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Leverage Customer Data to Deliver a Personalized Digital Experience

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Extreme volumes of consumer data such as interests, behavioral patterns, and purchases are created each day across a variety of applications and devices. Companies must analyze these patterns and interactions to create a total view of their customer that incorporates more than simple demographics. This complete picture of the customer enables companies to provide personalized consumer experiences, meet the increasing demands of the marketplace, and ultimately prevent customer attrition.

Creating a personalized customer experience involves intuitive integration of all available data sources, prescribing the proper action through analytics and automatically tailoring the action through high-speed complex event processing. Many refer to this process as creating a 360-degree view of the customer, and achieving it requires a unified and comprehensive information governance strategy. Architecture, process, and skill sets must be aligned to achieve the responsiveness and accuracy that is required to meet customer expectations.

Our webinar covered:

-How to address the demands of the “Me” generation
-Pragmatic solutions and architecture approaches to the challenges of Big Data in motion and at rest
-The role of Big Data, analytics, events processing, and information management in personalized consumer interactions
-When, where, and how to process Big Data, and the issues surrounding the nebulous digital space

Published in: Technology
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Leverage Customer Data to Deliver a Personalized Digital Experience

  1. 1. Leverage Customer Data to Deliver a Personalized Digital Experience facebook.com/perficient twitter.com/PRFT_Transformlinkedin.com/company/perficient #PerficientDigital
  2. 2. 2#PerficientDigital Perficient is a leading technology and management consulting firm serving Global 2000 and enterprise clients throughout North America. We deliver digital experience, business optimization and industry solutions that enable clients to improve productivity and competitiveness, strengthen relationships with customers, suppliers, and partners, and reduce costs. ABOUT PERFICIENT
  3. 3. 3#PerficientDigital PERFICIENT PROFILE Founded in 1997 Public, NASDAQ: PRFT 2014 revenue $456.7 million Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto Global delivery centers in China and India >2,600 colleagues Dedicated solution practices ~90% repeat business rate Alliance partnerships with major technology vendors Multiple vendor/industry technology and growth awards
  4. 4. 4#PerficientDigital PRESENTERS Bill Busch Enterprise Data Lead Bill.busch@Perficient.com @bigdata73
  5. 5. 5#PerficientDigital DISCUSSION ITEMS • Understand the role of analytics in a digital transformation • Understanding organizational maturity • Recognize the different types of analytical organizations • Understand the benefits of creating an analytics COE
  6. 6. Analytics & Digital Transformation
  7. 7. 7#PerficientDigital THE NEW DIGITAL ENVIRONMENT HAS COMPLEX ELEMENTS
  8. 8. 8#PerficientDigital KEY CXO-DRIVEN DIGITAL TRANSFORMATION INITIATIVES 1. Improve processes that expedite changes to digital properties, i.e. website updates new mobile or social platforms, etc. (80%) 2. Update website and eCommerce programs for a mobile world (71%) 3. Integrate social, mobile, web, eCommerce, service efforts and investments to deliver an integrated and frictionless customer experience (70%) 4. Update customer-facing technology systems (66%) 5. Further research into customer digital touch points (63%) 6. Overhaul customer service to meet the expectations of digital customers (46%) – The 2014 State of Digital Transformation, The Altimeter Group
