Analytical Thinking is a fortnightly newsletter from the UK Business Analytics team. The purpose of the newsletter is to raise awareness about why analytics is a hot topic at the moment, where is analytics being referenced in the press and in what ways are organisations using analytics. Business Analytics (Operational Research) is part of the Digital Transformation team in Capgemini Consulting UK

1. From: Skornik, Charlotte
Sent: 09 July 2012 13:34
To: Skornik, Charlotte
Subject: Analytical Thinking 9 - July 2012
Analytical Thinking
Analytical Thinking 9 - A
Newsletter from the UK Business July 2012
Analytics Team
Introduction
Introduction
Welcome to the latest edition of Analytical Thinking, a newsletter from the UK Business
Analytics community providing snippets of insight on what people have been saying about
our capability in the press over the last 2 weeks. In this edition we have articles relating
to one of our focus services this year: Customer Analytics and following on from our ‘Big
Data’ offer launch as mentioned in the last edition – further examples of big data in
action.
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Customer Analytics
Utility Analytics Institute Reveals Growth And Key Trends
In Customer Analytics
Utility Customer Analytics Market To Quadruple By 2016
As utilities face mountains of new data, 73% are embarking on
or planning a customer analytics project, according to the
Utility Analytics Institute. In fact, the utility customer analytics
market is predicted to grow by 32% per year as utility
companies ‘leverage growing analytics opportunities for
improved customer engagement and operations’. Find out
more facts and figures in this article.
See article

2. Customer Analytics In The Customer Analytics In Action
Media
Segmenting Customers By Technology
The Use Of Analytics By Media To Maximise Sales
Businesses Is Becoming Ever More
Orbitz Worldwide Inc.
Sophisticated
demonstrates how
This blog, from The tracking people's online
Guardian, demonstrates activities can use even
sophisticated ways of how seemingly innocuous
online publishers are information—in this case:
tracking what their the fact that customers are visiting from a
customers read, with the Mac—to start predicting their tastes and
FT.com innovating in this area. It argues, in spending habits. For example, Orbitz has
a multi-platform world, incorporating found that Apple users spend as much as
morning and evening peaks, tablets and 30% more a night on hotels, so the online
mobile vs desktop usage, customer travel site is starting to show them
analytics can be used to provide a clear different, and sometimes costlier, options
ROI on data driven marketing. than Windows visitors see.
See article See article
Big Data
Big Data In Politics
Using Big Data And Digital Analytics To Level The Political Playing Field
This article explores how machine learning is being used to gauge the
popularity of political candidates by measuring their digital influence. The
premise is simple: gather and crunch as much data as possible to create a
candidate’s score, which is a measure of digital influence that takes into
account factors such as a candidate’s digital footprint and citizens’
sentiment toward the candidate. Reading this article, you will see that
Digital Analytics has proven remarkably accurate in predicting winners, but
its real promise is in levelling the playing field between the haves and the
have-nots in political campaigns.
See article

3. The Use of Big Data In The Big Data’s Revolution In US
Contact Centre Environment Education
Big Data Analytics Gold For The Call Not Just Big Data--Fast
Center Data
Throughout the history of A quick and not-so-quiet
the contact centre, much revolution has started in
of the analysis of that higher education. The
data has been recent ability of
quantitative in nature, universities to process
for example: calls large amounts of data at superfast speed
received, average hold time, call length, opens the door to automated, mobile, and
resolution rate. Through time workforce deeply personalized education. The author
management tools have improved call of this article argues that the real promise of
handling, scheduling, real-time adherence big-data systems doesn't lie in how much
- but the data collected has heavily data they can handle, but in how fast these
focussed on efficiency. This article explains systems can retrieve and compute data.
that corporate contact centres are now Some of the tools out there now make the
embracing new analytic tools to dig deeper promise of a superfast data warehouse -
into the big data they generate as contact with data updates from various source
centre agents are being asked to handle a systems occurring immediately -an
wider breadth of issues from more accessible reality. This article explains that
channels, including contacts from social the revolution may be much bigger, more
media and online forums. complex, and more helpful than what we see
See article right now.
See article
Footnote
Figure It Out Blog
Have you visited the Figure it out blog yet?
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Feedback
We hope that you have enjoyed reading this ninth edition of Analytical Thinking and hope
that it has provided you with a good insight into some of the value that is currently being
realised through Business Analytics solutions. If you would like to find out more about our
services and propositions then please contact Nigel Lewis or Jon Chadwick. If you have
any suggestions on how we can improve this newsletter or if you have received it via a
colleague and would like to subscribe then please contact Charlotte Skornik. If you spot an
article that is Business Analytics related then we'd like to know about it, please submit it
to Charlotte Skornik, and it may appear in the next edition of Analytical Thinking!
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The information contained in this newsletter is proprietary and confidential.
It is for Capgemini internal use only. Copyright © 2012. All rights reserved by Capgemini.
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4. This is a fortnightly newsletter, if you don’t want to receive it anymore, please let me know.
Regards,
Charlotte Skornik
Operational Research
charlotte.skornik@capgemini.com
Tel: +44 (0) 870 904 5666 - Mob: +44 (0) 789 115 5666
www.uk.capgemini.com
40 Holborn Viaduct - London - EC1N 2PB
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