Delivering The Complete Customer View:
Today’s Table Stakes
#mongodbretail
Director, Business Development, Infusion
Direct...
“It’s not information overload.
It’s filter failure.”
- Clay Shirky, author, teacher, consultant
Presenters
Rebecca Bucnis
Global Business Architect
- Business Strategy
- Former Retailer
rebecca.bucnis@mongodb.com
Edoua...
Agenda
Introduction
Why Infusion & MongoDB
The 4 Imperatives
The Differentiators
Customer Successes
Q&A
Infusion & MongoDB Together
Technology/
Infrastructure
Brand
(the
experience)
People/
Processes
Consumer Business is evolv...
Consumer driving Digital Experience
Retail: Your chance to drive…
xx
Retail: …or at least,
create some roads to follow
xx
1.  Know the Consumer = Consumer 360°
Theme: Understand customer and personas
Challenge: Device proliferation, legacy silo...
1.  Know the Consumer = Consumer 360°
4 Imperatives for the Digital Consumer
2. Be Relevant and Pertinent:
Real-time Content with relevant messaging
Theme: Every customer is unique
Challenges: Varied...
3. Be available for the Consumer:
Time, Space & Geo-Aware Selling = Mobility
Digital Consumer Apps Knowledgeable Associate...
4. Social Selling Experience = Entertainment & Trust
Theme: “The Brand is a Platform”
Challenge: Capture & Share appropria...
Then
Brand push Customer on demand
Drive to Location Always & Mobility
Weekly Ads Personalized Info
Company Info Social fe...
MongoDB Strategic Advantages
Horizontally Scalable
-Sharding
Agile
Flexible
High Performance &
Strong Consistency
Applicat...
Documents let you build your data to fit
your application
Relational MongoDB
{ !customer_id : 1,!
!name : "Mark Smith",!
!...
Notions
RDBMS MongoDB
Database Database
Table Collection
Row Document
Column Field
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other:...
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other:...
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other:...
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other:...
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other:...
{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other:...
• A multi-channel, multi-
service telecomm
provider
• Desire to better service
them from a customer
insight perspective
• ...
• A social platform
• Provides social and
geographic context to
people
• Entertaining them and
rewarding them for
business...
•  Retail Insurance
•  150 years of history and policy data,
70+ source systems
•  Unable to consolidate view of
customer ...
Selling the Idea
• 2 week “Vision Prototype”
• Supported with marketing
material (designed to go
viral) in order to drive
...
Dramatic Productivity Enhancements
How to start –
Adapt, don’t abandon your process...
Drive Consumer Digital Strategy
1.  Know your customer
2.  Be relevant and pertinent
3.  Be available for your customer
4....
Questions?
Resources
White Paper: Big Data: Examples and
Guidelines for the Enterprise Decision Maker
http://www.mongodb.com/lp/
whit...
Join us again!
Webinar #3:
“Mobility: It’s Time to be Available”
When:
Wednesday, May 15
Link:
www.mongodb.com/webinar
Thank You!
@rebeccabucnis @infusiontweets @edouardss
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Webinar: Delivering the Complete Customer View - Today’s Table Stakes by Infusion & MongoDB

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The era of seamless selling has arrived and the customer is in the center of this universe. Driven by round-the-clock commerce, innovative Internet retailing and consumer digital technologies, customers today have high expectations of businesses. Yet systems to support seamless selling are highly specified, often inflexible and may appear to ‘lock’ your critical data. Holding inherent and great value, legacy capabilities may have troubles keeping up with the demands of modern applications and today’s consumers.

In order to meet these demands, MongoDB and Infusion come together to deliver game-changing results. MongoDB, with game-changing technology, provides enablers that help free your systems’ information to share across the enterprise. Infusion, with innovative solutions from strategy to activation around the visionary customer experience, more and more customers are turning to us to provide a complete view of the consumer.

