webinar: delivering the complete customer view - today’s table stakes by infusion & mongodb
DESCRIPTION
The era of seamless selling has arrived and the customer is in the center of this universe. Driven by round-the-clock commerce, innovative Internet retailing and consumer digital technologies, customers today have high expectations of businesses. Yet systems to support seamless selling are highly specified, often inflexible and may appear to ‘lock’ your critical data. Holding inherent and great value, legacy capabilities may have troubles keeping up with the demands of modern applications and today’s consumers. In order to meet these demands, MongoDB and Infusion come together to deliver game-changing results. MongoDB, with game-changing technology, provides enablers that help free your systems’ information to share across the enterprise. Infusion, with innovative solutions from strategy to activation around the visionary customer experience, more and more customers are turning to us to provide a complete view of the consumer. Join us for the webinar to learn about how more and more companies are delivering digital table stakes to their customers. The webinar will discuss case studies such as how: A large European telecommunications is unlocking subscriber data A global insurance firm enables selling agents to have the latest information about their customers and just how quickly they achieved this Foursquare, the social platform, captures not only customer information but connects it to their personal social shared information, such as ratings, location and feedback in real time Rebecca Bucnis, Global Business Architect, Edouard Servan-Schreiber, Director of Solution Architecture, in their second webinar on Enabling Omni-Channel Capabilities, joined by Stephen Eyre, Director of Business Development at Infusion, will share the business view as well as the specific technology capabilities for Completing the Customer View.TRANSCRIPT
Delivering The Complete Customer View: Today’s Table Stakes
#mongodbretail
Director, Business Development, Infusion
Director, Solution Architecture, MongoDB Edouard Servan-Schreiber
Stephen Eyre
Global Business Architect, MongoDB Rebecca Bucnis
“It’s not information overload. It’s filter failure.” - Clay Shirky, author, teacher, consultant
Presenters
Rebecca Bucnis
Global Business Architect - Business Strategy
- Former Retailer
Edouard Servan-Schreiber
Director, Solution Architecture - Delivery of Solutions, Pre-Sales
- North America, APAC
@rebeccabucnis @infusiontweets @edouardss
Stephen Eyre
Director, Business Development - Delivering Consumer Experience
- Europe
Agenda Introduction
Why Infusion & MongoDB
The 4 Imperatives
The Differentiators
Customer Successes
Q&A
Infusion & MongoDB Together
Technology/ Infrastructure
Brand (the
experience)
People/ Processes
Consumer Business is evolving across dimensions
Consumer driving Digital Experience
Retail: Your chance to drive…
xx
Retail: …or at least, create some roads to follow
xx
1. Know the Consumer = Consumer 360°
Theme: Understand customer and personas Challenge: Device proliferation, legacy silo systems MongoDB Examples: Pearson Intl, Otto, Bouygues Telecom
4 Imperatives for the Digital Consumer
1. Know the Consumer = Consumer 360°
4 Imperatives for the Digital Consumer
2. Be Relevant and Pertinent:
Real-time Content with relevant messaging
Theme: Every customer is unique
Challenges: Varied content, insufficient access to analytics MongoDB Examples: Otto, Craigslist, Retail Industry
4 Imperatives for the Digital Consumer
3. Be available for the Consumer: Time, Space & Geo-Aware Selling = Mobility
Digital Consumer Apps Knowledgeable Associates
Theme: Relevance and convenience Challenge: Information availability & expectations Examples: Retail giants, Retail Banks, European Bank
4 Imperatives for the Digital Consumer
4. Social Selling Experience = Entertainment & Trust
Theme: “The Brand is a Platform” Challenge: Capture & Share appropriate details MongoDB Examples: Foursquare, eBay, European Bank
4 Imperatives for the Digital Consumer
Then
Brand push Customer on demand
Drive to Location Always & Mobility
Weekly Ads Personalized Info
Company Info Social feedback
Now
Enabling agile delivery of seamless interactions & selling
MongoDB Strategic Advantages
Horizontally Scalable -Sharding
Agile Flexible
High Performance & Strong Consistency
Application"
Highly Available -Replica Sets
{ customer: “roger”, date: new Date(), comment: “Spirited Away”, tags: [“Tezuka”, “Manga”]}
Documents let you build your data to fit your application
Relational MongoDB { !customer_id : 1,!
