CWIN17 New-York / real time customer experience for todays right now economy
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The document discusses how DataStax provides a data platform to support real-time customer experience (CX) initiatives for globally distributed applications. It highlights Capgemini's alliance with DataStax, describes how DataStax helps deliver a contextual, real-time view of customers to power CX use cases and applications, and provides examples of banks like Capital One, Macquarie, and TCF Bank using DataStax to improve their CX.
CWIN17 New-York / real time customer experience for todays right now economy
- 1. Real-Time CX for Today’s Right-Now Economy Andrew Lampitt - Sr. Director, Product Marketing Iain Finlayson - Solutions Engineering Manager
- 2. Agenda ● Capgemini and DataStax alliance ● DataStax introduction ● How DataStax helps ● CX use cases ● CX architecture ● Customer examples ● Summary / conclusion 2
- 3. Capgemini and DataStax Alliance 3 Capgemini Insights and Data Group • “Delivering Insights at the Point of Action” – Helping organizations drive valuable, actionable insights from internal & external data: • By combining – Technology excellence – Data science – Business + industry expertise Data Platform for today’s “Right- Now” Economy • Delivers contextual customer view in real-time • Operationalizes customer data for instant insights and actions • Guarantees 100% uptime • Allows global data access Delivering real-time CX for today’s right-now economy
- 4. Let’s take a moment Your business interacts with people, processes and things all the time © 2017 DataStax, All Rights Reserved. Company Confidential
- 5. DataStax provides data management for cloud applications. © 2017 DataStax, All Rights Reserved. Company Confidential
- 6. CONTEXTUAL Globally distributed, real-time cloud applications must meet expectations. ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME © 2017 DataStax, All Rights Reserved. Company Confidential
- 7. C720 example: major British bank • Profile: Revenues in excess of £25B a year • Challenge: Poor CX, lacking consolidated view of client • Goals: increase customer retention, increase the bank’s reputation. • Results: • Improve efficiency • Decreases fraud Using C720 as the foundation for Customer Experience 7
- 8. © 2017 DataStax, All Rights Reserved. Customer Expectations Have Changed They Want Services Relevant to me Available always Instantly responsive Accessible wherever I am Whenever I need it
- 9. 9 Your CX Journey Starts Here Attain a real-time, 360-degree, contextualized customer view Customer Profile Name, Age, Gender, Education, Occupation, Address …. Relationships Household, Social, Organization, Places, Memberships … Activities Transaction, Service, Engagement, Social Media, Marketing … Real-time Customer Insights RFM, Profitability, Retention, Satisfaction, Loyalty, Risks, Lifetime Value, Share of Wallet … Static customer view Real-time Customer 360 view
- 10. C360 as the foundation for real-time insight and CX apps 10 REAL-TIME CUSTOMER 360 Real-time Insights: Monitoring, Reporting Real-time CX Apps Real-time opportunity & risk identification Real-time customer activity tracking Real-time personalization app Real-time recommendation app Real-time fraud detection & prevention app → → → → →
- 11. Point of Sale Systems Real-time, Contextual Data at Scale for Apps? © DataStax, All Rights Reserved.11 Customer Sentiment & Satisfaction Systems Social Media Engagement Systems of Record Legacy Systems Systems of Engagement Payment & Processing Systems Internet of Things
- 12. Point of Sale Systems The Operational Data Platform Poised for Innovation, Unshackled from Legacy © DataStax, All Rights Reserved.12 Customer Sentiment & Satisfaction Systems Social Media Engagement Systems of Record Legacy Systems Systems of Engagement Payment & Processing Systems Internet of Things CONTEXTUAL ALWAYS-ON REAL-TIME DISTRIBUTED SCALABLE + + + + Individualization Always Instant Global Continuous
- 14. Capital One • Capital One uses DSE to drive their Auto Navigator consumer app • Achieving a Customer 360 view of the customer, can serve real-time personalization for car financing at a scale of over 12 million new transactions per day using real-time data correlated to over 18 billion historical transactions. • Result: grow beyond the existing business (credit cards) • Next steps: drive customer loyalty with app, increase retention THE CHALLENGE: “If you look at the current car buying process, the process is very complex, it’s confusing and it is opaque ...” - Ray Bajaj Head of architecture, shared services, and garage engineering at Capital One 14
- 15. Macquarie • Macquarie uses DataStax to drive their customer experience initiatives • Their world-class consumer banking application utilizes real-time analytics and full text search • Customers now gain better insight into how they spent their money and where THE CHALLENGE: Drive digital transformation initiatives to enhance customer experience 15
- 16. TCF Bank • $21B in total assets • 339 branches nationwide providing retail & commercial banking services • Omnichannel and Customer 360 digital strategy • TCF Bank Selects DataStax for Digital Transformation Initiative THE CHALLENGE: Attract a new customer segment ( millennials) and improve customer loyalty. 1 6
- 17. © 2017 DataStax, All Rights Reserved. Company Confidential Data management for globally distributed, real-time applications
- 18. Summary and next steps Summary • Your CX program relies on real-time CX • An always-on data platform is the foundation for CX • The world’s leading brands rely on DataStax and Capgemini Next steps • Visit www.datastax.com/CXexec for more resources on CX • Consult with DataStax and Capgemini experts for C360 and/or Real-time Personalization project 18
- 20. Corporate and CX Overviews 20
- 21. © 2017 DataStax, All Rights Reserved. Company Confidential Data management for globally distributed, real-time applications
- 22. DataStax Enterprise: the CX data foundation © DataStax, All Rights Reserved. CX INITIATIVE GOALS • Mitigate risk • Innovate • Accelerate CX CX DATA PLATFORM KEY CHARACTERISTICS • Always-on • Effortlessly scales • Guaranteed global data access • Deliver contextual, actionable, real- time insights HANDLES CX KEY REQUIREMENTS • Delivers complete, contextual customer view • Real-time insights and actions • Captures dynamic, changing customer data • Data governance enabled • Integrated security EASILY TAILORED FOR CX KEY USE CASES • C720 / C360 • Real-time personalization and recommendation • Fraud detection