transform customer experience with big data - part 2

1© Cloudera, Inc. All rights reserved.

Using Big Data to Transform your Customer Experience


Today’s Presenters

Dave ShumanConsumer Products and Retail Expert, Cloudera

Russ CosentinoCo-founder & VP, Channels, Zoomdata

Jennifer BenitoData Intelligence Practice Consultant, Trace3


Agenda

▪ Introduction to Customer Insights Solutions▪ Overview of Cloudera and Zoomdata Customer Insights Offering ▪ Cloudera Zoomdata Demo ▪ Introduction to Trace3 Customer Insights Expertise and Offering ▪ BONUS offer at the end from Trace3 to listeners


Survey Results from 1st Webinar


Customer Insights Solution

Customer Insights BenefitsDrive Customer Loyalty

Single Version of the TruthGrow The Business

Fastest Visual Analytics for Big DataInteractive experience for business users

Deliver a single view of the truth

Modern Platform for Data ManagementAggregate Data from multiple sourcesSupport Expansive User Community

Identify most profitable customersStop Customer Churn

Targeted marketing campaign


• Understand Customer Behavior and Patterns to gain better insight

• Enable event based triggers and alerts for key inbound actions

• Enable deeper segmentation and sub-segmentation for understanding and valuing the customer

• Develop the Lifetime Profitability estimate of customer

• Create valued offering by optimizing and personalizing offers

Striving for a Complete Customer View


Customer experience expectations are converging on the brand, not channel

▪Consistent across all channels and lines of business

▪Contextualized to present location and circumstances

▪Personalized to reflect preferences and aspirations

▪Relevant in the moment to their needs and expectations


Key Challenges in Delivering Customer Insights DATA SILOS DATA VOLUMES

NEW DATA SOURCES COSTS OF DATA PROCESSING

• Multiple Data Silos

• Often store overlapping and conflicting info

• Issue compounded with multiple business unitsCare

Product Catalog

CRM

Ordering

Billing

Legacy

Enterprise

Inventory

OSS

Network

Customer Care

Product Catalog

Ordering

Billing

CRM

Legacy

Enterprise

Inventory

Supply Chain

PoS• Data growing at ~100% YoY

• Capturing new sources of insights and customer interactions

Clickstream Location/ GPS

Call center Records

Social Media

• Semi/ Un-Structured Data Sources

• Streaming/ Real-time data

• Critical for building a complete view

• Cost prohibitive

• $30,000 and $100,000 (USD) per TB – Cost of storing data in relational database systems per year


Example Data Sources for Customer Insights

Digital/MobileDigital Media• Teradata Aprimo• IBM Unica• Oracle Eloqua• X+1Web Logs• Microsoft IIS• Apache• nginx• Google GWSClickstream/UX• Adobe Omniture• IBM Coremetrics• IBM Tealeaf• Google Analytics

Premium• WebtrendsMobile ApplicationSMS

Transaction CRM/Call Center Demographics Loyalty/Retention SocialRetailMobileWebChannelDistributorBotCall CenterIndirectKioskEmbedded CommerceServiceBillingCustomer Lifecycle• Acquisition• Churn• Cross-Sell• Upsell

CRM• MS Dynamics• Oracle/Siebel• Salesforce• SAPOnline Chat• Oracle RightNow• Moxie Live Chat• LivePerson• Instant Service• Oracle Live Help• BoldChat• Zendesk Zopim• Kana Live ChatIVR• Avaya• Cisco• Nortel• Nuance

Data Broker / Syndicate• Acxiom• CoreLogic• Datalogix• eBureau• ID Analytics• Intelius• PeekYou• Rapleaf• Recorded Future• IHS Polk• Nielsen• InfoScout• Symphony IRI• GfkBehavior

Loyalty• Aimia• Brierley+Partners• Comarch• Epsilon • Kobie • ICF Olson 1to1• Merkle• Clutch• CrowdTwist• DataCandy• Deluxe• Inte Q• ICLPSurvey• ABA• Medallia• Forsee• Allegiance• Walker Information

Direct• Twitter• Facebook• BazaarvoiceListening/Management• Sprinklr• Crimson Hexagon• Radian6• Lithium• Simply Measured• Curalate• DatasiftVoice of the Community• CSAT• NPS


Customer Insight Levels

Core Customer Profile

Interactions Transactions


Iteratively Building and Using a Customer Profile

A target in one use case model (e.g.; likelihood to churn based upon dissatisfaction)

Use cases deliver insights that enable actions

Use cases deliver features that are instantiated in the customer profile

Can be a feature in another use case / model (e.g.; likelihood to accept offer for retention)

Reducing time to value &marginal time to next insight

Delivering immediate value to the business


Zoomdata


About Zoomdata

• Fastest Visual Analytics For Big Data• Founded 2012• HQ Reston, VA & Silicon Valley• Patents for streaming data visualization• Voted #1 in Big Data Analytics (2016 Dressner) •Deep integration with Cloudera

"There are many other BI tools that work with Cloudera, BUT what’s so special about Zoomdata is that it integrates with all sub systems in a unified way within the Cloudera stack”

– Amr Awadallah, CTO & Co-founder of Cloudera

Customers Telco/ AdTech/Financial/Gov’t/Pharma/M&E…

© Cloudera, Inc. All rights reserved.

