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REDEFINING CUSTOMER ANALYTICS
IN A DIGITAL WORLD
M A R C H 2 0 1 4
THERE HAS TO BE A BETTER WAY….BUT EVERYONE ACCEPTS “THE GOLDEN RULE”
DATA
TOOLS (ETL)
DATA
WAREHOUSE
MODELING
& BI STEP
DA...
WHAT IS THE FUNDAMENTAL ISSUE THAT HAS TO BE ADDRESSED?
Applications
• Data itself needs to be managed
differently at the ...
IMAGINE IF THIS APPROACH WAS APPLIED TO A GLOBAL RETAIL BANK
• What would this mean
to the business?
• How would this impa...
CAPTURING THE DATA WITHOUT MODIFYING ANY APPLICATIONS
• The end-user initiates a transaction.
• Each transaction is unique...
FURTHER WORK IS REQUIRED
Example (for discussion purposes) - Record 1
Business Unit Retail Investments
Channel Type Web
Cu...
THIS CAN BE DONE.
CASE STUDY: LARGE NORTH AMERICAN UTILITY
Install software & design analytics
Capture & store 100% of tra...
optier.com
WHY IS THIS IMPORTANT?
Faster Business
Results
Reduced IT
Risks
Reduced
Costs
OPTIER’S LEGACY
ACT
Founded 2003 Lead end-to-end performance
management software industry
Patented ACT technology
DNA for ...
THE OPTIER 8-WEEK ANALYTICS CHALLENGE
In just 8 weeks, OpTier can provide you with a detailed record of every customer
int...
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REDEFINING CUSTOMER ANALYTICS IN A DIGITAL WORLD (OpTier - Chicago Summit)

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REDEFINING CUSTOMER ANALYTICS IN A DIGITAL WORLD (OpTier - Chicago Summit)

  1. 1. optier.com REDEFINING CUSTOMER ANALYTICS IN A DIGITAL WORLD M A R C H 2 0 1 4
  2. 2. THERE HAS TO BE A BETTER WAY….BUT EVERYONE ACCEPTS “THE GOLDEN RULE” DATA TOOLS (ETL) DATA WAREHOUSE MODELING & BI STEP DATA WAREHOUSE Applications
  3. 3. WHAT IS THE FUNDAMENTAL ISSUE THAT HAS TO BE ADDRESSED? Applications • Data itself needs to be managed differently at the start of the process. • Applications today save/explode the data associated with a “customer event” all over the data center. • What is required is a single record for each “customer event” that contains all the relevant data associated with that interaction.
  4. 4. IMAGINE IF THIS APPROACH WAS APPLIED TO A GLOBAL RETAIL BANK • What would this mean to the business? • How would this impact IT? • What would be the impact to the overall cost of delivery? Banking Borrowing Investing Insurance Business Units Real-time view of customer interactions across all digital touch-points
  5. 5. CAPTURING THE DATA WITHOUT MODIFYING ANY APPLICATIONS • The end-user initiates a transaction. • Each transaction is uniquely tagged with a “bar-code.” • The “bar-code” is monitored and used to capture data across each tier of technology. • 100% of customer event transactions are created and housed in a big data store. • Transactions are stored in their “raw” state.
  6. 6. FURTHER WORK IS REQUIRED Example (for discussion purposes) - Record 1 Business Unit Retail Investments Channel Type Web Customer Number 135-79-2468 Customer Name John Smith Customer Type Diamond Date/ Time 3/1/2015 9:00 Transaction Type Fund Transfer Account From Investment Account Amount $1,000,000 Transfer To Fidelity How Many Times Has This Occurred in Last 90 Days? 3 What other services does the customer use? Mortgage, Credit Cards, Retail Banking Current Weather Heavy Snowstorms Dashboards R E A L - T I M E STEP 1 Initial Data Capture STEP 2 Data Cleansing STEP 3 Augmentation System Alerts Third Party Visualization Tools
  7. 7. THIS CAN BE DONE. CASE STUDY: LARGE NORTH AMERICAN UTILITY Install software & design analytics Capture & store 100% of transactions in real-time Work with tool to “cleanse” transactions Finalize analytics design and rules WEEK 6 Produce real-time, interactive dashboards WEEK 1 WEEK 2-3 WEEK 4 WEEK 5 • Real-time view of customer activity across all digital touch-points • Real-time dashboards illustrate customer behavior’s impact to satisfaction • Individual customer activity records relayed to call centers with past 24 hours of cross-channel activity
  8. 8. optier.com WHY IS THIS IMPORTANT? Faster Business Results Reduced IT Risks Reduced Costs
  9. 9. OPTIER’S LEGACY ACT Founded 2003 Lead end-to-end performance management software industry Patented ACT technology DNA for Analytics • 8 of 15 of the world’s largest banks. • 4 of 6 of the world’s largest telecommunication companies. • 2 of 5 of the world’s largest credit card companies. • 2 of 10 of the largest U.S. insurance companies.
  10. 10. THE OPTIER 8-WEEK ANALYTICS CHALLENGE In just 8 weeks, OpTier can provide you with a detailed record of every customer interaction across 2 business units analyzed to address a specific business problem. Email challenge@optier.com to determine if your company qualifies.

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