Seamless Customer Experience for Telecoms: A Practical Approach

Seamless Customer Experience for Telecoms: A Practical Approach

In this age of data and convenience, customers across the globe are getting used to great customer experience from numerous companies. Big names such as Google, Apple, Amazon, and many others lead...

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Seamless Customer Experience for Telecoms: A Practical Approach

Seamless Customer Experience for Telecoms: A Practical Approach

In this age of data and convenience, customers across the globe are getting used to great customer experience from numerous companies. Big names such as Google, Apple, Amazon, and many others lead the way when it comes to ensuring a seamless customer experience. While these names lead the front, Telcos lag behind when it comes to their perception of great customer experience.

In consideration of the fact that Telcos lag behind when it comes to their perception of great customer experience, I recently talked to Thomas Kinnman from Ericsson. Both of us discussed important factors related to customer experience in the eyes of Telcos, and what should be done in this regard.

Telcos Lagging Perception of Great CX

There are numerous negative customer experiences that often go unnoticed by Telcos. Telcos fail to deliver action at the right time and often end up losing the customer value that they would have wanted to provide. It is necessary for Telcos to understand what constitutes a negative experience and what should be done to cater to their customers. It is also extremely important that Telcos understand that not all customers have the same expectations, and that, indeed, expectations can widely vary from person to ...


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How Deep Learning Will Change Customer Experience

How Deep Learning Will Change Customer Experience

Deep learning is a sub-category within machine learning and artificial intelligence. It is inspired by and based on the model of the human brain to create artificial neural networks for machines. Deep learning will allow machines and devices to function in some ways as humans do.

Dr. Rodrigo Agundez of GoDataDriven is a co-author of this article and very enthusiastic about the improvements that deep learning can offer. He’s been involved in the data science and analysis field for some time and is already working on implementing models for practical applications.

Rodrigo notes that the new generation of users wants to interact with devices and appliances in a human-like manner. Take the example of Apple’s Siri, which allows for voice command and voice recognition. Communicating with Siri is similar to interacting with a human.

The user interface for Siri seems simple enough. However, the A.I. algorithms that are designed on the back-end are quite complex. 

Designing this kind of interaction with a machine was not possible a few years ago. System designers now have access to complex deep learning algorithms that make it possible to integrate such behaviour into machines.

Importance of Deep Learning

Artificial Intelligence will never truly come of age without giving machines the powerful capabilities of deep learning.

The idea of ...


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How Mobile AI Will Transform Our Lives

How Mobile AI Will Transform Our Lives

The age of Artificial Intelligence (AI) is almost upon us. Rapid developments in machine learning have allowed us to build better, smarter machines that are capable of making decisions and handling tasks similar to humans.

Some of these developments are also being implemented in mobiles to create the next generation of smarter phones. I attended the recent Huawei Global Analyst Summit in Shenzhen to speak with the heads of Huawei’s development teams and find out more about the future of AI in mobiles.

AI in Your Mobile Will Change the Way You Live

Huawei is a leading brand in mobile phone technology. Their Honor and P series are quite popular with mobile phone buyers, while the flagship Mate series remains one of the most sold phones successively.

The company has started gaining wider interest among phone buyers after the introduction of new and unique technologies. This has helped the company dig into the market share of brands such as Apple, Samsung, and Nokia.

Felix Zhang, the Vice President of consumer software engineering, and James Lu, Director of AI Product Management, Huawei Consumer Business Group are very optimistic about the company’s ability to add AI capabilities to smart phones. It would be the next shift in technology for ...


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What Does GDPR Mean For Your Business?

What Does GDPR Mean For Your Business?

The European General Data Protection Regulations (GDPR) will come into force on May 25, 2018. These regulations will have a significant impact on existing data collection and analysis methods. 

Many businesses have become reliant on customer data collection for marketing and product designing. These businesses would need to formulate a new strategy on how to keep their business operations going while dealing with the EU regulations.

The GDPR Regulations

The main objective of GDPR is to ensure that organizations implement strict privacy rules and stronger data security when it comes to protecting personal data. The regulations will make it mandatory to obtain consent from users before acquiring or using their personal data. 

Organizations will also be required to inform their customers and users about the personal data that they are collecting and using. Data subjects will have the complete right to withdraw their consent at any time, and organizations will be required to delete the record where consent has been withdrawn.

Noncompliance with the regulations will result in hefty penalties. A company can be fined up to €20 million or 4% of its annual global turnover in extreme cases.

The Complexity of Acquired Data

Data acquired by businesses through the normal channels is usually in a complex ...


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How Industrial IoT is Influenced by Cognitive Anomaly Detection

How Industrial IoT is Influenced by Cognitive Anomaly Detection

There are about 6,000 sensors on an A350 aeroplane. The average Airbus flight generates 2.5 petabytes per flight with over 100,000 flights per day! 

Industrial Internet of Things, or IIoT, is a massive market.

It includes aeroplane and car manufacturers, power plants, oil rigs, and assembly lines, all of which contain sensors measuring thousands of different attributes. But most IIoT companies let 80% of their data go unused. And this is a big challenge for businesses. 

But there are other challenges too, like latency issues that affect the results from real-time data, the failure to predict when parts will breakdown, and the expense of hiring data scientists.

A Cognitive approach to Anomaly Detection, powered by Machine Learning and excellent data and analytics, is providing IIoT businesses with solutions and helping them to overcome the limitations of traditional statistical approaches. Machine Learning is becoming a commonplace tool for businesses, accelerating root cause analysis. Anomaly detection refers to the problem of finding patterns in data that don’t conform to expected behaviour. There are many different types of anomalies, and determining which is a good and bad anomaly is challenging. 

In Industrial IoT, one main objective is the automatic monitoring and detection of these abnormal events, or changes and shifts in the collected ...


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How GDPR Drives Real-Time Analytics

How GDPR Drives Real-Time Analytics

New reforms under the General Data Protection Regulation (GDPR) started as an attempt to standardise data protection regulations in 2012. The European Union intends to make Europe “fit for the digital age.� It took four years to finalise the agreements and reach a roadmap on how the laws will be enforced.

The GDPR presents new opportunities as well as difficulties for businesses, digital companies, data collectors, and digital marketers. On the one hand, these regulations will make it more difficult for businesses and data mining firms to collect and analyse customer data for marketers, while on the other, they will present an opportunity for data collectors to innovate and enhance their techniques. This will lead to a better collection of more meaningful data, as customers will be directly involved.

Understanding GDPR

The GDRP will go into effect on May 25, 2018. It will apply to all organisations and businesses that process personal and marketing data from European residents. 

There are six underlying principles of GDPR.


Organizations must ensure that the personal data of users is processed transparently, lawfully, and fairly.
Personal data of users must only be collected for explicitly specified and legitimate purposes.
Data collectors must only gather limited amounts of personal information that is adequate ...


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GDPR: an Opportunity to drive Customer Experience & Create Digital Trust

GDPR: an Opportunity to drive Customer Experience & Create Digital Trust

With consumer data privacy becoming a top priority in the current age, regulating authorities have jumped into the conundrum to ensure that users get the privacy they need for their personal data. One such regulatory authority that has come into the mix to ensure rights for all users online is the European Union. The EU announced the General Data Protection Regulation or GDPR, that will be in full effect by May of this year. Although GDPR may be considered a regional regulation, its impact is far-flung and may be seen across the globe in the coming days. 

While GDPR imposes regulations on many aspects of management and user protection, the main clause of the regulation is that users will now be able to control their own personal data online and organizations will be required to protect the data that users share with them. New protection methods for personally identifiable information or PII gives every EU citizen the right to approve the use of their personal data. Citizens can now allow the use of their data or can opt for the “right to be forgotten� as an alternative. 

The enforcement of the GDPR by the EU will be done through the implementation of ...


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Telecom Opportunities: How to Monetize IoT

Telecom Opportunities: How to Monetize IoT

Internet of Things (IoT) is ranked high on the list of revenue generating opportunities for most Telecom Companies. It is expected to become an enormous market with devices from all over the world connected to the IoT network.

There is no doubt that it would become the next big thing. The real questions are about monetisation and the business model that would run the system. Where exactly do telecom operators expect to make money from IoT services?

Current Status 

According to Jan Karlsson, Vice President & General Manager Digital at Ericsson, Telecom companies make the overwhelming portion of their income through existing networks and services. Around 96% of income is generated through traditional telecom services. 

However, these risk becoming obsolete in a few years. IoT, the next big thing, makes a very small portion of the income for Telecom companies today.

It is essential for the business sustainability of Telcos that they find ways to monetise their IoT services. Karlsson believes that operators have both an opportunity and obligation to do more and move towards monetisation of their services.

That begs the questions; why are the telecom companies so slow in finding ways to monetise their IoT services?

The Changing Role Of Telcos

One difficulty for Telcos is that ...


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Cognitive computing: Moving From Hype to Deployment

Cognitive computing: Moving From Hype to Deployment

Although cognitive computing, which is often referred to as AI or Artificial Intelligence, is not a new concept, the hype surrounding it and the level of interest about it is definitely new. The combination of hype surrounding robot overlords, vendor marketing and concerns regarding job losses has fueled the hype into where we stand now.

