Real-time cx for today's right-now economy

1. Real-Time Customer Experience
for Today’s Right-Now Economy
Eunice Cardenas
Enterprise Sales Manager, DataStax
December 2017

2. Agenda
● Capgemini and DataStax alliance
● DataStax introduction
● How DataStax helps
● CX use cases
● CX architecture
● Customer examples
● Summary and next steps

3. Capgemini and DataStax Alliance
Capgemini Insights & Data Global Practice
• “Delivering insights at the point of action”
– Helping organizations drive valuable,
actionable insights from internal &
external data
• By combining
– Technology excellence
– Data science
– Business + industry expertise
Data platform for today’s “right-now” economy
• Delivers contextual customer view in real time
• Operationalizes customer data for instant
insights and actions
• Guarantees 100% uptime
• Allows global data access
Delivering real-time CX for today’s right-now economy

4. Let’s take
a moment
Your business interacts with people,
processes and things all the time
© 2017 DataStax, All Rights Reserved.

5. DataStax provides data management
for cloud applications.
© 2017 DataStax, All Rights Reserved.

6. CONTEXTUAL
Globally distributed, real-time cloud
applications must meet expectations.
ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME
© 2017 DataStax, All Rights Reserved.

7. © 2017 DataStax, All Rights Reserved.
Customer Expectations Have Changed
They Want Services
Relevant to me
Available always
Instantly responsive
Accessible wherever I am
Whenever I need it

8. Your CX Journey Starts Here
Attain a real-time, 360-degree, contextualized customer view
Customer Profile
Name, Age, Gender, Education,
Occupation, Address ….
Relationships
Household, Social, Organization,
Places, Memberships …
Activities
Transaction, Service, Engagement,
Social Media, Marketing …
Real-time Customer Insights
RFM, Profitability, Retention, Satisfaction,
Loyalty, Risks, Lifetime Value, Share of Wallet …
Static
customer
view
Real-time
Customer
360 view

9. C360 as the foundation for real-time insight and CX apps
REAL-TIME
CUSTOMER
360
Real-time Insights:
Monitoring, Reporting
Real-time CX Apps
Real-time opportunity
& risk identification
Real-time customer
activity tracking
Real-time
personalization app
Real-time
recommendation app
Real-time fraud detection
& prevention app
→
→
→
→
→

10. Point of Sale
Systems
Real-time, Contextual Data
at Scale for Apps?
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Customer
Sentiment
& Satisfaction
Systems
Social Media
Engagement
Systems of Record
Legacy Systems
Systems of Engagement
Payment &
Processing
Systems
Internet of
Things

11. Point of Sale
Systems
The Operational Data Platform
Poised for Innovation,
Unshackled from Legacy
© DataStax, All Rights Reserved.
Customer
Sentiment
& Satisfaction
Systems
Social Media
Engagement
Systems of Record
Legacy Systems
Systems of Engagement
Payment &
Processing
Systems
Internet of
Things
CONTEXTUAL ALWAYS-ON REAL-TIME DISTRIBUTED SCALABLE
+ + + +
Individualization Always Instant Global Continuous

12. Customer Stories

13. Adding $1B per year to the business
through customer retention.
© DataStax, All Rights Reserved.13
95% of Netflix customer data is managed
and contextualized within DataStax to
deliver personalization and
recommendations for 100m+ subscribers.
• A worldwide audience with more than half of its
104m customers signed up outside America.
• One trillion+ transactions/day
• Zero downtime in the past seven years due to
data platform outage
Confidential
Netflix

14. Capital One
• Capital One uses DSE to drive their Auto Navigator consumer app
• Achieving a customer 360 view of the customer, can serve real-time
personalization for car financing at a scale of over 12 million new
transactions per day using real-time data correlated to over 18 billion
historical transactions.
• Result: Grow beyond the existing business (credit cards)
• Next steps: Drive customer loyalty with app, increase retention
THE CHALLENGE: “If you look at the current car buying process,
the process is very complex, it’s confusing and it is opaque...”
- Ray Bajaj, Head of Architecture, Shared Services, and Garage
Engineering at Capital One

15. Macy’s
THE CHALLENGE: Digitize the customer experience to
dramatically increase sales and gain a
360-degree view of the customer
• Delivering an omni-channel shopping experience
• Seamless purchasing, with a 360 degree view of the customer
• Serving product, inventory and store data to website, mobile,
store, and partner applications with DataStax
• This digital initiative also extends to Bloomingdale’s
Confidential© DataStax, All Rights Reserved.15

16. Macquarie Bank
• Macquarie uses DataStax to drive their customer experience initiatives
• Their world-class consumer banking application utilizes real-time analytics and full
text search
• Customers now gain better insight into how they spent their money and where
THE CHALLENGE: Drive digital transformation initiatives to
enhance customer experience

17. © 2017 DataStax, All Rights Reserved. Company Confidential
Data management for globally
distributed, real-time applications

18. Summary and Next Steps
Summary
• Your CX program relies on real-time CX
• An always-on data platform is the foundation for CX
• The world’s leading brands rely on DataStax and Capgemini
Next Steps
• Visit www.datastax.com/CXexec for more resources on CX
• Consult with DataStax and Capgemini experts
about your Customer 360 and/or Real-Time Personalization project

19. Thank you
19