operational analytics & internet of things erick brethenoux.pdfthe next frontier erick...

Operational Analytics & Internet of Things The next frontier

Erick Brethenoux Director, IBM Analytics Solutions & Decision Management Strategy

March 11, 2015

2 | ©2015 IBM Corporation

Of mobile users keep their device

within arm’s reach 100% of the time

In the last 10 years the average

attention span has dropped from 12 to 5 minutes

The average office worker

checks his/her email box

40 times an hour - once every 1.5 minutes


(R)Evolutions, Pressure Points & Micro-moments

Workplace Life

Physical

Digital

Shrinking time span availability Exponentially increasing noise

McKinsey - The Internet of Things: Sizing up the opportunity


The Ambient Umbrella


Need-to-Know: welcome to the 140 characters World

Skills

reducing time

Time

Attention

Trust

Relevance

Trends

Societal: Social everything, everywhere: raising expectations & Fewer boundaries

Technological: More data, everywhere, anywhere & Fewer skills

Geopolitical: The explosion of risk & Fewer resources

Cloud

Mobile

Delivering insights on an as-needed basis where, when, how and if it matters

Transparence

Predict

Contextualize

Relativize Recommend

increasing volumes

Automate


The advent of the Internet of Self

Personal & Work

Social (Network)

Activities

Sensory,

Environmental

Contextual &

Situational Data

Personal

Historical

Contextual &

Situational Data

Organizations

(Enterprises/Go

vernment)

solicitation


Calm computing – “systems have to stay out of the way”

“the periphery”

Personal & Work

Social (Network)

Activities

Sensory,

Environmental

Contextual &

Situational Data

Personal

Historical

Contextual &

Situational Data

Organizations

(Enterprises/Gov

ernment)

solicitation

Ubiquitous Computing

Ambient Computing

Personal context


Inte

raction

s

(Ca

ll ce

nte

r,

se

nso

rs)

Be

ha

vio

ral

(Ord

ers

, a

larm

s)

Att

itu

din

al

(Su

rve

ys,

so

cia

l)

Dem

ogra

phic

(DB

, su

rve

ys)

Predict Contextualize

Relativize

Tri

gg

er

Analyze Deliver

Act

(or not)

Delivering insights on an as-needed basis where, when, how and if it matters

Any device

Any channel

Any form

Aggregate

Filter

Recommend

Proactively

recommend

Act / Automate

Responses or

Actions

Event Streams

Principles: Trust, Relevance & Transparence


Next… build the personal feedback loop


While keeping the person in charge


Campaign

"Intrusive" 1%-5% Response

Event-Driven

"Convenient" 5x Success

Real-Time

"Appropriate" 10x Success

Beware of the “creepy factor”

Too Slow Too Fast

Cost-Benefit

Response

Time

+

-

0

Creepy

Ideal

Usable

Irrelevant

Event:

Customer Response:


Thoughtful actions: codifying new rules of engagement

Customer Experience Management (CEM)

• Basic Principles:

– Transparency of Offering

– Relevancy of Communication

– Ease of Interaction

– Value of Incentive

• Value migrates to algorithms:

It’s not enough to understand customers — that understanding needs to be transformed

into actionable instructions that applications and systems can perform.

Customer equation value:

• ability to define or infer the right time to engage customers

• determine the information or services they need at that moment

• prioritize the information and services available to them

The companies that can best identify and codify these new rules of engagement will be

those best positioned to proactively satisfy increasingly challenging customer expectations

operational analytics & internet of things erick brethenoux.pdfthe next frontier erick...

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