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Enhancing the Customer Experience with Data & Analytics

Last month, I had the honor of presenting at the Internet of Things (IoT) World Forum in Chicago. The event gave me the opportunity to do one of my favorite things, collaborate and network with all of my peers who are doing creative work within the world of IoT. One of my colleagues, Kowsalya Arunprakash, Lead Architect of Virtual Data Integration Services for Time Warner Cable, co-presented and shared a use case in which Time Warner is utilizing Cisco Data Virtualization to enhance its customer experience with analytics. In today’s blog, I’d like to share more details about this use case, because I think it’s a great example of how organizations are leveraging IoT solutions as a way to better serve their customers and separate themselves from their competition.

Time Warner Cable IntelligentHome is a home security and energy management system which TWC IntelligentHomeusers can control from their smartphone, tablet or computer to do things like view live video, arm/disarm their system, turn their home lights on/off or adjust the temperature of their thermostat. As you can imagine, each one of these pieces of equipment creates a fair amount of data through radio-frequency identification (RFID) and sensors. On top of this, as consumers generally do, users are going to social media to share their experience.

Utilizing Cisco Data Virtualization, Time Warner is able to couple this data along with sales, marketing and historical customer data to get a full 360 degree view of operational analytics. By operational, I am TWC IntelligentHome 2referring to intelligence like customer trends, sales analytics and resource allocation management.

This combination is an extremely powerful tool to understand the customer in order to create and adapt products and services that cater to their wants and needs. It’s an opportunity to see how the product is being used, via RFIDs and sensors, coupled with customers’ feedback and experience shared on social media as well as their long-term history of usage and preferences.

During her presentation, Kowsalya shared that by leveraging these insights Time Warner is able to improve sales, reduce customer churn and even work with local law enforcement and emergency services to respond faster to current events. To hear more, I encourage you to watch the video interview of Kowsalya and learn about how Time Warner is using Data Virtualization to derive value for their customers.

 

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New Research Identifies How to Accelerate Data Virtualization Adoption

The challenges of data management are getting exponentially harder. These ever-increasing data quantities, diversity and distribution are revolutionizing data management, opening the door for new solutions such as data virtualization.

Data virtualization fulfills a range of business demands for data, supports high iteration and fast response times, all while saving significant IT costs.

Radiant Advisors is a leading strategic research and advisory firm that helps transform today’s organizations into tomorrow’s data-driven industry leaders.  They recently teamed with Cisco to better understand the barriers experienced by companies considering data virtualization and see how companies that have already adopted data virtualization overcame them.

The Data Virtualization Adoption Dilemma

Data virtualization is an advanced technology with nearly every major research and consulting firm provides architectural blueprints that include a logical business semantic layer.

Yet only some companies have it, leaving data virtualization an often-missed opportunity for business and IT to keep pace with today’s volatile data landscape.

To achieve the benefits of data virtualization, companies need to take the leap.

Unique Research Formula

To better understand data virtualization adoption barriers, Radiant Advisors’ Research Director, Lindy Ryan, interviewed a broad, pre-adopter community to understand their perceptions and concerns.  These top-of-mind issues were then posited to companies that have already adopted data virtualization, who then anonymously shared the insights, best practices, and lessons they learned in overcoming barriers to data virtualization adoption.

The resulting research report, Overcoming Barriers to Data Virtualization Adoption, consolidated these findings into clear counsel intended to guide potential adopters to overcome perceived barriers.

Read The Research

Download Overcoming Barriers to Data Virtualization Adoption here.

 

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To learn more about Cisco Data Virtualization, check out our page.

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Data Analytics, Targeted Advertising, and Privacy Go Riding in a Connected Car

I put a Zubie in my car today. I really wish that NPR’s “Car Talk” radio program was still on the air, so I could call in and say that sentence to Tom (sadly, deceased this week) and Ray Magliozzi, aka the “Click and Clack Brothers.” They’d have a lot fun with that.

After seeing so many interesting connected transportation solutions from Cisco and others at the recent ITS World Congress in Detroit, I felt inspired to get my own car connected! Zubie is one of a several available apps and services that allow you to “manage” your car from a mobile app, e.g., perform a car “health check,” see how well you drive, create geofences to track your car, for example, when your newly-licensed teenage child borrows it for the night.

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I signed up for Zubie even though I know they’re going to make money from the car-sourced analytics that they get from my car (beyond subscription fees, waived for the 1st year). According to their privacy policy, they will gather data about my vehicle usage over time, which includes speed, braking, acceleration, and the geolocation of the Zubie key that I plugged into my car’s OBD-II port. This data Read More »

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Wi-Fi Value-Added Services Improve the Retail Bottom-line

Retailing has always been a tough business.  But, the move to online shopping, the challenging economy and changes in shopper’s behavior has placed even more pressure on traditional retail margins.  Retailers are constantly looking for ways to get more people in to their store and to spend more.  Traditional retailers have long envied the massive amounts of valuable data that online retailers have available to help them better understand customer behavior and implement winning marketing tactics.  Online retailers know such valuable information as: how frequently customers return, how long they spend on the site, what they looked at but didn’t buy and where they went before and after coming to the site.  With this information, online retailers are able to rapidly adjust prices, promote certain items, and re-configure the layout of the site in almost real-time in order to increase the probability and value of a sale.  None of these data and insights has been available to bricks-and-mortar retailers -- until now.  The increasing availability of Wi-Fi in retail locations is changing all of that.

Shopping malls and retailers are increasingly offering Wi-Fi to their customers as a service to connect their mobile devices to the Internet.  Hidden in this Read More »

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Unlocking the Business Value in Wi-Fi Networks

Wi-Fi networks seem to now be everywhere.  Once primarily confined to the home or office, we now expect Wi-Fi access in coffee shops, hotels, airports, stores and even in sport stadiums.  Not only are these Wi-Fi networks providing valuable Internet access to appreciative mobile users, they are collecting massive amounts of useful information.  Innovative businesses and operators are now learning how to unlock this valuable information to turn Wi-Fi networks into key enablers of business value.  We have identified eight technical characteristics of Wi-Fi networks that can help to deliver real value to the bottom-line:

 1.     Recognizes All Wi-Fi Enabled Devices

Recent research by Cisco IBSG shows that consumers have an average of 2.6 mobile devices, most of which are now Wi-Fi enabled.  These devices are constantly signaling of their existence to Wi-Fi networks.  As a result, Wi-Fi access points are constantly collecting information on these devices and the movements of their owners without users having to authenticate on the network.  This means that venues are collecting information on a large number of people at an – effectively anyone who enters with a Wi-Fi activated mobile device in his pocket.  However, this does not raise personal privacy issues because only the MAC address of the device is collected and the information is aggregated across all users.

2.     Hyper-Sensitive Location Read More »

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