Business IntelliSENSE Social and Internal Data Marriage for Smarter Decisions

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1 2014 BA Convention Business IntelliSENSE Social and Internal Data Marriage for Smarter Decisions May 2014

2 2014 BA Convention 2 Big Click Data to edit Drivers Master text styles Big Data Analytics is a natural result of four major global trends Cloud Computing Social Networking Moore s Law Mobile Computing Analysis of multiple data points emerging out of huge volume, velocity and variety reveals interesting correlations and uncovered patterns, aiding in the crucial business decision making process

3 2014 BA Convention 3 Social Click to media edit Master and business text styles Social Media Data is not ONLY Data It is about Experience, People, Relationship Only 14% trust on Advertisements 90% of consumers trust on Peer Recommendations 93% of Marketers use Social Media for Business Conversations on Social networking sites affects Sales, Credibility, Reputation and Profits Information Technology buyers generally trust Social Media more than any other content source One word-of-mouth conversation can have the impact of 200 TV ads 25% of search results for the World s Top 20 brands are links to user generated content and 34% of bloggers post opinions about products and brands

4 2014 BA Convention 4 Social Click to media edit Master helps business text styles objectives Corporate Functionality Research Objective/Goal Listening Customer knowledge Competitive Insights Cost savings over focus groups Social Media Activities Observe monitoring reports Private communities Digital vision development Marketing Engagement Awareness and buzz Time spent Change brand perceptions Purchase incent Blog, video blogs Social network communities Viral videos, contests Customer Service Support Questions answered Customer satisfaction Avoided support calls User communities, wikis, support forums Loyalty programs Observer reports Sales Energizing Community membership Recommendations Sales inquires/leads Brand communities Influencer outreach Widgets

5 2014 BA Convention 5 Steps Click to edit convert Master social text media styles data into BI 1. Listen to various sources of information 4. Convert the categorized social information into BI 1. Listen to various sources of information Measure the Volume Map sales with volume Measure Sentiments Analyze Competition 2. Categorize the Information 3. Identifying potential community, Social Advocates, Influencers Outcome Promote Sales Corrective actions Identify Geographies Identify Potential Customers

6 2014 BA Convention 6 Use Click case: to edit Master and text news styles How correlated are they! Data analysis showed that new users like to read news when they read . By adding a news preview window for new users of the service, the return rate increased by 40%. users group Correlation Online news readers user group users user s return rate increased by 40%!!!

7 Framework Click to edit for Master social text media styles analytics Data Extraction Analysis and classification Presentation Extract the data from Social Networking sites Cleanse and Classify unstructured data through algorithms Map social data with business parameters for decision making Cross industry framework: can be tailored for any industry C&IP E&R FSI LSHC PS TMT 2014 BA Convention 7

8 2014 BA Convention 8 Hygiene Click to edit Surveillance Master text Tool styles POC Overview Social media contains large amount of structured and unstructured data (customer reviews, ratings, comments) which can be analyzed to identify customer sentiments by geography and time Hygiene rating received by each restaurant can be collected and visualized for better decision making ~17k data points collected for restaurant A, ~16k data points collected for restaurant B comparison Data Sources: Social Networking Websites, Restaurant Blogs and Forums Tool Capabilities Visualize Hygiene Data at different granularities Measure customer sentiments by indicators: Service, Taste, Price, Hygiene Analyze and compare performance with competitors by time, geography and category Evaluate success of ad campaigns and product launches Business Impact Key Inputs to Performance Management Provide Internal feedback to outlets Correlate Sales with sentiment and hygiene data Measure customer feedback in real time Devise customized promotions and campaigns

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