1 Customer-Centricity in a World of Data: Turning Big Data into a Big Opportunity Richard Maraschi Business Analytics Solutions Leader IBM Global Media & Entertainment Joe Wikert General Manager & Publisher O Reilly Media
2 Big Data Primer: What is it? Why should I care?
3 There are varying perceptions of Big Data Our confusion over Big Data: It s about being smarter with your data? It means making faster decisions? It simply means more data? It s about cheaper storage technology? It s all about social media? Analytics, the real world use case of Big Data. IBM Institute of Business Value Study, October 2012
4 but it s really about the characteristics of the data. XXX Analytics, the real world use case of Big Data. IBM Institute of Business Value Study, October 2012
5 Several trends are driving the importance of Big Data The digitization of virtually everything Business s Big Data Objectives Today s advanced analytics technologies Industry focus on Smarter everything, especially customer-centricity Big Data Analytic s Connected Consumers Analytics, the real world use case of Big Data. IBM Institute of Business Value Study, October 2012
6 Creating a new industry around big data analytics. Data Science = Data Visualization Online Transactions Website Browser Logs Digital Application Events Free Text (Customer Call Records, s, Social) Sensor Data Geo-Spatial Data (Mobile Devices, Apps) RFID Scans, POS External Feeds Audio, Images, Video + Real-Time Query & Reporting Data Mining, Fusion, & Sensemaking Resource Optimization Natural Language Processing Predictive Analytics (Consumer Behaviors) Machine Learning Stream Computing Image, Video Analytics Modeling Mining Integration Conditioning The future belongs to the companies and people that turn data into products --- O Reilly Media
7 Big Data, Advanced Analytics enables new opportunities. Big Data Analytics Analytics Value Differentiators Single or federated view of each customer Enterprise Data CRM data Products and services Demographics Real-Time, Predictive, and Social Analytics Social media conversations Unstructured data Acquire new customers Get current customers to upgrade Improve marketing effectiveness Improve product differentiation Retain best customers Improve customer service Improve sales effectiveness Reduce time to market Leverage loyal customers Strengthen brand Increase shared services across BUs Develop new targeted businesses External Data
8 Big Data in the Media Industry: How might Big Data Analytics be relevant to me?
9 Disruptive forces are necessitating changes to revenue and industry models and driving the need for data and analytics. Impact of Technology Adoption of connected devices has reached the tipping point for most categories Time and Place Shifting Mobility shifts time and location for consumer engagement Amount of Data Exploding Demographic and channel segmentation no longer suffices, real-time consumer insights are essential to deliver compelling experiences Increased Consumer Power Patterns of behavior are changing - expectations for new services and offerings are evolving rapidly Revenue Model Uncertainty Traditional revenue sources from are declining as consumers move to online and mobile sources Emerging Markets Growing Connected Chinese consumer is leading the digital charge world leader in wired, dial and mobile subscribers "Our global audience will grow by 40 million by the end of this year, to 3.7 billion people or roughly half of the world s current population...digital technology didn t 'disrupt' our business it transformed it. Digital didn t weaken the power of television it unleashed it. Anne Sweeney, President, Disney/ABC Television 9
10 M&E C-level Executives are focused on enabling better decision making through customer insight Areas of Technology Investment Survey of M&E CMOs 4 out of 5 M&E CIOs say Business Intelligence and Analytics is an important element for visionary plan Social media Customer analytics 83% 87% Dimension to focus on over the next 5 years Survey of M&E CEOs Activities to turn data into intelligence Survey of M&E CIOs Getting closer to customer 80% Client Analytics 11% 17% 72% Insight & intelligence 80% Low priority Some priority High priority You have to understand your content, your organization and your goals, and know how to evaluate the opportunity quickly. At the end of the day, it s not about us; it s about what we do for the consumer. Listen and pay attention. Anne Sweeney, President, Disney/ABC Television Source: 2010 IBM CEO Study Q13: Which of the following dimensions will you focus on more to realize your strategy in the new economic environment over the next 5 years?,n=1,523; 2011 IBM CIO Study, Q13: Where will you focus IT to help your organization s strategy over the next 3 to 5 years? ; Global sample, n=3,018; M&E, n<=109 10
11 and we are seeing organizations start to articulate their analytics imperatives with a minority executing initiatives Key Imperatives 1. Need to be more analytical in our decision making 2. Need to be more customer-centric 3. Need to understand how to ride the big data wave Big Data Activity Organization Adoption 24% 47% 28% Have not begun big data activities Planning big data activities Pilot and implementation of big data activities 2012 Discussions (selection) Free (Ad-Based) Cable MSOs Premium (Sub or Carriage Fee) Information Providers Studios Publishers Source: 2012 IBM IBV Big Data Study: Analytics: The real world use of Big Data
12 The key success factor is the ability to continuously capture value from the interplay of your key assets CONSUMERS BUSINESS PARTNER ENGAGEMENT Audience is the primary product in ad- supported media and the primary buyer in direct- to- consumer media CONTENT Adver3sers are s5ll the main fuel for many media companies. Content Retailers are driving demand for consumers. Content and Content Experiences is the currency that keeps the audience engaged
