SlideShare a Scribd company logo
09th April 2022
07:30 PM IST
Ahmedabad MuleSoft Meetup
Improve Customer Experience with Business
Automation
https://meetups.mulesoft.com/
How MuleSoft Influences customer experience
Safe Harbor Statement
● We are not Representing any companies here.
● This presentation is strictly for learning purposes. The organizer/Presenter does not
hold any responsibility that the same solution will work for your business
requirements.
● This presentation is not meant for any promotional activities.
A recording link/slides of this meetup will be shared within 24 hours by email to
everyone.
Questions can be submitted/asked at any time in the Questions & Answers chat-box.
Make it more Interactive!!!
Give us feedback! Rate this meetup session by filling feedback form at the end of the day.
We Love Feedback as it helps us to improve the sessions.
Housekeeping
4
● Anurag Sharma : https://www.linkedin.com/in/anurag-sharma-59745b20/
● Shekh Muenuddeen: https://www.linkedin.com/in/shekh-muenuddeen-4a317954/
Organizers :
Welcome Everyone in Today’s Meetup
• 9 Years of IT experience
• Integration Technical Lead
• MuleSoft Certified and ORACLE Certified Developer and
Architect
• MuleSoft Mentor, Delhi and Ahmedabad MuleSoft
meetup leader
• Active member of MuleSoft Helper Forum
• Mentoring and learning with talented Developers
• Owner of MuleSoft Station Group, you can join us on
Telegram and Instagram
Anurag Sharma (Technical Lead)
https://www.linkedin.com/in/anurag-sharma-59745b20/
Today’s Meetup Host:
https://t.me/mulesoftStation
6
● Solution Architect at Apisero
● MuleSoft Ambassador, Leader, and Forum
Moderator
● Certified MuleSoft Integration and Platform
Certificates
● 9+ years of Experience in Integration
Shekh Muenuddeen
https://www.linkedin.com/in/shekh-muenuddeen-4a317954/
Speaker
7
• Overall 11+ years of IT experience.
• MuleSoft Mentor
• Active MuleSoft Community Member
• https://www.linkedin.com/in/pooja-kamath-
engineer/
2
1. Customer Experience
2. What are the current challenges that affect
positive customer experience?
3. How can automation help solve these
problems?
4. How MuleSoft can help drive automation.
5. Summary
In this
Presentation
Overview
Customer Experience
It’s how a business engages with a customer at various touch points
Joshies adventures
4
Connected Customer experience – Current
Opportunities (challenges)
● Brand loyalty has disappeared
● Customers dictate how and when they interact with your
brands
● Faster service
● Curated options
● Connected buyer experience
● Continuity when moving across channels.
● multiple internal systems intersect to build a view of the
customer, but upkeep and ever-growing data repositories
make creating connected customer experiences a
challenge.
Customer Attributes
7
Customer 360
8
• Companies are being challenged to rethink how
to deliver the seamless digital experiences that
today’s customers now expect while future-
proofing their business for change.
• With increased customer expectations
stemming from new technologies, products, and
business models, delivering the great
experiences that meet those changing
expectations requires fundamental change.
Businesses across all industries are transforming
to meet rising demands
Bringing structured and
unstructured data together to
draw insights is key to connecting
with customers.
Data is at the core
of transformation
In this all digital, work from anywhere world, connecting to
customers in a meaningful way is more important than
ever. Businesses across industries must be able to adapt
to shifting market dynamics to deliver differentiated
experiences. To build truly connected experiences,
technology leaders must use data across the business to
drive key decisions and inspire, empower, and engage.
Connecting disparate and siloed sources to drive data-
driven insights will make or break a company’s ability to
innovate
Data is Asset
11
● Every business has data —
transformation starts with harnessing
value from data that already exists
● Insight driven businesses are
growing per forester
● This ability to draw insights requires
data across different systems.
● Digital Transformation happens
when you can bring data together
and draw insights.
32% of executives realize tangible
and measurable value from data,
according to Accenture.
in annual market share is
predicted to be taken by insight-
driven businesses from their less-
informed industry counterparts.
