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

Understanding the DNA of your customers

Customer Definition

Touch points

Products and

Services

3

4

5

Understanding customer’s needs

Training

Resolution

New products

6

7

8

Understanding customer support

Resolution time

Best Fit Solutions

Self Service

9

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

15 15

Questions

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

Thank you!!!