The document discusses how social intelligence and analytics can help companies shape customer relationships and drive ROI. It provides an overview of Mzinga, a company that offers social software, services, and analytics. Mzinga's solution analyzes social interactions and behaviors on their platform to derive intelligence about customers, which can then be used to monitor experience, engage customers, and measure the impact on business results. Specific use cases discussed include using analytics to enable customer growth and optimization opportunities.

1. Using Social Intelligence to Help Shape Customer Relationships & Drive ROI Navdeep Alam, Director of Data Architecture Mzinga @yoshinav [email_address]

2. Today’s Agenda. Topic Mzinga – What do we do? What Powers Social Analytics & Intelligence Solution Sample Use Case & Scenario for Analytics to Drive Enhanced Experiences and ROI Q&A

4. Trusted by the World’s Leading Brands… Mzinga customer ecosystem

6. Solution Model Highlights Network & Communicate Content & Media Share & Collaborate Develop & Grow Grow your prospect network and target market base by connecting & engaging with buyers Monitor & respond to buyer perception of your brand via social media listening & moderation Enable access to the broadest range of formal & user-generated content to put key info at customer fingertips Co-create, collect feedback and collaborate with customers to gain more insight into their needs Enable solutions & opportunities for customer growth & optimization Ideation Polls/Surveys Live meetings File share Certifications Commerce Event mgmt To dos/tasks Friending Badging Feeds Profiles Video Courses Q&A forums Discussions Analyze key metrics and trends to inform future strategies; Leverage scorecards to measure customer experience community health Monitor Measure Integrate & Bridge

7. What is Social Intelligence & ROI? Content, behaviors, activities & interactions Business results

9. Intelligence Continuum Baker’s depiction of the Knowledge Continuum, 2007 Data Information Knowledge Wisdom Use knowledge to establish and achieve goals/ROI Analyze & synthesize derived information Give meaning to obtained data Obtain the raw facts

11. Mzinga Application Architecture Partitioned by date across all virtual machines Aster Loader Social listening Social media NLP SM (API or APP) Virtual Machines Microstrategy Cluster Virtual Machines Aster Worker Cluster Virtual Machines Aster Queen Cluster

13. How Big Data Helps Drive Social Intelligence 1 2 3 4

14. Use Cases and Scenarios

16. Incentive/ reward for survey participation Leading Hi-Tech Company Blog Hi-Tech Customer Experience Community Me Colleague (Blogger) Network of Software Users

17. Questions?