Requirements
12
Data needs to be:
● Accurate – Disparate systems lead to lack of clarity in data.
● Complete – Multiple touchpoints cause disconnected service.
● Timely – On-demand, proactive and personalized service.
● Consistent – Central governance is required to maintain security while continuing to innovate.
● Flexible – Hyper specialization makes it important to be flexible.
● Actionable – Competitive differentiator.
13
• Connectivity
• Real-time Delivery
• Balanced Governance
• Sensible Change Management
• Operational Alignment
Capabilities Needed
WHY APIS?
15
Productized and designed for ease of consumption.
Easily managed for security, scalability, and performance.
Discoverable and accessible through self-service.
API Reuse
16
Automation and Benefits
17
The potential benefits of business automation are endless. From increasing system security to driving
better customer experiences and improving quality of output resulting in reduced costs, automation
enables teams to be faster, more agile, and more productive. This means spending less time on
repetitive tasks — reducing human error — and spending more time on innovation.
Checklist to establish solid foundation for Automation
18
Composability - Automations and insights composed from reusable PBCs are easier to
access and repurpose
Central governance - to ensure that all application connectivity and automation is
consistent.
Full range of automation types – Apply same standards
Omni-persona support - Business users must be empowered to execute on automation
opportunities independent of an already-inundated IT backlog.
Neutrality - One of the fundamental principles of the composable enterprise is to ensure that
your PBCs are open to consumption by a variety of tools, thereby avoiding lock-in.
Characteristics Of A Composable Enterprise
19
Business processes are assembled byAPIs.
Organizational processes and data are opened to partners and customers viaAPIs.
Business users can create front-end applications and access data,on demand.
The architecture and infrastructure is highly scalable, capable of accommodating new workloads and requirements on
demand.
Technology solutions emerge not only from top-down vision,but from bottom-up capability
.
Security is baked throughout the entire infrastructure,in every composable building block.
How Anypoint Platform Fits in?
20
Accuracy Completeness Timeliness Consistency Actionability Flexibility
How does Anypoint Platform fit in
21
Use case - Sales Sync
23
• Enable a single view of your sales orders by simplifying connectivity between
ERP
, CRM, OMS,marketing and commerce systems
• Create and update sales orders across disparate systems.
• Simplify connectivity with pre-built APIs, connectors, and implementation
templates.
• This solution streamlines manual processes and eliminates duplication.
• Calculate the total lifetime value of a customer across multiple channels.
• Helps provide better service experiences.
Use Case Details
24
• The sales order sync achieves the following goals:
• Support the creation of sales orders across relevant applications,
inclusive of Salesforce Clouds, SAP, and a reference OMS (Apache OFBiz).
• Support the creation of Global ID and ID attribution.
• Orchestrate controlled updates across designated applications.
• Link sales orders with customers and products using global identifiers.
Solution Highlights
Q & A SESSION
TRIVIA QUIZ
Winners?
36
● Share:
○ Next Meetup will announce soon
○ https://meetups.mulesoft.com/ahmedabad/
● Feedback:
○ Tweet using the hashtag #MuleSoftMeetups
○ Fill out the survey feedback and suggest topics for upcoming events
○ Become a Feature Atendee of Ahmedabad Mulesoft Meetup Group -
https://meetups.mulesoft.com/ahmedabad/
○ Contact Organizers for any new topic suggestion
○ Contact MuleSoft at meetups@mulesoft.com for ways to improve the program
○ Invite your network to join: https://meetups.mulesoft.com/
What’s next?
37
● Anurag Sharma : https://www.linkedin.com/in/anurag-sharma-59745b20/
● Shekh Muenuddeen: https://www.linkedin.com/in/shekh-muenuddeen-4a317954/
Contac us
You can connect to us if you want to be Next Speaker
Ask anything to Join MuleSoft Community
Can Request to become a Featured Attendee of Ahmedabad MuleSoft Meetup
Introduce yourself or share any problems and innovative ideas
Networking time
Thank you
don’t forget to provide the
Feedback of this Meetup

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AhmedabadMeetup_CustomerExperience_v2.pptx

  • 1. 09th April 2022 07:30 PM IST Ahmedabad MuleSoft Meetup Improve Customer Experience with Business Automation https://meetups.mulesoft.com/ How MuleSoft Influences customer experience
  • 2. Safe Harbor Statement ● We are not Representing any companies here. ● This presentation is strictly for learning purposes. The organizer/Presenter does not hold any responsibility that the same solution will work for your business requirements. ● This presentation is not meant for any promotional activities.