!name : "Mark Smith",!!city : "San Francisco",!
!orders: [ !{!! !order_number : 13,!! !store_id : 10,!! !date: “2014-01-03”,!! !products: [!! ! !{SKU: 24578234,!
! ! ! Qty: 3,!! ! ! Unit_price: 350},!! ! !{SKU: 98762345,!! ! ! Qty: 1,!! ! ! Unit_Price: 110}!! ! !]!
! !},!! !{ <...> }!!]!
}!
CustomerID First Name Last Name City 0 John Doe New York 1 Mark Smith San Francisco 2 Jay Black Newark 3 Meagan White London 4 Edward Danields Boston
Order Number Store ID Product Customer ID 10 100 Tablet 0 11 101 Smartphone 0 12 101 Dishwasher 0 13 200 Sofa 1 14 200 Coffee table 1 15 201 Suit 2
Notions
RDBMS MongoDB
Database Database
Table Collection
Row Document
Column Field
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: [email protected], !
! other: [[email protected], [email protected]]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
!
“Single View of Customer” Schema
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: [email protected], !
! other: [[email protected], [email protected]]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
!
“Single View of Customer” Schema
Key for the document
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: [email protected], !
! other: [[email protected], [email protected]]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
!
“Single View of Customer” Schema
Contact Information
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: [email protected], !
! other: [[email protected], [email protected]]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
!
“Single View of Customer” Schema
Activity and Purchases
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: [email protected], !
! other: [[email protected], [email protected]]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
!
“Single View of Customer” Schema
Analytic Scores
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: [email protected], !
! other: [[email protected], [email protected]]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
!
“Single View of Customer” Schema
Geolocation
• A multi-channel, multi-service telecomm provider
• Desire to better service them from a customer insight perspective
• Previously unable to create a total view
• Super-set view of customer with MongoDB
Customer Examples
• A social platform • Provides social and geographic context to people
• Entertaining them and rewarding them for business
• Manage check-ins and capture & distribute content with MongoDB
Customer Examples
• Retail Insurance • 150 years of history and policy data,
70+ source systems • Unable to consolidate view of
customer over multiple years • Created “The Wall” for 360° view of customer
Customer Examples
Selling the Idea • 2 week “Vision Prototype”
• Supported with marketing material (designed to go viral) in order to drive further buy-in
• Produced commitment from the business to deploy ASAP
Our Approach: GO FAST
Delivering the App. • Highly collaborative
• 70+ person project team
• 5 team members from Infusion
• 90 days
Dramatic Productivity Enhancements
How to start –
Adapt, don’t abandon your process...
Drive Consumer Digital Strategy
1. Know your customer
2. Be relevant and pertinent
3. Be available for your customer
4. Create the social selling experience
5. Move forward swiftly with trustworthy strategy & platform
Questions?
Resources
White Paper: Big Data: Examples and Guidelines for the Enterprise Decision Maker
http://www.mongodb.com/lp/whitepaper/big-data-nosql
Recorded Webinar Series: Thrive with Big Data
http://www.mongodb.com/lp/big-data-series
Recorded Webinar: What’s New with MongoDB Hadoop Integration
http://www.mongodb.com/presentations/webinar-whats-new-mongodb-hadoop-integration
Recorded Webinar: Omni-Channel Retailing One Step at a Time
http://www.mongodb.com/presentations/webinar-omni-channel-retailing
White Paper: Bringing Online Big Data to BI & Analytics
http://info.mongodb.com/rs/mongodb/images/MongoDB_BI_Analytics.pdf
All things Infusion www.infusion.com
Resource Location
Join us again!
Webinar #3: “Mobility: It’s Time to be Available” When: Wednesday, May 15 Link: www.mongodb.com/webinar
Thank You!
@rebeccabucnis @infusiontweets @edouardss