Service Analytics: Big Data Success Stories

When I kicked off my major research project this year on Big Data back in May, I figured I was going to end up recommending every service organization hire a data scientist and become experts on big analytic platforms. Today at Technology Services World, my Big Data research findings are being published for TSIA members, “Market Overview of Service Analytics. Creating Actionable Insight in Three Categories: Business Analytics, Customer Analytics, and Consumption Analytics.” Surprisingly  there are no recommendations for hiring data scientists, or necessarily investing in an enterprise analytics platform.

What I found in my research interviewing more than 20 partners and members about service analytics is that the application vendors, from quality monitoring to knowledge management to Professional Services Automation (PSA) are including more sophisticated analytics into their base applications (often an OEM of a ‘best in breed’ analytics product), allowing business users to create and drive some very innovative dashboards and reports, without the need of a data scientist.

My Market Overview of Service Analytics includes case studies from SYKES, Aptean, Verint Systems, Compuware, RIM, Avaya and others–9 case studies of service analytics in all. Each explains how many data sources are involved, the intent of the analytic, and how the results have enabled companies to drive business results. Most members I talk to about Big Data all have the same question: where do we start? Hopefully this report will provide a look at real-world examples of Business Analytics, Customer Analytics, and Consumption Analytics to help TSIA members get started.

Today at 4pm, I will lead a Power Hour session on the topic, “Big Data: Three Inspiring Stories of Service Analytics,” with more case study examples from Walker Information, YIDATEC, and Moxie Software. Come join us, hear what other companies are doing, and then head back to your company next week with a “get started” plan for Big Data!

TSIA members can access my full report on

Thanks for reading, and hope to see you for Power Hour today at 4pm!

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