Simple steps to getting started with Splunk for Customer Experience

In the previous post, I shared an amazing use of Splunk at Comcast for improving user experience. You can also access a replay of the webinar: “How Comcast Improves Mobile App and Video Experience with Splunk.”

In this post, I will share with you some tips, tricks on how you could get started with using Splunk for Customer Experience.

Screen Shot 2015-04-27 at 12.33.02 PMMany of you are already using Splunk for WebOps, Application Delivery or IT Operations by indexing weblogs – apache or IIS. Analysis of this data helps ensure website, mobile app or application uptime and performance. However, these data sources contain critical information that goes beyond the operational use. They contain customer ID, product information, platform, device, and transaction …

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SAIC & Splunk as a Security Intelligence Platform

splunk_LogoSplunk is one of the fastest growing companies in the hi-tech industry for a reason. We constantly push the boundaries on how we, and others, think about complex problems. One area that we’ve been successfully driving for a few years now is Security Intelligence. We learned early on, through the eyes of our customers, that the traditional approach to security had severe limitations. It was pure disruption and innovation to invert the thinking in this area and use the native Splunk platform to identify and ingest massive quantities and sources of unstructured and semi-structured data. This has enabled Splunk customers to index machine-generated data and query it with schema-on-the-fly, powering visualizations, dashboards, alerts and proactive remediation. This is what has …

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Splunk at Comcast: Capturing Actionable Insights to Improve User Experience

Last week, I had the privilege of hosting a well-attended webinar with Jonathan Luste from Comcast titled “How Comcast Improves Mobile App and Video Experience with Splunk“. Jonathan shared how Splunk has provided real-time visibility to customer behaviors/preferences as well as providing him the ability to dive deep into operational issues around the performance of content delivery via mobile and internet .

Comcast has number of digital properties – XFINITYTV.com, XFINITY TV & TV Go Apps, XFINITY TV Remote Apps, XFINITY Home App that are accessed via web and mobile. Like many organizations, providing a good customer experience for video delivery and mobile apps is top of mind for Comcast.

XfinityGrid

Traditional digital analytics tools are focused on marketing, …

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SplunkLive! DC: What Did You Miss?

SplunkLiveDCLast week more than 750 Splunk experts and newbies alike came together for SplunkLive! in Washington DC. They heard firsthand from our customers and participated in sessions that explored ways to use Splunk software to mitigate cyber risks, prevent fraud, improve performance and reduce costs. At the event there were breakout sessions highlighting different technology offerings, including a cyber-attack simulation. There were also a number of Splunk customers that shared their experiences such as Bob Nicholson, director of the Office of Information Security at the Social Security Administration (SSA), who talked about how Splunk is helping to support SSA operations and security. Gary Mikula from the Financial Industry Regulatory Authority (FINRA) also presented on the benefits his organization has seen …

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International Cloud Cover. Splunk Cloud now available in EMEA & APAC.

AWSCloudToday I’m at the AWS Summit London and I’m delighted to announce the international availability of Splunk Cloud. We’ve just had Werner Vogels, CTO of AWS, announce that Splunk is “all in” with AWS and that Splunk Cloud is now available in all of Amazon’s international availability zones.

 

Splunk Cloud is GA internationally and this follows on from Splunk’s CEO, Godfrey Sullivan, being one of the keynote speakers at the AWS re:Invent event late last year:

Splunk and AWS have been working closely together for quite a while now. It started with organisations (such as Adobe, Autodesk, Coca-Cola, Intuit and FINRA) moving their workloads to the cloud, followed by enterprise customers using our hourly pricing of Hunk on EMR

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Customer experience improves business performance. Are you making the most of your machine data? Part II

In part 1, we discussed some of the findings of the recent UK Institute of Customer Service report on Customer Satisfaction Index and highlighted some customers using Splunk and machine data to improve customer experience. There’s a great video from my colleague Rahul that gives you a good summary:

We often find that companies start using their machine data in Splunk to spot issues and get alerted to possible incidents. Very quickly the people who are looking at the data and what they thought was a system of record realise that the same data in Splunk can be used as a system of engagement. Consider the screenshot from a demonstration of Operational Intelligence (click to enlarge):

OIDash
In this case …

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Customer experience improves business performance. Are you making the most of your machine data? Part I

CExp_DataA couple of months ago, the UK Institute of Customer Service in the UK published its Customer Satisfaction Index for the previous six months. The overall rating for the UK Customer Satisfaction Index has dropped for the last two years. In the last six months, the only sectors that have gone up in the UKCSI are Banks/Building Societies and Utility companies.

 

The three biggest areas and UKCSI metrics where the score has fallen are:

CExp1

 

CExp2With the continued growth of e-commerce, mobile devices and social media, lots of customers are having lots of experiences across lots of channels. Some of the experience is good and some of it is bad. From the UKSCI, it seems like the customer …

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Splunk Enterprise Helps Lockheed Martin Further Embrace “The Need for Speed”

Top Gun was ahead of its time in so many ways. The leather jackets, aviator shades and 80s music we can’t get out of our heads. Maverick and Goose were definitely right about one thing – when it comes to fighter jets, there is a need … the need for speed.

Thirty years later, Splunk is helping Lockheed Martin embrace its need for speed. That is – the need for consolidated, real-time analysis to support Lockheed’s F-35 Lightning II Program, which includes aircraft built for the Navy, Air Force, Army and Marines.

Today, we are pleased to announce a contract award with Lockheed Martin to support the F-35 Lightning II Program. Lockheed Martin is using Splunk Enterprise’s monitoring …

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The Fan Experience Comes Down to Data

A scenario for a football fan’s version of a “terrible, horrible, no good, bad day:” It starts with your stomach grumbling with hunger at that football game you’ve been waiting for weeks to attend. You run down to concessions, only to wait in a long line and when you finally reach the counter, you find that they’re out of that hot dog you had your heart set on. Not only are you hotdog-less, but you inevitably missed that great hit or a touchdown. Now with an empty stomach, you look forward to getting home and watching the other games you recorded on your DVR—until you find that something went wrong and they’re not there.

We all know that in today’s …

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Splunk, AWS and Autodesk

aws-webcast-splunk-and-autodesk-1-638This past November, I had the privilege to attend AWS re:Invent, the largest gathering of the global Amazon Web Services community – attracting existing cloud customers, vendors and curious prospects. Also a privilege for me was seeing and hearing Splunk CEO, Godfrey Sullivan, present his keynote at the event. Godfrey is a natural storyteller and business evangelist, and I’m always so inspired and energized after I hear him speak.

His presentation at AWS re:Invent was no exception. On the main stage, Godfrey was both on-point and passionate about the partnership between Splunk and AWS. He made it clear that through the AWS ecosystem, customers receive the services and support necessary to improve business agility, increase application performance and security, …

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