But, behind the cloud of hype that is surrounding the technology currently, there lies a potential for increased productivity, the ability to solve problems deemed too complex for the average human brains and better knowledge-based transactions and interactions with consumers. I recently got a chance to catch up with Dmitri Tcherevik, who is the CTO of Progress, about this disruption and we had a healthy discussion which led to the following insights.

Cognitive computing is considered a marketing jargon by many, but in layman terms, it is used to define the ability of computers to replicate or simulate human thought processes. The processes behind cognitive computing may make use of the same principles as AI, including neural networks, machine learning, contextual awareness, sentimental analysis, and natural language processing. However, there is a minute difference between both of them.

Difference between Cognitive Computing and AI

Both AI and Cognitive Computing ...


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IoT and 5G New Technologies Create New Opportunities

IoT and 5G New Technologies Create New Opportunities

The world is adapting and shaping around IoT technologies. In combination with 5G network connectivity, companies are preparing themselves for this constant shift to the progression of these technologies. 

Network operators, telcos, and IoT companies are coming together to promote an ecosystem where customers can have great experiences with your brand. Companies can’t deliver this customer experience all by themselves. They cooperate with each other in an ecosystem of companies. A lot of the reliable, low latency IoT connections run on Telecom networks.  

With IoT, everything can be connected and measured. If you can measure something, then you can make a lucrative businesses model with it. So there will be a ton of new opportunities and business models developing to monetize these IoT opportunities. 

This new approach has to be supported with a BSS, or Business Support System. Think of a Business Support System as a program on your computer that you use to manage your business, and all parties in the ecosystem can work together. From point of sales, to billing, to managing customer experiences and feedback, a Business Support System manages everything. 

Whether you are logging in as a Product Manager configuring and managing commercial aspects or a Business Configuration Engineer handling all technical ...


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AI’s Impact on Retail: Examples of Walmart and Amazon

AI’s Impact on Retail: Examples of Walmart and Amazon

Artificial Intelligence or AI is expected to be in major demand by retail consumers due to its ability to make interactions in retail as flawless and seamless as possible. Many of us do realise the potential of AI and all that it is capable of, along with the support of Machine Learning or ML, but don’t realise that the implementation of AI in certain segments has already begun. 

AI in Retail 

The future for AI and the complicated computer processes involved behind it is really bright in the field of retail. AI currently has numerous datasets working along with computer visualisation methods to ensure that the users get the most seamless experience when it comes to AI in the workplace. There are some interesting facts that pertain to the use of AI in retail. Here we have some of them to build the insight into what you can expect during the feature; 


It is expected that customers will manage 85% of their relationship with the enterprise without interacting with a human. 
According to a report by Business Insider, it is said that customers who interact in online opinions and reviews with retailers are 97 percent more likely to convert along with the retailer during this ...


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Smart Society: How to Trust Artificial Intelligence

Smart Society: How to Trust Artificial Intelligence

The concept of a smart society has been around for a long time, but the progress we have seen towards achieving it in the last decade has really been a giant leap for mankind. For those of us who are unaware, the smart society which looms over us is the future of mankind. We are about to enter a phase where living smart is the baseline, and everything else just falls into the jigsaw to complement that lifestyle. In smart societies, we are blessed with smart cities that run through the application of smart accessories and smart buildings. 

In smart societies, we have smart cars (also known as self-driven cars or autonomous vehicles). We expected a better flow of traffic with traffic management that is propelled through extensive and authentic data provided by these vehicles and analysed with smart algorithms (e.g. based on AI). The most prominent detail about smart societies as we know them now is the pervasiveness of the Internet of Things (IoT) at the smallest level. The implementation of IoT at micro levels drives the need for self-learning algorithms, hence the emphasis on AI. Eventually, it all conflates together to form the bigger picture of a smart society.

AI ...


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How Telcos can Fully Benefit from IoT Eco-Systems

How Telcos can Fully Benefit from IoT Eco-Systems

As the world is progressing towards an age of development in the Internet of Things (IoT) and other aspects related to it, the concept of the digital consumer is on the rise. Consumers of today want to experience the feasibility that is promised through this method. From experiencing customer support resources that fulfil their needs to having a seamless experience across platforms, consumers really want to experience the full taste of this development in technology. The high expectations of the digital consumer have meant that Telcos now have to understand consumer preferences and give a solution that is aligned with the needs of today’s consumer. Not only is this expected of Telcos operating currently, but they can also increase their revenue streams. 

One way to fulfil the needs of consumers flawlessly is through the use of the IoT and ecosystems. Today, I will talk in depth about how Telcos can use these concepts to their benefit. I recently had the opportunity to join a few other notable names such as Dez Blanchfield, Lillian Pierson and Ruven Cohen on a tour of the Ericsson Studio in Kista, Sweden. At the facility, we had a conversation with Elias Blomqvist, Strategic Product Manager at Ericsson. The conversation with one of the leading members ...


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Machine Learning Explained: Understanding Supervised, Unsupervised, and Reinforcement Learning

Machine Learning Explained: Understanding Supervised, Unsupervised, and Reinforcement Learning

Once we start delving into the concepts behind Artificial Intelligence (AI) and Machine Learning (ML), we come across copious amounts of jargon related to this field of study. Understanding this jargon and how it can have an impact on the study related to ML goes a long way in comprehending the study that has been conducted by researchers and data scientists to get AI to the state it now is. 

In this article, I will be providing you with a comprehensive definition of supervised, unsupervised and reinforcement learning in the broader field of Machine Learning. You must have encountered these terms while hovering over articles pertaining to the progress made in AI and the role played by ML in propelling this success forward. Understanding these concepts is a given fact, and should not be compromised at any cost. Here we discuss the concepts in detail, while making sure that the time you spend understanding these concepts pays off and that you are constantly aware of what is happening during this progress towards an Artificially Intelligent society. 

Supervised, unsupervised and reinforcement Machine Learning basically are a description of ways in which you can let machines or algorithms lose on a data set. The machines would also be expected ...


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How Artificial Intelligence Delivering a Personalized Content Experience

How Artificial Intelligence Delivering a Personalized Content Experience

Artifical Intelligence is driving our efforts toward delivering a personalized content experience. Experience is the biggest enterprise disruption in 60 years. Experience is not some academic or grandiose idea. 

Your friend’s and family’s behaviors are shaped by being consumers, whether they are interacting with technology on their mobile devices, at a bank kiosk, or using a touchscreen in retail or their car. 

Digital is everywhere. We can tangibly see it in our everyday lives. This is changing the way companies organize themselves departmentally, and how they architect themselves technologically. 

Enterprises need to change the way they think about technology. But the biggest organizational change becomes how you break down departmental silos, and put the customer at the forefront of what you are trying to do. Customers are only concerned with a consistent story from your enterprise that is personalized with what they are trying to achieve. But with the amount of data skyrocketing within organizations, how do you make real personalized experiences for customers?

John Mellor, who runs the Strategy and Business Development and Alliances Group at Adobe, gives us all a practical example in his everyday life...

IoT is quickly becoming a key technology in giving truly personalized experiences for customers. John travels often ...


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Using Real-Time Marketing and Machine Learning based Analytics to Drive Customer Value Management

Using Real-Time Marketing and Machine Learning based Analytics to Drive Customer Value Management

The value of data-driven Customer Value Management or CVM cannot be underrated. Data and other algorithms/analytics that shape data are an imperative part of customer value management in a telecom company. With enhanced customer expectations, it is up to the ability of telecom companies to provide customers with a seamless experience and to also ensure that they help boost revenue in the process. 

To understand this concept in a more functional manner, I recently interviewed the chief of CVM at Mahindra Comviva, Amit Sanyal. With so much on hand to discuss, I got to the crux of the matter straight away and asked Amit about the pillars he considered to be important for a customer value management program being driven by analytics. 

The prodigy responded to my questions by commenting that all methods of CVM being driven by the force of analytics should be dedicated towards these three pillars. 




Analytics themselves have an important part to play, which is why they form the first pillar in this regard. Understanding consumer behaviour is not child’s play, so it is indeed profitable for a telecom company if the analytics are spot on in their methodology. 
The second pillar is pertaining to efficiency in this regard points towards context ...


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The Future is All about AI Devices That Can Actually Serve Us

The Future is All about AI Devices That Can Actually Serve Us

The role of Artificial Intelligence (AI) devices in augmenting humans and in achieving tasks that were previously considered unachievable is just amazing. With the world progressing towards an age of unlimited innovations and unhindered progress, we can expect that AI will have a greater role in actually serving us for the better.

Since I have been associated with this wave of change towards AI-driven technologies and modules, I have literally been amazed at the ground we have covered during the last couple of years or so. As the technology behind AI gets revamped and updated on a regular basis, we can expect the wave of change to serve us in an even better way in the future.

A few cases of AI at work currently really do make us excited about the future of this technology. Some of the examples of this technology include:


We now have AI personal assistants to help us in tackling everyday tasks that were becoming a bit overwhelming in the past. These digital assistants can help streamline what you are doing, and come in handy to get your schedule on the right track. The potential for smart apps goes far beyond digital assistants. Many mobile applications are starting ...


