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1 de 50
© mick yates 2015 page 1
big data & its application
customer leadership
mick yates / LeaderValues
Visiting Professor, University of Leeds
© mick yates 2015 page 2
“Big Data is like teenage sex;
everyone talks about it, nobody
really knows how to do it, everyone
thinks everyone else is doing it, so
everyone claims they are doing it.”
Dan Ariely, Duke University Director of the Center for Advanced
Hindsight
© mick yates 2015 page 2
© mick yates 2015 page 3
5 exabytes
© mick yates 2015 page 3
© mick yates 2015 page 4
source: Qmee
© mick yates 2015 page 5
“errors using inadequate data are
much less than those using no data
at all”
Charles Babbage, inventor and mathematician
© mick yates 2015 page 5
© mick yates 2015 page 6
© mick yates 2015 page 7
Gartner / IBM
© mick yates 2015 page 8
tiny data + unstructured data = big data
=
© mick yates 2015 page 9
SAP Experience Centre
© mick yates 2015 page 10
SAP Experience Centre
© mick yates 2015 page 11
© mick yates 2015 page 12
the technology to develop insight
is hard but manageable and
cheap …
… the real issue is DOING
something about the insight
© mick yates 2015 page 12
© mick yates 2015 page 13
innovation
networks
strategy one
© mick yates 2015 page 14
seekers and solvers
© mick yates 2015 page 14
© mick yates 2015 page 15
© mick yates 2015 page 16
customer
centricity
strategy two
© mick yates 2015 page 17
© mick yates 2015 page 18
market push
© mick yates 2015 page 19
customer “pull”
© mick yates 2015 page 20
a fair exchange
© mick yates 2015 page 20
© mick yates 2015 page 21
the customer “data journey”
© mick yates 2015 page 22
© mick yates 2015 page 23
© mick yates 2015 page 24
© mick yates 2015 page 25
social aggregation
© mick yates 2015 page 26
social curation
© mick yates 2015 page 27
social advocacy
© mick yates 2015 page 28
brand
© mick yates 2015 page 29
you
OWN
all of
YOUR
data
© mick yates 2015 page 30
governance
© mick yates 2015 page 31
policy
© mick yates 2015 page 32
tests
© mick yates 2015 page 33
© mick yates 2015 page 34
customer leadership
© mick yates 2015 page 35
envision strategy
enable change
empower people
energize success
4E’s leadership framework - mick yates
© mick yates 2015 page 36
4E’s leadership framework
© mick yates 2015 page 37
envision a customer centric enterprise
• clear strategic choices
• create a case for change
that inspires people
• define an alternative and
viable future state
4E’s leadership framework
© mick yates 2015 page 38
© mick yates 2015 page 39
© mick yates 2015 page 40
© mick yates 2015 page 41
accountable care
http://www.medicity.com/aco.html
© mick yates 2015 page 41
© mick yates 2015 page 42
enable Big Data operations
• create the right organization shape
• use the right tools & technology
• put change agents in place
• create a transition program
4E’s leadership framework
© mick yates 2015 page 43
http://www.californiareport.org/archive/R2013090616
30/b
predictive policing
“PredPol” software takes
crime data and generates
maps – earthquakes and
crime (mathematically)
work in similar ways (with
aftershocks)
© mick yates 2015 page 43
© mick yates 2015 page 44
big models
© mick yates 2015 page 45
small models
© mick yates 2015 page 46
empower everyone to act on Big Data
• personalise the execution
• hire, train, engage
the right employees
• execute a symbolic end
to the status quo
• build options to deal with resistance
4E’s leadership framework
© mick yates 2015 page 47© mick yates 2015 page 47
© mick yates 2015 page 48
energize as a Big Data leader
• constantly advocate the change
– and use the data
• create a locally owned rewards plan
• walk the talk …
4E’s leadership framework
© mick yates 2015 page 49
the CEO’s job is not to understand
Big Data…
… it’s to understand his or her
business, and then know what
question to ask
© mick yates 2015 page 49
© mick yates 2015 page 50
customer leadership
mickyates
www.mickyates.com
www.leader-values.com

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"Customer Leadership"

  • 1. © mick yates 2015 page 1 big data & its application customer leadership mick yates / LeaderValues Visiting Professor, University of Leeds
