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Scaling and institutionalizing analytics to enhance customer experience

SINCHAN BANERJEE17TH SEPTEMBER 2014

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ANALYTICS DEFINED

Hindsight Insight Foresight

Ad Hoc QueriesStandard Reports

AlertsQuery/Drill Down

Statistical Analysis

OptimizationPredictive Modeling

Simulation

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THE VALUE CASE

• Top-performing organizations use analytics consistently in decision making

• The challenge to stay differentiated using analytics is increasing – although early trend, competitive advantage from Analytics is levelling off

• Pockets within organizations are innovating with Analytics – there is further upside at the organizational level

• Shared Services organizations uniquely positioned to leverage the diverse data they manage

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CRITICAL COMPONENTS….

• Data – access, accuracy, management – competition for the right data in addition to competition with data

• A consistent organizational ‘analytical culture’ that is supported at all levels

• Resources - Skills, Investments…..

• Getting the end to end value chain view

IN THE END, IT IS ABOUT CONSTANTLY STAYING RELEVANT

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WHAT ANALYTICAL INNOVATORS DO..…

1. Open to new ideas that challenge current practice

2. View data as a core asset

3. Senior Management push to make the organization more data driven and analytical

4. Use analytical insights in guiding strategy

5. Let analytics help change the way business is conducted

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Thank You