Join us for the webinar to learn about how more and more companies are delivering digital table stakes to their customers. The webinar will discuss case studies such as how:

A large European telecommunications is unlocking subscriber data
A global insurance firm enables selling agents to have the latest information about their customers and just how quickly they achieved this
Foursquare, the social platform, captures not only customer information but connects it to their personal social shared information, such as ratings, location and feedback in real time

Rebecca Bucnis, Global Business Architect, Edouard Servan-Schreiber, Director of Solution Architecture, in their second webinar on Enabling Omni-Channel Capabilities, joined by Stephen Eyre, Director of Business Development at Infusion, will share the business view as well as the specific technology capabilities for Completing the Customer View.

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Webinar: Delivering the Complete Customer View - Today’s Table Stakes by Infusion & MongoDB

  1. 1. Delivering The Complete Customer View: Today’s Table Stakes #mongodbretail Director, Business Development, Infusion Director, Solution Architecture, MongoDB Edouard Servan-Schreiber Stephen Eyre Global Business Architect, MongoDB Rebecca Bucnis
  2. 2. “It’s not information overload. It’s filter failure.” - Clay Shirky, author, teacher, consultant
  3. 3. Presenters Rebecca Bucnis Global Business Architect - Business Strategy - Former Retailer rebecca.bucnis@mongodb.com Edouard Servan-Schreiber Director, Solution Architecture - Delivery of Solutions, Pre-Sales -  North America, APAC -  edouard@mongodb.com @rebeccabucnis @infusiontweets @edouardss Stephen Eyre Director, Business Development -  Delivering Consumer Experience -  Europe -  Seyre@infusion.com
  4. 4. Agenda Introduction Why Infusion & MongoDB The 4 Imperatives The Differentiators Customer Successes Q&A
  5. 5. Infusion & MongoDB Together Technology/ Infrastructure Brand (the experience) People/ Processes Consumer Business is evolving across dimensions
  6. 6. Consumer driving Digital Experience
  7. 7. Retail: Your chance to drive… xx
  8. 8. Retail: …or at least, create some roads to follow xx
  9. 9. 1.  Know the Consumer = Consumer 360° Theme: Understand customer and personas Challenge: Device proliferation, legacy silo systems MongoDB Examples: Pearson Intl, Otto, Bouygues Telecom 4 Imperatives for the Digital Consumer
  10. 10. 1.  Know the Consumer = Consumer 360° 4 Imperatives for the Digital Consumer
  11. 11. 2. Be Relevant and Pertinent: Real-time Content with relevant messaging Theme: Every customer is unique Challenges: Varied content, insufficient access to analytics MongoDB Examples: Otto, Craigslist, Retail Industry 4 Imperatives for the Digital Consumer
  12. 12. 3. Be available for the Consumer: Time, Space & Geo-Aware Selling = Mobility Digital Consumer Apps Knowledgeable Associates Theme: Relevance and convenience Challenge: Information availability & expectations Examples: Retail giants, Retail Banks, European Bank 4 Imperatives for the Digital Consumer
  13. 13. 4. Social Selling Experience = Entertainment & Trust Theme: “The Brand is a Platform” Challenge: Capture & Share appropriate details MongoDB Examples: Foursquare, eBay, European Bank 4 Imperatives for the Digital Consumer
  14. 14. Then Brand push Customer on demand Drive to Location Always & Mobility Weekly Ads Personalized Info Company Info Social feedback Now Enabling agile delivery of seamless interactions & selling
  15. 15. MongoDB Strategic Advantages Horizontally Scalable -Sharding Agile Flexible High Performance & Strong Consistency Application" Highly Available -Replica Sets { customer: “roger”, date: new Date(), comment: “Spirited Away”, tags: [“Tezuka”, “Manga”]}
