritingImproving customer loyaltyImproving the claims experience for customersImproving customer service levelsDealing with customer complaints more efficientlyProviding customer bundled offeringsPro-actively advising customers on their financial situation (e.g. fund choice)Managing customer preferencesManaging privacy commitmentsEtc


Master Data

Concept of Customer Master Data

MotorCust ID:12345Name:Jane SmithAddress: 12 Low Street BristolBS1 9SDPremium470

PensionPolicy No:33333333Name: Jane May SmithType: Whole of LifeAddress: 12 Low StBRISTOLPremium:50pm

LifePolicy No:4444444Name:Jane smithType:SIPPAddress: 12 Lowe StreetBristolBS1 9SDPremium:300pm

HouseholdCust ID:98765Name:Jane SmithValue:SilverLT Value:A1

Party ID:238213923129Name: Jane SmithMiddle: MayAddress:12 Low Street BRISTOL BS1 9SD

Life: Whole of LifePolicy No: 33333333Pension:SIPPPolicy No:4444444

Value:SilverLT Value:A1

Cross Ref:Bank 12345CRM 98765

Alerts: Potential to Churn

Interaction History:Bond Valuation RequestedCustomer Complaint

Cust ID:12345Name:Jane SmithMiddle:MayAddress: 12 Low Street BRISTOLBS1 9SDPremium50pmPolicy No:33333333Name: Jane May SmithType: Whole of LifeAddress: 12 Low StreetBRISTOLBS1 9SDPremium:300pm Policy No:4444444Name:Jane SmithType:SIPPAddress: 12 Low StreetBRISTOLBS1 9SDPremium:300pm 2. Load customer and policy based information from key sources 3. Cleanse, match, de-duplicate information to produce a single view4. Support the capture of other new master data5. Propagate the enriched information back to the key sources1. Introduce a new application focused on master data 6. Regularly synchronise modified information between systems

7. Enhance customer insight with external data


Enhanced 360 View of the Customer

CRMJ RobertsonPittsburgh, PA 1521335 West 15th

Name:Address:Address:ERPJanet RobertsonPittsburgh, PA 1521335 West 15th St.

Name:Address:Address:LegacyJan RobertsonPittsburgh, PA 1521336 West 15th St.

Name:Address:Address:SOURCE SYSTEMS

Janet35 West 15th StPittsburghRobertsonPA / 15213F481/4/64

First:Last:Address:City:State/Zip:Gender:Age:DOB:360 View of Party Identity

Janet Robertson



An approach to getting started with BIG DataStructuredInternalUnstructuredExternalComplaintsCustomerDataPolicyDataTxn HistoryPaymentHistoryClaimsHistoryWorkflowDataCallRecordingsPolicyDocumentsServiceActivitiesEmailsProposalFormsWebTrafficOther WebActivitySMEInformationLifestyleHealthDataFinancialProfilingDemographicProfilingMedicalTrendsGovernmentStatisticsGeolocationDataSubscriptionsGoogleAlertsCatastrophicDataHospitalPerformanceDataCompetitorInformationFacebookDataWeatherDataTwitterLinked In


Sample Call Centre recordings with potential Surrender insightCommentAlertMy medical insurance is too expensiveI have received a cheaper quotation from a competitorWhat is the current value of my policyI will be retiring soonI am changing my job and reviewing my policies?I am concerned about my pension..I am unhappy with the delay in dealing with my query


UK Datasets becoming publicly availableDetails of every car accident attended by the police since 1979

Live traffic details of traffic speeds on UK strategic road network (30mb of raw data updated every 5 mins), Historic details since 2009 at 15 minute resolution.

Details of every crime reported to police since December 2010

Details of every car MOT test since 2009

Summarised details of every vehicle on the UK roads since 1995 by detailed make and model

2015 IBM Corporation#Strategic Initiatives

++

+

2015 IBM Corporation#Applying Big Data to Healthcare

EXAMPLE 3Person-Centred CareApplying advanced technology to improve the lives of our most vulnerable citizens while lowering the growing and unsustainable cost of caring for them

2015 IBM Corporation#ExperienceCostEffectivenessEfficacy of CareHow do the planned interventions improve the quality of care and care goals?What are the estimated and actual costs for different planning and delivery options?How appropriate is the execution of the plan for the citizen, their family and the care team? Customer / Market imperativeTo Improve the Efficacy of Care

2015 IBM Corporation#Improving the efficacy of care requires us to improve the effectiveness, lower the cost and improve the experience for the citizen and their family across the care planning and care delivery phases16

Social Network

Time

Care Network

Citizen

Care TeamTransportation

Primary Care OfficesHospitalsPharmaciesAssisted LivingMental Health & Substance Abuse providersState Health, Social & Economic ServicesReligious OrganizationsCommunity Service OrganizationsHome Health ProvidersSchoolsLaw enforcementAdvocacy GroupsHealth ClubsTransportation Networks3.5M Data points, 39 Data Sets

Challenge:Optimising Planning & Delivery

2015 IBM Corporation#The challenge for the team is daunting:

For each need, for each family member, we need to identify the most appropriate service and for each service the most appropriate service provider; bearing in mind the cost, effectiveness and experience goals, and taking into account the locations of the family members, the care team members, the multiple transportation options (for all of these stakeholders) and the locations of the various service providers.

In the case of NYC we were dealing with more than 3.5 million data points and more than 39 different data sets Federal, State and City Open Data and data from various Systems of Record.

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FiltersFamilyMembersPackage Evaluation and Ranking

Planning Optimisation

2015 IBM Corporation#The planning optimizer that we have developed compares possible combinations of family members, needs, care teams, services and service providers across Time, Transportation and Location dimensions to produce a ranked set of service packages.

Each service package is scored on Cost, Effectiveness and Experience and then ranked against other package options.

Care Teams can then evaluate the various packages in real time to determine the most efficacious bundle for the client / family.

In the example here, more than 400 million combinations are distilled into 87 options for the team to evaluate.

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Consumer data will be the biggest differentiator in the next two to three years. Whoever unlocks the reams of data and uses it strategically will win.Angela Ahrendts, former CEO of Burberry


Noel Garry MBA BScIBM Insurance Analytics Leader - EMEA

Mobile: +353 87 905 3744Email: [email protected]: @noelgarry

IBM Software GroupBuilding 6DamastownMulhuddartDublin 15Ireland


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