using social intelligence to help shape customer relationships & drive roi
DESCRIPTION
TRANSCRIPT
Using Social Intelligence to Help Shape Customer Relationships & Drive ROI
Navdeep Alam, Director of Data ArchitectureMzinga@[email protected]
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Today’s Agenda.
2
Topic
Mzinga – What do we do?
What Powers Social Analytics & Intelligence Solution
Sample Use Case & Scenario for Analytics to Drive Enhanced Experiences and ROI
Q&A
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Company overview. (The 36,000 ft view)
Market SaaS social software, services and analytics
Experience 40M users & 15,000 communities under management
Employees 200
# of Customers 300 clients
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l 4
Trusted by the World’s Leading Brands…
Mzingacustomer
ecosystem
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Mzinga Social Business Ecosystem
Customer Experience
Employee Experience
PartnerExperience
Brand Experience
• Streamlined client acquisition
• Customer engagement
• Loyalty & retention
• On-demand support
• Listening & engagement
• Brand building
• Demand generation
• Social commerce
• Social business outsourcing
• Indirect revenue streams
• Developer networks
• Engagement & collaboration
• Satisfaction & retention
• On-boarding & recruiting
• Social learning
Mzinga Social Business
Ecosystem
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Monitor
Solution Model Highlights
MeasureIntegrate & Bridge
Network & Communicate
Content & Media
Share & Collaborate
Develop & Grow
Grow your prospect network and target market base by connecting & engaging with buyers
Monitor & respond to buyer perception of your brand via social media listening& moderation
Enable access to the broadest range of formal & user-generated content to put
key info at customer fingertips
Co-create, collect feedback and collaborate with customers to gain more insight into their needs
Enable solutions & opportunities for customer growth & optimization
Ideation Polls/Surveys Live meetingsFile share Certifications CommerceEvent mgmtTo dos/tasks
Friending Badging FeedsProfiles Video CoursesQ&A forumsDiscussions
Analyze key metrics and trends to inform future strategies; Leverage scorecards to measure customer experience community health
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Content, behaviors, activities & interactions
Business results
What is Social Intelligence & ROI?
What is Social intelligence?
Social graph
+Social
behaviors
+Social gaming
dynamics
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Intelligence Continuum
Data
Information
Knowledge
WisdomUse knowledge to establish and achieve goals/ROI
Analyze & synthesize derived information
Give meaning to obtained data
Obtain the raw facts
Baker’s depiction of the Knowledge Continuum, 2007
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Mzinga Advanced Analytics Architecture
“Big Data” Warehousing•Increased processing speed enabled by proprietary algorithms
•Efficient loading, storing and analyzing of terabytes to petabytes of data
•Redundancy and failover support via advantages of MPP
Metadata: Blog Info, Profile Info, Relationship Info, etc.
Blogs, Comments, Discussions, Courses, Programs, etc.
Audio & Visual
Text, Images,
etc.
Metadata Repository
Extensible Metadata Model
•Easily create your own reports and analytics by leveraging reusable data elements
•Increased development speed of your future analytics and reporting needs
•More flexible, comprehensive data insight, including comparative metrics
Flexible outputs•Multiple interactive dashboards, analytics and report types, including shared and saved reporting to be available in stages
•Reduce report customizations
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Mzinga Application Architecture
Virtual Machines
Microstrategy Cluster
Virtual Machines
Aster Worker Cluster
Virtual Machines
Aster Queen Cluster
Partitioned by date across all virtual machines
Aster Loader
Social listening
Social media
NLP
SM (API or APP)
SQL MapReduce Implementations
• Template for running SPROCS as a Map function (operation against rows) to allow dynamic SQL to run in MPP (fully documented at: http://asterdata.omnisocial.mzinga.com/app/signon)
• Variations on Tokenize and Count to get grouping a behavior attributes for analysis of first degree activity
• Web Analytics – Sessionalization• Sequential Pattern Analysis – nPath• Time Series Analysis – Supported by full data Recompute
algorithms and avoid Caching against streaming data.• Future – Graphing exercises beyond first degree to support
SNA Gamification – (i.e. Friending Paradox)
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
How Big Data Helps Drive Social Intelligence
13
1234
Use Cases and Scenarios
MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l
Leading Hi-Tech Company Blog
Hi-Tech Customer Experience
Community
Me
Colleague(Blogger)
Incentive/reward for
survey participation
Network of Software Users
Questions?