Big data changes everything.

Voice of Customers
Andrew Park
APJ Big Data Solutions & Sales, HP Software
March 2015
Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Information is Exploding in the Enterprise

SOCIAL MEDIA
Human information

Social Media

>1 billion tweets, posts

Video, images

WEB

Video

Visiting 100 million web

Posting 5 million forum/blog

Email

CRM notes

Messages
Images

Word, Excel

Audio

ENTERPRISE CONTENT
Billions of emails, chat conversations
CRM case notes,
Trouble tickets, documents

90% of data is human information locked as unstructured content difficult to analyze, impossible to
6 summarize
million email
interactions
or gain
insights
3

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Understand
and engage with
your customers
How HP and NASCAR are driving
innovation in fan and media engagement

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

This is the Era of multi-channel content and analytics

Facing dynamic environment with strong customers
influence/decisions
Consumers are looking for new ways to interact
Personalized content interactions with viewers
Micro-channel aggregation of data is a necessity
The mash-up of social, mobile and linear broadcast
content and data is NOW
Where do you begin?

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Big Data is only useful when it is actionable

How do I find it?

Is it meaningful?
Actionable
insights

Big Data

Business
value

$
How do I share it?
6

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Can I use it as Content?

NASCAR Fan & Media

Engagement Center
Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

NASCAR is driving innovation and enhancing its fan

experience with a state-of-the-art interactive media
command center created by HP
New insight on the media landscape
Understand fans behavior
Engage new markets
Tap into new innovation Existing &
3rd party data Assets
The FMEC is a resource for entire NASCAR ecosystem
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How do you do it?

Holistically leverage social and traditional media data through one cohesive view

Gather

Analyze

Share

Engage

Gather structured and

unstructured data from
within the enterpriseand
externally (i.e. social, print,
video, audio content, etc)

Perform real-time
analytics across all media
with advanced reporting
and visualizations

Provide insights in realtime to the right

stakeholders to take
action (enterprise
collaboration)

Communicate with your

customers, prospects and
media in real-time using their
preferred channels

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

NASCAR Fan and Media Engagement Center

Analyzes fan sentiment, identifies emerging issues and trends for actionable insights
Gather

Engage
Daytona 500

Conversation Trend During Race

Johnson
Wins

Race starts
Danica leads lap

Drivers and
Danica

Wreck 1
Final Laps
Wreck 2

Erin Andrews
and 50 Cent

Total Mentions: 303,857

3

Road to Daytona 2/5/13 2/13/13

Identifier Comparison
Although the official #FueledBySunoco
was established, there were numerous
instances where the organic string
Fueled by @SunocoRacing was used
as a reference.

Mentions
#Gen6 = 2,260
@SunocoRacing = 443
#FueledBySunoco = 342

Top Influencers

Most Discussed Terms

Analyze
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Share

Thank You.
Andrew Park
Head of APJ Solutions & Sales, Big Data, HP Softare
E. Andrew.park@hp.com
M. +61-(0)409 732 801

Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.