Lingaro
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Improving Analytical Platforms to Empower Employees & Better Serve Customers Analytics and Data Director @Lingaro Carlos Navarro
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Transcript of Lingaro
Improving Analytical Platforms
to Empower Employees &
Better Serve Customers
Analytics and Data Director @Lingaro
Carlos Navarro
Data represents the key to unlocking new
customer behaviors and preferences
Big data will always remain big until you can
analyze and present it in meaningful and
actionable ways
Empowering employees requires generating and
distributing actionable insights
Turn Data into information and knowledge
(Insights)
Analytics
Actionable AnalyticsTurn Data into information and knowledge
(Insights) that drives business Decisions
and Actions
Analytics
The “What” is clear
The question is the “How”
Many people do not know what to do with
analytics tools
Even if they can read and understand them, they
often struggle to translate the data into actions
and decisions
Empowering People with Analytics
EASE OF USE
Intuitive
Simple
Fast
ACTIONABLE
INSIGHTS
# Actionable
Insights
Empowering People with Analytics
Ac
tio
na
ble
In
sig
hts
Ease of Use
Raw Data
Tables
Reports
Dashboards
Visual Insights
Visual Analytics
Turning data into Insights in an interactive,
graphical manner
The Lost Customer Insights
Customer Satisfaction Data
Quarterly Data
Service Partner
Customer Score & Comments
Customer Contact
Service PartnerLast Quarter
Performance Indications Time PeriodGroup/Person
Company
Total Responses
Customer Satisfaction Insights
Satisfaction Scores
Customer Satisfaction Insights
How satisfied are our
customers with our
departments and teams?
How many people who are invited
to the survey are actually
answering?
Can we get more answers?
What are the positive
and negative trends
Are we improving our
customer satisfaction?
What are the satisfaction mixes per company,
department, team and
service partners?
Customer Contact
Service PartnerLast Quarter
Performance Indications Time PeriodGroup/Person
Company
Total Responses
Customer Satisfaction Insights
Satisfaction Scores
Comments
Customer Contact
Service Partner
Last Quarter
Team
Department
Performance Indications Time PeriodGroup/Person
Company
Coverage (%)
Total Responses
Underperforming (%)
Performing (%)
Over performing (%)
Last Year
Last 2 Years
Customer Satisfaction Insights
Satisfaction Scores
Comments
Q&A
For any questions regarding this presentation please contact:
Carlos Navarro
