Three Things to Learn: * Success stories where organizations prevent customer churn, increase customer loyalty, and create upsell opportunities * Approaches to introduce advanced customer insight solutions at your company * Best practices on how to architect customer insight solutions

1. 1© Cloudera, Inc. All rights reserved.
Using Big Data to Transform
your Customer Experience

2. 2© Cloudera, Inc. All rights reserved.
Today’s Presenters
Dave Shuman
Consumer Products and Retail Expert, Cloudera
Russ Cosentino
Co-founder & VP, Channels, Zoomdata
Jennifer Benito
Data Intelligence Practice Consultant, Trace3

3. 3© Cloudera, Inc. All rights reserved.
Agenda
▪ Introduction to Customer Insights Solutions
▪ Overview of Cloudera and Zoomdata Customer Insights Offering
▪ Cloudera Zoomdata Demo
▪ Introduction to Trace3 Customer Insights Expertise and Offering
▪ BONUS offer at the end from Trace3 to listeners

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Survey Results from 1st Webinar

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Customer Insights Solution
Customer Insights Benefits
Drive Customer Loyalty
Single Version of the Truth
Grow The Business
Fastest Visual Analytics for Big Data
Interactive experience for business users
Deliver a single view of the truth
Modern Platform for Data Management
Aggregate Data from multiple sources
Support Expansive User Community
Identify most profitable customers
Stop Customer Churn
Targeted marketing campaign

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• Understand Customer Behavior and
Patterns to gain better insight
• Enable event based triggers and alerts
for key inbound actions
• Enable deeper segmentation and sub-
segmentation for understanding and
valuing the customer
• Develop the Lifetime Profitability
estimate of customer
• Create valued offering by optimizing
and personalizing offers
Striving for a Complete Customer View

7. 7© Cloudera, Inc. All rights reserved.
Customer experience
expectations are converging
on the brand, not channel
▪ Consistent across all channels and
lines of business
▪ Contextualized to present location
and circumstances
▪ Personalized to reflect preferences
and aspirations
▪ Relevant in the moment to their
needs and expectations

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Key Challenges in Delivering Customer Insights
DATA SILOS DATA VOLUMES
NEW DATA SOURCES COSTS OF DATA PROCESSING
• Multiple Data Silos
• Often store overlapping and
conflicting info
• Issue compounded with
multiple business units
Care
Product Catalog
CRM
Ordering
Billing
Legacy
Enterprise
Inventory
OSS
Network
Customer Care
Product Catalog
Ordering
Billing
CRM
Legacy
Enterprise
Inventory
Supply Chain
PoS
• Data growing at ~100% YoY
• Capturing new sources of
insights and customer
interactions
Clickstream Location/ GPS
Call center
Records
Social Media
• Semi/ Un-Structured Data
Sources
• Streaming/ Real-time data
• Critical for building a
complete view
• Cost prohibitive
• $30,000 and $100,000 (USD)
per TB – Cost of storing data
in relational database
systems per year

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Example Data Sources for Customer Insights
Digital/Mobile
Digital Media
• Teradata Aprimo
• IBM Unica
• Oracle Eloqua
• X+1
Web Logs
• Microsoft IIS
• Apache
• nginx
• Google GWS
Clickstream/UX
• Adobe Omniture
• IBM Coremetrics
• IBM Tealeaf
• Google Analytics
Premium
• Webtrends
Mobile Application
SMS
Transaction CRM/Call Center Demographics Loyalty/Retention Social
Retail
Mobile
Web
Channel
Distributor
Bot
Call Center
Indirect
Kiosk
Embedded Commerce
Service
Billing
Customer Lifecycle
• Acquisition
• Churn
• Cross-Sell
• Upsell
CRM
• MS Dynamics
• Oracle/Siebel
• Salesforce
• SAP
Online Chat
• Oracle RightNow
• Moxie Live Chat
• LivePerson
• Instant Service
• Oracle Live Help
• BoldChat
• Zendesk Zopim
• Kana Live Chat
IVR
• Avaya
• Cisco
• Nortel
• Nuance
Data Broker / Syndicate
• Acxiom
• CoreLogic
• Datalogix
• eBureau
• ID Analytics
• Intelius
• PeekYou
• Rapleaf
• Recorded Future
• IHS Polk
• Nielsen
• InfoScout
• Symphony IRI
• Gfk
Behavior
Loyalty
• Aimia
• Brierley+Partners
• Comarch
• Epsilon
• Kobie
• ICF Olson 1to1
• Merkle
• Clutch
• CrowdTwist
• DataCandy
• Deluxe
• Inte Q
• ICLP
Survey
• ABA
• Medallia
• Forsee
• Allegiance
• Walker Information
Direct
• Twitter
• Facebook
• Bazaarvoice
Listening/Management
• Sprinklr
• Crimson Hexagon
• Radian6
• Lithium
• Simply Measured
• Curalate
• Datasift
Voice of the Community
• CSAT
• NPS

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Customer Insight Levels
Core Customer Profile
Interactions Transactions

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Iteratively Building and Using a Customer Profile
A target in one use case model
(e.g.; likelihood to churn based
upon dissatisfaction)
Use cases deliver insights that
enable actions
Use cases deliver features that are
instantiated in the customer profile
Can be a feature in another use case /
model (e.g.; likelihood to accept offer
for retention)
Reducing time to value &
marginal time to next insight
Delivering immediate value
to the business

