Instrumented Interconnecteds Intelligent

Wes Hunt, Vice President, Customer Analytics at Nationwide Mutual Insurance Company

Wes Hunt, Vice President, Customer Analytics at Nationwide Mutual Insurance Company

By Wes Hunt

At my company, we have been using Big Data and analytics, as permitted by law, to transform the way we serve our customers – to provide deeply personalized services. We study customer behaviors, preferences, and relationships to get a full 360 degree view of our customers.At Nationwide, we put members first.

We’ve always promised to protect the things that are the most important to them: their assets, their peace of mind and even their dreams, no matter how simple or grand they may be. Our brand promise, “Nationwide Is On Your Side,” is built on the core belief of building and enhancing customer relationships. We are committed to knowing and caring about our members, and being easy to do business with.

Within the last 18 months, we have made significant strides to enhance our customer relationships thanks to our Big Data and analytics investments. Today, Nationwide is developing insights that are clearly articulated, meaningful and actionable to the needs of millions customers and prospects. Our strong, data-driven customer infrastructure helps enable sales improvement, retention efforts, call center efficiencies and improved claims service.

Big Data, without action, can be an extraordinarily expensive burden on an organization.  A part of why Nationwide has been so successful in leveraging Big Data is because we place an equal emphasis on enabling people within the organization to take action on analytic insights.

A new IBM study surprisingly revealed that more than half the organizations that are leading with Big Data are also struggling to overcome political or executive constraints to make the most of their investments. This was cited as a top challenge holding businesses back from delivering even greater value from analytics.

Nationwide has experienced, and overcome, this very challenge. We did this by purposefully building a culture of trust, and focusing on incrementally increasing the scope and complexity of analytic work. To instill confidence in the data – we encouraged individuals to dissect, debate and vet out different analysis of the data – so that stakeholders could define the right courses of action.

Before beginning our own Big Data journey, we had plenty of internal doubts to conquer around embracing new technologies within our organization. As with any large transformation initiative, there are challenges to create buy-in.

At the outset, we confirmed with our legal team that our approach would be in compliance with privacy & data protection laws. Protecting customer information is a top priority and this was an important initial step for the project.

Stakeholders usually expressed their reservations around Big Data in one of two ways. Through skepticism – best described as “How can I be sure that it works?” Or, through “blind trust” – best described as, “It looks complicated, so it must be right.”

To address these concerns on an ongoing basis, we focus on building trusted relationships with stakeholders. We believe that trust is established by consistently delivering meaningful and actionable business insights that enable others for success. One of our primary methods to break down trust barriers is through personal interaction, whether it is by explaining how the analysis was done, why certain recommendations are being made or even why the analysts believe the recommended actions will work. We are successful when stakeholders view the analytics team as an extension of their own.

By taking this approach, we have experienced a 20-fold growth in adoption of Big Data insights that guide customer interactions, accounting for more than 7 million analytically-guided interactions last year.

So has our big bet on Big Data paid off? You bet. But we never would have come this far if we didn’t have the right organizational structure in place. By fostering a strong and pervasive level of personal trust, across all levels within the organization, I am proud to say that Nationwide has been able to capitalize on Big Data for customer success.

Follow IBM Smarter Planet on Google+

Bookmark and Share

Previous post

Next post

October 24, 2014
7:24 am

It’s really a nice and useful piece of info. I am
satisfied that you just shared this helpful info with us.
Please stay us up to date like this. Thanks for sharing.

Posted by: Petra
October 23, 2014
9:23 pm

Hey excellent website! Does running a blog such as this
require a great deal of work? I’ve absolutely no understanding of programming however I was hoping to start my own blog in the near future.

Anyway, if you have any recommendations or techniques
for new blog owners please share. I know this is off subject nevertheless I just needed to ask.

