predictive data analytics for commercial impact
TRANSCRIPT
Predictive Data and Analytics For Real Commercial Impact
Vicky Brock, Tech Innovator of the Year & CEO, Clear Returns @brockvicky www.clearreturns.com
Trends, challenges, getting internal traction & a case study on reducing retail returns
Vicky Brock, CEO Clear Returns www.clearreturns.com
The harder I work, the luckier I get !?
[email protected] @brockvicky www.clearreturns.com
Consistently efficient analytics
I measure what matters
I analyse less and act more
I’ve refined my “so what” filters
I trust gut instinct I can’t explain over data that’s too good to be true
I am probably not as smart as you - but:
[email protected] @brockvicky www.clearreturns.com
“give us your datas” Especially
the big ones
The new hot zone!
[email protected] @brockvicky www.clearreturns.com
My structured & unstructured world
[email protected] @brockvicky www.clearreturns.com
Variety? Volume? Veracity? Velocity?
Big data = big pants
[email protected] @brockvicky www.clearreturns.com
Clean is best
Holes = bad
Controlling access is a good thing
It’s what you do with it that counts
messy
vast siloed
mind-blowingly
unknowably irreconcilably
[email protected] @brockvicky www.clearreturns.com
If you’re truly in a big data world
[email protected] @brockvicky www.clearreturns.com
If you’re truly in a big data world
Low on context & business question
led exploration
High on tech & architecture focus, pattern recognition
messy
political siloed
solvable
handle with care solvable
[email protected] @brockvicky www.clearreturns.com
If you’re in a “not technically big” data world
[email protected] @brockvicky www.clearreturns.com
Low on replicable, consistent analytics
process
Huge untapped opportunity for
commercial impact
If you’re in a “not technically big” data world
Building a culture of
So what???
[email protected] @brockvicky www.clearreturns.com
Challenge 1
Do you REALLY know why your organisation does what it does? Have you read – and understood – the annual report & accounts?
Analytics has no value
without action
[email protected] @brockvicky www.clearreturns.com
Challenge 2
Do more with less Break the cycle of analysis paralysis Start somewhere – perfection kills profit and is inefficient
What influences the people who influence you?
Create a data culture Commercial exposure
Understand compensation & KPIs of leadership Questioning, not warfare or procrastination Test , accept failure & mistake, iterate
[email protected] @brockvicky www.clearreturns.com
Challenge 3
Segmentation
Custom responses
Automation
Fraud
[email protected] @brockvicky www.clearreturns.com
Tackle missed opportunities
More £ for equal or less effort
Churn
Top level operational
visibility
Customer segmentation
Stuff that really matters
[email protected] @brockvicky www.clearreturns.com
The pay rise zone
Focus on the big insights
Some real life examples from Clear Returns
Top Tech Start-up in Europe
Big Data Venture Challenge & IBM Smartcamp Winner
Vicky Brock, Tech Innovator of the Year & CEO, Clear Returns @brockvicky www.clearreturns.com
Up to 60% returned
£221 billion preventable retail returns*
& returns are growing faster than sales
*Returns cost retailers £435billion globally, with £221billion deemed preventable. IHL Group, Retail Analysts, June 2015
Can’t be resold as new
Faulty?
It’s not a sale until the shopper decides to keep it
Clear Returns SaaS intelligence platform helps retailers retain £1million extra revenue per £10million refunded
Because once returns are factored in, not all customers are equally loyal or profitable & not all product covers its costs
Retain more
revenue
Cut costs and
wastage
Improve customer
experience & lifetime
spend
Improved buying
decisions & stock
coverage
Optimise profits
First time & high value customers are disproportionately affected by product/expectation gap issue
@clearreturns @brockvicky
[email protected] @brockvicky www.clearreturns.com
Problem products are extra costly
10% of products cause up to 50% of returns impacts
Not all products return equally
Early warning...
Predicting the returns the retailer hasn’t bought yet
So what?? So What??
Problem products are extra costly
Early warning on problem products & returns sensitive customers is key
Prediction means problems fixed fast
Marketing can turn calm kitties into crazy returns monsters
1% customers cause up to 10% of returns costs
Not all customers return equally
@clearreturns | www.clearreturns.com | 0141 554 4175 | [email protected]
0141 554 4175 www.clearreturns.com
Vicky Brock, CEO 0141 554 4175 www.clearreturns.com
Thank you