Mastering Customer Information with a Graph DB foundationThe foundation for an Agile Enterprise

Navin SharmaVP, Product ManagementNavin.Sharma@pb.com

Agenda

The Shameless PlugMarket Definition through the lens of a customer problem

Why Neo?Our Solution and IP

Pitney Bowes | CIM Positioning Review | March 2015 2

We focus on helping you get it right by enabling transactions in commerce across five key areas.

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Customer Information Management

Connect all relevant data and insights across digital and physical boundaries

Location Intelligence

Adding location context to business data for enhanced insight

Customer Engagement

Delivering relevant and engaging interactions across the customer lifecycle

Shipping & Mailing

Driving parcel handling and mailing efficiency with end-to-end innovation

Global Ecommerce

Simplifying a complex global marketplace with predictable results

Mission for Customer Information Management

Strategic CIM should enable…..

Business Agility – The capacity to identify and capture opportunities more quickly than rivals

4Pitney Bowes | Confidential | March 11, 2015

© 2013 Forrester Research, Inc. Reproduction Prohibited 5

Source: October 10, 2013, “Technology Management In The Age Of The Customer” Forrester report

Why does it matter?

Data makes

this

possible.

CIM: A New Approach is Required

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Information Dynamics

Exponential Changes in Data Dynamics

Create New Challenges for the Business

• While the dynamics of data have drastically

changed CDM has remained the same (fixed schema, limited capacity, lengthy implementation)

IM(no change)

Customer Expectations

The Age of the Customer Brings Infinitely

Greater Expectations Upon your Business

• To rise to the new challenge a fundamentally

new approach is required(need for greater size, scope, speed, seamlessness)

Core Customer

Data

Data integrationData cleansing (data quality)Data supplementation (new data)Data enrichment (geocoding

Single View of Customer

Relationships

Products and services Purchased

Household Relationships

OrganizationalRelationships

LocationRelationships

Social Network

Complete View of Customer Interactions

Single view of Customer+ relationships+ all interactions

Transactional Information with Business Applications

Interactions Information from Social Media

Sales, Billing, Customer center, Support, etc

The Anatomy of a Customer Knowledge Graph

Applying analytical capability to create

insight

Customer-centric Insights

Explore Data

Predict future behavior

Optimize Interactions

Anonymous Web & Mobile Interactions

The Challenge

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Client Value?

Every business unit

and application

needed data:

“their way”

Every business unit

had applications

that supported their

LOB or Div.

LOB 3 Div 2

Div 1

Div 3

LOB 4

Div 7

LOB 5

Div 8

Div 5

Div 6

LOB 2LOB 1

Who is my best client?

What did they buy?

How much did they buy?

What should we sell them?

Difficult to Share Data Non-Standard Data

Business needed

answers:

Customer duplicates generated due to lack of

standardization and governance enforcement…

Impact to the Business

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Business could not understand what customers were buying

because no single view of customer was measurable.

Customer

• Sales

• Ordering/Shipping/Returning/ Billing

• Registration and enrollment

• Services/Warranty/Repair

• Taxing Jurisdictions

Mobile

SocialIn Store Contact Center

Field Service

Direct Sales

Channel SalesWeb

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End-to-End Customer Information Management

Traditional Approach

Understanding is constantly

evolving and dynamic

Multi-dimensional views enabled

and searchable all at once in the

right context

Instant Gratification

X Rigid data models tied to

RDBMS lack agility

X Limited views force the

business to know all the

questions to ask up-front

X Long implementation cycles

powered by

Choosing Graph and Neo4j

Started with graph databases and Neo4j in 2010

Early prototypes revealed key differentiators for MDM space

Why Neo4j?JavaMulti-platformHigh PerformanceACID Market LeaderOperational/Real-Time

powered by

Neo4j Implementation – Pitney IP

Visual schema managementVisual Query builderVisual Data DiscoverySOAP/REST web servicesSecurity featuresIntegration with Spectrum dataflow paradigmMaintain metadata countsConcurrent accessMultiple access modesAutomatic deadlock recovery/retryNLP-inspired model browserAudit and history logging

powered by

Best of Suite Information Management

Platform approach must account for all key CIM functions:

• Data Modeling• Data Integration• Data Quality• Data Enrichment• Master Data Management• Data Governance• Predictive Analytics• Data Federation

Model to your business

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Orchestrate

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Design and Iterate Publish

Visualize Measure

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Integrate and Federate

Text Based

CSVXMLSharePointUnstructured• MS Word• PDF• HTML• Excel• Other

Big Data

CassandraHiveHadoopMongoDBCouchbaseHDFSCloudera*Hortonworks*

Relational

GreenplumTeradataSAP HanaH2IngresMySQLNetezzaPostgreSQLOracleDB2MSSQLSybase…

Applications

Salesforce.comSiebelSAPNetsuite*MS Dynamics CRM*Google

SpreadsheetsESRIMapinfoOracle SpatialMS SQL SpatialPostGISHL-7

Cloud

Amazon S3MS AzureAmazon RedshiftSimpleDB

* Coming in Q2

Apply Data Quality and Process Governance

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Spectrum

Accounts, contactsand leads

Standardizeaddress

Identifyduplicates

Validateaddress

AppendDUNS

Exceptions

Data steward process

Salesforce Salesforce

Operationalscorecard

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• Who is a high spender?

• What is their propensity

to buy?

• Is the customer within my

pre-defined Geo-fence?

• How does it influence my

marketing offers?

• Who is both influential in their community

& a high spender?

• Which products would customers prefer that

others “like” them have purchased?

And Combine it with Insights

Visualize the Knowledge Graph

Search the Knowledge Graph

Shows us as a contact at a commercial policy

Shows up as a primary individual policy holder

Search the Knowledge Graph

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Search the Knowledge Graph

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Integrate the Knowledge Graph

Other key capabilities

• Master-Slave architecture• Hot Back-up support• Full ACID-compliance• Role-based security at the entity,

relationship or property level• Merge or Split hierarchies• SOA enabled services• Integrated DI, DQ, Stewardship• Built-in reporting and analytics• Rules-based event triggers

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Benefits

Agile and incremental approach not only supports getting up and running in a matter of weeks, but evolves as the business understanding evolves

Fosters collaboration and trust between business and IT by enabling business SMEs to model to the business outcome and work with IT to source “trusted” data

Delivers business value with access to timely and relevant information across silos, across domains and in context through knowledge graphs

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Stay ahead of customer needs and preferences.

Gaining an accurate picture of your customers’ preferred choices and behaviors is challenging in an increasingly digital world where customer data is fragmented, low-quality or incomplete.

See how PB can help.http://www.pitneybowes.com/us/customer-information-management.html

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