Customer-Centered Big Data Use Cases




FountainBlue’s February 16 When She Speaks event was on the topic of Customer-Centered Big Data Use Cases.

Delivering personalized solutions to discerning customers real-time will continue to differentiate companies. We were fortunate to have a diverse and experienced panel to help us understand how technologies, companies and leaders are changing the way we work and live.

We began with some definitions – 

  • Big Data is a general term referring to the volumes of information made available by the programs, devices, tools and applications we each use every day, in growing proportions. 
  • AI or Artificial Intelligence offers a suite of reasonings to draw intelligence from that data, so that it’s understandable and adds value by describing and detailing what’s happening.
  • ML or Machine Learning turns to computers to identify and report of patterns which may not be obvious to the average user, and which be useful and insightful.

Our panelists shared a wide range of data use cases which describe well “what happened”, in detail, predicts “what will happen” based on the information provided by volumes of historic data.

Each company has developed sophisticated systems, processes, modules and leaders to help ensure efficient, secure, scalable solutions, despite the complex and overwhelming volumes of data managed, customers served, transactions facilitated. 

Key to providing exceptional service is the ability to anticipate problems, to mitigate risks, to collaborate with internal and external stakeholders in order to anticipate and address needs, and to get it right each time, every time.

Below are some aggregated thought-provoking comments from an expert panel.

  • This is a LOT of pressure, considering what’s at stake. But data management is a certain and inevitable direction for ALL businesses in ALL industries. So being open to these challenges and changes will help you keep your skills relevant.
  • Partner closely with customers to define, create, anticipate their challenges and needs, and serve their needs efficiently, leveraging real-time data.
  • Balance the need for security with the mandate for privacy, and the demand for efficient access.
  • Respect the data, but more importantly, use your judgment to ensure that the data provides useful information which is actionable and useful.
  • Focus on the prioritized pain points for each class of customer, and work collaboratively to solve them, preferably proactively.
  • Data scientists and business leaders are important on each team.
  • The hardware, the software, the cloud, all IoT devices add to the volume of data created, and are also instrumental in ensuring we manage the data well.

Our panel ended with some thoughts on the need for humans, for leaders, in an age where data reigns supreme. We will ALWAYS need humans:

  • To ask the right questions
  • To define the data to be measured
  • To understand the implications of the data
  • To validate the recommendations of the data
  • To take responsibility for the results of a project
  • To keep raising the bar, never settling for existing solutions
  • To ensure that we are leveraging data for the betterment of all
  • To decide what’s ‘useful’ about the data generated, and how it’s useful
  • To lobby for the money and energy to fund programs, devices, robots, systems
  • To draw conclusions and recommend decisions beyond the synthesized data sets
  • To draw creative and intuitive conclusions and recommendations which may not be logical

I’ll conclude this month by inviting everyone to Go Forth with the data, and DO GOOD THINGS.

Please use us in thanking our panelists for FountainBlue’s February 16 When She Speaks event, on the topic of Customer-Centered Big Data Use Cases and our gracious hosts at eBay.

  • Facilitator Linda Holroyd, CEO, FountainBlue
  • Panelist Pauline Burke, Global Head of Experimentation, eBay
  • Panelist Adriane McFetridge, Director of Engineering, Netflix
  • Panelist Maryam Sanglaji, Principal Product Marketing Manager, Nutanix
  • Panelist Suruchi Kaushik Sharma, Senior Director, Corporate Strategy, Flex

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