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Digital Transformation Through Big Data, Analytics & Machine Learning

Digital Transformation Through Big Data, Analytics & Machine Learning

Can you imagine collecting data from 10,000 different data sources from over 65 billion records?

That’s exactly what RELX Group, a leading global information and analytics company, is doing to evolve with the Intelligent World. They have undergone a digital transformation to adapt to the ever changing digital landscape. They are achieving transformation through their control over Big Data and Analytics, and by using Machine Learning technology.

I spoke to Vijay Raghavan, the CTO for the LexisNexis Risk Solutions and Reed Business Information divisions at RELX Group, to find out how they help other organizations to make more informed, data driven decisions. 

Whether RELX Group is working with a financial institution and needs to approve a mortgage loan. Relx Group is leveraging Big Data and Analytics and Machine Learning to help these very different industries address these very specific issues by creating or enhancing algorithms in order to garner insights from data.

Our world is being shaped by our technology. Data must be leveraged to make decisions so that businesses can evolve alongside the rapid pace of technology.
...


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What Is AI? | Artificial Intelligence For Beginners

What Is AI? | Artificial Intelligence For Beginners

Do you remember the first time that you saw R2D2 and C3P0 from Star Wars? These two robots exhibited human-like behavior as they interacted with people and the world around them. How about when the whole world was subject to machine control in The Matrix? That's a pretty frightening concept. These movies, like many others, have their own depictions of what Artificial Intelligence looks like, and means to us as a society.

The term Artificial Intelligence has been popularized in books and movies to depict futuristic settings where machines take over the world, or live with us side by side as if they were humans. But did you know that Artificial Intelligence is actually here with us, today? That we as a society and a culture are already embracing Artificial Intelligence in our daily lives, everyday? We no longer live in a world where Artificial Intelligence is just a story in our books, or on the big screen when we go to the movies. But if Artificial Intelligence is already here, what is it really like? How does it work? How does Artificial Intelligence actually compare to the fictional representations of AI in our culture? Watch this video that I created about Artificial Intelligence.
...


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How to Create a Smart City with IoT and Big Data

How to Create a Smart City with IoT and Big Data

These days, it seems like every city is trying to implement “smart� initiatives. Take Singapore for example, now known for the most extensive effort to collect data on citizens’ daily living habits/routines ever attempted by a municipality. Even Bill Gates has pumped millions of dollars into helping Phoenix in their smart city efforts.

But what do we mean when we talk about a 'smart city'? Is it the better use of resources within the city centre, or the fact that all resources being wasted would eventually be overcome? Eventually, we can all agree to disagree, as there is a perception most people have in their mind with regards to the functionality and the phenomenon we know as the smart city.

Since development has been rapid, it is difficult to keep an eye on all that is happening. Industries have started adapting the Internet of Things (IoT) and wish to implement it in a broader level to increase efficiency. But regardless of what’s transpired to-date in all industries, one thing that does not escape the eye is M2ocity’s rollout in France.

To talk over this matter, I got in touch with the man behind these technicalities: Xavier Diab, IT director at M2ocity. Readers who are not yet familiar with M2ocity ...


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Mobile Data Traffic Explosion: Explore IoT, 5G, & VR Opportunities

Mobile Data Traffic Explosion: Explore IoT, 5G, & VR Opportunities

The technology revolution of the 21st Century has opened the avenues towards many possibilities. We now have a mobile data traffic explosion on our hands, which can end up expanding growth while we move into the next decade. Due to a continuous upwards curve in the number of people using mobile phones, global mobile data is set to witness a steep rise in its chart. The rise has also been propagated through technological advances when it comes to the Internet of Things (IoT) and the use of 4G networks in expanding the scope of all that is offered to the consumers.

Experts have also suggested that global mobile data traffic is set to explode and reach a figure of 100 exabytes per month in 2023. This would mean that annual figures would surge well over 580 exabytes. Moreover, there would also be an increase in the number of connected devices. There would be 31.6 billion devices in the world by 2023, which would be a sizable increase from the 17.5 billion devices we have now. This expected rise in mobile data traffic and the presence of newer and better technology outlets has meant that firms operating in the industry need to up ...


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What Is Machine Learning And How Does It Work

What Is Machine Learning And How Does It Work

Machine Learning is all around us and we experience it every day. It is an important part of our daily lives, shaping our society, culture and even our future. Machine Learning is everywhere. We are already using it and it is augmenting our lives now and moving into the future. Watch the video for more information and to learn all about machine learning. 
...


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The Role of Artificial Intelligence in Empowering the Data-Driven Lawyer

The Role of Artificial Intelligence in Empowering the Data-Driven Lawyer

While covering the rapid rise in the use of Artificial Intelligence (AI) and Machine Learning (ML) during the past few years, I have had the privilege of monitoring its implementation in numerous sectors. As part of my current series of interviews with the RELX Group, I have been able to see the use of analytics from Artificial Intelligence in the legal industry.

The legal sector has a lot of data to work with which makes it ideal for the implementation of AI and ML. To understand how these technologies are being deployed in the legal sector, I interviewed Jeff Reihl, CTO at LexisNexis. LexisNexis is one of the world’s leading providers of business, legal, and regulatory information. With offices in more than 40 countries, LexisNexis serves customers in 150 countries and is part of the RELX Group.

The Data Behind LexisNexis

According to Jeff, it is the data that they use that sets LexisNexis apart as one of the most authoritative data sources in the world. He started the interview by highlighting the scale and scope at which LexisNexis operates. As early as 1989, LexisNexis had reached the hallmark of 1 million users. By 1998, the number of users had risen to 50 million. ...


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AI In Telecom: Intelligent Operations is the New Norm

AI In Telecom: Intelligent Operations is the New Norm

The move towards an intelligent world is faster and more rapid than it ever was before. The increase in this transition has been propagated through the role of several high key stakeholders that have redefined the way we look at technology. One of the key players in this transition is Huawei. 

Huawei’s recent UBBF conference held in Hangzhou on October 18-19 was a step towards awareness in this regard. Being personally present at this conference, there were numerous intakes that I noted down and would like to present to my readers. 

An Intelligent World

One cannot stay oblivious to the fact that we are indeed moving towards an intelligent world. The world of the future is being propelled through the use of Artificial Intelligence (AI) and Machine Learning (ML). Both these technologies conflate to form the basis of numerous intelligent technologies that help make life easier for us. A few of these developments that affect the usage of Telecom networks substantially are:


Smart Homes: Through the use of AI or the Internet of Things (IoT), as it is known in more common language, the concept of Smart Homes is spreading at a rapid pace. We have homes where we can monitor and control things ...


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How to Create an Intelligent Company

How to Create an Intelligent Company

Nowadays, companies are besieged by information and the possibilities of new IT solutions. With the rapid advancements in information technology and high-speed Internet, companies now have access to huge amounts of information, processing and sharing systems regarding customers, their demographics, and their online behaviour across all touch points on the buyer’s journey. The advantage of access to so much information is not just in the form of increased revenue and developing long-lasting customer relationships. It is also about developing sensitivity to warning signals, which would allow companies to prevent or mitigate disasters.

So far, companies have improved their practices concerning capturing greater amounts of data. However, the prevalent norm is that company employees pass this data on to decision makers en masse, leaving it to them to sift through it and come up with relevant data upon which decisions could be taken or to a company process or person to do the same. Hence, although they’ve gotten good at collecting data, most companies have yet to develop the ability to process this data and generate actionable insights which they can share with decision makers, processors, and their clients.

In a study conducted by the Hackett Group in 2006, finance organizations that were ...


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RELX Group: The Transformation to a Leading Global Information & Analytics Company (Part 2)

RELX Group: The Transformation to a Leading Global Information & Analytics Company (Part 2)

With the world changing so rapidly, every company or organization that adapts to the changes becomes an example for all others. One very recent example for all companies to learn from and implement in their own decision making is the transformation of RELX Group to a leading global information and analytics company. I mentioned in my previous article, and the first part of this series, that the transformation at RELX Group has been interesting, but somewhat surprising at the same time. Considering the questions this brings to mind, I decided to delve into this concept even more.

For those new to the organization, RELX Group is a global company that provides information and analytics for business customers and professionals across industries. They help scientists make discoveries, lawyers win cases, doctors save lives, and insurance companies offer customers lower prices. In short, they enable their customers to make better decisions, get better results, and be more productive.

Last time around, I had the pleasure of talking with Kumsal Bayazit, who is the head of the CTO forum at RELX Group. She has been at the organization for over 13 years, which is why her insight was deeply appreciated by the readers and me. ...


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Gear Up for the Smart Video Revolution

Gear Up for the Smart Video Revolution

The technology revolution promises to deliver a lot of rewards for organizations that take it by the horns and implement it. The spread of the Internet across every facet of society has meant that the traditional approach to watching videos has changed. Research shows that the average American is still fond of watching videos on the traditional television. The interest in watching TV results in around five hours per day and a whooping 149 hours per month.   

But are these stats a true representation of what is happening in American society? The average American citizen has cut down on TV viewing by more than six to eight hours per month. However, the interest in videos has not dwindled. Instead, it is now being directed towards what we come across on the Internet. During the last quarter of last year, an average American citizen spent four extra hours per month on streaming and watching videos over the Internet. The formats and the source might change, but the love for videos and what they offer is something that will tend to remain constant over time.  