Posted by: Table skirt
October 23, 2014
3:50 pm

I’ve been exploring for a little for any high-quality articles or blog posts on this sort of house .
Exploring in Yahoo I at last stumbled upon this site. Studying this information So i am glad to convey
that I’ve a very excellent uncanny feeling I came upon exactly what I needed.
I such a lot undoubtedly will make certain to do not omit this website and give it a glance on a
continuing basis.

Posted by: delicious
October 23, 2014
8:20 am

Thank you a lot for sharing this with all people you really recognize what you are speaking approximately!
Bookmarked. Kindly additionally consult with my web site =).
We will have a hyperlink change arrangement between us

Posted by: sunny health and fitness rowing machine review
October 23, 2014
3:15 am

The key component to a diet to lose fat is proper nutrition. When you are
just starting out this can be a task but after about 2-3
weeks your body will get use to the new changes and adopt quickly.
Your meals should consist of as many vitamins and other nutrients as possible.

Posted by: Ina
October 22, 2014
10:36 pm

Hey there, You’ve done a great job. I’ll definitely digg it and personally recommend to my friends.
I am confident they will be benefited from this web

Posted by: 0533 373 81 23
October 22, 2014
9:36 am

I get pleasure from, result in I discovered just what I
was taking a look for. You have ended my four day long hunt!
God Bless you man. Have a great day. Bye

Posted by: Blair
October 21, 2014
10:46 pm

Compact disk sander’s are actually straight-forward.
Instead of purchasing one for $200, you may build one if in case you
have a big electrical motor.

Posted by: Free Disc Sander
October 20, 2014
9:18 pm

In nearly every situation, the price of the BI strategy is going to be a significant
aspect, and additionally will limit the bing search to distinct segments
of your marketplace. Your single most critical aspect of price,
however, will be be sure you comprehend the genuine total worth of ownership (TCO) related with your possibilities an individual are considering.
In typical BI implementations, the price of the software is actually a tiny fraction related with everything you need to submit.
This might be because the vast majority of BI possibilities require expensive incorporation and also report production professional
services. The price of these asking professional services always eclipse the software program
licensing charges. Also, the required services expected
to preserve your data and also analytic applications (e.g., changing
and also extending them to satisfy the changing needs of the company users) and also create
unique appliances also must be studied right into account.
You can make the assumption that you will invariably require more among these services when compared to you anticipate.

Posted by:
October 20, 2014
6:01 am

Fastidious respond in return of this issue with
firm arguments and telling the whole thing regarding that.

Posted by: bigger cock
October 19, 2014
11:11 pm

It’s amazing tto visit this web page and reading the views of all friends regarding this paragraph,while I am also zealous off getting knowledge.

Posted by: insect spray
October 19, 2014
9:38 pm

It’s actually very difficult iin this active life to listen news on TV, so I only
uuse world wide web for that reason, and get the newest news.

Posted by: Super Dragon 6000 Delay Spray
October 17, 2014
11:05 am

I knoww this website gives quality based articcles and extra stuff, iss there any other website which giveds these stuff in quality?

Posted by: Kimber
October 16, 2014
5:34 am

This is a great tip especially to those fresh to the blogosphere.
Simple but very accurate info… Many thanks for sharing this
one. A must read post!

Posted by: launch plan
October 16, 2014
3:08 am

It was a enjoyment reading this piece of composing. I genuinely
consider their ought to be a private contact to
the subject backed up by experience. I also appreciate producing weblogss a lot and have commenced my personal not way too long
in thhe past. As an inseurance coverage broker, iit is a great way tto
hook upp with new customers! Nicely Thanks a lot for submitting this information up.

Posted by: Toronto Business Insurance
October 15, 2014
10:47 pm

My programmer iis trying to convince me to move to .net from PHP.
I have always disliked the iddea because of the costs.
Buut he’s tryiong none tthe less. I’ve been using Movable-type on a number of
websites for about a year and am nervous about switching to another platform.

I have heard excellent things about
Is thedre a wway I can transfer all my wordpress posts into
it? Any kind of help would be greatly appreciated!