13 And in exchange refine your value proposition to them at each touch point and across your business functions. CONSUMERS Find most valuable customers Predict behaviors Enable precision targe3ng Op3mize media planning Adjust campaigns in real 3me ENGAGEMENT BUSINESS PARTNER Improve relevance of content Tailor content and messages via audience feedback Forecast content demand Op3mize content discovery Drive direct revenues An3cipate customer needs Improve editorial processes CONTENT Tailor touchpoints Maximize inventory u3liza3on and affinity to products
14 An analytics framework is emerging with use cases applying to different functions within media organizations. CONTENT DEV. MARKETING AD SALES CUSTOMER SVC Opportunities Increase content value, forecast demand and drive engagement Better targeting, customized messaging and increased ROI 360 Audience Profiling Increase value of content and audiences to attract advertisers and increase CPMs Optimize customer relationship to reduce attrition and increase cross-sell/up-sell Audience Sentiment Use Cases Dynamic Semantic Publishing Multi-Platform Media Behavior Audience Churn Real Time Ad Targeting Subscriber Churn/ Cust Svc Optimization Digital Experience Enhancements Ad Sales Optimization Content Discovery / Optimization Increase revenues Improve efficiencies Editorial Content Discovery Targeted Marketing
15 Use Case Challenge Solution 360 Audience Profiling Audience Sentiment Target Marketing Provide a granular view of audience segment and relevant attributes, needs and behaviors Leverage audience feedback to make decisions on the effectiveness of a wide variety of efforts More precisely target consumer prospects who have a higher probability to sign-up a service or buy content. Integrate multiple sources of audience data (social, CRM, 3rd party --- life events, product affinity, etc) to build audience microsegment profiles that more highly index attributes, product affinities, or purchase behaviors Ingest multiple sources of social data to build massive social audience profiles to understand what people think about content or services. It extracts buzz, sentiment, and behavioral intent across different audience micro segments. Solution can include ability to identify "super-fans" and/or "influencers" of word of mouth buzz in social and online networks. Leverage consumer micro-segmentation profiles built from social, geo-location, and CRM/marketing data to create "propensity scoring" models that feed marketing campaign prospect lists. Churn Optimization Reduce CRM costs and/or churn of users to a customer subscribed service and/or content franchise audience. Target High value customers Leverage customer call, behavioral, transactional, and social data to predict propensity to churn in order to take preventative action. A "next best action" model can provide specific recommendations to offer the customer. Solution can identify and target "high value" customers to support loyalty marketing programs.
16 Use Case Challenge Solution Digital Experience Enhancement Increase consumer value of digital experiences screen in order to drive demand and deeper engagement Leverage streaming and/or content analytics to integrate social, web content, and 3rd party data feeds to enhance experiences. Content Discovery, Personalization Enable consumers to more easily find, discover, and consume the content they are most interested in. Build consumer multi-dimensional attribute to drive a contextual oriented content recommendation system. It would enable a content management system to dynamically select and insert relevant online web page and video content. Dynamic Semantic Publishing Improve editorial scalability of digital media (i.e. ability to create more content with less manual effort by editorial staff) Build a semantic content analytics system that automates the aggregation of interrelated content in order to publish 100s of content modules to expand the number of landing pages and increase ad inventory that can be monetized.
17 Publishers have the opportunity to drive audience demand and build a relationship with the consumer PUBLISHERS RETAILERS CONSUMERS 1. Identify, listen to, and understand your audiences 2. Create more precise targeted campaigns, enable loyalty marketing 3. Enable communities, optimize buzz 4. Leverage insights to support content (or experience) development
18 by leveraging several potential analytics use cases. Use Case Potential Opportunity Audience Profiling Build audience profiles extracting reader attributes and integrating from social data, marketing campaign, and 3 rd party data (axciom, etc). Audience Sentiment Influencer Identification Build social profiles to extract the level of buzz, sentiment (likes/ dislikes), and behavioral intent (purchase, etc) around any book brand, franchise, or other relevant topic. From social profiles, identify key influencers driving demand for a book, franchise, or particular category. Target these influencers or use profile attributes to identify additional prospects to target. ENGAGEMENT Demand Forecasting Leverage historical transactions, marketing/advertising, and social profiles/sentiment to model audiences behavioral response to certain book attributes and/or marketing efforts. Use models to build demand forecasting scenarios to help make content development or marketing mix decisions.
19 Big Data Roadmap: How can my organization get started?
20 There are four key phases to big data adoption
21 with some key org challenges across each phase. Options to address data, skills gap? Start with business-user oriented tools Provide data discovery tools to existing excel power users Hire data scientist to lead small, focused initiative
22 Identify customer-centric use cases, align your organization, understand available data, and focus on measureable outcomes. How can I help ensure success? 1. Commit initial efforts to customer-centric outcomes 2. Develop an enterprise-wide big data blueprint 3. Start with existing data to achieve near-term results 4. Build analytics capabilities based on business priorities 5. Create a business case based on measurable outcomes.
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