The changing trends do suggest that we are indeed a part of the video revolution. Understanding the needs of ...


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RELX Group: The Transformation to a Leading Global Information & Analytics Company

RELX Group: The Transformation to a Leading Global Information & Analytics Company

When we talk about taking the changes in technology and implementing them within an organisation, one name jumps to mind - RELX Group. The transformation of the FTSE 100 (and FTSE 15) RELX Group from a media company to leading global information and analytics company, with a market capitalization of about $44bn, is indeed inspirational and somewhat surprising. 

With a heritage in publishing, RELX Group has now successfully transformed its revenue streams. Over the past decade, print sales have been managed down from 50% to just 10% and the vast majority of revenues are now derived from digital. The company spends $1.3bn on technology annually and employs 7,000 technologists across the company’s four global divisions. Notably, MSCI re-categorized RELX as a business services company rather than a media group last year.  

I recently had the pleasure of interviewing with Kumsal Bayazit, Chairwoman, RELX Technology Forum at RELX Group. Ms Bayazit has been at the group for more than 14 years now and played a major role in devising the pathway that dictated the company’s transformation during the last decade. 

The Transformation

Every transformation within an organization requires firm belief and perseverance. Without any one of these factors, the transformation will either be left a void or will propel the ...


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For AI to Change Business, It Needs to Be Fueled with Quality Data

For AI to Change Business, It Needs to Be Fueled with Quality Data

There’s no doubt that AI has usurped big data as the enterprise technology industry’s favorite new buzzword. After all, it’s on Gartner’s 2017 Hype Cycle for emerging technologies, for a reason.

While progress was slow during the first few decades, AI advancement has rapidly accelerated during the last decade. Some people say AI will augment humans and maybe even make us immortal; other pessimistic individuals say AI will lead to conflict and may even automate our society out of jobs. Despite the differences in opinion, the fact is, only a few people can identify what AI really is. Today, we are surrounded by minute forms of AI, like the voice assistants that we all hold in our smartphones, without us knowing or perceiving the efficiency of the service. From Siri to self-driving cars, a lot of promise has already been shown by AI and the benefits it can bring to our economy, personal lives and society at large. The question now turns to how enterprises will benefit from AI. But, before companies or people can obtain the numerous improvements AI promises to deliver, they must first start with good quality, clean data. Having accurate, cleansed and verified information is critical to ...


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Why Digital Innovation Starts with a Digital Core

Why Digital Innovation Starts with a Digital Core

A lot of times when the prevalent industry trends are discussed among industry folks, there are usually two directions in which the conversation goes. It is either varying states of disbelief at the rate of change within the business and IT landscapes; or it is enthusiastic agreement on the importance of moving with the times and adopting a digital infrastructure. The former is born of a dedication to supposedly “tried and tested� methods, which arguably are worth next to nothing in this day and age. And the latter is what more and more business leaders and executives need to be doing at the moment.

Relevance of Digital Transformation

The economy, for the most part, has begun to undergo a massive change in the way the entire infrastructure and various other components function. This is due to the onset of the digital age, which has made the idea of a “traditional� economy effectively obsolete; and in good time too, since the relevance of digital transformation is growing by leaps and bounds each day, with the completion of that transformation being predicted to be around 2020, according to some industry experts.

It is estimated that a whopping 212 billion (yes, Billion!) sources will be in ...


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How Leading Organizations are Leveraging Big Data and Analytics

How Leading Organizations are Leveraging Big Data and Analytics

“Data will talk to you if you’re willing to listen� — Jim Bergeson.

Few can dispute that.

However, the challenge comes when data transforms into bundles and stacks of unorganized and unstructured data sets. The challenge comes with listening to big data and making sense of what it says.

With big data, the conversing data becomes loud and noisy. You don’t hear the voice; you hear the cacophony. This is where organizations struggle.

And, amidst a struggle, you look up to the leaders to see how they are rising to the challenge. You observe, you learn, you implement and you adapt.

This is the first article of my “Under the Spotlight� series, where we will look at how leading organizations are leveraging big data and analytics, filtering out white noise from the cacophony in the process—to closely follow and benefit from what data has to say.  

These organizations are spaced among different industry verticals, including aerospace industry, sports industry and life sciences industry, along with government agencies.

Airbus Leveraging Big Data and Analytics to Improve Customer Experience



Airbus has been a global leader in the aerospace industry for the last four decades, specializing in designing and manufacturing of aerospace products, services and solution. 

Operating in a complex and highly-competitive industry ...


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Equestrian Sports – Where Trots Get Digital and Technology Meets Tradition

Equestrian Sports – Where Trots Get Digital and Technology Meets Tradition

Equestrian sports is one of the oldest forms of sports entertainment. Its history can be dated back to the ancient Greek civilization. Since then, the trots have transcended the periodical barriers from time to time, walking stride to stride with the age-specific customs, and entertaining the crowds in the process. And, in this present age, where everything is digitized, the trots have now become digital too.

I recently attended the annual World Equestrian Festival, CHIO Aachen—the Wimbledon of Equestrian Sports—and interviewed Ingrid Klimke, the two times Equestrian Olympic champion; (Mr.) Michael Mronz, the Organizer of the CHIO Aachen, and Mr Björn Ganzhorn, the Head of SAP Global Sponsorships.

We have heard about the deployment of SAP powered solutions for enterprise management. Now, SAP is also making strides in the world of sports, integrating data and analytics with the traditional thrill and passion to dramatically transform the sports experience for fans, media, athletes, and organizers. Leading this race in the adoption of data and an analytics-driven solution is the equestrian sports.

CHIO Aachen and Data & Analytics

In 1924 the first horse show took place in the Aachen Soers, which is the venue of the CHIO Aachen until today. Since then, the organizers of the CHIO Aachen ...


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What Skills Do I Need to Become a Data Scientist?

What Skills Do I Need to Become a Data Scientist?

Leveraging the use of big data, as an insight-generating engine, has driven the demand for data scientists at enterprise-level, across all industry verticals. Whether it is to refine the process of product development, help improve customer retention, or mine through the data to find new business opportunities—organizations are increasingly relying on the expertize of data scientists to sustain, grow, and outdo their competition.

Consequently, as the demand for data scientists increases, the discipline presents an enticing career path for students and existing professionals. This includes those who are not data scientists but are obsessed with data, which has left them asking:

What skills do I need to become a data scientist?

This article aims to answer this question. We will dive into the technical and non-technical skills that are critical for success in data science.


If you are a potential data scientist, you can use the information herein, to carve a successful career for yourself in data science.
If you are a data analytics director at an organization, you can leverage the information to train your existing team of data scientists, in order to make them more productive and efficient at their work.


This is an address for all those who love to wrangle and rumble ...


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IoT: Penetrating the Possibilities of a Data Driven Economy

IoT: Penetrating the Possibilities of a Data Driven Economy


All of us are accustomed to the smart wearables, such as the ones we wear on a jogging track. We also have seen the concept of smart homes turn into a reality. We have seen a farmer sort and track his flock of sheep with the help of a mountable RFID device. 

Every physical element around us (including ourselves) has become a part of a real and rhythmic whole – communicating information with each other at all times. All thanks to the Internet of Things!

Ever since the Internet of Things (IoT) manifested into reality, integrating the physical world with our digital routine, experts and thought leaders have waited for it to transform the dream of a data driven economy into a witnessed possibility.

As the concept of Internet of Things continues to evolve and grow, it now appears that the wait is finally over. 

Welcome to the Industrial Internet of Things (IIoT). This is a concept-turned-reality, which looks set to change the traditional picture of industrial production for years to come. 

Industrial Internet of Things – What Is It? 

The Industrial Internet of Things or IIoT, is the Internet of Things, applied in industrial settings, which combines operational technology with information technology to help in ...


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Digital Transformation Starts with Customer Experience

Digital Transformation Starts with Customer Experience

I attended the interview with Nick Drake, Senior Vice President, Direct to Consumer at T-Mobile and Otto Rosenberger who serves as CMO at the Hostelworld Group at the Adobe Summit. The key take away of the entire session was that customer experience is the beginning and the core of digital transformations – it is where it all begins. 

T-Mobile and Hostelworld are completely different companies, but what kind of connects them is the fact that they both focused on customer experience when transforming their companies. 

So why is customer experience the key to it all? Because it links organizations to customers at an emotional and physiological level. 

The story of Hostelworld 

Hostelworld is now a leading hostel booking platform. Three years ago, it was set up as just a booking engine, as a transactional business. Today, the company accompanies their customers throughout the entire trip. Hostelworld operates globally, with most of the customers based in North America, whereas 30% to 35% come from Europe. What fueled their growth? They went beyond booking, and helped their customers out in each and every way so that they get the best offers around, and can enjoy invitations and group tours during the trip. Almost 50% of their ...


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3 Trends Shaping Machine Learning in 2017

3 Trends Shaping Machine Learning in 2017

Technologies in the field of data science are progressing at an exponential rate. The introduction of Machine Learning has revolutionized the world of data science by enabling computers to classify and comprehend large data sets. Another important innovation which has changed the paradigm of the world of the tech world is Artificial Intelligence (AI). The two technological concepts, Machine Learning and Artificial Intelligence, are often used as interchangeable terms. However, it is important to understand that both technologies supplement each other and are essentially different in terms of their core functions.

