Using Social Intelligence to Help Shape Customer Relationships & Drive ROI

Using Social Intelligence to Help Shape Customer Relationships & Drive ROI

Navdeep Alam, Director of Data ArchitectureMzinga@[email protected]

MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l

Today’s Agenda.

2

Topic

Mzinga – What do we do?

What Powers Social Analytics & Intelligence Solution

Sample Use Case & Scenario for Analytics to Drive Enhanced Experiences and ROI

Q&A


Company overview. (The 36,000 ft view)

Market SaaS social software, services and analytics

Experience 40M users & 15,000 communities under management

Employees 200

# of Customers 300 clients

MZINGA l #1 ON-DEMAND SOCIAL SOFTWARE l 4

Trusted by the World’s Leading Brands…

Mzingacustomer

ecosystem


Mzinga Social Business Ecosystem

Customer Experience

Employee Experience

PartnerExperience

Brand Experience

• Streamlined client acquisition

• Customer engagement

• Loyalty & retention

• On-demand support

• Listening & engagement

• Brand building

• Demand generation

• Social commerce

• Social business outsourcing

• Indirect revenue streams

• Developer networks

• Engagement & collaboration

• Satisfaction & retention

• On-boarding & recruiting

• Social learning

Mzinga Social Business

Ecosystem


Monitor

Solution Model Highlights

MeasureIntegrate & Bridge

Network & Communicate

Content & Media

Share & Collaborate

Develop & Grow

Grow your prospect network and target market base by connecting & engaging with buyers

Monitor & respond to buyer perception of your brand via social media listening& moderation

Enable access to the broadest range of formal & user-generated content to put

key info at customer fingertips

Co-create, collect feedback and collaborate with customers to gain more insight into their needs

Enable solutions & opportunities for customer growth & optimization

Ideation Polls/Surveys Live meetingsFile share Certifications CommerceEvent mgmtTo dos/tasks

Friending Badging FeedsProfiles Video CoursesQ&A forumsDiscussions

Analyze key metrics and trends to inform future strategies; Leverage scorecards to measure customer experience community health


Content, behaviors, activities & interactions

Business results

What is Social Intelligence & ROI?

What is Social intelligence?

Social graph

+Social

behaviors

+Social gaming

dynamics


Intelligence Continuum

Data

Information

Knowledge

WisdomUse knowledge to establish and achieve goals/ROI

Analyze & synthesize derived information

Give meaning to obtained data

Obtain the raw facts

Baker’s depiction of the Knowledge Continuum, 2007


Mzinga Advanced Analytics Architecture

“Big Data” Warehousing•Increased processing speed enabled by proprietary algorithms

•Efficient loading, storing and analyzing of terabytes to petabytes of data

•Redundancy and failover support via advantages of MPP

Metadata: Blog Info, Profile Info, Relationship Info, etc.

Blogs, Comments, Discussions, Courses, Programs, etc.

Audio & Visual

Text, Images,

etc.

Metadata Repository

Extensible Metadata Model

•Easily create your own reports and analytics by leveraging reusable data elements

•Increased development speed of your future analytics and reporting needs

•More flexible, comprehensive data insight, including comparative metrics

Flexible outputs•Multiple interactive dashboards, analytics and report types, including shared and saved reporting to be available in stages

•Reduce report customizations


Mzinga Application Architecture

Virtual Machines

Microstrategy Cluster

Virtual Machines

Aster Worker Cluster

Virtual Machines

Aster Queen Cluster

Partitioned by date across all virtual machines

Aster Loader

Social listening

Social media

NLP

SM (API or APP)

SQL MapReduce Implementations

• Template for running SPROCS as a Map function (operation against rows) to allow dynamic SQL to run in MPP (fully documented at: http://asterdata.omnisocial.mzinga.com/app/signon)

• Variations on Tokenize and Count to get grouping a behavior attributes for analysis of first degree activity

• Web Analytics – Sessionalization• Sequential Pattern Analysis – nPath• Time Series Analysis – Supported by full data Recompute

algorithms and avoid Caching against streaming data.• Future – Graphing exercises beyond first degree to support

SNA Gamification – (i.e. Friending Paradox)

http://asterdata.omnisocial.mzinga.com/app/signon


How Big Data Helps Drive Social Intelligence

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Use Cases and Scenarios


Leading Hi-Tech Company Blog

Hi-Tech Customer Experience

Community

Me

Colleague(Blogger)

Incentive/reward for

survey participation

Network of Software Users

Questions?

Technology

Using Social Intelligence to Help Shape Customer Relationships & Drive ROI