Tagged with “data” (19)

  1. Zeynep Tufekci: We’re building a dystopia just to make people click on ads | TED Talk

    We’re building an artificial intelligence-powered dystopia, one click at a time, says techno-sociologist Zeynep Tufekci. In an eye-opening talk, she details how the same algorithms companies like Facebook, Google and Amazon use to get you to click on ads are also used to organize your access to political and social information. And the machines aren’t even the real threat. What we need to understand is how the powerful might use AI to control us — and what we can do in response.


    —Huffduffed by marshallkirkpatrick

  2. Developing a New CCO Organization For Dell - During Their Merger With EMC, with Karen Quintos - CB37 - Customer Bliss

    Episode Overview

    Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects. Mergers can be common, but not at this size — and most CCOs probably don’t operate under a merger in their career, via sheer numbers. Karen’s perspectives on all this throughout the interview are very interesting.

    About Karen

    From her LinkedIn:

    Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Under Karen’s leadership, the CCO organization defines and develops Dell’s customer experience strategy and programs to maximize customer satisfaction, acquisition, retention and profitability. Karen is also responsible for Dell’s strategy and programs for Corporate Social Responsibility, Diversity & Inclusion and Entrepreneurship — business imperatives she is passionate about. Previously at Dell, Karen served as Chief Marketing Officer and also held senior roles within services, support and supply chain management. Karen joined Dell in 2000 from Citigroup, where she was vice president of Global Operations and Technology. Prior to this, Karen spent 12 years with Merck in marketing, operations and supply chain leadership. She earned a master’s degree in marketing and international business from New York University, and a Bachelor of Science in supply chain management from Pennsylvania State University. Karen is on the board of Lennox International and Susan G. Komen for the Cure. She is also on the board of Penn State’s Smeal College of Business, and a 2014 recipient of its highest honor, the Distinguished Alumni Award.  Karen resides in Austin, Texas, with her husband and three children.

    The Four Major Steps

    In the new capacity, Karen had four major focal points:

    Define the role of the CCO

    ID priorities and create focus areas

    Engage the leadership team

    Evaluate and give herself feedback

    Define The Role Of The CCO

    This is the first part of our discussion. Here, we speak a lot about the types of research you have to do when you elevate to a role like this, especially at a merged company of this size. Some of her first actions included:

    Speaking with thought leaders (Karen and I did a working session together with her team last fall, too!)

    Road shows where she spoke with anyone who interacts with clients

    As many client conversations as possible

    Bring in data — but be sure to target the data, and not just collect everything (which can confuse people)

    Identify Priorities

    This is a real problem for companies, especially as they get bigger. Karen and her team identified 10 priorities, which were subsequently grouped into three focus areas. Those were:

    Design solutions to deliver high-value to, and earn advocacy from, the key customer segments of Dell Technologies

    Build out and continue to enable customer analytics and insights; the goal here was both being able to understand customers but also to use the analytics gleaned for top-quality service

    Expand corporate responsibility, giving, and entrepreneurship. How can Dell Technologies partner with customers on not just revenue plays, but higher-purpose missions?

    Now we have the role defined and priorities set. It’s time to engage the leadership team.

    Engaging The Leadership Team

    Karen needed buy-in on the 10 priorities grouped into the three focus areas above. She knew that a lot of executive-level discussions would be anecdotal, but wanted to have a quantitative/qualitative basis on top of that. That’s where the big data/analytics side came in. She had numbers, but also stories/anecdotes, and was able to get the 10 priorities and focus areas approved. This, in turn, became the initial customer experience road map.

    Now, she meets with the rest of the leadership team bimonthly. The goal is to have conversations and engage around the priorities, including seeing if anyone has questions, etc.

    One big thing we discussed here is the idea of “culture work.” It needs to be easy for other people in the organization (individuals or departments) to (a) understand what you’re doing but (b) be able to reach out. Karen wants to make sure her team isn’t silo’ed and can work with other teams, other executives, and front-line management. It’s not just about specific CX metrics. It’s about what the company needs and how CX fits into that.

    Feedback Loops

    Karen evaluates constantly. Since she’s been in the role, for example, she has three key “wins” in her opinion:

    Metric improvements

    The thrill of creating a new organization

    Bringing together the organization under this new mission

    She also sees three major areas for improvement:

    Considerable amount of time is required to communicate goals and priorities; can this be streamlined?

    Constantly trying to define out the new organization

    The amount of effort at correcting immediately, early-on opinions

    As we’ve all faced, many of the challenges come from communication issues. Those are always very hard to fully tackle.

    The Pay It Forward Question

    What does Karen know now that she wishes she knew then?

    Unite the surveys

    Unite the data fields

    Unite the way data is captured and reported

    A one-company view of rich customer data is extremely powerful!

