The Analytics Show



09 Aug: E21 – Max Ball – Data in Contact Center, the Gold Mine that Is Yet to Be Discovered

Max Ball

Contact centre is the absolute front line of any organisation that serves its customers. 

Whilst we have seen the tech companies are making the technology to facilitate the works easier at your call centre, many may also have been ignoring the data sitting in this space. No doubt that Customer Lifetime Values or P&L are important, but they are lagging indicators. Before the dissatisfied customers contribute to the lower P&L and CLTV, 

wouldn’t it be better to look at the leading indicators within the data in the call centres so that you could immediately attend to the dissatisfactions your customers have?

Max Ball, Director – Product Marketing at RingCentral, is here with all the answers.

RingCentral, Inc. (NYSE: RNG) is a global provider of unified communications and cloud collaboration solutions for businesses of all sizes across industry verticals. The company has a revenue of $903 million USD (2019) with around 5,000+ employees. Max is responsible for positioning all contact centre and customer experience offerings from RingCentral.

Before joining RingCentral, Max looked after the messaging and outbound strategy for 8×8 Inc.’s contact centre product line, a $40M annual business growing at 30% per year. 

He also spent significant time at a number of great companies including Genesys Telecommunications, Edify Corporation, and IBM. At Genesys Telecommunications, he led the content and roadmap for a $100M business. 

Apart from working on these high-end technologies, he spreads in passion and knowledge for marketing and technology frequently though blogging, presentations, and speaking events worldwide. 

In this episode, Max will share with us a lot about the data and analytics used in the contact centres or the call centres. Not only the operational reporting that is being done at the contact centres. But rather we’ll go into a detailed discussion about how the data and analytics could be utilized to improve the customer journey and the experience when the customer calls to your call centre. 

Beyond that, Max will share with us some of the changes you can make and also how you can improve the call centre using various applications that are out there.

And of course, we will also talk a little about the role the messaging apps could be playing in the contact or call centres. Max will share with us a few use cases that he has seen being deployed in the United States. 

The key takeaway from this episode is perhaps the push for changing the mindset about the call centre. Instead of looking at it as solely a call centre, we should utilise it as it truly is – a data gold mine. At contact centres, you can find a lot of information about your customer, where they actually share that information themselves. The trick obviously is how do you mine and extract this information to make something useful that you can use to improve the customer journey and experience.

A few other areas discussed include:

  • How to go beyond just operational reporting and do much more with the call centre data.
  • How the pioneers get the most out of contact centre data.
  • What are the enablers that you can use for getting the most out of your contact centre data
  • The visionaries who keep doing data analytics will be at the advantage as they will know stuff that others won’t
  • Why disparate systems and silos is a major problem for getting the full picture of the customer journey
  • Use of speech recognition, NLP, sentiment analysis, and call analytics.  
  • Dangers of using emerging tech, i.e. bots and AI, and how to avoid the dangers
  • The model for the perfect bot – human integration at the contact centres. 

This surely is a greatly beneficial episode for all those looking to improve their customer experience. Don’t miss out!

More links about the guest

LinkedIn Profile URL

Organisation:

Interviews:

Articles:

Webcast:



02 Aug: E20 – Adam Mendler – Building a Data-Driven Organizational Culture

Adam Mendler

Are you passionate about entrepreneurship and building businesses fueled by the power of technology? 

Give an ear to mesmerizing business leader, podcast host, and author Adam Mendler. 

Adam is the CEO and Co-Founder of The Veloz Group. The Veloz Group manages a portfolio of wholly-owned and operated ventures, including Custom Tobacco and Beverly Hills Chairs, across varied industries. Adam provides strategic guidance and oversight to all the businesses built and operated by the group.

His years of experience in building and growing businesses have enabled him to uncover the secrets of success in life, which he imparts to others selflessly as a successful professional development and life coach. 

He is also an experienced interviewer and podcast host. He launched the Lessons in Leadership interview series with Thrive Global and has interviewed more than 300 leaders and famous personalities from every walks of life.

