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Tech Talk: Using data to drive customer experience informatica_harris

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Tech Talk: Using data to drive customer experience informatica_harris

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Tech Talk: Using data to drive customer experience informatica_harris

  1. 1. Using Data to Drive Customer Engagement & Experience Zack Harris, Enterprise Accounts, Informatica SPONSOR
  2. 2. 3 © Informatica. Proprietary and Confidential. New Users 325 million business data users and growing Machine Learning/AI Data in the Cloud New Data Types (mobile, social, IoT) Explosion in Data Volume Data Trends By 2020 Over 92% of data center traffic will come from the Cloud 20 billion connected devices 1 billion workers will be assisted by machine learning or AI 15.3 zettabytes per year in global data center traffic
  3. 3. 4 © Informatica. Proprietary and Confidential. Engagement & Experience: We live in an ultra- connected world
  4. 4. 5 © Informatica. Proprietary and Confidential. Relate your Data for a 360-Degree Customer View Business Relationships Social Relationships Household Relationships Customer Service Issues & Needs Marketing Responses Sales Offers & Activities Transactions & Interactions Products & Services IoT & Devices Contact Preferences Business & Consumer Information Sam‘s Profile Contact Information Sam Smith
  5. 5. 6 © Informatica. Proprietary and Confidential. What’s Missing from Customer Experience Initiatives People Process Technology
  6. 6. brings science to the art of marketing TrustedDat a
  7. 7. 8 © Informatica. Proprietary and Confidential. How?
  8. 8. Customer MDM Contact Data Verification & Enrichment Product MDM Building blocks of intelligent customer engagement It all leads to great data Data Quality & Governance Salesforce Data Management
  9. 9. 10 © Informatica. Proprietary and Confidential. Data Warehouse Dashboards Data LakeExternal Data Internal data Online data Sales data Service data Marketing data Data ConsumersStrategic Data ManagementData Sources Analytics Data that’s actively managed, verified, validated, enriched, and shared on an ongoing, automated basis. Creatingan Intelligent360 View: Great Customer & Product Data Master Data Match Enrich Merge Cleanse Relate Model Discover Applications Business Partners E-Commerce Site Data Consumers Customer data Product data
  10. 10. 11 © Informatica. Proprietary and Confidential. Customer Data Enrichment Postal Address Verification + Geocoding Email Verification + Hygiene Phone Number Verification Creating an Intelligent 360 View: Great Contact Data
  11. 11. 12 © Informatica. Proprietary and Confidential. A few examples in practice….
  12. 12. 13 © Informatica. Proprietary and Confidential. • Multi-brand specialty retailer with brick-and-mortar, online, and mobile presence. • Incomplete views of customers restricted omni- channel and digital marketing efforts. • Flexible access to customer, channel, household, and purchase data improved marketing effectiveness. • Delivered higher ROI on marketing programs through personalization. Personalizing the Shopping Experience
  13. 13. 14 © Informatica. Proprietary and Confidential. • Multinational consumer goods company with over 400 brands. • Provide rich, consistent online product information and customer experience to drive offline sales. • Enriched omni-channel experience with data consistency, accuracy, and governance. • Improved search performance and operational efficiency accelerating time to market. Enriching the Omni-channel Experience
  14. 14. Data makes possible what never existed before
  15. 15. 16 © Informatica. Proprietary and Confidential. Thank You! Questions? Come see us in Booth #1933 We’d enjoy hearing about how you will intelligently disrupt your market!

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