Posted by: level weight loss
October 14, 2014
1:24 pm

References. It decreases your metabolic rate and diminishes your ability to do physical activities.
Author: Dr Deepa Apt.

Posted by: health ebook reviews
October 13, 2014
11:57 pm

Excellent post. I was checking constantly this blog and I’m impressed!
Very helpful info specifically the last part :
) I care for such info much. I was seeking this certain info
for a long time. Thank you and best of luck.

Posted by: lights involves
October 13, 2014
2:09 pm

Thanks for sharing your thoughts. I truly appreciate
your efforts and I am waiting for your next post thank you once again.

Posted by: essays
October 10, 2014
12:26 am

Hi! I could have swoorn I’ve been to this blog befote but after browsing through some of the post I realized it’s new
to me. Nonetheless, I’m definitely happy I found it and I’ll be bookmarking aand checking back often!

Posted by: blogging daily
October 5, 2014
8:59 pm

Good day! This is kind of off topic but I need
some advice from an established blog. Is it hard to set up your own blog?
I’m not very techincal but I can figure things out pretty quick.

I’m thinking about making my own but I’m not sure where to begin. Do
you have any points or suggestions? Appreciate it

Posted by: Berliner SEO
October 1, 2014
2:07 pm

Many people looking for information regarding spynet anti spyware community also looked online for scan my pc
for virus spyware, viewpoint software, and even super anti spyware free edition,ezula.
The other way is to install the program in the background.
In turn, there are few standalone high quality spyware protection tools.

Posted by:
September 28, 2014
2:42 pm

Howdy! I know this is kind of off topic but I was wondering which blog
platform are you using for this website? I’m getting tired of WordPress because I’ve had problems with hackers and I’m looking at options for another
platform. I would be awesome if you could point me in the direction of a good platform.

Posted by: Internal
September 28, 2014
12:10 am

Admiring the commitment you put into your blog and detailed information you provide.
It’s great to come across a blog every once in a while that isn’t the same
old rehashed information. Wonderful read! I’ve bookmarked
your site and I’m adding your RSS feeds to my Google account.

Posted by: jilbab elzatta
September 27, 2014
9:58 am

Thank you a bunch for shbaring this with alll people you actually know
what you’re talking approximately! Bookmarked.
Please additionally visit my website =). We will
have a hyperlink exchange agreement among us

Posted by: fort lauderdale pressure cleaning
September 23, 2014
12:28 am

Great delivery. Solid arguments. Keep up the
good spirit.

Posted by: photographe lyon mariage
August 28, 2014
6:20 pm

Inspiring story tɦere. What happened after?
Good luck!

Posted by: Télécharger Minecraft 152
August 22, 2014
8:28 pm

Hellօ! I just wɑnted to ask if you eveг have any
ρroblems ѡith hackers? Μy last blog (wordpress) ԝɑs hacked and Ι ended uρ losing months of hard
wߋrk due to no bɑck up. Do you have any methods tο stoρ hackers?

Posted by: Http://
August 21, 2014
1:34 pm

Today, while I was at work, my cousin stole my
iphone and tested to see if it can survive a thirty foot drop, just so she can be a youtube sensation.
My iPad is now destroyed and she has 83 views. I know this is totally off
topic but I had to share it with someone!

Posted by: petrosaudi
2 Trackbacks
August 7, 2014
1:13 pm

[…] a big priority at Nationwide – in all areas of the enterprise. Prior to becoming CDO, I was the VP of Customer Analytics, using actionable insights from data to put our members first. My team worked across the company to […]

Posted by: Why Data Needs a Leader - Technology.Info
August 7, 2014
8:00 am

[…] a big priority at Nationwide – in all areas of the enterprise. Prior to becoming CDO, I was the VP of Customer Analytics, using actionable insights from data to put our members first. My team worked across the company to […]

Posted by: Why Data Needs a Leader « A Smarter Planet Blog A Smarter Planet Blog
Post a Comment