Recently he has started his very own podcast, Thirty Minute Mentors, where he is hosting America’s most accomplished people, including billionaire Inventor Dr. Gary Michelson, NBA Legend Rick Barry, and two-Time Emmy Award Winner Christina Cindrich, to share their success stories and formulas. 

His drive for sharing knowledge is not only limited to interviews and speaking events. He also frequently writes on leadership, business, and entrepreneurship on Forbes, Inc. Magazine, and HuffPost. 

Apart from that he is also actively engaged in volunteering works to help aspiring students on the path to entrepreneurship and business growth.

Academically too, Adam was a brilliant student being Phi Beta Kappa graduate from the University of Southern California, earning a B.S. in Business Administration and a B.A. in Political Science. He also earned an M.B.A. from the UCLA Anderson School of Management, where he received the UCLA Anderson Fellowship Award. 

In this episode, Adam shares a lot about leadership and culture building. All the lessons from his own experience as well as from the business leaders he interviewed in the United States.

The one key thing that you can take away from this interview is about treating people right and making sure you have the right people surrounding you as part of your journey in building a successful organization. 

A few other important topics of discussion were:

  • Core principles of effective leadership that apply across verticals to all the sectors and careers.
  • Applying those principles to build a data-driven culture.
  • Why and how leadership is all about your people, as it is a people’s business.
  • What matters most and why while building a culture.
  • Importance of having an appreciation for data at the basis of your business.
  • Things businesses should be aware of before jumping into the AI bandwagon.

Listen to it now to find out the principles of leadership and culture!  

More links about the guest

LinkedIn Profile URL:

What is one book that he would gift to his younger self:

Website:

Organisation:

Article: 

In the News: 

Podcast:

Lessons in Leadership:



23 Jul: E19 – Robert Bromage – Aligning People Strategy with Business Strategy Through Analytics

Robert Bromage

You are about to get all of your questions answered regarding how to improve your human capital using data and analytics. 

It is through the discipline called people analytics or HR analytics and we have none other than the founder and CEO of intelliHR, Rob Bromage, with us to answer those pressing questions. 

intelliHR is an Australian HR technology business founded in 2014, providing a next-generation cloud-based people management platform to businesses worldwide. The company has advanced big data analytics capabilities at its core to enhance and improve the HR functionalities. In 2018, the company got listed on the Australian Securities Exchange (ASX). 

Before establishing intelliHR, Rob founded another company, APRG, a human capital management and consulting organisation. APRG also continues to provide talent management and workforce solutions. 

Rob believes that the traditional HR roles and functions are not enough to drive a company transformation to a truly customer-centric high-performing business. The HR itself needs to think by putting itself in the shoes of the customer and then develop and enhance the workforce accordingly. This is exactly where data comes into play, as the use of data analytical tools is essential for effective people management. 

This pragmatic and people-centric approach to HR analytics is what makes Rob and intelliHR so successful in designing highly-effective solutions and strategies for staff performance enhancements and better business outcomes. 

In this episode, Rob and Jason discuss HR analytics, people performance, and how IntelliHR solutions are getting the work done in terms of enhanced business outcomes.

The essence of this episode is really on how to use the technology as a framework to guide the continuous conversation with your team and employees, as well as building the right culture.

Once you have done that and are capturing the right data, you could then start looking at the sentiment analysis to understand the people’s happiness within the organization.

Once you figure out all these aspects, you will then be able to know how to improve the people’s performance using analytics. The end result of that is business performance improvement.

The topics covered also include but not limited to:

  • How continuous feedback cycle and data monitoring is the key to improved performance.
  • Why facilitation of meaningful conversation and improving the connection between the leaders and the team members are important.
  • Pitfalls of the annual rating systems and how to overcome the shortcomings.
  • Going beyond quantitative data and using qualitative data analytics for predictive sentiment analysis and keyword analysis using natural language processing. 
  • Intelligence augmentation for better decisions.
  • Sentiment analysis keeping privacy intact and capturing key information in the flow of work
  • Using software, tools, analytics for fostering a culture of trust, inclusion, and purpose. 

