Step 1: Identify
Step 2: Quantify
Step 3: Capture Value
Step 1: Identify
Big Data & Analytics
Readiness
Identify use cases
Set up analytical framework
Extract, transform and load data from different sources
Identify, collect, combine
Define questions to answer, highlight internal/external value
Formulate data requirements, Select solution to push data
Set international company context and harmonize variables/ dimensions, cross solution identifiers
Innovation & Trends
Inspiration
Global Trends, segmentation, needs hierarchy, consumer journey
Find inspirations: Day in the life
Customer Experience (CX)
Identify
Map the consumer/customer experience
Identify the relevant brand touchpoints
Understand the organizations capability to manage the customer experience
Step 2: Quantify
Big Data & Analytics
Analytics
Explore and learn
Model cross solution analysis
Visualize insights
Explore, model, visualize
Better understand the data and prepare for further use
Combine input dat with outcome values to see efficiency and potentially predict results
Make insights available, empower others
Innovation & Trends
Empowerment
Advisory networks, focus groups, customized online surveys
Prioritize solutions/ Solutions screener
Customer Experience (CX)
Track
Technology evaluation, interface with existing CRM, ERP, Call Center software
Step 3: Capture Value
Big Data & Analytics
Implementation
Activate insights
People adapt changes
Acceptance leads to improved data quality and higher quality of decisions
Activate, aapt, improve
Transform insights into operational models and processes
Internal/external value ensures that people accept changes
Innovation & Trends
Assurance
Validate and decide
Activate and implement
Customer Experience (CX)
Manage CX
Implement in MbO process
Provide updates and feedback on a regular basis