{"id":2859,"date":"2017-10-09T14:13:52","date_gmt":"2017-10-09T14:13:52","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=2859"},"modified":"2023-05-02T15:42:21","modified_gmt":"2023-05-02T15:42:21","slug":"analytic-rock-stars-big-data-customer-experience","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/analytic-rock-stars-big-data-customer-experience\/","title":{"rendered":"Analytic Rock Stars: Big Data and the Customer Experience"},"content":{"rendered":"

The buzzwords \u201cbig data\u201d<\/strong> and \u201canalytics\u201d<\/strong> have flooded the wild web since the trend emerged in the digital sphere. They promised to unleash novel insights and help businesses execute innovative strategies. But what these terms really mean is huge, unstructured amounts of information.<\/p>\n

Turning this abundance of zeros and ones into something valuable for your business requires an innovative approach to numbers. Using data and analytics to drive customer experience, for example, is easier said than done.<\/p>\n\n

Obstacles to Applying Big Data Analytics Tools<\/h2>\n

Many business leaders were initially excited about the potential of data to reform the customer experience. However, this enthusiasm tapers when it comes to figuring out how to effectively analyze and derive meaningful insights from the data deluge.<\/p>\n

Several hurdles prevent companies from successfully deploying big data and analytics. According to a 2016 McKinsey & Company Global Survey<\/a>, 39% of executives said designing an appropriate organizational structure to support analytics activities was the greatest impediment to building an effective data analytics infrastructure.<\/p>\n

Other obstacles include securing internal leadership for analytics projects (33%) and constructing a strategy to prioritize investment in analytics (22%).<\/p>\n

Despite these challenges, some entities have successfully used analytics to completely redesign the customer experience<\/a>, increase efficiency and gain a leg up from competitors. Here are 4 examples that stand out.<\/p>\n\n

L’Or\u00e9al Paris Uses Big Data to Personalize Shopping and Educate Consumers<\/h2>\n

\"big<\/p>\n

In 2014, L’Or\u00e9al Paris launched Makeup Genius, an app that lets consumers to virtually try on makeup. L’Or\u00e9al USA CMO Marie Gulin-Merle explained<\/a> how it works: The app uses a scanned image of the user\u2019s face, analyzes upwards of 60 characteristics, then displays in real time how different makeup products would look on the person.<\/p>\n

Based on search and purchasing data, the app uses data and analytics to learn users\u2019 preferences and provide tailored responses for a more personalized mobile shopping experience.<\/p>\n

L’Or\u00e9al also deployed data and analytics to determine the best engagement strategy when preparing to launch its Maybelline Master Contour makeup line. The company partnered with Google to access search data and gain a better sense of consumers\u2019 contouring questions and concerns.<\/p>\n

Try WalkMe\u2019s interactive\u00a0onscreen guidance to skyrocket your customer experience.<\/a><\/em><\/strong><\/p>\n

<\/p>\n

After analyzing this information, L’Or\u00e9al created a series of YouTube videos to target \u201ccontour-me-quick\u201d users. The videos, each containing three steps, simplify contouring for women who are interested in the technique but assume it\u2019s too difficult or time-consuming to learn. The data-driven approach enabled the company to provide educational content for more than 9 million viewers and reduce the barrier to purchase.<\/p>\n\n

How the NFL Leveraged RFID Technology to Deepen the Fan Experience<\/h2>\n

\"big<\/p>\n

Sports teams and the National Football League, in particular, have long kept stats to inform strategy and create effective plays. With the arrival of high tech, big data and analytics not only changes the game, it improves the customer experience by promoting greater fan engagement and better broadcasting.<\/p>\n

After a successful pilot in 2014, the NFL in 2015 expanded Zebra Technologies\u2019<\/a> MotionWorks Remote Frequency Identification Data sensors to all players and stadiums.<\/p>\n

The sensors, implanted into players\u2019 shoulder pads and stadiums, use GPS tracking to capture key vector data points, including a player\u2019s distance traveled, speed and direction. As of the 2017 NFL season, sensors will also be implanted<\/a> into footballs to collect real-time location, speed and rotation data.<\/p>\n

