Transcript TRD 16: “Disruptive Technologies in the Big Data Ecosystem”

TRD 16: “Disruptive Technologies in
the Big Data Ecosystem”
Moderator: Amy Neustein, Ph.D., Author/Editor, Springer, DeGruyter, CEO of
Linguistic Technology Systems
Panelists: Jared Camins-Esakov, Founder and CEO, Biblionarrator, C&P
Bibliography Services; David Siles, Vice President of Channels and Alliances,
DataGravity; Daniel Ziv, VP of Customer Analytics, Verint
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TRD 16: “Disruptive Technologies in the Big Data
Ecosystem”
Disruptive technologies: What are data shift, data primacy, structured data,
high definition data, unstructured data, and semi-structured data?
Learn about the challenges of retrieving actionable data and how to apply
new text analytic and speech-based customer analytic tools for today’s big
data ecosystem.
Learn how this shift impacts current and future data centers.
Increase your understanding of annotation as an effective data strategy, the
value of metadata, and customer analytics, as well as the underlying
architectures that impact business needs so that you can learn to better
plan for future needs.
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Jared Camins-Esakov
Founder and CEO, Biblionarrator, C & P Bibliography Services
E-mail: [email protected]
Website: www.biblionarrator.com
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Semi-structured data: structure in chaos
• When “unstructured” data isn’t
• “Information seeking behavior” for executives
• Ontologies: designing your data strategy to
answer the right questions
• Annotation as an effective data strategy
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Additional resources
www.biblionarrator.com/dcwdata
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David Siles
VP, Worldwide Channels & Alliances
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Data-Aware Storage – Listen to your Data
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Storage is evolving. It is getting smarter.
Your data knows a great deal about your business – how do
you ask it questions?
Three questions to ask yourself?
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How are we storing and managing data, and are we sharing it?
Who owns the data, and how are they using it?
How can we find value in the unstructured data?
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Content in Context as well as the Why – represent critical insights to
business users.
Your metadata could speak volumes.
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DataGravity® - Reference Links
Website: www.datagravity.com
Blog: blog.datagravity.com
Twitter: @DataGravityInc
Reference case studies, live weekly webinars, and
solution briefs available on our website.
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Big Voice of the Customer Data
Unstructured
Voice Calls
Blogs
E-mails, Chat, SMS
Social Media
Survey Comments
Word of Mouth
Internal
(Direct)
External
(Public)
Surveys
Agent Disposition
Quality Scores
Online Ratings
3rd Party Market
Research
Structured
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Big Voice of the Customer Data
Unstructured
Voice Calls
E-mails, Chat, SMS
Survey Comments
Internal
(Direct)
Blogs
Social Media
Word of Mouth
“Dark Data”
90% of our digital
information universe is now
unstructured (IDC)
Customer
Surveys
Agent Disposition
Quality Scores
External
(Public)
Online
Ratings
3rd Party
Market
Research
Structured
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Customer Analytics
Mine All Customer Interactions
Voice, Text, Chat, SMS, Survey, Social…
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Enabling Technology
Helps Optimize
Customer
Engagement
Smart
technology
solutions can
play a critical
role in
omnichannel
optimization
Customer
Insight
Strategy &
Alignment
Engagement
Management
Customer
Engagement
Optimization
Maturity
Model
Workforce
Optimization
Processes
& Journeys
Governance &
Measurement
Organization Culture
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OPERATIONAL
EFFICIENCY
RISK REDUCTION
CUSTOMER
LOYALTY
REVENUE
ENHANCEMENT
Enrich
Interactions
OMNI-CHANNEL CUSTOMER ENGAGEMENT
Social
Mobile
Web Self Service
Email/Chat
Phone
Back Office
Branches Stores
Field
Services
Actionable Intelligence™
Improve
Processes
Optimize
Workforce
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Customer Case Study
The Situation
•
Large Telco
•
Internal + outsourced call centers
•
Total of about 9,000 agents
•
All with Customer Analytics
The Insight
•
Customers Ordering New Phone, Online
•
90% of shipments sent within 5 days
•
But remaining 10% call 10x more
The Outcome
• 30% increase in customer satisfaction
• $180 million of savings indentified
within first year of deployment
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TRD 16: “Disruptive Technologies in the Big Data
Ecosystem”
Moderator: Amy Neustein, Ph.D., Author/Editor, Springer, DeGruyter, CEO of Linguistic
Technology Systems ([email protected])
Jared Camins-Esakov, Founder and CEO, Biblionarrator, C&P Bibliography Services
([email protected])
David Siles, Vice President of Channels and Alliances, DataGravity
([email protected])
Daniel Ziv, VP of Customer Analytics, Verint ([email protected])
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