The focus should ultimately be on looking after your people and they will automatically look after your customers. 

How would you use people analytics and HR to optimise your team’s performance? Listen to the episode and please share your thoughts with us! 

More links about the guest

LinkedIn Profile URL:

What is one book that he would gift to his younger self:

  • Understanding Michael Porter: The Essential Guide to Competition and Strategy

https://www.amazon.com.au/Understanding-Michael-Porter-Essential-Competition/dp/1422160599

  • Outliers: The Story of Success

https://www.amazon.com.au/Outliers-Story-Success-Malcolm-Gladwell/dp/0316017930

Organisations:

Articles: 

Interviews:

In the News:



16 Jul: E18 – Michael Patron – How to Build World-Class Teams with People Analytics

Michael Patron

Your business is as good as the people running it behind the scenes. And, what makes the people of an organisation perform at their fullest? What motivates them the best to come to work every day with joy and passion?

We will seek all these answers from a seasoned and expert HR professional Michael Patron. 

Michael is the General Manager of Reward and Performance at Tabcorp, a world-class diversified gambling entertainment group with more than 5,000 employees.

At Tabcorp, Michael leads the reward and performance function and is responsible for establishing and running remuneration and performance frameworks and processes which attract, motivate and retain talent and incentivises them to achieve strong personal and business performance outcomes. During his tenure, he has led the people integration project associated with one of the largest mergers in Australian history.

Michael has been working in the field of HR management and operations for over 20 years now with extensive expertise in Human Resource strategy development,  creating and implementing remuneration frameworks, incentive programs and governance processes, organisation structuring, workforce transitioning and planning, superannuation management, Human Resource and remuneration legal compliance, commercial performance management frameworks and people analytics frameworks and processes. 

Before joining Tabcorp, Michael has served multiple large companies, including Coles Group, Treasury Wine states, and Deloitte Australia. 

Academically, Michael has a Bachelor of Science degree in Psychology with distinctions for computational mathematics, statistics, neuropsychology, research design, and analysis. This deeper understanding of psychology enables him to excel at people analytics and HR management. 

If you are a business leader or managing a team of people or playing HR functions in your organization, take this episode as a short, simple, and condensed crash course on people analytics.

Michael discusses all the possible angles of utilising the powerful tools of people analytics. Here are a few of the topics covered:

  • Tips for professional networking. Hint: Just put yourself out there!
  • Running and managing client-facing distributed teams with the help of data.
  • Finding opportunities for redeployment or cross-killing in difficult times like Covid-19. 
  • Initiatives to put in place for coping with the Covid imposed changes.
  • Why people leaders are increasingly relying on data analytics for insights and decisioning.
  • The impact of self-service analytics and the Criteria for choosing an analytics vendor.
  • 30% of time-saving for managers or people leaders in accessing info and making people decisions.
  • Key metrics to look out for while setting up people analytics strategy. 
  • How to use regression analysis, predictive analytics, and insights.
  • Proper philosophy behind recruitment.
  • How to integrate everyday values with culture and use analytics to make it consistent.
  • Final actionable steps to implement people analytics in your organization.  

Don’t miss out on these exclusive tips and insights into people analytics from Michael! 

More links about the guest

LinkedIn Profile URL:

What is one book that he would gift to his younger self:

  • Blink: The Power of Thinking Without Thinking by Malcolm Gladwell

https://www.goodreads.com/book/show/40102.Blink

Organisations:

People Analytics Vendor 

Useful Links:



09 Jul: E17 – Michael Heller – Building an AI Company with Cognitive Enterprise Transformation

Michael Heller

Brace yourselves! We are going to take a deep dive into the world of data science and AI in this episode with CDAO & Chief Data Scientist of IBM’s Westpac Integrated Account Michael Heller. 

Michael is a visionary data scientist with more than 14 years of experience in the field of data science, beginning with quantitative finance and eventually finding his way to cognitive computing. 

