Real time customer experience for todays right now economy

1. Real-Time CX
for Today’s Right-Now Economy
Andrew Lampitt - Sr. Director, Product Marketing
Iain Finlayson - Solutions Engineering Manager

2. Agenda
● Capgemini and DataStax alliance
● DataStax introduction
● How DataStax helps
● CX use cases
● CX architecture
● Customer examples
● Summary / conclusion
2

3. Capgemini and DataStax Alliance
3
Capgemini Insights and Data Group
• “Delivering Insights at the Point of Action”
– Helping organizations drive
valuable, actionable insights from
internal & external data:
• By combining
– Technology excellence
– Data science
– Business + industry expertise
Data Platform for today’s “Right-
Now” Economy
• Delivers contextual customer view
in real-time
• Operationalizes customer data for
instant insights and actions
• Guarantees 100% uptime
• Allows global data access
Delivering real-time CX for today’s right-now economy

4. Let’s take
a moment
Your business interacts with people,
processes and things all the time
© 2017 DataStax, All Rights Reserved. Company Confidential

5. DataStax provides data management
for cloud applications.
© 2017 DataStax, All Rights Reserved. Company Confidential

6. CONTEXTUAL
Globally distributed, real-time cloud
applications must meet expectations.
ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME
© 2017 DataStax, All Rights Reserved. Company Confidential

7. C720 example: major British bank
• Profile: Revenues in excess of £25B a year
• Challenge: Poor CX, lacking consolidated view of client
• Goals: increase customer retention, increase the bank’s
reputation.
• Results:
• Improve efficiency
• Decreases fraud
Using C720 as the foundation for Customer Experience
7

8. © 2017 DataStax, All Rights Reserved.
Customer Expectations Have Changed
They Want Services
Relevant to me
Available always
Instantly responsive
Accessible wherever I am
Whenever I need it

9. 9
Your CX Journey Starts Here
Attain a real-time, 360-degree, contextualized customer view
Customer Profile
Name, Age, Gender, Education,
Occupation, Address ….
Relationships
Household, Social, Organization,
Places, Memberships …
Activities
Transaction, Service, Engagement,
Social Media, Marketing …
Real-time Customer Insights
RFM, Profitability, Retention, Satisfaction,
Loyalty, Risks, Lifetime Value, Share of Wallet …
Static
customer
view
Real-time
Customer
360 view

10. C360 as the foundation for real-time insight and CX apps
10
REAL-TIME
CUSTOMER
360
Real-time Insights:
Monitoring, Reporting
Real-time CX Apps
Real-time opportunity
& risk identification
Real-time customer
activity tracking
Real-time
personalization app
Real-time
recommendation app
Real-time fraud detection
& prevention app
→
→
→
→
→

11. Point of Sale
Systems
Real-time, Contextual Data
at Scale for Apps?
© DataStax, All Rights Reserved.11
Customer
Sentiment
& Satisfaction
Systems
Social Media
Engagement
Systems of Record
Legacy Systems
Systems of Engagement
Payment &
Processing
Systems
Internet of
Things

12. Point of Sale
Systems
The Operational Data Platform
Poised for Innovation,
Unshackled from Legacy
© DataStax, All Rights Reserved.12
Customer
Sentiment
& Satisfaction
Systems
Social Media
Engagement
Systems of Record
Legacy Systems
Systems of Engagement
Payment &
Processing
Systems
Internet of
Things
CONTEXTUAL ALWAYS-ON REAL-TIME DISTRIBUTED SCALABLE
+ + + +
Individualization Always Instant Global Continuous

13. Banking Customer Stories
13

14. Capital One
• Capital One uses DSE to drive their Auto Navigator consumer app
• Achieving a Customer 360 view of the customer, can serve real-time
personalization for car financing at a scale of over 12 million new
transactions per day using real-time data correlated to over 18 billion
historical transactions.
• Result: grow beyond the existing business (credit cards)
• Next steps: drive customer loyalty with app, increase retention
THE CHALLENGE:
“If you look at the current car buying process,
the process is very complex, it’s confusing and it
is opaque ...”
- Ray Bajaj
Head of architecture, shared services, and
garage engineering at Capital One
14

15. Macquarie
• Macquarie uses DataStax to drive their customer experience initiatives
• Their world-class consumer banking application utilizes real-time analytics and full text search
• Customers now gain better insight into how they spent their money and where
THE CHALLENGE: Drive digital transformation initiatives to
enhance customer experience
15

16. TCF Bank
• $21B in total assets
• 339 branches nationwide providing retail & commercial banking services
• Omnichannel and Customer 360 digital strategy
• TCF Bank Selects DataStax for Digital Transformation Initiative
THE CHALLENGE: Attract a new customer segment (
millennials) and improve customer
loyalty.
1
6

17. © 2017 DataStax, All Rights Reserved. Company Confidential
Data management for globally
distributed, real-time applications

18. Summary and next steps
Summary
• Your CX program relies on real-time CX
• An always-on data platform is the foundation for CX
• The world’s leading brands rely on DataStax and Capgemini
Next steps
• Visit www.datastax.com/CXexec for more resources on CX
• Consult with DataStax and Capgemini experts
for C360 and/or Real-time Personalization project
18

19. Question & Answers
19

20. Corporate and CX Overviews
20

21. © 2017 DataStax, All Rights Reserved. Company Confidential
Data management for globally
distributed, real-time applications

22. DataStax Enterprise: the CX data foundation
© DataStax, All Rights Reserved.
CX INITIATIVE
GOALS
• Mitigate risk
• Innovate
• Accelerate CX
CX DATA PLATFORM
KEY
CHARACTERISTICS
• Always-on
• Effortlessly scales
• Guaranteed global
data access
• Deliver contextual,
actionable, real-
time insights
HANDLES CX KEY
REQUIREMENTS
• Delivers complete,
contextual
customer view
• Real-time insights
and actions
• Captures dynamic,
changing customer
data
• Data governance
enabled
• Integrated security
EASILY TAILORED
FOR CX
KEY USE CASES
• C720 / C360
• Real-time
personalization
and
recommendation
• Fraud detection