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Christopher Stanley Senior Director – Europe EIM Practice Head Virtusa Corporation

Overcome Information Challenges to Improve Customer Experience

Are you listening to your Data?

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Topics

• What are some of the Information Challenges faced by Companies Today? Why do they still exist?

• What are some of the Big Data challenges and opportunities?

• How can effective Information Management help with these challenges?

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Business Outcomes

• Improve Revenue

• Improve Customer Service

• Differentiate Products

• Leverage upsell and cross sell opportunities

• Reduce Costs

• Manage Risk, Regulation & Compliance Drivers

• Make decisions based on information

Companies are Focused on Improving Business Outcomes

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Information Challenges

• High Data Complexity & Volume

• Unclear Requirements

• Different levels of Granularity

• Data Governance

• Obsolete Data

• Social data rarely leveraged

• Insufficient Standardisation

• Inadequate technology

Business Outcomes

• Improve Revenue

• Improve Customer Service

• Differentiate Products

• Leverage upsell and cross sell opportunities

• Reduce Costs

• Manage Risk, Regulation & Compliance Drivers

• Make decisions based on information

However… They are Facing Many Information Challenges

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Information Challenges

• High Data Complexity & Volume

• Unclear Requirements

• Different levels of Granularity

• Data Governance

• Obsolete Data

• Social data rarely leveraged

• Insufficient Standardisation

• Inadequate technology

Business Outcomes

• Improve Revenue

• Improve Customer Service

• Differentiate Products

• Leverage upsell and cross sell opportunities

• Reduce Costs

• Manage Risk, Regulation & Compliance Drivers

• Make decisions based on information

However… They are Facing Many Information Challenges

75% of leading companies are incapable of creating a unified view

of their customer Source : It's really (almost) all about the data: Optimizing loyalty initiatives By Michael Lowenstein, CPCM, Managing Director, Customer Retention Associates

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A Business Scenario we often see

Multiple Service Channels

Web Call Centre

Social Networks

Mobile Solutions

Multiple Consumers

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A Business Scenario we often see

Web Call Centre

Social Networks

Mobile Solutions

Multiple Customers

Increasing Volume

Increasing Variety

Increasing Complexity

Multiple Data Sources

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Web Call Centre

Social Networks

Mobile Solutions

Multiple Customers

A Business Scenario we often see

..and drives Manual Data Capture

Multiple Data Sources

…leads to inefficient Processes…

The resulting Data Fragmentation …

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Web Call Centre

Social Networks

Mobile Solutions

Multiple Customers

A Business Scenario we often see

Multiple Data Sources

Increasingly Un-Managed

Increasingly Un-Sustainable

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Web Call Centre

Social Networks

Mobile Solutions

Multiple Customers

A Business Scenario we often see

Multiple Data Sources

Drives Inconsistent Customer Handling

Results in Unhappy Customers

Information not Readily Available

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Why do these Challenges Still

Exist?

A Business Scenario we often see

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Why Do These Challenges still Exist?

Lack of Business Sponsorship – Sponsors change, Significant Investment

Limited Knowledge Sharing - Particularly within multiple subsidiaries

Mergers & Acquisitions - Integrating People, Processes & Technology

EIM Architecture & Strategy - If it exists, not consistent across Groups

Data Archiving - “I don’t want to reduce my marketing contact base”

Converged Services - Technology focused not People & Process focused

Technology Implementations – Should be Platform focused, not piecemeal

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The landscape is also changing…….

The New World Order is Here…..

• 6B mobile users

• 10.9B Apps Downloaded

• $7B in mobile payments

• 8T text messages

New ways of working, New ways of consuming services

• 50m tweets/day

• 800m on FaceBook

• 120m on LinkedIn

• 4 out of 5 internet users on Social

• Netflix

• YouTube

• Pandora/Spotify

• Google Docs

• DropBox

• Carbonite

• Google 24PB/day

• Facebk 12TB/day

• NYSE 1TB/day

• eBay 50TB/day

• Walmart 100TB

Mobility Social Cloud Big Data

Source: MobiThinking 2012

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Everyday we create 2.5 quintillion bytes of data: 90% of the worlds data has been created in the last 2 years alone

iPhone vs ENIAC

• 200,000 times lighter

• 400,000 times more powerful

• 29,000 times cheaper

Source: Avanade Research: Impact of Big Data, Nov 2011; Cowen Report: A new breed of Database Vendor

July 2011

• Datasets are growing so large that they are awkward and costly to manipulate with traditional EIM toolsets

• 56% of executives are overwhelmed by data, 62% admit to an “Insight Gap”

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The Opportunity for “Big Data”

• Find insight in new and emerging data types

• Segmenting Customer base to customise next actions

• Supporting the automation of Human & Process decision making

• Enable more innovation for new products and services

Source: Mckinsey - Big Data The Next Frontier for innovation, competition and productivity

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How do you……..

