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 users 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 referring 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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