Saturday, 12 January 2013

Enhancing Customer experience with Big Data Analytics

The era of Big Data is upon us.

Today, most organizations are still struggling to unlock the full value of this Big data that is available to them. From internet to mobile and social, the amount of customer data is continuously growing.

Company’s ability to extract value from big data through smart analytics will be the key to their business success.

Big data by definition is:
  • Volume - Unmanageable volumes by traditional databases
  • Variety - Combination of all the internal structured business data (CRM, ERP, POS and all the internal system data) and external unstructured data ( Social media data, feedback surveys, Audios, Videos, streaming data, Call center data, images)
  • Velocity - enormous speed at which it comes into the organization.

Channel based marketing is a least priority now. The increased amount of data available at individual customer level has allowed companies to do a personal marketing.  But all this customer data out there is worthless if you can’t process it & turn it into actionable intelligence.

With Big data platforms helping in  collection, integration, and transformation of large volumes of data, companies can conduct complex and varied analysis on much larger data sets and reduce the time to action and reaction to customer needs.

Organizations can now impact the entire customer life cycle and every interaction by being well prepared for each interaction, shaping the interaction in real time as it happens and driving the huge improvements across all the channels for next interaction.

By listening to the data as a signal from customers and working to personalize the experience for the customer, creates the value for the customer as well as business.

Some examples of enhancing the customer experience using Big data Analytics:
  • Retail giants are using Big data to personalize the offers to enhance customer experience
  • Healthcare companies are using it for improving the patient care in hospitals
  • Banks are using it for cross-up selling and bringing the new products to market
  • Insurance companies are making tailor made policies for their customers in real time
  • Manufacturing companies are using Big data to improve their products, predict the failures in their product lines ahead of time to make every customer interaction very smooth

Using Big data to address customer inputs before they become problems is extremely important to ensure they stay loyal and more profitable to the company.

Customers expect to have the best possible experience from their vendors/service providers. They want to be recognized as individuals and not as a part of a segment.


  1. Its also called as managing 3 V's
    V - Velocity of data
    V - Volume of data
    V - Variety of data.
    Looks fine as a concept. Long way to go..Hope its not just the hype or another bubble in waiting.

  2. Hi Sandeep,

    Thank you for your great post on how big data has benefited customer service. Data is there to be analyzed and used, and this post really highlights that. Good job!

    At the moment, I'm looking for bloggers and contributors for a storage and big data website. Would you perhaps be interested in contributing your past and future blog articles? We want this website to be a thriving community of experts generating conversations on big data, cloud computing and storage virtualization.

    It's free to join, and only the title and the first few sentences of your blog entries will be published on the website. We want readers to engage with your content and be directed to your blog for the full article. This way, you'll get traffic! :)

    If you’re interested or have any questions, please send me an email at tinajin [at] with “Tech” in the subject line. I'll be glad to answer any questions and get you started on being an expert contributor!

    Tina Jin

  3. This post is probably where I got the most useful information for my research. Thanks for posting, maybe we can see more on this.
    Are you aware of any other websites on this subject.

  4. Thanks for such an informative post. I learned some new stuff, thanks to the the keep it simple part it is written. Thanks again !

  5. I agree with the points that you are trying to say on your blog entry. My line of job is into online marketing campaign and having a data analytics to analyse volume of search traffic or social media signals really helps to improve the popularity and visibility of the company on the web.

  6. Thank you for sharing. Check the ViS platform for research center analytics.

  7. Its really very informative & helpful.

  8. They should learn how to deal and focus on what customer wants. I know, and we all know that shit happens but it is not always an excuse. It broke the want and desire of a certain kids (which is matters). It is a small thing but it does disappoint people, so it matters.

  9. Problem: HP Printer not connecting to my laptop.
    I had an issue while connecting my 2 year old HP printer to my brother's laptop that I had borrowed for starting my own business. I used a quick google search to fix the problem but that did not help me. I then decided to get professional help to solve my problem. After having received many quotations from various companies, i decided to go ahead with Online Tech Repair (
    Reasons I chose them over the others:
    1) They were extremely friendly and patient with me during my initial discussions and responded promptly to my request.
    2) Their prices were extremely reasonable.
    3) They were ready and willing to walk me through the entire process step by step and were on call with me till i got it fixed.
    How did they do it
    1) They first asked me to state my problem clearly and asked me a few questions. This was done to detect any physical connectivity issues with the printer.
    2) After having answered this, they confirmed that the printer and the laptop were functioning correctly.
    3) They then, asked me if they could access my laptop remotely to troubleshoot the problem and fix it. I agreed.
    4) One of the tech support executives accessed my laptop and started troubleshooting.
    5) I sat back and watched as the tech support executive was navigating my laptop to spot the issue. The issue was fixed.
    6) I was told that it was due to an older version of the driver that had been installed.
    My Experience I loved the entire friendly conversation that took place with them. They understood my needs clearly and acted upon the solution immediately. Being a technical noob, i sometimes find it difficult to communicate with tech support teams. It was a very
    different experience with the guys at Online Tech Repairs. You can check out their website or call them on 1-914-613-3786.
    Would definitely recommend this service to anyone who needs help fixing their computers.
    Thanks a ton guys. Great Job...

    Computer Sluggish or Plagued With a Virus? – If So you Need Online Tech Repairs
    As a leader in online computer repair, Online Tech Repairs Inc has the experience to deliver professional system optimization and virus removal.Headquartered in Great Neck, New York our certified technicians have been providing online computer repair and virus removal for customers around the world since 2004.
    Our three step system is easy to use; and provides you a safe, unobtrusive, and cost effective alternative to your computer service needs. By using state-of-the-art technology our computer experts can diagnose, and repair your computer system through the internet, no matter where you are.
    Our technician will guide you through the installation of Online Tech Repair Inc secure software. This software allows your dedicated computer expert to see and operate your computer just as if he was in the room with you. That means you don't have to unplug everything and bring it to our shop, or have a stranger tramping through your home.
    From our remote location the Online Tech expert can handle any computer issue you want addressed, like:
    • - System Optimization
    • - How it works Software Installations or Upgrades
    • - How it works Virus Removal
    • - How it works Home Network Set-ups
    Just to name a few.
    If you are unsure of what the problem may be, that is okay. We can run a complete diagnostic on your system and fix the problems we encounter. When we are done our software is removed; leaving you with a safe, secure and properly functioning system. The whole process usually takes less than an hour. You probably couldn't even get your computer to your local repair shop that fast!
    Call us now for a FREE COMPUTER DIAGONISTIC using DISCOUNT CODE ( on +1-914-613-3786 or chat with us on

  11. Thanks for this great website. I am trying to read some more posts but I cant get your website to display properly in my website.
    bryst tape

  12. Bigdata Analytics is a leading in the market now.. and BIG Data Hadoop Training’s



Related Posts Plugin for WordPress, Blogger...