• Understand and Exploit “Big Data” when it comes in an Unstructured Format, such as text, video, social media

• Capture the Most Important Data as it happens and deliver that to the right people at the right time

• Store, Organise, Optimise & Exploit “Big Data” given its size and our computational capacity

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Information

Governance

Principles

Standards

Policies

Ownership

Stewardship

Information

Requirements

Analysis

Modelling

Validation

Information

Architecture

Migration

Storage

Access

Archiving

Retirement

Taxonomy

Information

Management

Definitions

Master Data

Transaction Data

Meta Data

Information

Quality

Verification

Profiling

Cleansing

Monitoring

Compliance

Traceability

Information

Security

Standards

Procedures

Permissions

Compliance

Controls

Audit

Information

Exploitation

Abstraction

Architecture

Warehousing

Reporting

KPIs

1. Defined, Created or

Captured

2. Organised

3. Stored

4. Exploited

5. Archived & Disposed

Business Outcomes > Information Needs

The Information

Lifecycle

Information Has A Lifecycle – It Needs To Be Managed

Business Benefits are driven from here

However…. You need to invest here

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Information

Governance

Principles

Standards

Policies

Ownership

Stewardship

Information

Requirements

Analysis

Modelling

Validation

Information

Architecture

Migration

Storage

Access

Archiving

Retirement

Taxonomy

Information

Management

Definitions

Master Data

Transaction Data

Meta Data

Information

Quality

Verification

Profiling

Cleansing

Monitoring

Compliance

Traceability

Information

Security

Standards

Procedures

Permissions

Compliance

Controls

Audit

Information

Exploitation

Abstraction

Architecture

Warehousing

Reporting

KPIs

1. Defined, Created or

Captured

2. Organised

3. Stored

4. Exploited

5. Archived & Disposed

Business Outcomes > Information Needs

Technology is the Enabler People and Process are the critical components

The Information

Lifecycle

Information Has A Lifecycle – It Needs To Be Managed

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Web Call Centre

Social Networks

Mobile Solutions

Multiple Customers

A Business Scenario we often see

Multiple Data Sources

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Web Call Centre

Social Networks

Mobile Solutions

Multiple Customers

Unifying Customer Experiences through Effective Information Management & Converged Solutions

Multiple Data Sources

Effective Process Management

Effective Information Management

Unified & Consistent Experience

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Summary

• Significant information challenges still exist in organisations today

• Ever increasing data complexity and volume magnify the challenges and lead to inconstant customer experiences – affecting Business Outcomes

• Managing your information more effectively really can help differentiate you from your competition

• This is a business problem, however an effective technology platform is the Key enabler

• People & Process enabled by effective technology

• We specialise in helping our clients make the most of the information that they have to improve business outcomes

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What sort of a company are we

• Heritage of Engineering & Innovation • We started 16 years ago engineering Data Integration and Content

Management software for our clients. We build Enduring Software Platforms

• Unique Product Development and Full Life Cycle Experience • A different heritage to most SI organisations

• Partnership and Attention: We are “Right Sized” • We are not too big, nor too small • We will bring committed Executive Management attention at all levels

• Client Delight Index: Key Measurement through Transparency • Teams are compensated on CDI, Client Success is Mandatory and we are

incentivised • Industry recognised expertise in building platforms & applications

• Forrester rates us as a leading application platform SI • Ability to bring re-usability and automation to disrupt scale and enhance

efficiency

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Come and Visit our Booth

• We would be delighted to discuss your Scenarios in more detail over Lunch or during the afternoon

• We are at Booth 6

• Come and visit us and see how we can help you “Listen to your Data more effectively”

• Come and ask any Questions that you may have

• Thanks for your attention

Christopher Stanley Senior Director - EMEA EIM Solutions Head Email: cstanley@virtusa.com