It is often predicted by technology enthusiasts and social scientists that human beings in the workforce will soon be replaced by self-learning robots. It is yet to be seen whether there lies any truth in these predictions or not but for 2017, the following trends have been prominent in the development of Machine Learning.

Giant companies will develop Machine Learning based Artificial Intelligence systems

In 2016, we saw many prominent developments in the domain of Machine Learning, and numerous artificial intelligence applications found a way to our phone screens and caught our attention. In the previous year, companies just touched the tip of the iceberg and in 2017, we will continue to ...


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How to Start Incorporating Machine Learning in Enterprises

How to Start Incorporating Machine Learning in Enterprises

The world is long past the Industrial Revolution, and now we are experiencing an era of Digital Revolution. Machine Learning, Artificial Intelligence, and Big Data Analysis are the reality of today’s world.

I recently had a chance to talk to Ciaran Dynes, Senior Vice President of Products at Talend and Justin Mullen, Managing Director at Datalytyx. Talend is a software integration vendor that provides Big Data solutions to enterprises, and Datalytyx is a leading provider of big data engineering, data analytics, and cloud solutions, enabling faster, more effective, and more profitable decision-making throughout an enterprise.

The Evolution of Big Data Operations

To understand more about the evolution of big data operations, I asked Justin Mullen about the challenges his company faced five years ago and why they were looking for modern integration platforms. He responded with, “We faced similar challenges to what our customers were facing. Before Big Data analytics, it was what I call ‘Difficult Data analytics.’ There was a lot of manual aggregation and crunching of data from largely on premise systems. And then the biggest challenge that we probably faced was centralizing and trusting the data before applying the different analytical algorithms available to analyze the raw data and visualize the results in ...


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Securing Competitive Advantage with Machine Learning

Securing Competitive Advantage with Machine Learning

Business dynamics are evolving with every passing second. There is no doubt that the competition in today's business world is much more intense than it was a decade ago. Companies are fighting to hold on to any advantages.

Digitalization and the introduction of machine learning into day-to-day business processes have created a prominent structural shift in the last decade. The algorithms have continuously improved and developed.

Every idea that has completely transformed our lives was initially met with criticism. Acceptance is always followed by scepticism, and only when the idea becomes a reality does the mainstream truly accept it. At first, data integration, data visualisation and data analytics were no different.

Incorporating data structures into business processes to reach a valuable conclusion is not a new practice. The methods, however, have continuously improved. Initially, such data was only available to the government, where they used it to make defence strategies. Ever heard of Enigma?

In the modern day, continuous development and improvement in data structures, along with the introduction of open source cloud-based platforms, has made it possible for everyone to access data. The commercialization of data has minimised public criticism and scepticism. 

Companies now realise that data is knowledge and knowledge are power. Data ...


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What does new GDPR European Union law mean for your business?

What does new GDPR European Union law mean for your business?

Today’s consumers are more powerful than ever before, and get every bit of information that they can before they make a purchase. The Internet is helping them greatly, and most of the buying is done online. The pace is so rapid that it won’t be long before online purchases are more common than offline ones.


What does this mean for businesses?

You have to unify your marketing and sales channels so that you can understand your consumers better, and can offer them a personalized cross-channel experience. Customer experience is the trick to mastering this. And so, you must come up with ways that allow you to improve and offer a seamless customer experience across all channels, so much so that you outdo your competitors if you want most of the market share.

Consider the examples of Apple, Amazon, and other giant retailers out there. What are the common elements in their marketing and sales campaign? Following potential leads and consumers over multiple channels and sending them personalized messages. They have advanced analytics systems in place that give them insight, which are then used for delivering a better customer experience than before.

As of now, current technologies allow businesses to control their clients’ data. But all ...


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5 Ways Businesses Can Cultivate a Data-Driven Culture

5 Ways Businesses Can Cultivate a Data-Driven Culture

The pressure on organizations to make accurate and timely business decisions has turned data into an important strategic asset for businesses.

In today’s dynamic marketplace, a business’s ability to use data to identify challenges, spot opportunities, and adapt to change with agility is critical to its survival and long-term success. Therefore, it has become an absolute necessity for businesses to establish an objective, data-driven culture that empowers employees with the capabilities and skills they need to analyse data and use the insights extracted from it to facilitate a faster, more accurate decision-making process.

Contrary to what many people think, cultivating a data-driven culture is not just a one-time transformation. Instead, it’s more like a journey that requires efforts from employees and direction from both managers and executives. In this article, I am sharing five different ways businesses can accelerate their transformation into a data-driven enterprise.

1. Establish a Clear Vision

Establishing a clear vision is essential for putting data into the DNA of an organization. An executive, preferably the CIO or CDO, should present the vision to the workforce and provide the rationale for this shift in culture and in benefits. This, in turn, will set stage for the work ahead and provide an ...


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Enterprise Journey to Becoming Digital

Enterprise Journey to Becoming Digital

Do you want to be a digital enterprise? Do you want to master the art of transforming yourself and be at the forefront of the digital realm?

How can you change your business to achieve this?

Derive new values for yourself, and find better and more innovative ways of working. Put customer experience above and beyond everything as you find methodologies to support the rapidly changing demands of the digital world.

Your transformation will be successful only when you identify and practice appropriate principles, embrace a dual strategy that enhances your business capabilities and switch to agile methodologies if you have not done it already.

The journey to becoming a digital maestro and achieving transformation traverses through four main phases.


Becoming a top-notch expert with industrialized IT services – by adopting six main principles
Switching to agile operations to achieve maximum efficiency – so that you enjoy simplicity, rationality and automation
Creating an engaging experience for your consumers using analytics, revenue and customer management – because your customers come first; their needs and convenience should be your topmost priority
Availing opportunities for digital services – assessing your security and managing your risks


Becoming a top-notch expert with industrialized IT services

There are five key transformation principles that can help you realize the ...


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How Artificial Intelligence will Transform IT Operations and DevOps

How Artificial Intelligence will Transform IT Operations and DevOps

To state that DevOps and IT operations teams will face new challenges in the coming years sounds a bit redundant, as their core responsibility is to solve problems and overcome challenges. However, with the dramatic pace in which the current landscape of processes, technologies, and tools are changing, it has become quite problematic to cope with it. Moreover, the pressure business users have been putting on DevOps and IT operations teams is staggering, demanding that everything should be solved with a tap on an app. However, at the backend, handling issues is a different ball game; the users can’t even imagine how difficult it is to find a problem and solve it.

One of the biggest challenges IT operations and DevOps teams face nowadays is being able to pinpoint the small yet potentially harmful issues in large streams of Big Data being logged in their environment. Put simply, it is just like finding a needle in the haystack.

If you work in the IT department of a company with online presence that boasts 24/7 availability, here is a scenario that may sound familiar to you. Assume that you get a call in the middle of the night from an angry customer or ...


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How Data Analytics is Transforming Healthcare Systems

How Data Analytics is Transforming Healthcare Systems

Big Data Analytics is entirely transforming business paradigms. Automated databases are enabling businesses to perform mundane tasks more efficiently. And, the commercial sector isn’t the only area to benefit from data analytics. Its impact is widespread and is being seen across many different sectors, including healthcare.

Access to healthcare facilities is a basic, human need. However, the healthcare sector is extremely expensive, even when compared to the other developed economies. In the United States, the burden of the expense ultimately falls on the consumer since the sector is mostly dominated by private companies. America, however, ends up spending more on its public healthcare system than countries where the system is fully publicly funded.

Under such circumstances where people are paying a significantly higher price, they deserve a service that matches the price tag. The question is then: how can data analytics help increase the efficiency of healthcare systems in United States and around the world?



Performance Evaluation

Keeping a tab on hospital activities by maintaining relevant databases can help administrators find inefficiencies in service provision. Based on the results found from data analysis, specific actions can be taken to reduce the overall costs of a healthcare facility. Reduced costs may be reflected in the ...


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How to Become an Omni-Channel Data-Driven Retailer

How to Become an Omni-Channel Data-Driven Retailer

In today’s digital age where customers are as likely to buy a product from an eCommerce website as from a brick and mortar store, delivering a seamless and value-adding shopping experience has become more important than ever before. The multiple shopping channels available to customers and the competition posed by other retailers have made it an absolute necessity for a retail business to integrate data inputs from different channels and use to it define an omni-channel shopping experience. 

As a Big Data and BI influencer, I have worked with a large number of businesses within and beyond the retail industry. Using this knowledge and expertise, I have developed a 5-step approach that businesses operating in the retail sector can adopt to meet the expectations of their customers and become an omni-channel, data-driven retailer. 

Step 1: Collect the Right Type of Customer Data

In their journey to becoming a data-driven organization, businesses are required to collect the right type of data — data that can help them improve the customer experience and maximize the profit they gain from their online and offline channels. 

For example, a business that operates brick and mortar stores would probably like to try different layouts and floor plans to determine ...