  • 3. A recording link/slides of this meetup will be shared within 24 hours by email to everyone. Questions can be submitted/asked at any time in the Questions & Answers chat-box. Make it more Interactive!!! Give us feedback! Rate this meetup session by filling feedback form at the end of the day. We Love Feedback as it helps us to improve the sessions. Housekeeping
  • 4. 4 ● Anurag Sharma : https://www.linkedin.com/in/anurag-sharma-59745b20/ ● Shekh Muenuddeen: https://www.linkedin.com/in/shekh-muenuddeen-4a317954/ Organizers : Welcome Everyone in Today’s Meetup
  • 5. • 9 Years of IT experience • Integration Technical Lead • MuleSoft Certified and ORACLE Certified Developer and Architect • MuleSoft Mentor, Delhi and Ahmedabad MuleSoft meetup leader • Active member of MuleSoft Helper Forum • Mentoring and learning with talented Developers • Owner of MuleSoft Station Group, you can join us on Telegram and Instagram Anurag Sharma (Technical Lead) https://www.linkedin.com/in/anurag-sharma-59745b20/ Today’s Meetup Host: https://t.me/mulesoftStation
  • 6. 6 ● Solution Architect at Apisero ● MuleSoft Ambassador, Leader, and Forum Moderator ● Certified MuleSoft Integration and Platform Certificates ● 9+ years of Experience in Integration Shekh Muenuddeen https://www.linkedin.com/in/shekh-muenuddeen-4a317954/
  • 7. Speaker 7 • Overall 11+ years of IT experience. • MuleSoft Mentor • Active MuleSoft Community Member • https://www.linkedin.com/in/pooja-kamath- engineer/
  • 8. 2 1. Customer Experience 2. What are the current challenges that affect positive customer experience? 3. How can automation help solve these problems? 4. How MuleSoft can help drive automation. 5. Summary In this Presentation Overview
  • 9. Customer Experience It’s how a business engages with a customer at various touch points
  • 11. Connected Customer experience – Current Opportunities (challenges) ● Brand loyalty has disappeared ● Customers dictate how and when they interact with your brands ● Faster service ● Curated options ● Connected buyer experience ● Continuity when moving across channels. ● multiple internal systems intersect to build a view of the customer, but upkeep and ever-growing data repositories make creating connected customer experiences a challenge.
  • 14. 8 • Companies are being challenged to rethink how to deliver the seamless digital experiences that today’s customers now expect while future- proofing their business for change. • With increased customer expectations stemming from new technologies, products, and business models, delivering the great experiences that meet those changing expectations requires fundamental change. Businesses across all industries are transforming to meet rising demands
  • 15. Bringing structured and unstructured data together to draw insights is key to connecting with customers.
  • 16. Data is at the core of transformation In this all digital, work from anywhere world, connecting to customers in a meaningful way is more important than ever. Businesses across industries must be able to adapt to shifting market dynamics to deliver differentiated experiences. To build truly connected experiences, technology leaders must use data across the business to drive key decisions and inspire, empower, and engage. Connecting disparate and siloed sources to drive data- driven insights will make or break a company’s ability to innovate
  • 17. Data is Asset 11 ● Every business has data — transformation starts with harnessing value from data that already exists ● Insight driven businesses are growing per forester ● This ability to draw insights requires data across different systems. ● Digital Transformation happens when you can bring data together and draw insights. 32% of executives realize tangible and measurable value from data, according to Accenture. in annual market share is predicted to be taken by insight- driven businesses from their less- informed industry counterparts.