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Zoomdata

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About Zoomdata
• Fastest Visual Analytics For Big Data
• Founded 2012
• HQ Reston, VA & Silicon Valley
• Patents for streaming data visualization
• Voted #1 in Big Data Analytics (2016 Dressner)
•Deep integration with Cloudera
"There are many other BI tools that work with Cloudera, BUT
what’s so special about Zoomdata is that it integrates with all sub
systems in a unified way within the Cloudera stack”
– Amr Awadallah, CTO & Co-founder of Cloudera
Customers
Telco/ AdTech/Financial/Gov’t/Pharma/M&E…

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Data Velocity
Streaming data, real time analysis
Data Variety
Single version of truth
3 Trends Driving Customer Insights
Data Volume
Fast access to any data
201520102005
130
EXABYTES
1227
EXABYTES
7910
EXABYTES
24
365
7

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Required Capabilities for Customer Insight
Unified Data Platform
Connect to all data across all channels
Security, Administration, Collaboration
Data Freshness & Time to Analytics
Real time/Historical updates
Access and analyze any data instantly
Empower All Users
Easy & intuitive UI (embedded)
Self-service analytics

16. Customer Insights Deployment
Customer Insights - Delivers Enterprise Value
Cloud or On-PremiseCloud or On-Premise
Improve
Customer
Satisfaction
Reduce
Churn
Targeted
Campaign
Admin API
Processing Pipeline
Fusion Caching
Smart
Connectors
CSI/NPS Data
Scores & Verbatims
Periodic Updates
Network/Log Data
Large Volumes
Real Time
Social Media
Multiple Sources
Streaming
Subscription Data
Secure
Periodic Updates
Analytics
Zoomdata ServerAnalytic Database
Impala
Kudu
Navigator Optimizer
Navigator
Audit, Lineage
Navigator
Encryption & Key Trustee
Hive on Spark
“Basic Hadoop”

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Zoomdata Cloudera Demo

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Customer Insights Use Cases
Solutions Use Cases Customers
Acquire & Retain Churn Analysis
Marketing Spend Analysis
Customer Lifetime Value
CrossSell & Upsell Next Best Offer
Smart Promotions
Basket Analysis
Improve Customer Experience Omni-Channel Optimization
Sentiment Analysis
Customer Care Analytics

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Trace3

20. 20© Cloudera, Inc. All rights reserved.
About Trace3
• Founded in 2002, HQ Irvine CA
• Locations in CA, WA , AZ, CO,UT, NY, NJ,
• 350 Employees
• 35 AWS Certifications
• 7:1 Tech to Sales Ratio
• Evolve Conference (May 17-19 Las Vegas)
http://evolvetechconference.com/
Premier provider of IT solutions and consultation services.
Consulting Expertise
• Data Visualization
• Analytics
• Platform Modernization
• Enterprise data management
Technical Expertise
• Develop, Implement,
Troubleshoot
• Hadoop Developers/Engineers
• Hadoop Admin/DevOps

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Data Intelligence Team
Strategy
Certified
Vertical Expertise
Visualize
Create
Communicate
Plan
Design
Modernize
Data Consultant Data Visualization Data Architects Data Engineers
Deliver
Build
Optimize

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Trace3 Customer Insights Strategy
Helping businesses make decision 100% based on data.
34
21
Strategy/Roadmap
Develop strategies to meet customer
needs including product, services and
infrastructure roadmaps
Execution
Providing industry leading people
and solutions to realize the business
strategy
Business Drivers
Exploring business opportunities
that result from customer needs
Customer Needs
Understanding and anticipating
customer needs using data and
analytics

23. 23© Cloudera, Inc. All rights reserved.
Customer
• 3500 stores
• 5 Brands
Problem
• Beginning of their Customer 360 journey. Needed to
understand the client experience across all brands
Solution
• Delivered a solution to load and cleanse all customer and
transaction data
• Identified behavior and sentiment KPI’s to be measured
Data
• Omniture, Customer Loyalty, Customer Demographics
Result
• Gain better insight into customer experience
Customer Case Study- Large Clothing Retailer

24. 24© Cloudera, Inc. All rights reserved.
Customer Insights Workshop
▪ 4 week engagement
▪ Cloudera and Zoomdata consultancy & expertise
▪ Cloudera Zoomdata installation
▪ Understand your customers
▪ Understand your pain points, challenges
▪ Deliver data-driven solution
▪ New or existing projects
We discover. We engage. We execute.
http://info.trace3.com/cloudera-zoomdata-customer-insights

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Customer Insights Workshop- Program Details
Stage 2 – Discover
•Data ingestion, design patterns
•Client-specific visualization needs
•Data quality
Stage 2 – Engage
•Technology implementation
•Cloudera EDH
•Zoomdata Visual Analytics
Stage 3 – Execute
•Architectural design
•Long term plan
•Next Steps
Align your team & technologies with company goals

26. 26© Cloudera, Inc. All rights reserved.
Free 4 hour workshop
• Discuss your current data usage, plans, strategy
• Discuss current state of the Big Data landscape, architectures and technologies
• Deep dive on Customer Insights use cases and case studies
• Understand business and technical goals
• Discuss internal challenges (i.e., technical, political, and cultural)
The first 20 people to respond “Yes” will get a FREE 4-hour
Discovery workshop

27. 27© Cloudera, Inc. All rights reserved.
Questions?
Sign up for
Customer Insights WorkshopContact us for a demo Sign up for free trials
DataIntelligence@Trace3.com
http://info.trace3.com/cloudera-zoomdata-customer-insights