    The external customer is crucial, of course, but if you don’t focus on the internal organization, you will encounter hiccups

    Communication is absolutely crucial and essential to everything a company, and the individuals within it, are trying to do

    At the very end of the interview (if you want to scroll forward), we talk a bit more about the Dell-EMC merger too.

    From the Amazon #1 New Release in Customer RelationsChief Customer Officer 2.0Download the 5 customer leadership competenciesA proven framework to build your customer-driven growth engine.

    Additional Reading:

    6 Conditions for Considering a Chief Customer Officer

    The Customer Centricity Reality Check Audit

    3 CCO Tools to Reduce Dueling Silos

    Rate Your Customer Experience Progress: Why Customer Efforts Fail – Signs to Look For and Avoi…

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    —Huffduffed by marshallkirkpatrick

  3. Big Data, Small World: Kirk Borne at TEDxGeorgeMasonU

    Talk given at TEDxGeorgeMasonU, April 6th 2013. Read full bios and event information at www.TEDxGeorgeMasonU.com

    Dr. Kirk Borne is a Multidisciplinary Data Scientist and an Astrophysicist. He is Professor of Astrophysics and Computational Science in the George Mason University School of Physics, Astronomy, and Computational Sciences (SPACS). He received his B.S. degree in physics from LSU and his Ph.D. in astronomy from Caltech. After 20 years working in NASA, he changed course and became a data scientist in the then new field of ‘Data Mining’. His TEDx talk covers some of the basic ideas behind data mining, and how it influences us every day. If you are a Twitter user, you can follow him there as he actively tweets about Big Data, Data Science, and Astronomy under the handle @KirkDBorne.

    TEDxGeorgeMasonU Curator: Joe Renaud (@JoePRenaud). Filming: GMU TV and Adam Scott. Production Manager: Jessica Teaford (@jessicateaford). TEDxGeorgeMasonU Team: Andrew Hawkins, Kathleen Wills, AZ Zeller, Brittny Steward, and Myurajan Rubaharan. Major Sponsors: GMU Office of Student Scholarship, and GMU Office of the Provost.

    About TEDx: In the spirit of ideas worth spreading, TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks video and live speakers combine to spark deep discussion and connec…

    Original video: https://www.youtube.com/watch?v=Zr02fMBfuRA
    Downloaded by http://huffduff-video.snarfed.org/

    —Huffduffed by marshallkirkpatrick

  4. New Technologies Boosted Obama Campaign’s Efforts : NPR

    Robert Siegel speaks with Harper Reed, who was chief technology officer for the Obama reelection campaign, about the strategies they employed to mobilize volunteers and reach voters.


    —Huffduffed by marshallkirkpatrick

  5. Data Stories Episode #5 – How To Learn Data Visualization (with Andy Kirk)

    Hi Folks! We love Andy so much that we decided to keep him with us for another episode (well, actually we hope somebody will eventually pay the ransom). This time we talk about “learning visualization”, which is the perfect topic for him given his experience with his training visualization courses.

    We received many requests of people who wanted to know how to learn visualization in the past. So, here we are with a more than one hour long podcast with the three of us talking about it. We just hope you’ll find the time to listen to the entire episode. If not, the breakdown below can help you chunking it into a few sessions. Have fun!

    —Huffduffed by marshallkirkpatrick

  6. The Personal Data Revolution

    It’s possible for the average person to collect and analyze unprecedented amounts of data about themselves. What was once the province of extreme athletes and dieters has been democratized and the resulting movement is called ‘The Quantified Self.’ Brooke speaks with Gary Wolf, who coined the term, a number of self-quantifiers, and MIT professor Deb Roy about what all this personal data really tells us about ourselves.


    —Huffduffed by marshallkirkpatrick

  7. Data Journalism - On The Media

    The immense amounts of data collected by local, state and federal government agencies can be an incredibly valuable trove for enterprising journalists. It can also be a pointless slog. Texas Tribune reporter Matt Stiles and Duke University computational journalism professor Sarah Cohen explain how they find good stories in a sea of government data.

    —Huffduffed by marshallkirkpatrick

  8. Web inventor discusses importance of open data

    Sir Tim Berners-Lee is a pretty important person when it comes to the 21st century. He pretty much invented the World Wide Web, and currently leads the World Wide Web Consortium (W3C).

    He’s also a big proponent of linked data — a concept that he says differs somewhat from open data.


    —Huffduffed by marshallkirkpatrick

  9. Maponics, GeoData Provider to Twitter


    —Huffduffed by marshallkirkpatrick

  10. Episode 0.1.8 - NoSQL Smackdown!

    Nerds talk big data at SXSW 2010.

    —Huffduffed by marshallkirkpatrick

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