  9. 9. 9#PerficientDigital DT INITIATIVES LEAD TO BIG QUESTIONS 1. Improve processes that expedite changes to digital properties, i.e. website updates new mobile or social platforms, etc. (80%) 2. Update website and ecommerce programs for a mobile world (71%) 3. Integrate social, mobile, web, ecommerce, service efforts and investments to deliver an integrated and frictionless customer experience (70%) 4. Updating customer-facing technology systems (66%) 5. Further research into customer digital touch points (63%) 6. Overhaul customer service to meet the expectations of digital customers (46%) – The 2014 State of Digital Transformation, The Altimeter Group Which processes and how do I improve? Which programs do my customers desire to have on their mobile device? Which programs do my customers desire to have on their mobile device? What systems should I prioritize first? What are my customers perceptions of their interactions with our company? What are my customers perceptions of their interactions with our company?
  10. 10. 10#PerficientDigital ANALYTICS ENABLES BETTER DT DECISION MAKING  Understand Your Customers  Prioritize DT Activities  Predict Customer Actions  Optimize Your Customer Experience  Automate Analytical Decision Making
  11. 11. 11#PerficientDigital BROAD-BASED ANALYTICS CAPABILITY IS REQUIRED FOR DT  Prioritize DT activities  Predict customer actions  Optimize your customer experience  Understand your customers  Automate optimal decision-making
  12. 12. 12#PerficientDigital ANALYTICS NECESSARY THROUGHOUT THE CUSTOMER JOURNEY
  13. 13. Analytics Maturity
  14. 14. 14#PerficientDigital TRANSFORMING THE DATA ENVIRONMENT Increase value attainment and business enablement Uncommitted IT drives the initial forays into Big Data and analytics with little business case support Engaged Active analytics and data initiatives with limited enterprise exposure Dynamic Business-aligned and driven analytics across the enterprise Differentiated Analytics and data capability is used to enable industry leadership 1 2 3 4 More in-depth review of analytics and digital data management maturity is available in our webinar Align Business Data & Analytics for Digital Transformation. Visit Perficient.com to watch the replay.
  15. 15. 15#PerficientDigital ANALYTICS CoE – BUSINESS AND IT HAVE DIFFERENT ROLES Drive utilization within business processes Increase Business Enablement Information Technology • Analytical skill development • Business analytical best Practices • Model management • Enable users to more easily find and access data • Create analytical workbenches • Automate model management Example ActivitiesRole Business Teams
  16. 16. 16#PerficientDigital ANALYTIC CoE ORGANIZATION MODELS Dispersed and Un-Coordinated Centralized Steering & Virtual CoE Steering Committee Standards and Best Practices Centralized Steering & CoE Steering Committee Standards and Best Practices CoE CoE Steering Committee Centralized Steering & Decentralized CoE CoE CoE CoE CoE
  17. 17. 17#PerficientDigital PATHS TO PERVASIVE ANALYTICS CoE Steering Committee CoE Steering Committee CoE Steering Committee CoE CoE CoECoE CoE Steering Committee CoE CoE CoE
  18. 18. 18#PerficientDigital • Stakeholder interviews • Primary research • Key customer journeys • Maturity and opportunity assessments Capability Insight 1 Future-State Formulation 2 Road Map and Rollout Planning 3 Execution and Optimization Develop actionable insights that frame the current and needed capabilities Identify needed capabilities and align to initiatives. Highlight gaps in people, governance and technology Prioritize initiatives based on effort and impact to guide implementation • Core initiatives definition and scoping • Future analytical state • Required governance and identify frameworks • COE charter • Road map and implementation plan • Identification of quick wins vs. long-term initiatives • Investment and resource analysis • Work stream planning • Change management planning HOW TO GET STARTED
  19. 19. 19#PerficientDigital QUESTIONS? Please submit your questions in the chat box
  20. 20. 2020#PerficientDigital FOLLOW US ONLINE • Perficient.com/SocialMedia • Facebook.com/Perficient • Twitter.com/PRFT_Transform • Blogs.perficient.com/digitaltransformation/ Registration Coming Soon… APIs & Dev Ops Accelerate Digital Transformation Thursday, Sept 17 | 1:00 PM CT
  21. 21. 21#PerficientDigital DOWNLOAD YOUR GUIDE TODAY Perficient.com > Thought Leadership > White Papers DIGITAL TRANSFORMATION PART TWO: HOW CUSTOMER EXPERIENCE DRIVES DIGITAL TRANSFORMATION

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