Zebra\u2019s algorithms aggregate players\u2019 stats and display them in real time, enabling coaches to tailor plays and lineups to better face competition, as well as improve training. The data and analytics used by the NFL also allows fans to access visualizations, statistics, and fantasy recommendations that were previously unavailable.<\/p>\n\n

City-Wide Fitness Tracker Makes Chicago the First \u201cSmart City\u201d<\/h2>\n

\"big<\/p>\n

Chicago\u2019s Array of Things (AoT) is the first urban sensing project of its kind in the U.S. It is comprised of a network of interactive modular sensor boxes that collect real-time data on the environment, infrastructure, and pedestrian and vehicle activity to support research and public use.<\/p>\n

The first of the sensors were installed in the summer of 2016, with a total of 500 planned for installation by the end of 2018.<\/p>\n

The AoT, which has been likened to a city \u201cfitness tracker,\u201d measures factors that affect Chicago residents\u2019 health and commutes, such as climate, air quality, noise, and traffic. According to the project\u2019s official website<\/a>, the nodes measure temperature, barometric pressure, light, a variety of pollutants including carbon monoxide and nitrogen dioxide, vibration, ambient sound intensity, and pedestrian and vehicle traffic.<\/p>\n

The real-time, location-based data is published online. Residents can use the information to track their exposure to certain air contaminants, avoid excessive noise and congestion, and even find the most populated routes at various times of day or night.<\/p>\n

In addition to individuals\u2019 use, organizations, engineers, and researchers can use the data to study urban environments and support urban planning.<\/p>\n\n

Hospital Command Centers Use Data and Predictive Analytics to Manage Patient Flow<\/h2>\n

\"big<\/p>\n

Hospitals are looking to NASA\u2019s Mission Control Center as an example as they increasingly rely on data and analytics to manage capacity, better coordinate patient flow, anticipate surges in the emergency department and prevent bottlenecks.<\/p>\n

Efficient patient flow not only makes the hospital run smoother, it enhances the patient experience by eliminating long ED wait times, delays in transfers, and other frustrations.<\/p>\n

Improve digital efficiency and the drive customer experience with WalkMe.<\/strong><\/a><\/em><\/p>\n

Baltimore-based The Johns Hopkins Hospital<\/a> worked with GE Healthcare Partners, an advisory firm within GE Healthcare, to open its Capacity Command Center in February 2016. The hospital\u2019s 5,500-square-foot center, which includes GE\u2019s proprietary Wall of Analytics, combines systems engineering, experience, big data and predictive analytics to coordinate the flow of 50,000 inpatients and 80,000 ED patients a year.<\/p>\n

Hospital decision-makers work in the command center to monitor various algorithms and analytics to guide patient flow.<\/p>\n

Since the hospital activated its command center, it\u2019s seen a 60% improvement in the ability to accept complex patients from other hospitals. ED patients are assigned to beds 30% faster after the decision to admit, and they are transferred 26% faster after they are assigned a bed. Transfer delays from the operation room have dropped by 70%, and 29% more patients are discharged before noon. This increased efficiency is a boon to the hospital\u2019s bottom line, as well as the patient experience.<\/p>\n

While not easy to implement effectively, the applications for big data and analytics to improve the customer experience<\/a> are endless. As companies, sectors, and cities continue to look for ways to innovate and compete, big data and customer experience will become even more tightly linked.<\/p>","protected":false},"excerpt":{"rendered":"The buzzwords \u201cbig data\u201d and \u201canalytics\u201d have flooded the wild web since the trend emerged in the digital sphere. They…<\/span>","protected":false},"author":246,"featured_media":2860,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,213,189],"class_list":["post-2859","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-data-and-analytics","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"\n4 Innovative Uses for Big Data and Analytics - WalkMe Blog<\/title>\n<meta name=\"description\" content=\"Talk of big data and analytics is absolutely everywhere. 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