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How Machine Learning is Revolutionizing Digital Enterprises

How Machine Learning is Revolutionizing Digital Enterprises

According to the prediction of IDC Futurescapes, Two-thirds of Global 2000 Enterprises CEOs will center their corporate strategy on digital transformation. A major part of the strategy should include machine-learning (ML) solutions. The implementation of these solutions could change how these enterprises view customer value and internal operating model today.

If you want to stay ahead of the game, then you cannot afford to wait for that to happen. Your digital business needs to move towards automation now while ML technology is developing rapidly. Machine learning algorithms learn from huge amounts of structured and unstructured data, e.g. text, images, video, voice, body language, and facial expressions. By that it opens a new dimension for machines with limitless applications from healthcare systems to video games and self-driving cars. 

In short, ML will connect intelligently people, business and things. It will enable completely new interaction scenarios between customers and companies and eventually allow a true intelligent enterprise. To realize the applications that are possible due to ML fully, we need to build a modern business environment. However, this will only be achieved, if businesses can understand the distinction between Artificial Intelligence (AI) and Machine Learning (ML). 

Understanding the Distinction Between ML and AI

Machines that could ...


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The Future is Bright for Banking

The Future is Bright for Banking

2018 is likely to be a game-changing year for the banking and finance sector. As the General Data Protection Regulation (GDPR) and Revised Payment Service Directive (PSD2) are implemented across the European Union, the exclusive control of banks and other financial institutions on financial data of their customers is about to end. These new regulations will open the door to almost any company interested in claiming a share, particularly the tech giants, such as Amazon, Facebook, Google. 



While this may look like a challenge to many, we, as journey science experts, view this as an opportunity for banks to partner with large tech, eCommerce, and FinTech enterprises and leverage their expertise at managing customer experiences to revolutionize customer journeys and offer an improved, more holistic experience to their end-users. 

In this article, we have reviewed how implementation of PSD2 and GDPR will transform the banking and finance industry and result in a new wave of partnerships between banks and ecosystem enterprises to create a win-win situation for everyone, including customers, financial institutions, major tech players, such as Google, Amazon, Facebook, eCommerce companies, as well as small FinTech start-ups. 

How Upcoming Regulations Will Revolutionise the Banking Industry

The new regulations will introduce banks to two ...


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The GDPR: 5 Questions Data-Driven Companies Should Ask to Manage Risks and Reputation

The GDPR: 5 Questions Data-Driven Companies Should Ask to Manage Risks and Reputation

Data is rapidly becoming the lifeblood of the global economy. In the world of Big Data and artificial intelligence, data represents a new type of economic asset that can offer companies a decisive competitive advantage, as well as damage the reputation and bottom-line of those that remain unsuccessful at ensuring the security and confidentiality of critical corporate and customer data. 

Despite the severe repercussions of compromised data security, until recently, the fines for breach of data protection regulations were limited and enforcement actions infrequent. However, the introduction of a potentially revolutionary European General Data Protection Regulation (GDPR) is likely to transform the way data-driven companies handle customer data by exposing them to the risk of hefty fines and severe penalties in the event of incompliance and data breach. 



In this article, I have tried to summarise the implications of GDPR implementation for data-driven companies, as well as the measures businesses can take to ensure the security and privacy of client’s data and avoid the penalties associated with non-compliance. 

How Does GDPR Impact Data-Driven Organisations? 

The General Data Protection Regulation (GDPR) stands out from all existing regulations because of its breadth of client data protection. From conditions on cross-border data transfer to the need to implement, ...


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The IoT-Connected Car of Today— Cases From Hertz, Nokia, NTT, Mojio & Concur Technologies

The IoT-Connected Car of Today— Cases From Hertz, Nokia, NTT, Mojio & Concur Technologies

Imagine a world where your car not only drives itself, but also says intelligent things like these:


A hotel is just around the corner and you have been driving for eight hours. Would you like to reserve a room and take rest for a couple of hours?
You last serviced the brakes twelve months ago and you have driven your car about 20.000 miles in this duration. Would you like me to find a dealer and book an appointment?


This would look like an impossibility about five years ago when the world was unaware of a technology called the Internet of Things (IoT), but today, the IoT is already breaking fresh ground for tech companies and car manufacturers, enabling them to realize their idea of a ‘connected car.’

I recently attended Mobile World Congress (#MWC17) in Barcelona where SAP announced its collaboration with Hertz, Nokia and Concur Technologies. The purpose of this new partnership is to leverage IoT to offer an intelligent, automated experience to car users. SAP also announced its collaboration with Mojio, the connected vehicle platform and app provider for T-Mobile USA and Deutsche Telekom. The integration of Mojio’s cloud computing capabilities with SAP Vehicles Network will make parking and fueling process a ...


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How B2B Ecosystems & (Big) Data Can Transform Sales and Marketing Practices

How B2B Ecosystems & (Big) Data Can Transform Sales and Marketing Practices

Managing your relationships with customers, suppliers, and partners and constantly improving their experience is a proven way to build a sustainable and profitable business, and contrary to popular assumption, this doesn’t apply to B2C businesses only. With 89% of B2B research studies using the internet during the internet research process, improved collaboration to deepen existing customer relationships and build new ones is vital to running a successful B2B business as well.  

This increasing need for collaboration has led to the development of digital ecosystems. Players like Apple and Google present an interesting case for how B2C ecosystems work. Consider Apple, which is primarily a B2C tech vendor, but it has built a new smart business model that pulls together technologies from multiple domains and combines them to form a solution that wins buyers acceptance. Amazon, Facebook, and Google are working on a similar kind of business model as well.

So, considering the examples of these tech giants, one can suggest that in this era of personalized customer experiences, B2B ecosystems are no longer an add-on; instead, they have become a necessity for progressive B2B businesses. 

Offering valuable insights into customer journey, B2B ecosystems work by segmenting and targeting your audience, allowing you to ...


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How IoT is Changing the World: Cases from Visa, Airbus, Bosch & SNCF

How IoT is Changing the World: Cases from Visa, Airbus, Bosch & SNCF


The Internet of Things (IoT) is changing our world. This may seem like a bold statement, but consider the impact this revolutionary technology has already had on communications, education, manufacturing, science, business, and many other fields of life. Clearly, the IoT is moving really fast from concept to reality and transforming how industries operate and create value. 

As the IoT creeps towards mass adoption, IT giants experiment and innovate with the technology to explore new opportunities and create new revenue streams. I was invited to Genius of Things Summit as a Futurist by Watson IoT and WIRED Insider and attended the long-awaited grand opening of IBM’s headquarters for Watson Internet of Things in Munich. The two-day event provided me an insight into what IBM’s doing to constantly push the boundaries of what’s possible with the IoT.

In this article, I have discussed the major developments that caught my interest and that, in my opinion, will impact and improve customer experience substantially. 

IoT capabilities become an integral part of our lifestyle

According to IBM the number of connected devices is expecting to rise as high as 30 billion in the next three years. This increasingly connected culture presents businesses with an opportunity to harness digital ...


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Designing the Data Management Infrastructure of Tomorrow

Designing the Data Management Infrastructure of Tomorrow

Today, more than ever before, organisations realise the strategic importance of data and consider it to be a corporate asset that must be managed and protected just like any other asset. Considering the strategic importance of data, increasing number of farsighted organisations are investing in the tools, skills, and infrastructure required to capture, store, manage, and analyse data. 

More organisations are now viewing data management as a holistic activity that requires enterprise-wide collaboration and coordination to share data across the organisation, extract insights, and rapidly convert them into action before opportunities are lost. However, despite the increasing investment in data management infrastructure, there are not many organisations that spend time and effort on anticipating the future events that may impact their data management practices. 

From upcoming rules and regulations to the need to create better customer experiences in order to discover hidden value in customer journeys, there are a number of factors that demand a more proactive approach from organisational leaders and decision makers when it comes to the planning and design of an enterprise’s data management infrastructure. 

Breaking Down the Data Silos 

When it comes to efficient data management, the biggest challenge that enterprises need to overcome is the elimination of the silos ...


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How to Boost Your Career in Big Data and Analytics

How to Boost Your Career in Big Data and Analytics

The world is increasingly digital, and this means big data is here to stay. In fact, the importance of big data and data analytics is only going to continue growing in the coming years. It is a fantastic career move and it could be just the type of career you have been trying to find.

Professionals who are working in this field can expect an impressive salary, with the median salary for data scientists being $116,000. Even those who are at the entry level will find high salaries, with average earnings of $92,000. As more and more companies realize the need for specialists in big data and analytics, the number of these jobs will continue to grow. Close to 80% of the data scientists say there is currently a shortage of professionals working in the field.

What Type of Education Is Needed?

Most data scientists - 92% - have an advanced degree. Only eight percent have a bachelor’s degree; 44% have a master’s degree and 48% have a Ph.D. Therefore, it stands to reason that those who want to boost their career and have the best chance for a long and fruitful career with great compensation will work toward getting higher education.

Some of ...


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Corporate Self-Service Analytics: 4 Questions You Should Ask Yourself Before You Start

Corporate Self-Service Analytics: 4 Questions You Should Ask Yourself Before You Start

Today’s customers are socially driven and more value conscious than they were ever before. Believe it or not, everyday customer interactions create a whopping 2.5 exabytes of data, which is equal to 1,000,000 terabytes, and this figure has been predicted to grow by 40 percent with every passing year. As organisations face the mounting challenges of coping with the surge in the amount of data and number of customer interactions, it has become extremely difficult to manage the huge quantities of information, whilst providing a satisfying customer experience. It is imperative for businesses and corporations to create a customer-centric experience by adopting a data-driven approach, based on predictive analytics.

