1 TRD 16: “Disruptive Technologies in the Big Data Ecosystem” Moderator: Amy Neustein, Ph.D., Author/Editor, Springer, DeGruyter, CEO of Linguistic Technology Systems Panelists: Jared Camins-Esakov, Founder and CEO, Biblionarrator, C&P Bibliography Services; David Siles, Vice President of Channels and Alliances, DataGravity; Daniel Ziv, VP of Customer Analytics, Verint

2 TRD 16: “Disruptive Technologies in the Big Data Ecosystem” Disruptive technologies: What are data shift, data primacy, structured data, high definition data, unstructured data, and semi-structured data? Learn about the challenges of retrieving actionable data and how to apply new text analytic and speech-based customer analytic tools for today’s big data ecosystem. Learn how this shift impacts current and future data centers. Increase your understanding of annotation as an effective data strategy, the value of metadata, and customer analytics, as well as the underlying architectures that impact business needs so that you can learn to better plan for future needs.

3 Jared Camins-Esakov Founder and CEO, Biblionarrator, C & P Bibliography Services Website:

4 Semi-structured data: structure in chaos When “unstructured” data isn’t “Information seeking behavior” for executives Ontologies: designing your data strategy to answer the right questions Annotation as an effective data strategy

5 Additional resources

6 David Siles VP, Worldwide Channels & Alliances

7 Data-Aware Storage – Listen to your Data -Storage is evolving. It is getting smarter. -Your data knows a great deal about your business – how do you ask it questions? -Three questions to ask yourself? -How are we storing and managing data, and are we sharing it? -Who owns the data, and how are they using it? -How can we find value in the unstructured data? -Your metadata could speak volumes. -Content in Context as well as the Why – represent critical insights to business users.

8 DataGravity® - Reference Links Website: Blog: blog.datagravity.com Reference case studies, live weekly webinars, and solution briefs available on our website.

9 Big V oice o f the C ustomer Data Voice Calls s, Chat, SMS Survey Comments Voice Calls s, Chat, SMS Survey Comments Blogs Social Media Word of Mouth Blogs Social Media Word of Mouth Surveys Agent Disposition Quality Scores Surveys Agent Disposition Quality Scores Online Ratings 3 rd Party Market Research Online Ratings 3 rd Party Market Research Internal (Direct) External (Public) Unstructured Structured

10 Big V oice o f the C ustomer Data Voice Calls s, Chat, SMS Survey Comments “Dark Data” Voice Calls s, Chat, SMS Survey Comments “Dark Data” Blogs Social Media Word of Mouth Blogs Social Media Word of Mouth Customer Surveys Agent Disposition Quality Scores Customer Surveys Agent Disposition Quality Scores Online Ratings 3 rd Party Market Research Online Ratings 3 rd Party Market Research Internal (Direct) External (Public) Unstructured Structured 90% of our digital information universe is now unstructured (IDC)

11 Customer Analytics Mine All Customer Interactions Voice, Text, Chat, SMS, Survey, Social…

12 Customer Insight Engagement Management Workforce Optimization Processes & Journeys Organization Culture Governance & Measurement Strategy & Alignment Enabling Technology Helps Optimize Customer Engagement Smart technology solutions can play a critical role in omnichannel optimization Customer Engagement Optimization Maturity Model

13 Enrich Interactions Improve Processes REVENUE ENHANCEMENT CUSTOMER LOYALTY OPERATIONAL EFFICIENCY RISK REDUCTION Optimize Workforce OMNI-CHANNEL CUSTOMER ENGAGEMENT Back OfficeBranches Stores Field Services Mobile Web Self Service Phone /Chat Social Actionable Intelligence™

14 Customer Case Study The Situation Large Telco Internal + outsourced call centers Total of about 9,000 agents All with Customer Analytics The Insight Customers Ordering New Phone, Online 90% of shipments sent within 5 days But remaining 10% call 10x more The Outcome 30% increase in customer satisfaction $180 million of savings indentified within first year of deployment

15 TRD 16: “Disruptive Technologies in the Big Data Ecosystem” Moderator: Amy Neustein, Ph.D., Author/Editor, Springer, DeGruyter, CEO of Linguistic Technology Systems Jared Camins-Esakov, Founder and CEO, Biblionarrator, C&P Bibliography Services David Siles, Vice President of Channels and Alliances, DataGravity Daniel Ziv, VP of Customer Analytics, Verint