Transforming Data Noise Into Data

Intelligence

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Our Speakers

Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay

Brendon O’Donovan is the Senior Product Marketing Manager leading the messaging and go-to-market strategies for Social and Data Acquisition at Clarabridge. With almost 10 years’ experience in account management and strategic marketing, Brendon is passionate about helping customers achieve data-driven social success. Brendon holds a BS in Marketing and International Business from The Pennsylvania State University and an M.B.A. from The Fuqua School of Business at Duke University.@BrendonODonovan

Mason Nelder is Director of Verizon Central Insights & Social Business. An "Intreprenuer" at heart, he has held five roles that previously did not exist in the company. Leveraging his experience in Marketing, Communications, IT, and Operational Excellence, he established the vision and operational model of Social Business and Strategy for Verizon. Mason founded Verizon Central Insights, the centralized Analytics and Insights practice that enables all lines of business and functional areas with Social Conversation, Customer Experience feedback and Innovative Business Insights. @MasonNelder

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From Data to Insights

StaffFood

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Remove Spam and Irrelevant Content

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Categorize

VS.

0

100

200

300

400

500

600

700

# o

f P

ost

s

Total Volume Trend

Campaign #10

50

100

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250

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f P

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s

Category Trend

Product Attitude Service

Quality Legal

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Sentiment and Emotion Detection

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Uncover Patterns and Insights

Cause?

Why?

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10

We make it easy for customers

to do business with us by

Listening,

Anticipating and

Responding to their needs.

Mason NelderConsumer Insights & Social Business

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11

BIG Company. What to do?

150 Countries

2700 Cites

200+ Data Centers

1700+ Retail Sites

> 180K Employees

108M+ Retail Connections

97% of Fortune 500 Customers

9M+Total broadband connections

Analyze listening posts

across the enterprise

Gather critical data

from VOC/VOE

Identify trends &

predict future behavior

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 12

How do we CAPTURE?

TextSurveysVoiceSocial

Customer Interactions

Voice of Consumer

Improving Processes

Real time Results

VLSS/ CX Projects

20

0M

+2

8M

+

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 13

Enabling the business to make

deep connections with CONSUMERS

Strategy

Voice

Governance &

Education

Community

Vision and Structure to Deepen Experience

Agnostic, Unfiltered Truth of Consumer Voice

Educate, Train and Certify to Stabilize Experience

Connect and Collaborate to Sustain Experience

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 14

Empowering the business to make

CONSUMER-DRIVEN decisions

Education &

Awareness

Impacting

Business Units

Impacting

Brand

Impacting Real-Time

Consumer Engagement

VCI Pulse Real-Time Dashboards

Inform and validate decisions

Business Focused VOC/E Insights

Provide consumer sentiment drivers

Consumer Experience Research

Inform consumer-driven behaviors

Predictive & Proactive Insights

Predict VOC/E trends

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Our Speakers

Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay

Brendon O’Donovan is the Senior Product Marketing Manager leading the messaging and go-to-market strategies for Social and Data Acquisition at Clarabridge. With almost 10 years’ experience in account management and strategic marketing, Brendon is passionate about helping customers achieve data-driven social success. Brendon holds a BS in Marketing and International Business from The Pennsylvania State University and an M.B.A. from The Fuqua School of Business at Duke University.@BrendonODonovan

Mason Nelder is Director of Verizon Central Insights & Social Business. An "Intreprenuer" at heart, he has held five roles that previously did not exist in the company. Leveraging his experience in Marketing, Communications, IT, and Operational Excellence, he established the vision and operational model of Social Business and Strategy for Verizon. Mason founded Verizon Central Insights, the centralized Analytics and Insights practice that enables all lines of business and functional areas with Social Conversation, Customer Experience feedback and Innovative Business Insights. @MasonNelder

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Thank you to our sponsor

@Clarabridge

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Win a Free Ticket to The Social Shake-Up!

#SMTLive Audience: Tell us why you want to go to The Social Shake-Up to be entered for a chance to win.

Tweet: “I want to go to #socialshakeup15 because…”

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Featured Upcoming Webinar

March 31th

Pilot to Deployed: Employee Advocacy is How You Scale Social

Panelists: Mike Bailey, Lauren Friedman & Brian Fanzo