  • 2. © mick yates 2015 page 2 “Big Data is like teenage sex; everyone talks about it, nobody really knows how to do it, everyone thinks everyone else is doing it, so everyone claims they are doing it.” Dan Ariely, Duke University Director of the Center for Advanced Hindsight © mick yates 2015 page 2
  • 3. © mick yates 2015 page 3 5 exabytes © mick yates 2015 page 3
  • 4. © mick yates 2015 page 4 source: Qmee
  • 5. © mick yates 2015 page 5 “errors using inadequate data are much less than those using no data at all” Charles Babbage, inventor and mathematician © mick yates 2015 page 5
  • 6. © mick yates 2015 page 6
  • 7. © mick yates 2015 page 7 Gartner / IBM
  • 8. © mick yates 2015 page 8 tiny data + unstructured data = big data =
  • 9. © mick yates 2015 page 9 SAP Experience Centre
  • 10. © mick yates 2015 page 10 SAP Experience Centre
  • 11. © mick yates 2015 page 11
  • 12. © mick yates 2015 page 12 the technology to develop insight is hard but manageable and cheap … … the real issue is DOING something about the insight © mick yates 2015 page 12
  • 13. © mick yates 2015 page 13 innovation networks strategy one
  • 14. © mick yates 2015 page 14 seekers and solvers © mick yates 2015 page 14
  • 15. © mick yates 2015 page 15
  • 16. © mick yates 2015 page 16 customer centricity strategy two
  • 17. © mick yates 2015 page 17
  • 18. © mick yates 2015 page 18 market push
  • 19. © mick yates 2015 page 19 customer “pull”
  • 20. © mick yates 2015 page 20 a fair exchange © mick yates 2015 page 20
  • 21. © mick yates 2015 page 21 the customer “data journey”
  • 22. © mick yates 2015 page 22
  • 23. © mick yates 2015 page 23
  • 24. © mick yates 2015 page 24
  • 25. © mick yates 2015 page 25 social aggregation
  • 26. © mick yates 2015 page 26 social curation
  • 27. © mick yates 2015 page 27 social advocacy
  • 28. © mick yates 2015 page 28 brand
  • 29. © mick yates 2015 page 29 you OWN all of YOUR data
  • 30. © mick yates 2015 page 30 governance
  • 31. © mick yates 2015 page 31 policy
  • 32. © mick yates 2015 page 32 tests
  • 33. © mick yates 2015 page 33
  • 34. © mick yates 2015 page 34 customer leadership
  • 35. © mick yates 2015 page 35 envision strategy enable change empower people energize success 4E’s leadership framework - mick yates
  • 36. © mick yates 2015 page 36 4E’s leadership framework
  • 37. © mick yates 2015 page 37 envision a customer centric enterprise • clear strategic choices • create a case for change that inspires people • define an alternative and viable future state 4E’s leadership framework
  • 38. © mick yates 2015 page 38
  • 39. © mick yates 2015 page 39
  • 40. © mick yates 2015 page 40
  • 41. © mick yates 2015 page 41 accountable care http://www.medicity.com/aco.html © mick yates 2015 page 41
  • 42. © mick yates 2015 page 42 enable Big Data operations • create the right organization shape • use the right tools & technology • put change agents in place • create a transition program 4E’s leadership framework
  • 43. © mick yates 2015 page 43 http://www.californiareport.org/archive/R2013090616 30/b predictive policing “PredPol” software takes crime data and generates maps – earthquakes and crime (mathematically) work in similar ways (with aftershocks) © mick yates 2015 page 43
  • 44. © mick yates 2015 page 44 big models
  • 45. © mick yates 2015 page 45 small models
  • 46. © mick yates 2015 page 46 empower everyone to act on Big Data • personalise the execution • hire, train, engage the right employees • execute a symbolic end to the status quo • build options to deal with resistance 4E’s leadership framework
  • 47. © mick yates 2015 page 47© mick yates 2015 page 47
  • 48. © mick yates 2015 page 48 energize as a Big Data leader • constantly advocate the change – and use the data • create a locally owned rewards plan • walk the talk … 4E’s leadership framework
  • 49. © mick yates 2015 page 49 the CEO’s job is not to understand Big Data… … it’s to understand his or her business, and then know what question to ask © mick yates 2015 page 49
  • 50. © mick yates 2015 page 50 customer leadership mickyates www.mickyates.com www.leader-values.com