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GraphTour London 2020 - Customer Journey

GraphTour London 2020 - Customer Journey
Jesús Barrasa and Joe Depeau

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GraphTour London 2020 - Customer Journey

  1. 1. Customer Journey Graph Tour 2020 - London 1
  2. 2. Welcome 2
  3. 3. 3 Introductions Jesús Barrasa Director Sales Engineering EMEA Please connect: jesus@neo4j.com https://www.linkedin.com/in/jbarrasa/ Joe Depeau Pre-sales Field Engineer Please connect: joe@neo4j.com https://www.linkedin.com/in/joedepeau/
  4. 4. 4 Customer Journey
  5. 5. 5 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey
  6. 6. Goals “Know” our customers through consistent engagement Improve customer experiences and outcomes Effectively identify and mitigate risks Identify opportunities for additional value 6 Understand innovative power of graph Correctly and efficiently apply graphs to business problem Implement/adapt fast and manage risks Leverage software investment 1 2 3 4
  7. 7. 7 Motivation of this Session
  8. 8. Accelerating Innovation 8 Evaluation 9-15 months Adoption 15-24 months Evaluation 9-15 weeks Adoption 6-12 months 10 years of company experience implementing graph solutions
  9. 9. ● Introductions ● Shaping your graph project ● Real life project experience ○ Master data management / Something 360 ○ Knowledge graph ○ Network Management ○ Graph Analytics ● Conclusions 9 Agenda Various services offerings
  10. 10. Shaping your project 10
  11. 11. 11 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey Innovation Lab Modelling Session Project Reference
  12. 12. 12 Innovation Lab Help you accelerate innovation through graph thinking How we do it Generate and prototype graph projects together with customers and prospects Format 3.5 day workshop, 2-3 Neo4j participants Outcome Provide a deep understanding of graph thinking and the innovation opportunities of adapting graph technology
  13. 13. 13 Graph modeling session Verify use case feasibility How we do it Interactive requirements whiteboarding and brainstorm session Format 0.5 day workshop, 1 expert modeler Outcome Validated graph modeling and graph access scenarios. Understanding of use case complexity
  14. 14. 15 Reference project Talk with expert(s) through implementation of a similar use case How we do it Discussion and presentation Format 1-2hr phone call Outcome Understand high level project set-up: T-shirt sizing of your project, identifying typical hurdles, identify skills/team needed, architectural components.
  15. 15. Project 1: Master Data Management Something 360 18
  16. 16. MDM / 360 Customers RELATIONAL DB Insurance Policies DOCUMENT STORE WIDE COLUMN STORE Marketing DB DOCUMENT STORE Life Insurance RELATIONAL DB Car Insurance Internet/ Direct Insurance KEY VALUE STORE Connector Apps and Systems Real-Time Queries Combining Disparate Data Silos Leverage Cross- Silo Connections Provide an integrated view to overcome challenges of legacy systems
  17. 17. 21 Why a Native Graph Database for MDM? ● Connect data from heterogeneous sources ○ connect data in movement ○ connect data at rest ● Agility ○ connect additional sources as needed ○ without strict schema 360 degree view is possible ○ without strict schema, alternatives can be modelled ● Lineage and traceability ○ tracking how/when/what data was loaded = graph ○ which can be stored with the data ● Intuitiveness ○ connected data can be shared in the entire organisation ● Speed: ○ access to MDM data with high performance 24x7 enabled
  18. 18. 22 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey Innovation Lab Modelling session Project Reference Bootcamp Proof of concept Solution design
  19. 19. 2323 Bootcamp Accelerate graph learning to allow Customers to evaluate graph technology How we do it Hands on training and prototyping Format 5 day training/workshop and Q&A Outcome Technical team has overall understanding of technical capabilities of Neo4j based on hands on experience with the toolset.
  20. 20. 2424 Proof of concept Build a small, working solution, proving out a select set of business requisites How we do it Clear scope, design and build Format Project Outcome Working solution (limited features) Demo/presentation Backlog and roadmap for further extensions
  21. 21. 2525 Solution Design Workshop Requirements analysis and solution design exercise for full graph solution How we do it Requirements collection, analysis, create product backlog and solution architecture Format Workshop (typically 5 days but depends … ) Outcome Product backlog Solution architecture/design document Suggested project plan / road map
  22. 22. 26 How we can contribute to project definition Validated choice of Neo4j as the tool to solve your “graph problem” BUT ALSO: • Awareness of data integration/quality challenges • Wider application design: • UI/UX and APIs • Security aspects • Operations and admin aspects • CI/CD • Project definition: known hurdles, risks, …
  23. 23. 27 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey Innovation Lab Modelling session Project Reference Bootcamp Proof of concept Solution design Expert Services Staff Augmentation Project delivery
  24. 24. 28 Implementation Graph solution architecture Installation and configuration Graph modelling Cypher APOC and customer traversal logic API data loading and data exports Graph GUI Graph application testing Neo4j task/backlog management Project roadmap and resource planning Regular follow- up meetings Status/budget reporting Expert Services Staff augmentation Project