Integrating an advanced self-service analytics (SSA) environment for strengthening your analytics and data handling strategy can prove to be beneficial for your business, regardless of the type and size of your enterprise. A corporate SSA environment can assist in dramatically improving your operations capabilities, as it provides an in-depth understanding of consumer data. This, in turn, facilitates your workforce in taking up a more responsive, nimble approach to analyzing data, and fosters fact-based decision making rather than on predictions and guesswork. Self-service analytics offers a wealth of intelligence and insights into how ...


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How to Build a Data Science Team

How to Build a Data Science Team

Businesses today need to do more than merely acknowledge big data. They need to embrace data and analytics and make them an integral part of their company. Of course, this will require building a quality team of data scientists to handle the data and analytics for the company. Choosing the right members for the team can be difficult, mainly because the field is so new and many companies are still trying to learn exactly what a good data scientist should offer. Putting together an entire team has the potential to be more difficult. The following information should help to make the process easier.

The Right People

What roles need to be filled for a data science team? You will need to have data scientists who can work on large datasets and who understand the theory behind the science. They should also be capable of developing predictive models. Data engineers and data software developers are important, too. They need to understand architecture, infrastructure, and distributed programming.

Some of the other roles to fill in a data science team include the data solutions architect, data platform administrator, full-stack developer, and designer. Those companies that have teams focusing on building data products will also likely want ...


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Journey Science in Telecom: Take Customer Experience to the Next Level

Journey Science in Telecom: Take Customer Experience to the Next Level

Journey Science, being derived from connected data from different customer activities, has become pivotal for the telecommunications industry, providing the means to drastically improve the customer experience and retention. It has the ability to link together scattered pieces of data, and enhance a telco business’s objectives. Siloed approaches are becoming obsolete – take call centers as an example – there is only so much that you can do with data from only one system.

By using insights from customer journey analytics, telco businesses can better measure the user experience, and make informed decision for refining it. The data not only allow them to take proactive approach towards customer satisfaction, but enable the prediction of future failures as well. With customer journey analytics, you can evaluate the touchpoints to journeys, and revamp your strategies to better cater to customers’ needs.

In the telecom industry, it is difficult for a business to effectively manage the massive volume of data with the existing systems and technology. There are several aspects where telecom companies need to make improvements, such as reduce costs, improve customer experience, increase conversion rates, and many more. To do so, they need to derive meaning from the collected data by finding ...


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How to Discover Hidden Value in Your Customer Journey

How to Discover Hidden Value in Your Customer Journey

The world of business and customer service has changed immensely over the past few years. Whereas once business was largely driven by outbound marketing and advertising, in today’s world you have to consider the customer experience and your customers’ journey as they interact with your brand. 

Today, thanks to the advent of the Internet and mobile technology, customers can buy almost anything in the world online, and they can compare and contrast brands, prices, and quality with a few swipes on their phone, tablet, or smart watch. Customers today do not care as much about fancy advertising as they do about superior customer service and a quality experience as they work with your brand. They choose the brands they like based on the relationships that they can build with them.

Thus, as you consider efficient ways to improve your business, you should always prioritize customer experience and the customer journey. But what is the customer journey, and how can you leverage it to create more value for your business?

What Is the Customer Journey?

The customer journey is the path that a customer takes through various touch points as they interact with your brand and your products. These touch points are the individual transactions ...


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What Is the Future of Data Warehousing?

What Is the Future of Data Warehousing?

There is no denying it – we live in The Age of the Customer. Consumers all over the world are now digitally empowered, and they have the means to decide which businesses will succeed and grow, and which ones will fail. As a result, most savvy businesses now understand that they must be customer-obsessed to succeed. They must have up-to-the-second data and analytical information so that they can give their customers what they want and provide the very best customer satisfaction possible.

This understanding has given rise to the concept of business intelligence (BI), the use of data mining, big data, and data analytics to analyze raw data and create faster, more effective business solutions. However, while the concept of BI is not necessarily new, traditional BI tactics are no longer enough to keep up and ensure success in the future. Today, traditional BI must be combined with agile BI (the use of agile software development to accelerate traditional BI for faster results and more adaptability) and big data to deliver the fastest and most useful insights so that businesses may convert, serve, and retain more customers.

Essentially, for a business to survive, BI must continuously evolve and adapt to improve agility ...


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Why Do Television Companies Need a Digital Transformation

Why Do Television Companies Need a Digital Transformation

Over just a few years, the world of television production, distribution, and consumption has changed dramatically. In the past, with only a few channels to choose from, viewers watched news and entertainment television at specific times of the day or night. They were also limited by where and how to watch. Options included staying home, going to a friend’s house, or perhaps going to a restaurant or bar to watch a special game, show, news story, or event. When we are taking about the TV industry has now been completing and moving to the high definition from the standard definition, now the discussion is about 4K and 8K video standard. But before all these things happen, analog based broadcasting needs to transform digitally. That means TV industry is unavoidable needing a disruptive transformation in their ICT platform to cope with the new processes of acquisition, production, distribution and consumption.

Fast-forward to today, and you have a very different scenario. Thanks to the rise of the Internet – and, in particular, mobile technology – people have nearly limitless options for their news and entertainment sources. Not only that, but they can choose to get their news and other media on TV or ...


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Machine Learning Becomes Mainstream: How to Increase Your Competitive Advantage

Machine Learning Becomes Mainstream: How to Increase Your Competitive Advantage

First there was big data – extremely large data sets that made it possible to use data analytics to reveal patterns and trends, allowing businesses to improve customer relations and production efficiency. Then came fast data analytics – the application of big data analytics in real-time to help solve issues with customer relations, security, and other challenges before they became problems. Now, with machine learning, the concepts of big data and fast data analytics can be used in combination with artificial intelligence (AI) to avoid these problems and challenges in the first place.

So what is machine learning, and how can it help your business? Machine learning is a subset of AI that lets computers “learn” without explicitly being programmed. Through machine learning, computers can develop the ability to learn through experience and search through data sets to detect patterns and trends. Instead of extracting that information for human comprehension and application, it will use it to adjust its own program actions.

What does that mean for your business? Machine learning can be used across industries, including but not limited to healthcare, automotive, financial services, cloud service providers, and more. With machine learning, professionals and businesses in these industries can get improved ...


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Are CEO’s Missing out on Big Data’s Big Picture?

Are CEO’s Missing out on Big Data’s Big Picture?

Big data allows marketing and production strategists to see where their efforts are succeeding and where they need some work. With big data analytics, every move you make for your company can be backed by data and analytics. While every business venture involves some level of risk, with big data, that risk gets infinitesimally small, thanks to information and insights on market trends, customer behaviour, and more.

Unfortunately, however, many CEOs seem to think that big data is available to all of their employees as soon as it’s available to them. In one survey, nearly half of all CEOs polled thought that this information was disseminated quickly and that all of their employees had the information they needed to do their jobs. In the same survey, just a little over a quarter of employees responded in agreement.

Great Leadership Drives Big Data

In entirely too many cases, CEOs look at big data as something that spreads in real-time and that will just magically get to everyone who needs it in their companies. That’s not the case, though. Not all employees have access to the same data collection and analytics tools, and without the right data analysis and data science, all of that data does ...


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How You Can Improve Customer Experience with Fast Data Analytics

How You Can Improve Customer Experience with Fast Data Analytics

In today’s constantly connected world, customers expect more than ever before from the companies they do business with. With the emergence of big data, businesses have been able to better meet and exceed customer expectations thanks to analytics and data science. However, the role of data in your business’ success doesn’t end with big data – now you can take your data mining and analytics to the next level to improve customer service and your business’ overall customer experience faster than you ever thought possible.

Fast data is basically the next step for analysis and application of large data sets (big data). With fast data, big data analytics can be applied to smaller data sets in real time to solve a number of problems for businesses across multiple industries. The goal of fast data analytics services is to mine raw data in real time and provide actionable information that businesses can use to improve their customer experience.


“Fast data analytics allows you to turn raw data into actionable insights instantly” - Albert Mavashev


Analyze Streaming Data with Ease

The Internet of Things (IoT) is growing at an incredible rate. People are using their phones and tablets to connect to their home thermostats, security systems, fitness ...


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Learn the Art of Data Science in Five Steps

Learn the Art of Data Science in Five Steps

The field of data science is one of the youngest and most exciting fields in the technology sector. In no other industry or field can you combine statistics, data analysis, research, and marketing to do jobs that help businesses make the digital transformation and come to full digital maturity.

In today’s business world, companies can no longer afford to look at their websites and social media presences as add-ons or after thoughts. The success of the technological aspects of a company is as crucial to its overall success as any other department. To gain that kind of success online, businesses must embrace big data and analytics. They must learn about their customers’ behaviour online and specifically on their sites, and they must use data to drive their marketing and production strategies.

