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WSO2Con EU 2016: Keynote - Want to Improve Customer Experience? Analytics Can Help You!


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Over the past decade, companies have tapped into big data to understand their customers behavior, but the time has come to go a step further: what if you could adapt to each customer and offer them a personalized experience, based on their historic behavior, mood or geo location? Join us to hear about businesses who have transformed their customer’s relationship by leveraging their existing data but also real-time information and to learn about WSO2’s strategy to accompany you as you embark on this journey.

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WSO2Con EU 2016: Keynote - Want to Improve Customer Experience? Analytics Can Help You!

  1. 1. VP, Product Strategy Isabelle Mauny Leveraging Analy2cs to Improve Customer Experience
  2. 2. Customer Experience Defined “Customer experience (CX) is the product of an interac2on between an organiza2on and a customer over the dura:on of their rela2onship.” 2
  3. 3. 3 “The customer experience is the next competitive battleground.” Jerry Gregoire (Former CIO Dell/PepsiCo)
  4. 4. 4 Your customers want to have a social, personalized experience. We are in the :me of ME!
  5. 5. 5 TRAVELLING 5
  7. 7. 7 RETAIL 7
  8. 8. What do all those scenarios have in common ? 8 You need to know the customer profile, e.g. historical data, to take a decision You need to understand the context in which the customer evolves You need to be able to react in real :me to certain condi:ons or paGerns
  9. 9. 9 Image Credit: Does this mean I need BigData ??? 9
  10. 10. 10 Open APIs Databases Apps Mail Logs Social networks Every industry has plenty of data! IoT Devices </API/>
  11. 11. 11 Analyse Data at Rest BATCH ANALYTICS Analyse Data in Real time STREAMING ANALYTICS Predict Behaviour PREDICTIVE ANALYTICS Business Intelligence
  12. 12. Real-2me Analy2cs • Ac:ng on flowing (or perishable) data • Temporal and logical paGerns • Can detect the non-occurrence of events • Can use historical data and real :me data to take decisions • Scales to 100.000 events/sec and more. 12
  13. 13. IoT provides context! 13 Images Credits:,,
  14. 14. Predic2ve Analy2cs 14 Image Credit: • Uses historical data, sta:s:cal algorithms and machine learning approaches to predict behaviour and detect trends, for example: • Recommenda:on Engine • Classifica:on • Anomaly Detec:on • Creates a model that can be applied to new data. • Will most likely require the skills of a data scien:st
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  17. 17. Analy2cs: Innova2on is in Open Source! 17
  18. 18. 18 WSO2 Analy2cs PlaWorm
  19. 19. Thank You! #WSO2ConEU Share your feedback for this session