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Using Big Data to Transform Your Customer’s Experience - Part 1

3 Things to Learn About:

-How the Customer Insights Solution helped
- How customer insights can improve customer loyalty, reduce customer churn, and increase upsell opportunities
- Which real-world use cases are ideal for using big data analytics on customer data

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Using Big Data to Transform Your Customer’s Experience - Part 1

  1. 1. 1© Cloudera, Inc. All rights reserved. Using Big Data to Transform your Customer Experience - Panel Discussion
  2. 2. 2© Cloudera, Inc. All rights reserved. Survey Question #1 • What kind of customer data are you analyzing most? •Call Center •Clickstream data •Customer Satisfaction •Social Media •Phone home data •Transaction/Purchase Data •Other
  3. 3. 3© Cloudera, Inc. All rights reserved. Opening Presenters Mike Moreno Sr. Partner Marketing Manager, Cloudera Russ Cosentino Co-founder & VP, Channels, Zoomdata
  4. 4. 4© Cloudera, Inc. All rights reserved. Panelists Amr Awadallah – CTO Cloudera Before co-founding Cloudera in 2008, Amr was an Entrepreneur-in-Residence at Accel Partners. Prior to Accel he served as VP of Product Intelligence Engineering at Yahoo!, and ran one of the first organizations to use Hadoop for data analysis and business intelligence. Nick Halsey - CMO, Zoomdata Nick Halsey is the Chief Marketing Officer of Zoomdata. Nick has over 25 years of experience in the business intelligence market, in executive roles at Jaspersoft, Alphablox, Brio Software, and Apple. Jeremy Kayne - Chief Technology Officer, Bidtellect With over fifteen years of experience leading startup ventures, Jeremy oversees the success of Bidtellect’s technology as CTO. Nick Turner – Co Founder and CDA, Incited Previously the Enterprise Data Architect at Markerstudy Group, Nick designed their Enterprise Data Hub for which Markerstudy won three international awards. He is currently the cofounder and Chief Data Architect at Incited, a leading UK-based big data analytics consultancy.
  5. 5. 5© Cloudera, Inc. All rights reserved. Analytic Database More data of all types is being tapped for analytics, across environments Self-Service BI & Data Open up new possibilities for real-time insights as data changes Real-Time Analysis BI & analytics are critical but only tell part of the story. Get more value by sharing data across workloads Converged Workloads
  6. 6. 6© Cloudera, Inc. All rights reserved. Why Cloudera for Customer Insights? Acquire Customers & Increase Retention Reduce customer acquisition costs and increase customer loyalty and retention Improve Cross-sell, Upsell, Increase Loyalty Use Insights to server the right product and improve cross-sell, upsell Improve Customer Experience Use Insights to server the right product and improve cross-sell, upsell
  7. 7. 7© Cloudera, Inc. All rights reserved. Self-Service BI for Customer Insights • Self-Service Data Agility • Self-Service Exploratory Analytics • Cost-Effective Scalability with Users/Data • Productively Use Existing Tools and Skills Deep integration with:
  8. 8. Customer Insights - Delivers Enterprise Value Cloud or On-PremiseCloud or On-Premise Improve Customer Satisfaction Reduce Churn Targeted Campaign CSI/NPS Data Scores & Verbatims Periodic Updates Network/Log Data Large Volumes Real Time Social Media Multiple Sources Streaming Subscription Data Secure Periodic Updates Zoomdata ServerEnterprise Data Hub 24 365 7 Interactive Dashboards Big Data Broad Range Of Users ● Single Version of the Truth ● Analyze customer interactions & opinions ● Identify Important Customers ● Understand What Drives Churn
  9. 9. 9© Cloudera, Inc. All rights reserved. Problem: • Generating 20m/quotes per day • Daily reports in PDF format • Sampling limited analysis to 3% of the data Solution: • Launched Ratings Hub • Interactive reports • Access to 100% of the data Results: • Saved $7.5M via better fraud detection • Reduced customer churn by 50% DRIVE CUSTOMER INSIGHTS
  10. 10. 10© Cloudera, Inc. All rights reserved. DRIVE CUSTOMER INSIGHTS Problem: • Generating 10b/data points/day • Metamarkets sampled 2 weeks of data • Needed to support 6 months of data Solution: • Move from SaaS to in house • Initial phase streams 1B datapoints/day • 40 Node Cluster - 1 Zoomdata Server Results: • 70% Reduction in costs • Access to 6 months of data • Build dashboards in seconds
  11. 11. 11© Cloudera, Inc. All rights reserved. Survey Question #2 • Which customer solutions are you most interested in? •Customer 360 •Customer Churn Analysis •Recommendation Engine •Customer Acquisition •Other
  12. 12. 12© Cloudera, Inc. All rights reserved. Survey Question #3 • Where is most of your data to keep track of and analyze your customers? •Hadoop or Big Data •SaaS Solutions •CRM •RDBMS, Data Warehouse •Unstructured, NoSQL
  13. 13. 13© Cloudera, Inc. All rights reserved. Panel in Session-Post Your Questions Get more information at Contact us for a demo Register for next webinar Feb 1st EMAIL US TODAY
  14. 14. 14© Cloudera, Inc. All rights reserved. Thank you
  15. 15. 15© Cloudera, Inc. All rights reserved. Cloudera Enterprise Making Hadoop Fast, Easy, and Secure A new kind of data platform • One place for unlimited data • Unified, multi-framework data access Cloudera makes it • Fast for business • Easy to manage • Secure without compromise OPERATIONS DATA MANAGEMENT STRUCTURED UNSTRUCTURED PROCESS, ANALYZE, SERVE UNIFIED SERVICES RESOURCE MANAGEMENT SECURITY FILESYSTEM RELATIONAL NoSQL STORE INTEGRATE BATCH STREAM SQL SEARCH SDK Public Cloud Private Cloud Hybrid Environments Hybrid Deployment Flexibility
  16. 16. 16© Cloudera, Inc. All rights reserved. Drive Customer Insights: Experience Expectations Relevant in the moment to customer’s needs and expectations Consistent across all channels, brands, and devices Contextualized to present location and circumstances Personalized to reflect preferences and aspirations
  17. 17. 17© Cloudera, Inc. All rights reserved. Business Impact of Inefficient Products & Services Profits Higher profit margins from efficient processes Marketshare Increased marketshare & faster time to market Loyalty Improved Customer and employee loyalty Relevancy Offerings meeting customer expectations
  18. 18. 18© Cloudera, Inc. All rights reserved. Cloudera’s Analytic Database Solution Identify, offload, & optimize workloads to Hadoop Navigator Optimizer Intelligent SQL editor Hue Audit, lineage, encryption, key management, & policy lifecycles Navigator Integration with the leading BI tools BI Partners Interactive query engine for BI & SQL analytics Impala Large-scale ETL & batch processing engine Hive-on- Spark Multi-Storage, Multi-Environment