Data Science is dedicated to analyzing large data sets, showing trends in customer and market behaviours, predicting future trends, and finding algorithms to help improve the customer experience and increase sales for the future. To learn and dive into this intriguing new field, you’ll really only need to take five simple steps…

1. Get Passionate About Big Data

As you set out to learn this field and become a data scientist, you’ll find that ...


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How Strategy – Not Technology – Is the Real Driver for Digital Transformation

How Strategy – Not Technology – Is the Real Driver for Digital Transformation

Business owners and executives today know the power of social media, mobile technology, cloud computing, and analytics. If you pay attention, however, you will notice that truly mature and successful digital businesses do not jump at every new technological tool or platform.

While they do not sit and wait for months or years to create social media pages or to take advantage of new analytical services, they do approach every piece of technology that they use with a solid strategy. Why? Marketing, production, and brand management require concrete planning to be effective and coherent. Implementing new technology without a set strategy is a recipe for failure – or, at the very least, for ineffective use of an otherwise powerful tool.

The Importance of Digital Strategy and Vision

To make the most use out of the technologies and tools available to your business today, you must have a coherent and cohesive digital strategy. Companies that have good digital strategies are said to be “digitally mature” and are more likely to embrace the most strategic technologies as they are developed, rather than casting about, trying everything, and failing to use most of it to their advantage.

A good digital strategy is born out of a vision ...


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Understanding Big Data – Are Big Data Analytics Your Friend or Enemy?

Understanding Big Data – Are Big Data Analytics Your Friend or Enemy?

The term “Big Data” is highly reminiscent of terms like “Big Pharma”, and it has a tendency to make consumers and professionals alike a bit nervous. However, whereas Big Pharma refers to large pharmaceuticals companies with market sway and seemingly countless political lobbyists, big data simply refers to the exponentially rapid growth of large data sets and the ability to analyse them.

Why People Are Afraid of Big Data Analytics

On its own, big data is neither good nor evil – it’s just data. However, the ability to collect and analyse that data without individuals’ awareness is really what frightens people. When Edward Snowden exposed the NSA’s surveillance programs of private citizens of the United States, people were awakened to the idea that their information wasn’t necessarily private. Suddenly, personal security and privacy were no longer just threatened by hackers intent on identity theft – it was a larger, more insidious problem.

Whether they viewed Snowden as a traitor or a hero for the citizens of the United States, after all of this came to light, many people were suddenly very aware of (and very frightened by) the concept of big data. They had just seen big data in use as a tool ...


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How a Digital Transformation Can Improve Customer Experience with Big Data

How a Digital Transformation Can Improve Customer Experience with Big Data

Do you know what your customers want when they visit your website? And do you know what makes them bounce away to visit another site instead of choosing products or services and continuing to checkout on your site?

All too often, business owners and executives accept customer behaviour on their websites as something natural and unavoidable. This is particularly unfortunate when they could be using big data and analytics to not only find out what obstacles or challenges are preventing them from completing more sales, getting higher overall values per sale, and increasing customer retention as well. All of this is possible with the help of big data and a digital transformation.

What Is a Digital Transformation and Why Is It Important?

Before we go any further, we must be clear – big data and analytics are nothing more or less than tools. The key to success in the twenty-first century is to perform a digital transformation. Your business needs to do more than adopt a few cool technologies and have presences online and on social media platforms – it needs to transform to incorporate these changes into its fabric and structure.

To better understand what we are talking about, consider how much your ...


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How a Digital Transformation Can Improve Customer Experience with Big Data

How a Digital Transformation Can Improve Customer Experience with Big Data

Do you know what your customers want when they visit your website? And do you know what makes them bounce away to visit another site instead of choosing products or services and continuing to checkout on your site?

All too often, business owners and executives accept customer behaviour on their websites as something natural and unavoidable. This is particularly unfortunate when they could be using big data and analytics to not only find out what obstacles or challenges are preventing them from completing more sales, getting higher overall values per sale, and increasing customer retention as well. All of this is possible with the help of big data and a digital transformation.

 What Is a Digital Transformation and Why Is It Important?

Before we go any further, we must be clear – big data and analytics are nothing more or less than tools. The key to success in the twenty-first century is to perform a digital transformation. Your business needs to do more than adopt a few cool technologies and have presences online and on social media platforms – it needs to transform to incorporate these changes into its fabric and structure.

To better understand what we are talking about, consider how much your ...


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How the Internet of Things Is Driving a Knowledge Revolution

How the Internet of Things Is Driving a Knowledge Revolution

Think about a few things in your life right now. It really doesn’t matter what they are, as long as you interact with them daily. They could be your phone, your shoes, your watch, your car, your refrigerator, your garage door opener…you get the idea. What do all of these things have in common (besides you, of course)? Well, at the moment, they may not have much of anything in common, but within the next decade, you can expect every last one of them to have Wi-Fi connections to the Internet.

The Internet of Things is an interesting concept because, on one level, it’s still largely theoretical, but on another it’s already a network that you use every single day. The strict definition of the Internet of Things (IoT) right now is, per the Oxford English Dictionary, “A proposed development of the Internet in which everyday objects have network connectivity, allowing them to send and receive data.”

As much as it’s still a “proposed” development, though, we’re seeing a lot more than proposals in the IoT. As just one example, are you one of the millions of people around the world using fitness trackers to check their daily activity and caloric output? ...


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4 Questions You Should Ask Yourself Before You Implement Any Big Data Strategy

4 Questions You Should Ask Yourself Before You Implement Any Big Data Strategy

Whether you run a small business with just a few employees or you are in charge of a multinational corporation, you can benefit from an effective big data strategy. Thanks to website analytics, geo-location services, data mining, and the constant stream of data flowing to and from us through everyday devices and products, there is more market data available today than at any other time in history.

Not only that, but the amount of data we’re producing is growing at an incredibly rapid rate. In less than five years from today, experts predict that our annual data creation will reach nearly 45 trillion gigabytes. With mind-boggling amounts of data like that available to individuals, corporations, and governments, there is no question that your business needs a big data strategy.

Why? Even the most powerful computers aren’t going to sift aimlessly through multiple trillion gigabytes of information in a timeframe that will work for gathering information on your market and your target audience. Thus, you need a focused, data-driven strategy that will not just aim to collect information but to use that information in the most effective ways possible to help your business overcome obstacles and improve your bottom line.

So, before you dive ...


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How to Improve Customer Experience by Quantifying Multichannel Issues?

How to Improve Customer Experience by Quantifying Multichannel Issues?

Every online professional knows that the usability of a website is a key factor in terms of the amount of sales it generates. Customer experience is the number one guideline when it comes to improving and optimising a website. If your data shows a drop in the amount of sales, there are several tools you can use to ‘replay’ visits on your website. However, you should take some important things into consideration in order to make the best possible use of these tools.

Replaying Visitor Behavior

Customer experience is all about getting to know your customers. What are their motives when deciding what they like to do? When your web data shows that you are missing sales on your website, there must be something that is driving your customers away, or making them postpone their purchases. Many companies use tools to replay the movement of visitors on their website, which is a good way to determine what happened during the visit. It tells you more about the actual reason for the drop-out.

Quantifying Issues

However, if you have a website with hundreds of thousands of visitors a day, it is impossible to replay all visits. And if you only watch a few of these, ...


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How to Discover the Hidden Value in Your Customer Data?

How to Discover the Hidden Value in Your Customer Data?

As the field of analytics turns more and more predictive, emphasis on using data moves to discovering unknown landscapes. But moving beyond the obvious to completely understand your customers’ journey is a very complex step. How can you derive patterns from countless data sources to optimize customer experience and create a competitive advantage?

Creating a 360-Degree Customer View

Companies today are focusing on creating a 360-degree customer view. To do so, the first step is to have your data collection up and running, making sure that you can deliver data to a centralized environment, from which it can be used for further processing. In many cases, this environment is a data warehouse. In an ideal situation, all data from online channels, CRM technology, campaigns, call centers and order management is structured an gathered there to draw the best possible conclusions for optimization. However, this comes with many challenges to collect “good data” related to the volume, velocity, variety and veracity of data. We previously highlighted the struggle to stream web data to a data warehouse, but in the entire ETL process, there are many more. Luckily, one factor that has disappeared from the list of challenges is costs of data storage. That ...


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360 Degrees Customer View and Its Web Data Collection Struggle

360 Degrees Customer View and Its Web Data Collection Struggle

Every big company continuously tries to create relevancy by differentiating itself from the competition. Big data offers tremendous chances to do so, and therefore many companies choose to differentiate through data. They collect, process and distribute data for analytics and construct a clear view of the customer. This 360 degree customer view helps companies to define the customer’s value to the business. This can then be the input for new campaigns, for instance to increase customer loyalty or to prevent churn.

To create this single customer view, many companies are turning to data warehousing. Throughout the entire company, there are several systems collecting massive amounts of data, such as the ERP, CRM, order process management, etc. All these tools deliver data to a data warehouse, for analysing and optimising operations and customer journeys. Many companies use data warehousing solutions by Teradata, Oracle, IBM or Microsoft for this cause. However, when it comes to delivering web data to the warehouse environment, many companies tend to struggle.

Web Analytics Tools

A common practise is the following situation: within a company a massive part of the customer journey takes place online on the website. The data from the website are however collected and processed by a ...


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