As the cognitive and data leader for IBM’s Westpac relationship, he is responsible for technical leadership of all things data and AI across his client’s global footprint, including big data and advanced analytics, intelligent automation, and cognitive enterprise transformation.

Before stepping into the role of CDAO & Chief Data Scientist, he performed some other very important roles at IBM, such as Sr. Managing Data Scientist & Applied AI Engineer and Technical Program Architect & Cognitive Analytics Lead for IBM’s internal GDPR program. 

Prior to joining IBM, he served as the Head of Data Science Innovation & Research at PNC, an American bank holding company and financial services corporation.

His visionary entrepreneurial zeal was also visible quite early in his career when he founded two back to back enterprises — The Little Brother Project and the Coin Market Group, LLC. 

Little Brother was a big data and machine learning project heavily geared toward Natural Language Processing (NLP), econometric forecasting, and demographic analysis. Coin Market Group (CMG) was, on the other hand, focused on cryptographic and digital currency space. CMG has developed quite a few innovations in the field of cryptocurrency. 

Academically, he has a Bachelor of Science degree in finance, international business, and physics from New York University. 

In this episode, Michael and Jason traverse both the practical and philosophical worlds revolving around all things data science. 

Michael reveals to us his visions into the future of AI and the very real possibilities of developing something of the likes of Data from Star Trek or J.A.R.V.I.S. of Iron Man. 

He believes that there are no real limits to the capabilities that solutions like IBM Watson can acquire. As long as humans keep aspiring for solving problems, the AI also will keep improving and solve newer problems. 

On the business front too, we get tons of new knowledge from Michael. He explains in very clear terms and with real-life examples about the practicality of cognitive enterprise transformation and how it is different from the more prevalent digital enterprise transformation. 

Hint: It’s about making your digital transformation data-driven.

Michael says that if we’re going to get to that cognitive enterprise, we have to rethink the way we do things. We have to embed AI in the way that we do things and that involves the workflow decisions and the automation of the end-to-end process.

On the other hand, from the talks on his career progression and life as an entrepreneur, we get some real pearls of wisdom for struggling entrepreneurs and what it really takes to do data science effectively in the world of business. And, why a vast majority of businesses are not doing it the right way!

You must not miss this one. Hit play right now! 

More links about the guest

LinkedIn Profile URL:

What is one book that he would gift to his younger self:

  • Designing Data-Intensive Applications by Martin Kleppmann

https://www.amazon.com.au/Designing-Data-Intensive-Applications-Reliable-Maintainable/dp/1449373321

Company Profile:

Organisations:



02 Jul: E16 – Danny Leong – Revolutionising How Money Flows in the ASEAN Region

Danny Leong

If you want to gain a deeper understanding and an insider view of the world of financial technology, the CEO of GHL Group of Companies, Danny Leong, is someone you must listen to.

With over 20 years of experience in large-scale IT-Architecture design and implementation as well as business transformation programmes for large multinational and local companies, Danny is one of the major forces behind GHL becoming the leading payment service provider and one of the top merchant acquirers in the ASEAN region. 

GHL is listed on the Main Board of Kuala Lumpur Stock Exchange with an annual revenue of RM 350 million. The company equips businesses of all sizes with end-to-end payment services and leads the cashless revolution in the ASEAN region. With over 1,000 employees spread across seven countries including Australia, GHL processes over RM1 billion in transaction value per month. 

In his six-year career span in GHL group, he was Chief Executive Officer – Malaysia and Group Head – Strategic Planning before becoming the Group Chief Executive Officer. Through these positions, Danny has experienced the industry back and forth from the technology infrastructure to marketing and branding viewpoints. 

Before joining GHL, Danny was the CEO of e-Pay, the pioneer electronic payment service provider in Malaysia. At e-Pay, Danny transformed the company from solely a technology-centric company to a sales and marketing focused company with full payment service providing capabilities and took the company to the next level through innovation, cultural reenvisioning, and industry best practices.

In this episode, Danny and Jason cover a lot of grounds concerning business development using data and analytics as well as the new and emerging happenings in the world of fintech and eCommerce.

