SMA Slides

© 2014 IBM Corporation

IBM Social Media Analytics:Create Relationships. Build Advocacy. Improve Loyalty.

© 2014 IBM Corporation2

Agenda

The Challenge of Big Data

IBM Social Media Analytics (SMA) Overview

How IBM SMA Works

Use Cases for SMA

SMA Capabilities

Demo

Conclusion

Ian Balina• TSS• SMA Evangelist• Mid-Atlantic

Region


The Challenge of Big Data

More than 1 billion unique users visit Youtube each month watching over 6 billion hours of video

More than 388 million people view more than 12.7 billion blog pages each month

There are 500 million tweets daily – that’s 5,700 per second

50% of Facebook users check it daily – there are more than 1 billion users world wide


Easy-To-Use and Scalable, Turn Key Solution Designed For Non-IT Users

4

IBM Social Media Analytics

• Employs IBM Research assets for demographic, geographic, and behavioral analytics that are light-years’ ahead

• User-friendly, easy-to-edit pre-built dashboards

• Integrates with advanced analytics for best in class sentiment analysis and segmentation (SPSS)

• Available in 8 distinct sentiment languages:English, German, French, Chinese, Spanish & Dutch, Russian and Brazilian Portuguese

• Deployment options: On premise or SaaS


IBM Social Media Analytics Differentiators

IBM and Twitter landmark partnership is a game-changer with regard to social data and the new “insight economy”

Shared “Watson” DNA – for cognitive computing and natural language processing

Infuses social data into the ExperienceOne/IBM Customer Analytics portfolio for integrated data-driven decision making

Designed specifically for advanced analytics – not CRM -- based on sophisticated, highly precise algorithms

It’s always been about the

analytics


Social Intelligence Maturity Curve


IBM Social Media Analytics Framework


Schedule Operational Reports

Extract Indexed Results for Visualization and Downstream Analysis

Process and Analyze Documents

4

5

SocialData

Warehouse

Text Index

6

Explore and Analyze

Configure UI

7

Automated Analysis UI Reporting UI

Analysis

IBM Social Media Analytics 1.3 – Application Workflow

New Topics

Media TypeDemographic

Affinity Influencer

Geographic

Sentiment Behavior

Language

(Optional) Define crawling queries(Define document search criteria)

Define Analytics(Define Types, Concepts, & Hotwords)

Retrieve Social Media Documents (Subscription-based Historical Repository)

BoardsBlogsNews

MicroblogsVideos

Reviews

1 32

Example Query:(Hilton OR MarriottOR Starwood) AND (Room Service)

Example Expression:HiltonPoolRoom Service


Use Cases of IBM Social Media Analytics Customers

• Supply Chain Use Case – Acquire the Right Customers− Major worldwide sporting goods manufacturer launches

new product with the help of IBM Social Media Analytics

• Retail Use Case – Deliver Superior Customer Experience− Multi-billion dollar government-regulated liquor outlet

retailer validates marketing programs and campaigns and monitors customer service reputation using IBM Social Media Analytics

• Manufacturer Use Case -- Deliver Superior Customer Experience + Optimize the Customer Journey− Merial monitors the success of their NexGard product

launch with IBM Social Media Analytics.

© 2014 IBM Corporation• IBM® Social Media Analytics• IBM Business Partner Apicube

City of Toulouse uses social data analysis to better understand and meet citizens’ needs

1.6 million commentsanalyzed to pinpoint 100,000 unique comments for more precise analysis

Solution Components

Business Challenge: The Toulouse, France city government puts digital at the heart of its relationship with citizens and aims to improve the quality of digital services. However, despite its efforts, the city cannot realistically capture, manage and analyze all questions and comments posted online and on social networks. The city wanted to find new ways to capture the concerns of its citizens.

The Smarter Solution: The city government uses a social data analytics solution to analyze citizens’ needs posted on public social media, taking into account factors including context, content and sentiment. The insights help the city identify and prioritize citizens’ most prevalent and pressing issues as well as understand how messages may be resonating. This has helped the city clear up misunderstandings about a major revitalization of the city center, allaying anxieties about traffic and construction and gaining support for the project.

“By improving our understanding of the needs of citizens, we can offer them solutions that perfectly meet their expectations. This is important that we can base our urban policy on the right indicators.”—Jean-François Portarrieu, director of communications

93% increasein average response time to road maintenance issues, from 15 days to 1 day

Boosts public relationsas well as urban planning and policy development


Summary of IBM Social Media Analytics

12

• Employs IBM Research assets for demographic, geographic, and behavioral analytics that are light-years’ ahead

• Leverages Big Data capabilities

• Integrates with advanced analytics for best in class sentiment analysis and segmentation (SPSS)

• Available in 8 distinct sentiment languages:English, German, French, Chinese, Spanish & Dutch, Russian and Brazilian Portuguese

• User-friendly, easy-to-edit pre-built dashboards

• Deployment options: On premise or SaaS

SMA Slides

Documents

Transcript of SMA Slides