  • 18. Requirements 12 Data needs to be: ● Accurate – Disparate systems lead to lack of clarity in data. ● Complete – Multiple touchpoints cause disconnected service. ● Timely – On-demand, proactive and personalized service. ● Consistent – Central governance is required to maintain security while continuing to innovate. ● Flexible – Hyper specialization makes it important to be flexible. ● Actionable – Competitive differentiator.
  • 19. 13 • Connectivity • Real-time Delivery • Balanced Governance • Sensible Change Management • Operational Alignment Capabilities Needed
  • 20.
  • 21. WHY APIS? 15 Productized and designed for ease of consumption. Easily managed for security, scalability, and performance. Discoverable and accessible through self-service.
  • 23. Automation and Benefits 17 The potential benefits of business automation are endless. From increasing system security to driving better customer experiences and improving quality of output resulting in reduced costs, automation enables teams to be faster, more agile, and more productive. This means spending less time on repetitive tasks — reducing human error — and spending more time on innovation.
  • 24. Checklist to establish solid foundation for Automation 18 Composability - Automations and insights composed from reusable PBCs are easier to access and repurpose Central governance - to ensure that all application connectivity and automation is consistent. Full range of automation types – Apply same standards Omni-persona support - Business users must be empowered to execute on automation opportunities independent of an already-inundated IT backlog. Neutrality - One of the fundamental principles of the composable enterprise is to ensure that your PBCs are open to consumption by a variety of tools, thereby avoiding lock-in.
  • 25. Characteristics Of A Composable Enterprise 19 Business processes are assembled byAPIs. Organizational processes and data are opened to partners and customers viaAPIs. Business users can create front-end applications and access data,on demand. The architecture and infrastructure is highly scalable, capable of accommodating new workloads and requirements on demand. Technology solutions emerge not only from top-down vision,but from bottom-up capability . Security is baked throughout the entire infrastructure,in every composable building block.
  • 26. How Anypoint Platform Fits in? 20 Accuracy Completeness Timeliness Consistency Actionability Flexibility
  • 27. How does Anypoint Platform fit in 21
  • 28. Use case - Sales Sync
  • 29. 23 • Enable a single view of your sales orders by simplifying connectivity between ERP , CRM, OMS,marketing and commerce systems • Create and update sales orders across disparate systems. • Simplify connectivity with pre-built APIs, connectors, and implementation templates. • This solution streamlines manual processes and eliminates duplication. • Calculate the total lifetime value of a customer across multiple channels. • Helps provide better service experiences. Use Case Details
  • 30. 24 • The sales order sync achieves the following goals: • Support the creation of sales orders across relevant applications, inclusive of Salesforce Clouds, SAP, and a reference OMS (Apache OFBiz). • Support the creation of Global ID and ID attribution. • Orchestrate controlled updates across designated applications. • Link sales orders with customers and products using global identifiers. Solution Highlights
  • 31.
  • 32.
  • 33. Q & A SESSION
  • 36. 36 ● Share: ○ Next Meetup will announce soon ○ https://meetups.mulesoft.com/ahmedabad/ ● Feedback: ○ Tweet using the hashtag #MuleSoftMeetups ○ Fill out the survey feedback and suggest topics for upcoming events ○ Become a Feature Atendee of Ahmedabad Mulesoft Meetup Group - https://meetups.mulesoft.com/ahmedabad/ ○ Contact Organizers for any new topic suggestion ○ Contact MuleSoft at meetups@mulesoft.com for ways to improve the program ○ Invite your network to join: https://meetups.mulesoft.com/ What’s next?
  • 37. 37 ● Anurag Sharma : https://www.linkedin.com/in/anurag-sharma-59745b20/ ● Shekh Muenuddeen: https://www.linkedin.com/in/shekh-muenuddeen-4a317954/ Contac us You can connect to us if you want to be Next Speaker Ask anything to Join MuleSoft Community Can Request to become a Featured Attendee of Ahmedabad MuleSoft Meetup
  • 38. Introduce yourself or share any problems and innovative ideas Networking time
  • 39. Thank you don’t forget to provide the Feedback of this Meetup