CIO Straight Talk - Issue 10 - 47

Steve Lee

Chief Information Officer &
Group SVP (Technology)
Changi Airport Group
(Singapore)

Big data gives us an opportunity to understand
our customers in a lot more detail than we were
able to in the past. For example, we have an instant
feedback system [touchscreen devices at locations
throughout the airport-public restrooms, check-in
desks, information counters-where customers can
rate their levels of satisfaction immediately after using
a service]. Can you guess how many instances of
feedback we get every month? Two million! We don't
only know when our customers are not happy. We
know why they are not happy. We know which place in
the airport they are not happy [enabling an immediate
response from airport staff to correct a problem].
That is part of the beauty of big data: suddenly,
Vice President & Chief
with all of this data, you can get greater
Information Officer
fidelity and accuracy in your understanding
oncor Electric Delivery
of customers, which allows you to improve
your service.
A great deal of our investment in IT has been around data.
Our digital meter-reading system reads a user's meter
every 15 minutes, as opposed to once a month, and you
can imagine the data explosion that generates. We have
other sensors on our grid that make the grid smarter and
that produce data at a very rapid pace. Data allows us to
give better information to customers about the status of
the delivery of their service. And it helps us to do a better
job of managing that service, by helping us to understand
the health of the distribution and transmission grid. It
AVP - Digital Transformation
allows us to be more responsive and even predictive in
Emirates islamic Bank
how we maintain that grid, with the goal of reducing the
number of outages as well as their duration.

Joel
Austin

Bharath
Kumar
Jayaraman

In the next 3-4 years, data will be considered the
biggest asset in every industry, including banks.
Currently, you see banks are getting disrupted by all
the FinTech's coming into play. The only thing banks
will have over the FinTech's is the data they have
collected over the years. That is the most important
asset they can leverage over the FinTech's. In our
bank we have a separate analytics team to do all the
analysis on the customer behavior, predictive analysis
on existing customers. They also buy data to see the
patterns of customer behavior outside the bank.

47
CIO Straight Talk - Issue 10

Table of Contents for the Digital Edition of CIO Straight Talk - Issue 10
