Formal Learning

Week 3 Discussion

Discussion 1 – Business Case Analysis for CEM

Based on your reading of Chapters 6, 7, & 8 of the text including the “Unit Two Opening Case” entitled It Takes a Village to write an Encyclopedia, using Business Case Analysis concepts explain how Wikipedia can deploy Cloud-based CEM systems to gain business intelligence of its customer ecosystem. Be sure to incorporate your personal experience and any learning regarding the Customer Experience Management lifecycle.

The unit two opening case “Informing Information” highlights how visual images can be used to create a competitive advantage. In order to create the perfect image for the perfect spot a business must use all the tools available to them. A business using a cloud based customer experience management system can leverage the information it collects help make better decisions. Analytical information can be used to examine trends or view statistical information (Baltzan 2015).  The information collected can then be used in real time by managers or even computers. I see analytical information being used in real time decision making by computers every time I shop. Every time I view an item, the website will provide me with additional images of items that pair up with what I’m viewing. I always get sucked in to viewing more items that I originally attended to view. Companies using this technology are using historical data that they have collected along with the real-time data that is being gathered as you search then outputting information to enhance the customer shopping experience.

Baltzan, P. (2015). Business driven technology. New York, NY: McGraw-Hill Education.

Discussion 2 – Predictive Analytics Data Integration

Based on your reading of Chapters 6, 7, & 8 of the text including the “Unit Two Opening Case” entitled It Takes a Village to write an Encyclopedia, using Big Data concepts explain how Wikipedia can use data warehousing to facilitate data integration for Predictive Analytics initiatives.

The idea of big date is constantly evolving and as new technology is introduced. Companies that implement the new technology fast can gain a competitive advantage. In order for big data to be used to the full potential the data must be able to be stored and have good database management system to pull information from. Once a business has a good DBMS it can then start to use past and current data to start making Predictive Analytics (Baltzan 2014). In the case of Wikipedia has done a good job of linking similar content together making it easier for the user to move from one subject to the next by just clicking links. At my current job we use Oracle to process all our information. Oracle has created a separate module called OBIEE. OBIEE is an analytic platform with interactive dashboards that pulls data from oracle. The users can run all types of reports and customize them to their need. I use this almost every day to ensure I have the newest data available to me to help make better decisions. Below is a link to get a better idea of what OBIEE is.

Baltzan, P. (2015). Business driven technology. New York, NY: McGraw-Hill Education.

http://www.oracle.com/us/bi-enterprise-edition-plus-ds-078848.pd

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