Big Data at The Speed of Business – How Customer Service Satisfaction & Costs Are Driving the Telecom Business
#SMTLive
#SMTLive
Thank You to Our Sponsor
#SMTLive
Join the Conversation…
Follow along and share your thoughts on
Twitter at #SMTLive
Submit your questions in the
GoToWebinarcontrol panel
#SMTLive
Our Speakers Jon Hall, Innovation Architect, Enterprise Transformation Strategist, SprintJon Hall is the Manager for Mobile Enablement at Sprint. He has developed products, processes, and solutions designed to enhance the B2B sales processes while discovering areas of collaborations between various departments throughout the Enterprise.. @jonhall316
Michael Galkin, Co-founder, VoiceNEXTMichael Galkin, Co-founder of VoiceNEXT, is a serial entrepreneur. Having started his first company in his freshman dorm room to taking another public, Mr. Galkin has a vision and turns that vision to reality. Mr. Galkin has extensive experience in the telecommunications industry. He was involved in the wireless industry from its inception. He is presently a leader in the VoIP industry.
Robin Carey. In 2007, Robin Carey founded Social Media Today, LLC, one of the first companies to manage online B2B communities that connect large organizations with people they want to influence. As traditional media went digital, and the internet went social, Robin was one of the first to realize that the emerging social media platforms offered huge promise to corporations seeking to interact directly with, and learn from, their customers, their employees, and experts . @RobinCarey
Perry McDonald, Worldwide Telecommunications Sector Executive for Analytics, IBMPerry McDonald is the worldwide telecommunications sector executive for analytics at IBM. In this role, Perry leads a team of industry experts focused on helping clients gain new business insights, improve the customer experience and realize the full potential of data big and small.
5
An Industry Disrupted: Five Key Themes Emerge
Cost Reduction
Customer Experience & Retention
New Products & Services
Analytics Driven Marketing
Radical Transformation
PAGE 6
IBM Big Data & Analytics Architecture
IBM Big Data & Analytics Infrastructure
ActionsAll Data Sources
Real-time
analytics zone
Enterprise warehous
e data mart and analytic
appliances zone
Information governance zone
Exploration, landing
and archive
zone
Information ingestion
and operational information
zone
Probe
CDR
XDR
App usage
Social Media
Location
Subscriber profile
CustomerService
Fraud Mgmt
Revenue Assurance
Credit & loans
Network Ops
Billing
COLLECT
Systems SecurityOn premise, Cloud, As a service
Storage
What could happen?
Predictive analyticsand modeling
What action should I take?
Decisionmanagement
What is happening?Discovery and
exploration
Why did it happen?
Reporting, analysis,content analytics
CognitiveFabric
ANALYSE
#SMTLive
Innovative Business Models
Transform business for
higher efficiency
Improve Subscriber
Insight
Proactive Care
How can I improve revenue from call center and lower costs?
Network Insightand AnalyticsHow can I innovate and improve my network for better subscriber experience?
ProactiveMarketing & SalesNBA/NBOPBA/PBOOmni-Channel
Subscriber Profiling& Enrichment How can I deliver targeted marketing campaigns for higher acceptance rate?
Subscriber Analytics (Segmentation)How can I uncover new insights from subscriber data for better marketing & customer service?
KPI Correlation
Drive new and deeply correlated insights on key measures enabling new value: NPS, Churn, Cross Sell
Internet of Things Analytics and UsageHow can I capitalize on insights gathered from IoT to offer personalized value-added services?
Customer DataLocation MonetizationHow can I monetize subscriber data for higher revenue & profits?
Vertical Analytics IntegrationRetailTransportationFinancial
Core Analytics Use Cases Have Emerged: Accelerate Digital Transformation
EBITDANPS
Revenue Growth
New revenue streams Partner collaboration & OTT “Revenue-isation” 2 – 5%
Gross add share Leads conversion & New product launches 0.5 – 1%
Churn Retention campaigns & Customer satisfaction 1 – 2%
Cross/Up-sell/3 & 4 play Campaign response rate & Average order value up 3 – 5%
Equipment revenue Device and accessory sales 0.5%
Cost reduction
Marketing costs Targeted Marketing & Operational efficiency 0.5 – 1%
Customer care & billing enquiries
CSR productivity & Call handling time reduction 1 – 2%
Sales costs Order automation & Omni -channel 1 – 2.5%
Other benefits
Employee sat, NPS, Engaging content, etc Benefit as % of
revenue
The “transformed” Analytics Driven Digital Service Provider Delivers Material Financial & Customer Benefits
©2015 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
#moveforward 9
Using Big Data to Understand
Net Promoter Score or (NPS) uses big data to judge customer satisfaction.
Would you Recommend the Brand?
Social Listening
Get to see & hear in real time what your customers
are saying and experiencing.
©2015 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
#moveforward 10
Using Big Data to Communicate
WebRTC gives companies the flexibility to communicate back with their customers on virtually any medium
©2015 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
#moveforward 11
Using Big Data to Predict
-The Boring Definition-
“Predictive analytics is the practice of
extracting information from existing data sets in order to determine patterns and predict future outcomes and
trends.” -The Reality-
Predictive analytics is the key to understanding where you are, and where
your going.
#SMTLive
Repairs get Smarter with the Internet of Things
Smarter Repair Methods
#SMTLive
Current Case Study
• Social Services Non-Profit runs a NYC call center for homeless and at risk homeless people
• They are challenged by the Grant giver to add SMS text messages as an additional method for communicating
• Adding SMS to a voice based call center increases the complexity 10 fold.
• There needs to be a way to keep this simple but still allow a better end user experience.
#SMTLive
Need to Find a way to Properly Fish in the Sea of Data
To ensure a positive user experience; companies must “fish out” the proper data from a sea of data.
#SMTLive
Join the Conversation…
Follow along and share your thoughts on
Twitter at #SMTLive
Submit your questions in the
GoToWebinarcontrol panel
#SMTLive
Our Speakers Jon Hall, Innovation Architect, Enterprise Transformation Strategist, SprintJon Hall is the Manager for Mobile Enablement at Sprint. He has developed products, processes, and solutions designed to enhance the B2B sales processes while discovering areas of collaborations between various departments throughout the Enterprise.. @jonhall316
Michael Galkin, Co-founder, VoiceNEXTMichael Galkin, Co-founder of VoiceNEXT, is a serial entrepreneur. Having started his first company in his freshman dorm room to taking another public, Mr. Galkin has a vision and turns that vision to reality. Mr. Galkin has extensive experience in the telecommunications industry. He was involved in the wireless industry from its inception. He is presently a leader in the VoIP industry.
Robin Carey. In 2007, Robin Carey founded Social Media Today, LLC, one of the first companies to manage online B2B communities that connect large organizations with people they want to influence. As traditional media went digital, and the internet went social, Robin was one of the first to realize that the emerging social media platforms offered huge promise to corporations seeking to interact directly with, and learn from, their customers, their employees, and experts . @RobinCarey
Perry McDonald, Worldwide Telecommunications Sector Executive for Analytics, IBMPerry McDonald is the worldwide telecommunications sector executive for analytics at IBM. In this role, Perry leads a team of industry experts focused on helping clients gain new business insights, improve the customer experience and realize the full potential of data big and small.
#SMTLive
Upcoming Webinar
December 1st:
Making the Case for Employee Advocacy At Your Firm