Data VelocityStreaming data, real time analysis

Data VarietySingle version of truth

3 Trends Driving Customer Insights

Data VolumeFast access to any data

201520102005

130EXABYTES

1227EXABYTES

7910EXABYTES

24365

7


Required Capabilities for Customer Insight

Unified Data PlatformConnect to all data across all channelsSecurity, Administration, Collaboration

Data Freshness & Time to AnalyticsReal time/Historical updatesAccess and analyze any data instantly

Empower All UsersEasy & intuitive UI (embedded)Self-service analytics

Customer Insights Deployment

Customer Insights - Delivers Enterprise Value

Cloud or On-PremiseCloud or On-Premise

Improve Customer

Satisfaction

Reduce Churn

Targeted Campaign

Admin API

Processing Pipeline

Fusion Caching

Smart Connectors

CSI/NPS DataScores & Verbatims

Periodic Updates

Network/Log DataLarge Volumes

Real Time

Social MediaMultiple Sources

Streaming

Subscription DataSecure

Periodic UpdatesAnalytics

Zoomdata ServerAnalytic DatabaseImpala

Kudu

Navigator Optimizer

NavigatorAudit, Lineage

NavigatorEncryption & Key Trustee

Hive on Spark

“Basic Hadoop”


Zoomdata Cloudera Demo


Customer Insights Use Cases

Solutions Use Cases Customers

Acquire & Retain Churn Analysis

Marketing Spend Analysis

Customer Lifetime Value

CrossSell & Upsell Next Best Offer

Smart Promotions

Basket Analysis

Improve Customer Experience Omni-Channel Optimization

Sentiment Analysis

Customer Care Analytics


Trace3


About Trace3

• Founded in 2002, HQ Irvine CA • Locations in CA, WA , AZ, CO,UT, NY, NJ, • 350 Employees • 35 AWS Certifications • 7:1 Tech to Sales Ratio • Evolve Conference (May 17-19 Las Vegas)

http://evolvetechconference.com/

Premier provider of IT solutions and consultation services.

Consulting Expertise• Data Visualization • Analytics• Platform Modernization • Enterprise data management

Technical Expertise• Develop, Implement,

Troubleshoot • Hadoop Developers/Engineers• Hadoop Admin/DevOps


Data Intelligence Team

StrategyCertified

Vertical Expertise

VisualizeCreate

Communicate

PlanDesign

Modernize

Data Consultant Data Visualization Data Architects Data Engineers

DeliverBuild

Optimize


Trace3 Customer Insights Strategy Helping businesses make decision 100% based on data.

34

21

Strategy/Roadmap

Develop strategies to meet customer needs including product, services and

infrastructure roadmaps

Execution

Providing industry leading people and solutions to realize the business strategy

Business DriversExploring business opportunities that result from customer needs

Customer Needs

Understanding and anticipating customer needs using data and analytics


Customer• 3500 stores• 5 Brands Problem• Beginning of their Customer 360 journey. Needed to

understand the client experience across all brandsSolution• Delivered a solution to load and cleanse all customer and

transaction data• Identified behavior and sentiment KPI’s to be measuredData• Omniture, Customer Loyalty, Customer Demographics

Result • Gain better insight into customer experience

Customer Case Study- Large Clothing Retailer


Customer Insights Workshop

▪4 week engagement

▪Cloudera and Zoomdata consultancy & expertise

▪Cloudera Zoomdata installation

▪Understand your customers

▪Understand your pain points, challenges

▪Deliver data-driven solution

▪New or existing projects

We discover. We engage. We execute.

http://info.trace3.com/cloudera-zoomdata-customer-insights



Customer Insights Workshop- Program Details

Stage 2 – Discover

•Data ingestion, design patterns •Client-specific visualization needs•Data quality

Stage 2 – Engage•Technology implementation •Cloudera EDH •Zoomdata Visual Analytics

Stage 3 – Execute •Architectural design•Long term plan •Next Steps

Align your team & technologies with company goals


Free 4 hour workshop

• Discuss your current data usage, plans, strategy• Discuss current state of the Big Data landscape, architectures and technologies• Deep dive on Customer Insights use cases and case studies• Understand business and technical goals• Discuss internal challenges (i.e., technical, political, and cultural)

The first 20 people to respond “Yes” will get a FREE 4-hour Discovery workshop


Questions?

Sign up for Customer Insights Workshop Contact us for a demo Sign up for free trials

[email protected] http://info.trace3.com/cloudera-zoomdata-customer-insights

mailto:[email protected]


transform customer experience with big data - part 2

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