Impact of Big Data on Customer Centric Business

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Subhendu Dey, Senior Managing Consultant / IT Architect, IBM Global Business Services

Impact of Big Data on Customer Centric Business

Subhendu Dey, Senior Managing Consultant / IT Architect, IBM Global Business Services

The business models across industries around the world are becoming Customer Centric. Recent studies show that “knowing” customers based on internal as well as external data is one of the top priorities of business leaders. On the other hand various surveys also reveal that customers do not mind to share their semi-personal data for the benefit of differentiated service. In that context, the 360 degree view of customer – which was once thought to be a business process, master data management, data integration and data warehouse / business intelligence related problem has now entered into the whole new big world of BIG data including integration with unstructured data sources. Impact of big data on Customer Master Data Management is spread across - from Integration and linkage of unstructured or semi-structured data with structured master data that is maintained within enterprise; to analyze and visualization of the same to generate useful insight about the customers. There are various patterns to handle the challenges across the steps i.e. acquire, link, manage, analyze and distribute the enhanced customer data for differentiated product or services. The discussion would be an attempt to throw some perspective to the patterns.

Key takeaways:

  • business patterns for getting enhanced customer data
  • technical patterns of enhanced customer data capture and linkage
  • data management strategy
  • data visualization approach

With more to 15 years of Industry experience, Subhendu positions himself as a senior consultant for enabling customer centric business for the clients. Having led the consulting activity for customer centric business for world’s leading banks, insurance companies, Media & Entertainment companies and automotive majors across the world; Subhendu differentiates himself by providing clients the right business strategy, architecture and technology roadmap towards successful ROI.

Backed by a strong IT architecture background in the areas of master data management, business process re-engineering, enterprise integration and big data analytics Subhendu adds value in the consultative sales process by demonstrating technical guidance to clients around the globe.

At present Subhendu is a Senior Managing Consultant / IT Architect in IBM Global Business Services, working for Business Analytics & Strategy technology domain. Prior to joining IBM Subhendu had worked for Infosys Technologies Ltd where he joined after completing his bachelor degree in Mechanical Engineering from Jadavpur University, Kolkata.



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