Real Time Customer Experience for today's Right-Now Economy
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The document discusses the partnership between Capgemini and Datastax to improve real-time customer experience in the modern economy. It emphasizes the importance of an always-on data platform for delivering contextual customer insights and showcases examples of companies like Netflix, Capital One, and Macy's that have successfully implemented these solutions. The document concludes with next steps for organizations interested in enhancing their customer experience strategies.
Real Time Customer Experience for today's Right-Now Economy
- 1. Real-Time Customer Experience for Today’s Right-Now Economy Eunice Cardenas Enterprise Sales Manager, DataStax December 2017
- 2. Agenda ● Capgemini and DataStax alliance ● DataStax introduction ● How DataStax helps ● CX use cases ● CX architecture ● Customer examples ● Summary and next steps
- 3. Capgemini and DataStax Alliance Capgemini Insights & Data Global Practice • “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.
- 5. DataStax provides data management for cloud applications. © 2017 DataStax, All Rights Reserved.
- 6. CONTEXTUAL Globally distributed, real-time cloud applications must meet expectations. ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME © 2017 DataStax, All Rights Reserved.
- 7. © 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
- 8. 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
- 9. C360 as the foundation for real-time insight and CX apps 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 → → → → →
- 10. Point of Sale Systems Real-time, Contextual Data at Scale for Apps? © DataStax, All Rights Reserved. Customer Sentiment & Satisfaction Systems Social Media Engagement Systems of Record Legacy Systems Systems of Engagement Payment & Processing Systems Internet of Things
- 11. Point of Sale Systems The Operational Data Platform Poised for Innovation, Unshackled from Legacy © DataStax, All Rights Reserved. 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
- 12. Customer Stories
- 13. Adding $1B per year to the business through customer retention. © DataStax, All Rights Reserved.13 95% of Netflix customer data is managed and contextualized within DataStax to deliver personalization and recommendations for 100m+ subscribers. • A worldwide audience with more than half of its 104m customers signed up outside America. • One trillion+ transactions/day • Zero downtime in the past seven years due to data platform outage Confidential Netflix
- 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
- 15. Macy’s THE CHALLENGE: Digitize the customer experience to dramatically increase sales and gain a 360-degree view of the customer • Delivering an omni-channel shopping experience • Seamless purchasing, with a 360 degree view of the customer • Serving product, inventory and store data to website, mobile, store, and partner applications with DataStax • This digital initiative also extends to Bloomingdale’s Confidential© DataStax, All Rights Reserved.15
- 16. Macquarie Bank • 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
- 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 about your Customer 360 and/or Real-Time Personalization project
- 19. Thank you 19