How GHL is enabling merchants of the ASEAN region to access cashless payments in the easiest way possible. And in doing so, GHL has already become the largest non-bank payment acquirer with 370 thousand acceptance points over 100 payment schemes and channels across the region.

In light of the rise of cashless and contactless payment systems, why it is essential for businesses of all sizes to have a digital presence with or without the pandemic situation that we are witnessing. There is also a lot we can learn from how GHL took the initiative to educate the merchants of all tiers to accept this essential technology.

Moreover, Danny also sheds light on the future of payment dynamics in the different regions of the world and how they are using data and business analytics to innovate new services provided to the merchants as well as help merchants to grow their business.

About creating a data-driven culture, we learn why building a data-driven organizational culture must start from the top and how Danny handles the challenges of becoming a data-driven multinational organization.

Hit the play button to learn all these and much more!  

More links about the guest

LinkedIn Profile URL: 

What is one book that you would gift to your younger self and why this book?

  • Disrupt by Luke Williams

https://www.amazon.com/Disrupt-Think-Unthinkable-Transformation-Business-ebook/dp/B004JXXKZG

His Organisations:

In the News: 



16 Jun: E15 – Pedro Uria-Recio – Transforming Markets and Revenue Streams with Data

Pedro Uria-Recio

It often makes us wonder how much data and analytics can do for our world. We feel baffled by seeing so many new uses of data science pop up every now and then. To make sense out of this enormous progress of data analytics applications and to map out the future of the discipline, we have a thought leader in the data science and AI space, Pedro Uria-Recio, among us.

Pedro is an executive marketing professional with over 15 years of global experience in data-driven marketing, digital businesses, analytics, and AI. Pedro is well-balanced between forward-looking marketing strategy and hands-on digital transformation.

Pedro is currently the Group Head of Analytics at Axiata Group Berhad and is looking after data analytics operations and quantitative marketing for the telecom and digital giant operating in 10 countries with 320 million subscribers. He manages a team of 50 marketing specialists, data professionals and developers. Prior to this, Pedro was leading marketing transformation in the company.

With a track record of bridging the gap between business objectives and technology, his operations at Axiata are multifaceted and diverse. Over the course of his five-year tenure there, he has implemented quite a few technological marvels at the intersection of marketing and analytics through digital growth hacking, revenue management, and has explored new revenue streams with the use of data.

Before joining Axiata, Pedro helped numerous businesses across Fin-Tech, Banking, tech, and telecom verticals improve their business operations as an Engagement Manager at McKinsey & Company.

Pedro is a highly sought-after speaker in the space and is frequently featured as the keynote speaker at major conferences around the globe. He also writes intriguing and thought-provoking articles on marketing, machine learning, and artificial intelligence. Additionally, he is the winner of the 2019’ Cloudera Data Impact Award in the industry transformation, category, which was granted in New York last year.

Academically, Pedro has a Bachelor of Engineering in Engineering and an MBA in Finance and Entrepreneurship from the University of Chicago Booth School of Business.

In this episode, he shares with us his experience about Transforming Markets and Revenue Streams with The Power of Data.

You are sure to learn a lot of new things about business and marketing and gain deeper insights into using data and analytics.

Pedro shares all about how he has been operating such a huge multinational team at the Axiata Analytics Center and explains what has worked for him in building the centre of excellence across the distributed teams.

The approach he advocates is that of the hub and spoke methodology that implements centralised learning and a distributed execution. He explains this with a wonderful analogy of self-driving cars, where learning experiences of all the cars are shared from a central data centre to all others, but momentary situational decisioning is still up to the individual cars at the moment of driving on the streets.

He also delves deep into the strategies for creating new revenue streams for your business using data and analytics. Why it is important to look at the product through a different lens of marketing perspective and how you can develop such a perspective. Think about the use cases of your data outside your industry.

In explaining this process of creating new revenue streams, Pedro also provides a real-life example of how credit scoring as a service has been a great source of new revenue for the telcos and how he and his team have pulled this off.

