customer centricity to customer...

Thakurdas Paul and Devashish Mohan

Manhattan Associates

Customer Centricity to Customer Delight

- Are Test organizations ready to respond to this phenomena ?

Retail undergoing transformation…

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Prices ↓

Store Closures and Openings

Store Size

Requires …

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New Customer Experience

Speed

Flexibility

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Abstract

Digital disruption & convergence has become the new real reality across all industries & touched our lives in forms and ways we did not envisage few years back. The retail industry is undoubtedly in the fore front of this revolution - the ever-increasing demands of the consumer, the advent of the several digital platforms and the desire to bring competitive differentiation is pushing the retail industries to new business models to remain ahead of their competition. The challenge is simple - enhance "Customer experience" multi -fold -give the consumer what they need, when they need and how they need at a competitive price. Manhattan Associates is at the heart of the retail revolution from the technology front - bringing in newer and differentiated solutions, at a fast pace to keep our customers ahead of this competition by re-engineering our solutions with microservices, delivery on the cloud and offering multiple deployment options.

Testing in this world of change needs a fundamental shift from the past and this is what this keynote intends to cover. As an organization, we have moved from being the backend of a development team to become the "First" customer of the product and "Use the product" as our customers would do.From the business front, this has lead us to deeply understand how business really works & design several Retail customers' personas - thereafter simulating real life business scenarios in a set up closer to what will our customer operate on. From the technology front, we had to look beyond traditional testing methods and move to AI and Predictive analytics to enable the real-life simulation we do. This paradigm shift from the testing side both from business and technology side is a journey we embarked upon1.5 yrs back and is already giving us results in terms of delivering a robust product which are customers have started taking off the shelf and bringing to their customers. We believe STC 2017 is the best platform to share this journey of change and learn from the industry stalwarts and take this concept several notches higher

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Manhattan Associates Company Profile

• Founded in 1990

• More than 1,200 global customers

• Over 2,990 employees

• Headquartered in Atlanta, Georgia

• Global offices in Amsterdam, Bangalore, Melbourne, Paris, Reading, Shanghai, Singapore, Sydney and Tokyo.

• Publicly traded on NASDAQ: MANH

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Our vision for the future is clear…

To be the global leader in

supply chain commerce solutions

blending supply chain software and

commerce to deliver growth,

efficiency and competitive advantage

to our customers.

https://www.youtube.com/watch?v=JtqmgvKuhCw

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• 14 years of successful operations

• 1160+ Strong Team

• 70% R&D engineering driven out of India

• Quality Engineering Team mostly in India

• 47% of CSO and 80% of PSO Technical Services

Manhattan India At-A-Glance

Monolith to Microservice – Why?

Speed of

Innovation

Micro-services

Zero down time upgrades

Automated cloud deployment

Extensibility

User interfaces

Business Logic

Persistence

Backward compatible & Upgradable

FlexibilityDeploy anywhere

Scale Out and Scale Up

Natively cloud, Elastic

Open source Middleware

Management Tooling

Cost of

Ownership

10© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution. 10© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution.

Challenges to a test organization

Mindset change

Technical shift

Customer view


Mindset change

▪ Functional scope based Outside-in perspective

▪ Traditional testing approach will not work

▪ Flows spanning across multiple components

▪ Validations

▪ Data Integrity

▪ Need of a leaner and flexible “continuous validation”

▪ Automated CD process withbiweekly drops to Prod

▪ Live monitoring system focusing on outages, leakages, system anomalies, deadlocks etc.

Dev Ops Pipeline for Continuous Delivery

Pull Request

Review/

Approve

Unit Tests

Checkstyle

Code

coverage

Static Code

Analysis

DEVELOPMENT INTEGRATION

Integration

Tests

Contract

Tests

Functional

Tests

UI

Automated

Tests

END-TO-END

Functional

Tests

(Automated)

Performance

Tests

(Automated)

TEST

UAT

Story

Verification

Functional

Tests

(Manual)

PA-STAGE

Prod

Simulation

Flows

PA-PROD

Prod

Simulation

Flows

EVERY PUSH EVERY PUSH EVERY 4 HRS ONCE A DAY WEEKLY AS NEEDED

Operations

1 2 3 4 5 6


Technical shift

▪ Backward compatibility

▪ Validating same set of business test with new features turned on

▪ Asynchronous

▪ Validating cross component updates, monitoring queues

▪ Upgradability

▪ Post upgrade, no configuration/data loss

▪ Blue green deployment

▪ Scalability & Stability

▪ Validating application under a volume load

▪ Monitoring application under data load

Backward

Compatibility


Bring-in customer view

▪ Wear Customer hat with focus on

▪ Customer data/profile

▪ Geographies & Demographics

▪ Customer’s customer

▪ Simulate customer model

▪ Innovation in testing

▪ Intelligence around data creation

▪ Generate data dynamically

▪ Monitoring at Infrastructure & Business (or Functional) level

customer centricity to customer...

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