Big Data at The Speed of Business – How Customer Service Satisfaction & Costs Are Driving the Telecom Business

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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

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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.

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Repairs get Smarter with the Internet of Things

Smarter Repair Methods

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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.

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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.

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