How Siddharth Dayama is Taking His Data Viz Show on the Road

Lessons learned from a non-linear career journey

Allen Hillery
Nightingale
Published in
11 min readJan 28, 2020

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Siddharth Dayama discusses data visualization and his “non-linear” career journey. One interesting thing I learned about Sid is that he takes flying lessons. He explains that cruising at 8,000 feet incites his love for geo-spatial mapping and that he gets some of his best visualization ideas after completing a lesson.

I recently had the opportunity to discuss data visualization with a former colleague, Siddharth Dayama, or Sid for short, Senior Manager at Verizon. Sid leads a team of analysts in building dashboard solutions that democratizes data in an intuitive and visual form for business leaders to consume. Sid’s artistic nature coupled with his unique perspective has given him the opportunity to present at the Tableau Conference in both 2018 and 2019. His advice and journey is inspiring as he hopes it will help both novices and veterans in data visualization.

Getting Down to Business

Allen Hillery: Hey Sid! Good catching up with you! Can you give me an elevator pitch on what your team does and how Visual Analytics helps Verizon’s call center operations?

Sid Dayama: I lead the Visual Analytics team in Customer Service Operations in Verizon where we build end-to-end business intelligence solutions that democratize and distribute data in an intuitive and visual form. In turn this enables business experts to slice and dice millions of rows themselves without writing code, extract valuable and actionable insights at will, on a near real-time basis. Through our dashboards we leverage data driven decision-making in the business to optimize operations, reduce costs and enhance the customer experience.

AH: How have you been able to add insights to the business using data visualization?

SD: We’ve had tremendous success in the following areas:

Optimizing Call Center Operations

We analyze Key Performance Indicators (KPIs) such as Call Volume, Handle Time, Call Drivers, Repeat Rates, Call sentiment etc to reduce the need for customers to call us repeatedly. Certain cohorts of customers are calling us 43% less after implementing the data driven solutions we’ve enabled. Our dashboards assist in workforce planning and call routing to get the right call to the right agent.

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Allen Hillery
Nightingale

Creating transcendent stories that share the importance of data narratives and how they impact our world. Twitter: @aldatavizguy