In all the excitement, however, we should not forget about the importance of fostering a data-driven culture in our organisations and Pedro has to offer quite a few solid tips on this front too.

One of the novel approaches that he talks about is the automation and intelligence first approach or the AI-first approach, which resembles the on-going mobile-first approach, along with having data champions, data enablers, single and centralized source of truth or database, broad access with access control, and training and hackathons.

In terms of subject areas concerned, this episode really touches a lot of other bases too, including:

  • Use of data in offline marketing campaigns and contextual or personalized digital marketing.
  • Reinforcement learning models to minimize price leakage through optimizing prices for each one of your customers.
  • The use cases of internal and external data and the power of external data for business growth and transformation.
  • Future of work and how AI is going to affect the three kinds of works — repetitive, quantitative, and creative — differently. 
  • Creating a regulation (GDPR & PDPA) compliant service that is using your data for a use case in another industry.

And the list goes on! 

More links about the guest

LinkedIn Profile URL:

What is one book that you would gift to your younger self and why this book?

  • Quit Like a Millionaire: No Gimmicks, Luck, Or Trust Fund Required by Bryce Leung and Kristy Shen. 

https://www.goodreads.com/en/book/show/43345855-quit-like-a-millionaire

  • The Lean Startup by Eric Ries 

https://www.goodreads.com/book/show/10127019-the-lean-startup

Organisations: 

Articles:

In the News:

Videos:



31 May: E14 – Tom Verhelst – On Using Place-Based Data Analytics for Solving Regional Problems

Tom Verhelst

Tom Verhelst has made his presence felt across the humanitarian use of data science and technological innovations from improving healthcare to solving community problems.  

He is the Program Director of the Regional Innovation Data Lab (RIDL) at Griffith University. 

RIDL is a unique data organisation focused on place-based data analytics to foster community development, better policy making, and solve national and regional problems in Australia using data science. 

RIDL is a not for profit organisation creating opportunities to fast-track innovative solutions that address long-standing urban and regional problems. It is a part of the Griffith University and collaborates with all the research activities that are going on in the university, which ranks in the top two percent of universities globally and is actively engaged in high-level research for the betterment of humankind. 

Before joining Griffith University, Tom was the Associate Director R&D IT at UCB, which is among the top 30 global pharmaceutical companies, and Project Manager Professional Services, Informatics at PerkinElmer, a Fortune 500 company. 

At those two organisations, Tom utilised his strong R&D expertise and experience in applying technological innovations towards scientific advancement to generate beneficial socioeconomic impacts.

In this episode, he gives a detailed view of how all that took place in terms of using data analytics, AI, and machine learning in biosciences and pharmaceuticals to fast track innovation and enable the researchers to give more time and focus on decision-making factors. 

He talks about why it is necessary to look deeply into the data sets of local metrics to solve regional problems specific to the locality and gain insights into the specific communities and regional councils. That’s why place-based analytics really allows the researchers to take a look into regional problems with whole new perspectives and come up with the most feasible solutions.

Tom explains that you have to look at the place, the context, and the complete social and cultural structure of the region to get to the root of problems, weaknesses, and strengths. He also describes the working process with the example of Logan City Council.

Moreover, why it is important to create a safe space where businesses, government bodies, and other entities can share data to aggregate, anonymise, and use to drive regional public growth. And, how any growth of a region will help all the businesses as well. It becomes a win for all! 

More links about the guest

LinkedIn:

Organisations:

In the News:

Research Papers:



17 May: E13 – Richard Sanchez – Increasing the Odds of Students’ Success in Higher Education Using Data Science

Richard Sanchez

How is data science shaping higher education to be more effective and provide better students experience?

In this episode, we will learn all about student analytics and how it has impacted the universities to better provide the educational services from Richard Sanchez.

Richard is the Head of Student Reporting and Analytics at the University of New South Wales with an inherent passion for research, data analytics, and technology-led solutions. It can’t be a better mix of interest when it comes to education and data science. 

