Posts Tagged ‘sentiment analysis’

Inspiring New Approaches To Customer Satisfaction With A Data Lake

Mona Patel

Senior Manager, Big Data Solutions Marketing at EMC
Mona Patel is a Senior Manager for Big Data Marketing at EMC Corporation. With over 15 years of working with data at The Department of Water and Power, Air Touch Communications, Oracle, and MicroStrategy, Mona decided to grow her career at EMC, a leader in Big Data.

EMC didn’t grow to be a $25 billion global technology leader without a keen focus on customer satisfaction. In fact, EMC has dedicated a program called Total Customer Experience (TCE) to drive continuous innovation in enhancing customer experience.  For example, one strategy has been for our customer service organization to conduct surveys on tens of thousands of service events each month.  But with only 1.2% of surveys returned, we knew we were missing some important feedback.

Customer Satisfaction with EMC Data Lake

Total Customer Experience Global Celebration with EMC

Enter Brad Barker, Consultant Customer Advocate for EMC’s Voice of the Customer program. Through valuable insights derived from a data lake, Brad developed the Customer Services Predictive Follow-up Program as a new way to identify and connect with potentially dissatisfied customers. To support this week’s global celebration of TCE, I had the opportunity to speak with Brad about the impact this new program is having on customer satisfaction

1.   What is the Customer Services Predictive Follow-up Program?

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Can Big Data Shape A Better Future? Quid is Paving the Way

Mona Patel

Senior Manager, Big Data Solutions Marketing at EMC
Mona Patel is a Senior Manager for Big Data Marketing at EMC Corporation. With over 15 years of working with data at The Department of Water and Power, Air Touch Communications, Oracle, and MicroStrategy, Mona decided to grow her career at EMC, a leader in Big Data.

World hunger, political conflict, business competition and other complex problems cannot be solved with mathematical algorithms measuring probabilities alone. However, by combining together human intelligence with the best artificial intelligence, the company Quid has built software that experts are calling the worlds first augmented intelligence platform. Using superior speed and storage capacity of computation, the process by which human beings typically acquire the deep pattern recognition of expertise is accelerated. The software does more than run simple prediction algorithms, it allows users to interact with data in an immersive, visual environment to better understand the world at a high resolution so that they can ultimately shape it and change it.

Founded in 2010, Quid is addressing a new class of problems to help organizations make strategic decisions around business innovation, public relations, foreign policy, human welfare, and more. Through advanced visualizations that interpret massive amounts of diverse internal and publicly accessible external data sets, Quid tells a unique and compelling story about the complexity of our world – trends, comparisons, multi-dimensional relationships, etc. – to change the direction of decision making.

For Quid, it’s not about man battling it out with machines, but rather, man working with machines when entering a new level of complex problem solving. For example, military intelligence may one day be able to change the direction of future conflicts by working with Quid software to analyze millions of data points from war logs and reports, news articles, and social media about the most recent casualties of war. The intelligence teams plugged into Quid would be able to see the war unfold as it happens across multiple data dimensions and uncover the mathematical patterns hidden in the data that are shaping the direction of the conflict.

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I spoke with Quid Co-founder and CTO Sean Gourley to explain how Quid is helping organizations leverage Big Data and augmented intelligence to tackle the Bigger Problems they are facing in a fast moving world.

1.  Quid applies Data Intelligence to Big Data – a very different concept than applying Data Science to Big Data. Please explain.

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Addicted To Analytics – EMC’s Marketing Science Lab

Mona Patel

Senior Manager, Big Data Solutions Marketing at EMC
Mona Patel is a Senior Manager for Big Data Marketing at EMC Corporation. With over 15 years of working with data at The Department of Water and Power, Air Touch Communications, Oracle, and MicroStrategy, Mona decided to grow her career at EMC, a leader in Big Data.

Our CMO Jeremy Burton is a visionary, always at least three steps ahead of the pack. I identified this gift early on, recalling Jeremy’s ability to excite a very calm and composed Technology Marketing team at Oracle 12 years ago through innovative ideas. I knew he was on the rise – Big and Fast. Yes, pun intended. Today, Jeremy’s vision at EMC is not only to harness Big Data to build a data-driven Marketing organization, but also to inspire other organizations to do the same in their Marketing departments through EMC’s Marketing Science Lab.

The Marketing Science Lab, built on EMC Big Data technology, provides a 360 degree view of customers in order to better understand their behavior and sentiment and improve marketing effectiveness. The Marketing Science Lab is not only accessible to EMC Marketers, but also presents itself through a highly visual dashboard application at EMC’s Executive Briefing Center in Santa Clara, CA. EMC’s Michael Foley leads the Marketing Science Lab and provides us with more insight into how this Big Data project is transforming EMC’s business and making everyone in Marketing addicted to analytics.

Monitors

1.  Can you describe the Big Data technology behind the Marketing Science Lab?

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How Will Twitter’s API Restrictions Affect Big Data Applications? DataSift Helps Clarify What’s Going On

Mona Patel

Senior Manager, Big Data Solutions Marketing at EMC
Mona Patel is a Senior Manager for Big Data Marketing at EMC Corporation. With over 15 years of working with data at The Department of Water and Power, Air Touch Communications, Oracle, and MicroStrategy, Mona decided to grow her career at EMC, a leader in Big Data.

Earlier this month, Twitter stepped up its enforcment of an API restriction that does not allow the building of ‘client apps that mimic or reproduce the mainstream Twitter consumer client experience’. Around the same time, LinkedIn announced that its users would no longer be able to display their tweets on LinkedIn. Will LinkedIn’s user experience be negatively impacted? What might happen to other applications? !

Fortunately, for every door that closes, a new one opens. DataSift is one of a select few companies that Twitter has entrusted to resyndicate and provide access to the full Twitter feed for use in internal analytics applications. Essentially, Twitter is leaving the door open, but through a process managed by third parties. There is one catch – you have to pay a fee for access. The good news is that the fee comes with value added platform services from DataSift, targeted at your specific industry and business need.

What I found most interesting about DataSift is their vision. DataSift believes that every entity (small, medium, or large) should have the ability to take advantage of Big Data, and especially Social Data. As DataSift Founder & CTO Nick Halstead puts it, “We are trying to help democratize the Big Data industry to enable entrepreneurs and enterprises to easily create socially-intelligent applications. No data-scientists required, no Hadoop expertise needed.”

I was so moved by DataSift’s mission, that I used my social network to contact Rob Bailey, CEO of DataSift, to learn more on how the company can bring Big Data even to the little guy for use in analytics platforms.

1.  Anyone can access and manipulate Twitter data using publicly available APIs. Why would an organization pay for access to Twitter data through DataSift?

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