Customers, Leadership and Big Data

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Information about Customers, Leadership and Big Data
Business & Mgmt

Published on February 26, 2014

Author: mickyates

Source: slideshare.net

Description

Mick delivered a keynote at the Institute of Customer Services annual conference, February 25th, 2014.

Mick explains what organisations need to understand to maximise big data and outlines its implications for customer relationships, internal organisational structures and leadership. He explores how big data can be harnessed for customer engagement and co-creation and looks at what kind of leadership is needed, combining human-based values with technology. Mick also considers the business risks associated with big data, how these may impact customer relationships and how they might be overcome.

customers, leadership and big data Mick Yates Professor & Leadership Strategist University of Leeds / LeaderValues mick yates - 1

“Big Data is like teenage sex; everyone talks about it, nobody really knows how to do it, everyone thinks everyone else is doing it, so everyone claims they are doing it.” Dan Ariely, Duke University Director of the Center for Advanced Hindsight mick yates - 2

5 exabytes mick yates - 3

5 exabytes mick yates - 4

source: Qmee mick yates - 5

Gartner / IBM mick yates - 6

tiny data + unstructured data = big data = mick yates - 7

big data – 6 Cs • complex: data sets from multiple sources • combine: “tiny” & unstructured • compute: capture, process, analyse, visualise mick yates - 8

big data – 6 Cs • complex: data sets from multiple sources • combine: “tiny” & unstructured • compute: capture, process, analyse, visualise • create: drives decisive action, quickly • connected: impacts everyone in enterprise • customer: provides individual control of data mick yates - 9

market push mick yates - 10

customer “pull” mick yates - 11

innovation networks mick yates - 12

customer centricity mick yates - 13

mick yates - 14

a fair exchange mick yates - 15

mick yates - 16

governance mick yates - 17

policy mick yates - 18

tests mick yates - 19

“open data” mick yates - 20

you OWN all of YOUR data mick yates - 21

envision strategy enable change empower people energize success 4E’s leadership framework - mick yates mick yates - 22

4E’s leadership framework - mick yates mick yates - 23

envision a customer centric enterprise • • • clear strategic choices create a case for change that inspires people define an alternative and viable future state 4E’s leadership framework - mick yates mick yates - 24

mick yates - 25

enable Big Data operations • • • • create the right organization shape use the right tools & technology put change agents in place create a transition program 4E’s leadership framework - mick yates mick yates - 26

mick yates - 27

empower everyone to act on Big Data • • • • personalise the execution hire, train, engage the right employees execute a symbolic end to the status quo build options to deal with resistance 4E’s leadership framework - mick yates mick yates - 28

mick yates - 29

energize as a Big Data leader • • • constantly advocate the change – and use the data create a locally owned rewards plan walk the talk … 4E’s leadership framework - mick yates mick yates - 30

Deloitte “Analytics Advantage” 2013 mick yates - 31

mickyates www.mickyates.com www.leader-values.com mick yates - 32

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