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Improving the Customer's Experience through Data Analytics George Larribas EVP Group Head Client Services
Los Angeles, California
Agenda
Data & service culture
Understanding the DNA of your customer
Understanding customer’s needs
Understanding customer support
Action plan for incremental improvements
Benefits of data analytics
Pitfalls of data analytics
Continuous improvements
Q & A
Vendor list
1
Data and service culture
Knowing and understanding
Understanding the customer wants and needs
Understanding how products and services are used
Proactive vs. reactive servicing
Calibrating and recalibrating
2
10
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
55.00%
60.00%
65.00%
70.00%
InternationalCustomerService
DedicatedCharlotte
DedicatedWinstonSalem
DedicatedSan
Francisco
eMessagingLos
Angeles
DedicatedPhiladelphia
DedicatedJacksonville
DedicatedMinneapolis
ServiceJacksonville
eMessagingJacksonville
DedocatedLos
Angeles
ServiceMinneapolis
ServiceWinstonSalem
Service SanFrancisco
Self
Serv
ice %
Median: 30.32%
Site Function: Dedicated Charlotte Case Count: 3,802 Past Due %: 4.18% Self Service %: 61.68%
Site Function: Dedicated Los Angeles Case Count: 1,549 Past Due %: 2.52% Self Service %: 17.62%
Case management/service team comparison
% of self-service
Action plan for incremental improvements
11
Understand organizations
data
Connect Disparate
data
Develop processes for quality data
Ensure current
reliable and accessible
data
Benefits of data analytics
Better, faster decision making – Increase first touch resolution –Ability to temporarily reallocate resources to handle
spikes in demand – Faster responsiveness to current events
Issue definition and resolution – Interactive dashboards allows users to organize the
information in any way that makes sense to them and that supports their specific question or concern
Identification of process improvements –Enhanced ability to manage multiple SLAs across large
data centers, and achieve better compliance with those SLAs
12
Data doesn’t always lead to good decisions
Analytic skills are not contained to just the experts
Failure to listen to the customer needs and team members who can provide the operational insight required for proactive actions
Not challenging managers and users to support their ideas by using information and metrics
Pitfalls of data analytics
13
Continuous improvement
Key success criteria:
Leveraging meaningful customer data as a strategic asset
Ensure that all data initiatives are aligned closely to your customer focused objectives
Dedicate time and resources to data analytics
Communicate the data usage to ensure clear expectation of “clean” data
14
Business Intelligence Vendor List
16
IBM Oracle SAP MicroStraegy Information Builders Tibco (Spotfire) Tableau Targit Board International
Microsoft Actuate LogiXML QlikTeck Pentaho Jaspersoft Panorama Software Arcplan