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Revolutionizing Customer Engagement – Connect Silicon Valley 2017

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Speaker: Peter Finter, CMO, Couchbase
Keynote Address

What is an engagement database, and what does it deliver? Hear Couchbase CMO Peter Finter explain the attributes of an engagement database and how Couchbase customers are already transforming their businesses with improved customer experiences, lower costs, and faster innovation.

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Revolutionizing Customer Engagement – Connect Silicon Valley 2017

  1. 1. Peter Finter, CMO
  2. 2. 95% of CxOs say that digital transformation should be giving customers and end users a truly unique experience Couchbase CIO Survey, 2017
  3. 3. Engagement: successive positive experiences… …an emotional connection that drives brand loyalty
  4. 4. Companies with strong customer experience retain 89% of customers versus 33% retained by low CX companies
  5. 5. 6Confidential and Proprietary. Do not distribute without Couchbase consent. © Couchbase 2017. All rights reserved.
  6. 6. 7Confidential and Proprietary. Do not distribute without Couchbase consent. © Couchbase 2017. All rights reserved.
  7. 7. Building a great looking app is just the beginning 88 Liberating data fast and at scale takes the experience to the next level
  8. 8. Customers spend more time interacting than transacting…
  9. 9. 11 Look $ Book Browse Buy $ Browse Binge $ Scan & Score Transfer $ Digital Media Financial Services Travel & Hospitality eCommerce
  10. 10. The traditional approachWhy today’s digital transformation projects fail Analytical Database Transactional Database
  11. 11. Point solutions everywhereWhy today’s digital transformation projects fail Global Replication Search Key Value Indexing Cache Analytics Mobile Query Transactional Database Analytical Database
  12. 12. Why today's digital transformation projects succeed Transactional Database Analytical Database Welcome to the Engagement Database Engagement Database
  13. 13. AN ENGAGEMENT DATABASE CHANGES EVERYTHING
  14. 14. ATTRIBUTES OF AN ENGAGEMENT DATABASE Always on, always fast Secure, secure, secure Built-in smarts Seamlessly mobile Hello cloud, hello world Built for change - at scale
  15. 15. HOW WE'RE HELPING OUR CUSTOMERS IMPROVE THEIR CUSTOMER ENGAGEMENT
  16. 16. Creating engaging gaming experiences using a customer 360 approach that scales in lock step with demand IMPROVING CUSTOMER EXPERIENCE & ENGAGEMENT
  17. 17. IMPROVING CUSTOMER EXPERIENCE & ENGAGEMENT 19Confidential and Proprietary. Do not distribute without Couchbase consent. © Couchbase 2017. All rights reserved. Better competing in a digital world by connecting customers across digital touchpoints with an engagement database
  18. 18. Chose NoSQL to overcome limits of relational, drastically reducing ops costs and achieving <4ms latency for over 2.5 billion items 20Confidential and Proprietary. Do not distribute without Couchbase consent. © Couchbase 2017. All rights reserved. REDUCING INFRASTRUCTURE & OPERATIONS COSTS
  19. 19. Offering customized hospitality experiences faster at and reduced cost by transforming inventory & availability management 21Confidential and Proprietary. Do not distribute without Couchbase consent. © Couchbase 2017. All rights reserved. REDUCING INFRASTRUCTURE & OPERATIONS COSTS
  20. 20. Streamline sales processes and optimize supply chain with global digital showrooms, reducing buying trip time by 66% FASTER INNOVATION & TIME TO MARKET
  21. 21. “a dramatic and far-reaching change in ways of thinking and behaving that sparks a powerful chain reaction.” Definition of Revolution:
  22. 22. 21
  23. 23. FROM CUSTOMER EXPERIENCE TO CUSTOMER EUPHORIA

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