NATC 2013 - Customer Experience Optimization with Incremental Big Data by Gopi Kumar

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NATC 2013 - Customer Experience Optimization with Incremental Big Data by Gopi Kumar, CTO, Sankhya Technologies

NATC 2013 - Customer Experience Optimization with Incremental Big Data by Gopi Kumar, CTO, Sankhya Technologies

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  • 1. @infiniproc Version 0.000001 Optimizing Customer Experience with Incremental Big Data A Conversation At The NASSCOM Annual Technology Conference 2013 Gopi Kumar Bulusu - CEO and Chief Technologist Murali Bulusu - Director, Strategic Marketing Sankhya Technologies Private Limited www.sankhya.com @GopiBulusu @Infiniproc #cx #cxo #infiniproc #BigData #IBigData #realtime #natc2013 copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 2. #IBigData defined #BigData lot's of data, not necessarily owned by you, but that which you can use and profit from #IBigData Dynamic (data streams) with deletions, additions and updates in real-time copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 3. The #DataFactory A #DataFactory processes data generally in real time generates useful signals to help your organization run your business processes more effectively and more profitably copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 4. #cx factors ● identify factors (preferences) contributing to customer experience, for example: – value (competitive positioning [customer's ROI]) ● product or service – ● relationship – – ● effort to explore product or service options benefit from repeat transactions convenience – ● usability, functionality, performance, quality, cost versatility, operation hours, payment terms and options confidence – branding copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 5. #cx metrics ● identify an objective function over several measures, for example: – direct feedback – purchase behavior – social interaction – referrals copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 6. define relationship manager ● setup a real and/or virtual brand agent that engages the customer to optimize #cx – guided by overall branding – honor customer preferences – reactive and proactive ● ● – define messages [signals, events, alerts], actions [SOA] define process models [BPMN] LEVERAGE your existing CRM copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 7. build and integrate #cx manager ● #CXManager – #DataFactory that uses incremental big data in real time for #cx optimization – Help customer experience optimization through ● ● ● learn and update #cx model process #cx measures and compute objective function generate signals to relationship manager for necessary action copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 8. #cxo – scale and performance ● ensure good real time base performance – C/C++ for compute intensive work ● Gcc (graphite) llvm (polly) #GPGPUs #FPGA – in memory objects – reduce data movement ● – reduce compute ● ● Cache Cache and reuse results use an architecture that can scale – #infiniproc – dedicated servers + elastic cloud copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 9. SANKHYA #infiniproc ● ● ● ● 0.000001 a scalable platform to develop deploy and run a #DataFactory offers a combination of good performance and high developer productivity integrate with existing data sources, event producers and consumers scales from a single node to large multi-node multi-processor copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 10. #infiniproc benefits performance of c++ combined with standards based communication support for rich data types simple map reduce or advanced grid network models pluggable transport layer can work with rdma or ib verbs** server os and processor architecture agnostic copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 11. #cxo with #infiniproc ● ● responsive: handle incremental data in real time holistic: integrate seamlessly with different data sources – – ● Csv files, events and messaging queues Twitter data feed insightful: leverage existing analytics templates and components – ● Matrix, Variance, Correlation, Text Analytics comprehensive: develop and deploy complete #DataFactory CoCreate a win-win brand with your customer copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.
  • 12. queries ? performance report available upon request please write to research@sankhya.com copyright (c) Sankhya Technologies Private Limited. All Rights Reserved.