He has been working with the UNSW for more than 15 years now. UNSW member of the prestigious Group of Eight – a coalition of Australia’s leading research intensive universities and is among the top 50 in the world. Student Reporting and Analytics is a comparatively new initiative of the university for building a data-centric future. It aims to leverage data and analytics to build capability across the university and explore ways to improve the academic processes and student outcomes. 

Before taking up the role at Student Reporting and Analytics, Richard performed at multiple teaching and administrative positions at the university. Academically, he has a BA in Sociology & Gender Studies from the University of Sydney and an MA in Policy Studies from UNSW. Armed with this intimate understanding of the higher education sector, Richard brings his subject matter expertise and helps building data teams to facilitate advanced analytics capabilities for the student administration space at UNSW.

In this episode, Richard shares with us all that is going on in the space of student analytics at the universities of the world. The challenges of working in an emerging field and forging a new path of data and analytics.  

Above all, he reassures us that if done right data science can surely bring many benefits to our organisations. He also tells us about the philosophy behind a successful data operation that is the people-centric view of things and a data-driven culture. At the end of the day, it is the problems of the people that we are trying to solve using data and analytics, isn’t it?

Listen to the podcast for deeper illuminations on these areas of practical data science!   

More links about the guest

LinkedIn Profile URL:

What is one book that you would gift to your younger self and why this book?

  • The Subtle Art of Not Giving a F*ck by Mark Manson

https://www.goodreads.com/book/show/28257707-the-subtle-art-of-not-giving-a-f-ck

Organisation:



01 May: E12 – Felix Liao – Deep Dive into the Current and Future World of Artificial Intelligence and Machine Learning

Felix Liao

For this episode, we have the pleasure to have a thought leader in the data and analytics space, Felix Liao, with us to share some latest trends and amazing insights into the present and future of data science, machine learning, and AI.

Felix is the Head of AI/ML and Analytics Platform for SAS Australia/New Zealand. He has been working with SAS for over 10 years now and has worked in positions of Business Solution Manager – Data Visualisation and Big Data Analytics and Business Solution Manager – Information Management and Big Data before becoming the head of AI/ML and analytics platform.

SAS is a global leader in business analytics software and services, and one of the largest independent vendors in the data science and business intelligence market.

What gives Felix an added edge as an expert in the field of data technologies, is his unique mix of knowledge. After getting the Bachelor of Engineering in Computers from the University of NSW, he acquired his MBA from Macquarie University – Graduate School of Business. He is also a SAS certified Data Scientist. This mix of education enabled him to understand both the science and the business aspects of things. 

Apart from developing and strategising SAS’ AI, ML, and analytics platform offerings, Felix also frequently writes blogs and speaks at industry-leading conferences. 

In this episode, Felix discusses with Jason to uncover some very insightful aspects and use cases of data science and AI/ML for businesses. The topics discussed range from the use of unstructured information to ethics in AI. 

One such interesting and very useful topic that Felix shared is The Holy Trinity approach to utilizing data and analytics for businesses, where the trinity is composed of – knowing the heart of the business problems, applying data science to solve those problems, and using the right technologies. 

He also shares how the development in the space is just the tip of the iceberg into industry 4.0 in relation to the use of AI/ML. He explains the blurred or grey lines between the right and wrong and how it impacts the developments and use cases of AI. Why the government and industries need to work together to work out what is the responsible ethical use of data and there is a lot of work to be done.

How the enterprise intelligence decisioning could help better drive consistency across the enterprise and it is crucial to avoid biases and have some guard rules. Moreover, he provides strategies, tools, and techniques to use for upskilling your staff to fill in the data science roles. How Auto ML can help businesses deal with skills shortage but you have to put those proper guard rules in place.  

And last but not the least, some solid points of considerations for cloud adoption in your data operations. 

Tune in to the podcast to learn all this and much more! 

More links about the guest

LinkedIn Profile URL:
https://www.linkedin.com/in/felixliao/

What is one book that you would gift to your younger self and why this book?

Website:
http://www.felixliao.com/

Twitter:
https://twitter.com/FelixLiao

Articles: 

Organization: https://www.sas.com/en_us/home.html