  16. 16. Documents let you build your data to fit your application Relational MongoDB { !customer_id : 1,! !name : "Mark Smith",! !city : "San Francisco",! !orders: [ !{! ! !order_number : 13,! ! !store_id : 10,! ! !date: “2014-01-03”,! ! !products: [! ! ! !{SKU: 24578234,! ! ! ! Qty: 3,! ! ! ! Unit_price: 350},! ! ! !{SKU: 98762345,! ! ! ! Qty: 1,! ! ! ! Unit_Price: 110}! ! ! !]! ! !},! ! !{ <...> }! !]! }! CustomerID   First  Name   Last  Name   City   0   John   Doe   New  York   1   Mark   Smith   San  Francisco   2   Jay   Black   Newark   3   Meagan   White   London   4   Edward   Danields   Boston   Order  Number   Store  ID    Product   Customer  ID   10   100   Tablet   0   11   101   Smartphone   0   12   101   Dishwasher   0   13   200   Sofa   1   14   200   Coffee  table   1   15   201   Suit   2  
  17. 17. Notions RDBMS MongoDB Database Database Table Collection Row Document Column Field
  18. 18. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: dwight@mongodb.com, ! ! other: [dwight.merriman@mongodb.com, dwight@10gen.com]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema
  19. 19. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: dwight@mongodb.com, ! ! other: [dwight.merriman@mongodb.com, dwight@10gen.com]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Key for the document
  20. 20. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: dwight@mongodb.com, ! ! other: [dwight.merriman@mongodb.com, dwight@10gen.com]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Contact Information
  21. 21. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: dwight@mongodb.com, ! ! other: [dwight.merriman@mongodb.com, dwight@10gen.com]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Activity and Purchases
  22. 22. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: dwight@mongodb.com, ! ! other: [dwight.merriman@mongodb.com, dwight@10gen.com]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Analytic Scores
  23. 23. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: dwight@mongodb.com, ! ! other: [dwight.merriman@mongodb.com, dwight@10gen.com]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Geolocation
  24. 24. • A multi-channel, multi- service telecomm provider • Desire to better service them from a customer insight perspective • Previously unable to create a total view • Super-set view of customer with MongoDB Customer Examples
  25. 25. • A social platform • Provides social and geographic context to people • Entertaining them and rewarding them for business • Manage check-ins and capture & distribute content with MongoDB Customer Examples
  26. 26. •  Retail Insurance •  150 years of history and policy data, 70+ source systems •  Unable to consolidate view of customer over multiple years •  Created “The Wall” for 360° view of customer Customer Examples
  27. 27. Selling the Idea • 2 week “Vision Prototype” • Supported with marketing material (designed to go viral) in order to drive further buy-in • Produced commitment from the business to deploy ASAP Our Approach: GO FAST Delivering the App. • Highly collaborative • 70+ person project team • 5 team members from Infusion • 90 days
  28. 28. Dramatic Productivity Enhancements
  29. 29. How to start – Adapt, don’t abandon your process...
  30. 30. Drive Consumer Digital Strategy 1.  Know your customer 2.  Be relevant and pertinent 3.  Be available for your customer 4.  Create the social selling experience 5.  Move forward swiftly with trustworthy strategy & platform
  31. 31. Questions?
  32. 32. Resources White Paper: Big Data: Examples and Guidelines for the Enterprise Decision Maker http://www.mongodb.com/lp/ whitepaper/big-data-nosql Recorded Webinar Series: Thrive with Big Data http://www.mongodb.com/lp/ big-data-series Recorded Webinar: What’s New with MongoDB Hadoop Integration http://www.mongodb.com/ presentations/webinar-whats- new-mongodb-hadoop- integration Recorded Webinar: Omni-Channel Retailing One Step at a Time http://www.mongodb.com/ presentations/webinar-omni- channel-retailing White Paper: Bringing Online Big Data to BI & Analytics http://info.mongodb.com/rs/ mongodb/images/ MongoDB_BI_Analytics.pdf All things Infusion www.infusion.com Resource Location
  33. 33. Join us again! Webinar #3: “Mobility: It’s Time to be Available” When: Wednesday, May 15 Link: www.mongodb.com/webinar
  34. 34. Thank You! @rebeccabucnis @infusiontweets @edouardss

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