Tableau: What has been the main benefit of working with Tableau at Barclays?
Peter Gilks, Senior Insight Analyst: Tableau Server lets us engage our business users and get our data out there at a large scale. It’s getting people really excited about what data can do for them. When we can show them a really, really engaging visual, a very strong dashboard— that's getting them excited to use that data to make better decisions.
Tableau: Peter, what do you do as a Senior Insight Analyst?
Peter: I look into our customers' data to try and find out who they are, what kind of products they use, and their demographics. Then I find ways that we can improve our strategy, product development, and marketing to really give our colleagues a better understanding of who our customers are.
Tableau: So Tableau helps you better know your customers?
Peter: When I started using Tableau about three years ago, I just knew that we had lots of data and our other tools weren't enabling us to get the most out of that data. I knew if we got Tableau, we’d be able to look at things more quickly, like customer satisfaction, demographics, and behavioral data.
Tableau: What kind of insight have you found using Tableau? Has it made an impact?
Peter: One of our recent dashboards brings in data about the reasons people complain and who those people are—the insight gained through those visuals helps us improve our customer service. Being able to see on a daily basis allows us to get to a root cause analysis of what those complaints are about.
Tableau: How do executives and frontline users use Tableau?
Peter: With Tableau Server, we send data and insight out via dashboards—so our senior executives and frontline see the same data. When they spot major trends, they can start to plan for them. It’s really important for our teams to be able to discover something and then show other people what they've found. It’s got them excited about data in a way they haven't been before.
The feedback from users has been really, really strong. They really enjoy using the dashboards and find them very engaging. They enjoy being able to interact with the data and they appreciate the strength of Tableau’s visuals.
Tableau: What size data are we talking about?
Peter: Typically our data lists are at around 20 million rows of data for 20 million customers in the UK. Analysis used to require lots of SQL programming and moving data into Excel then into charts. It involved a lot of pre-thought about measures to program. You’d come up with your charts later, and then there was a lengthy iterative process. Now, with Tableau it's very, very quick—we get the answers much more quickly than the old way.