Unleashing the Potential of your Social Media and CRM Data. Markus Hirsch Sales Manager

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1 Unleashing the Potential of your Social Media and CRM Data Markus Hirsch Sales Manager

2 To get the RIGHT INFORMATION to the RIGHT PLACE, at the RIGHT TIME and put it in the RIGHT CONTEXT to make the WORLD A BETTER PLACE.

3 Big Data: From Transactions to Interactions EXABYTES Click Stream Social Server Logs Sensors BIG DATA PETABYTES Offer History A/B Testing WEB Video TERABYTES Segmentation CRM Search Marketing GIGABYTES Purchase Record ERP Customer Touches Text INCREASING VOLUME, VARIETY, VELOCITY & COMPLEXITY

4

5 Big Data Requires a New Approach I know what I need Business determines what questions to ask Capture everything LEGACY BI Structured Repeatable Capture only what is needed IT structures data to answer those questions I don t know what I need! IT delivers platform to store, refine & analyze all data sources BIG DATA DISCOVERY Multi-Structured Iterative Business explores data for questions worth answering Copyright TIBCO Software Inc. All rights reserved. TIBCO Confidential & Proprietary Information.

6 TIBCO PLATFORM

7 Copyright TIBCO Software Inc. Inside the Platform AUTOMATION EVENTS ANALYTICS CLOUD SOCIAL Messaging Integration BPM MDM Other middleware Events/CEP Rules In-memory Data Grid Log Management Visual Analysis Data Discovery Statistics Geo-Location KPIs ipaas DaaS SaaS Social Bus 8

8 ANALYTICS a powerful way to compete The exponential pace of innovation will require companies to harness data and efficiently convert it to insights. Deloitte Consulting, 2013 "Formula for Growth (Innovation) Big Data & Analytics "

9 TRANSFORM YOUR DATA INTO VALUE Immediate Insights Informed Decision Making Fast Action A Competitive Edge

10

11 Enterprise Analytics Platform Measure Diagnose Predict & Optimize Operationalize Automate Transform Big Data Storage Unstructured Data Processing Enterprise & Analytic Data Warehouses Statistical Engines Real-Time Event Processing DATA AT REST DATA IN MOTION WITSML RASTER VIDEO TEXT AUDIO LOGS SCADA SAP SEISMIC SCM GEO- LOCATION CLOUD- SOURCED DATA SENSOR

12 Enterprise Analytics Platform Measure Diagnose Predict & Optimize Operationalize Automate Transform DATA AT REST DATA IN MOTION WITSML RASTER VIDEO TEXT AUDIO LOGS SCADA SAP SEISMIC SCM GEO- LOCATION CLOUD- SOURCED DATA SENSOR

13 Information Divide Structured Data Customer Sales Products Market data Competitor Sales information Costs Unstructured Content Social Media News Correspondence Web PDF/Word/Text Documents

14 Customer name What does this single tell us? To: X Airline Service From: Joe Customer Subject: My recent experience with your phone agent Date: :35:00 Sentiment Customer Competitor I travelled on your airline from San Francisco to Boston and had a terrible experience with your phone agent. I had recently been granted frequent flyer status on your airline matching my status on airline Y and when I checked in for my flight was able to select a window upgraded seat. However, when I arrived at the airport, I was in a middle seat. I called the customer help desk and was told that no seats are guaranteed and there was nothing that could be done for me. The agent spoke in a very rude tone, not the way I would expect you to treat your frequent flyers. Key terms for my industry Relevant Airport Locations and Route

15 % negative Customer Service interactions What could the value of a lot of s be? Phone Agent Upgraded Seat Matching my status Middle Seat SFO-BOS BOS-LGA ORD-MCO MIA-ORD LAS-LAX DFW-ORD Percent negative / positive per route

16 Attivio & Spotfire Actionable Insights from Structured Data & Unstructured Content Simultaneously visualize structured data & unstructured content Google-like end user experience User enters query in search box Data & content results intuitively displayed User visually explores results Quickly gain key insight from: , Documents, Social Media, Customer Call Notes, CMS content, SharePoint content, Contracts, etc

17 Information Overview Copyright TIBCO Software Inc.

18 Source View Copyright TIBCO Software Inc.

19 Detailed View Copyright TIBCO Software Inc.

20 Drill Down View Copyright TIBCO Software Inc.

21 Thank you for joining. Markus Hirsch, Sales Manager CEE TIBCO Copyright TIBCO Software Inc.

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