  25. 25. 29 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey Innovation Lab Modelling session Project Reference Bootcamp Proof of concept Solution design Expert Services Staff Augmentation Project delivery Solution Audit Upgrade
  26. 26. 3030 Solution Audit & Upgrades Revisit requirements, ensure alignment with product roadmap, leverage new features How we do it Audit Workshop & training Outcome Recommendations for 1) improved solution 2) Upgrade 3) New features
  27. 27. ● Strike a balance between schema-less and enforcing constraints ● Use graph to model “uncertainty” and alternatives ● Consider data integration with data in movement or data at rest ● Picking right data integration tools ● Handling master data update priorities and business logic ● How to convince end-users the new data store is correct 31 Where we make a difference on MDM implementation
  28. 28. Project 2: Knowledge Graphs 32
  29. 29. Add structure to unstructured data Use taxonomies and ontologies Relate the data/content to model Use free text search Ability to easily navigate unstructured data 33 Knowledge graphs Pdf Files E-Mails TECHNICAL DATA Relational DBs 3rd party Open SourceCRM OCR / NLP
  30. 30. 36 Types of knowledge graphs Internal knowledge documents & files, with meta data tagging External data source aggregation mapped to entities of interest Context Rich Search External Event Insight Sensing Enterprise NLP Graph technical terms, acronyms, abbreviations, misspellings, etc. Examples: • MDM, Search • Customer support • Document classification Examples: • Supply chain/compliance risk • Market activity aggregation • Sales opportunities Examples: • Improved search • Chatbot implementation • Improved classification Context Independent Warehouse Real-Time WarehouseLogical Warehouse
  31. 31. 37 Where we make a difference with Knowledge Graphs • Understand how to deal with semi-structured and unstructured data • Design a data load strategy • Working with taxonomies, ontology, context, multi-language • Identify tools and partners to assist with the non-Neo4j parts of the project
  32. 32. Project 3: Network management 39
  33. 33. 40 Network Management Unified Network Inventory -> Network Reconciliation Service Orchestration -> Automation Service Assurance -> Fault Management Planning -> Traffic Intelligence Performance and Quality Management and Analytics
  34. 34. Network Management projects with Neo4j 41 ● Steps and decisions to be taken: ○ Identify reusable modules ■ Connectors to standard sources (Inventory Systems, Network Discovery Tools, Element Managers) ■ Path Computation Algos (Dijkstra, Steiner…) ■ Impact Analysis / Root Cause Analysis ■ UI: Map Based Circuit View ○ Neo4j Field Engineering guides and helps you through the configuration and utilisation of the modules ○ Building integrations with your architecture elements as needed ■ Producers : Inventory Systems, Network Managers, Network Discovery Tools ■ Consumers : Event Aggregation Platforms, BI tools, Orchestration Platforms
  35. 35. Leverage the knowledge and expertise of our field team who helped world leaders build their graph solutions... 42
  36. 36. 43
  37. 37. 44 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey Innovation Lab Modelling session Project Reference Bootcamp Proof of concept Solution design Expert Services Staff Augmentation Project delivery Solution Audit Upgrade Neo4j Solutions
  38. 38. 45 Solutions What? Innovative, market-leading, Neo4j-based Business Solutions for our Enterprise Customers and Partners Why? • Reduce Risk and TCO • Rapid business value via our PS or approved solution partners • Enables customer use cases in record timeframes • Speeds up POC development, enables solution visualization for internal selling • Built on extensible and customizable, solution-tuned frameworks
  39. 39. 46 Neo4j Solution Frameworks: for accelerated adoption & PoCs Risk Management (for FS)Intelligent Recommendations Network Management Human Capital ManagementPrivacy Shield (GDPR, CCPA, …)Fraud Analysis Framework
  40. 40. 47 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey Innovation Lab Modelling session Project Reference Bootcamp Proof of concept Solution design Expert Services Staff Augmentation Project delivery Solution Audit Upgrade Neo4j Solutions Cloud managed services
  41. 41. 4848 Cloud Managed Service We manage your Neo4j database How we do it Standardized set-up and configuration Dedicated 24/7 Neo4j monitoring Dedicated CMS support team Backup/restore on request Outcome Fully hosted database service
  42. 42. Project 4: Data science 49
  43. 43. ● Our team of trained field engineers combined with the customer’s SMEs successfully deploy: ○ Exploratory Data Analysis ○ Apply Neo4j’s Graph Algorithms ○ APOC + Labs + Custom Libraries ○ Python Notebooks 50 Graphs and Data Science
  44. 44. Neo4j’s field team has helped customer Data Science teams applying Graph Algorithms to... Pathfinding & Search Centrality / Importance Community Detection Complex diverse path computation for Service orchestration platform with major UK telco provider. Detecting payment fraud for an international electric utility company Entity resolution for Global provider of animal care services Clinical trial similarity for multinational pharmaceutical company Similarity
  45. 45. Conclusions 52
  46. 46. ● Neo4j database and platform is the foundation of a successful project / implementation for: ○ Master Data Management projects ○ Knowledge graphs ○ Network management ○ …. and multiple other use cases and industries ● Neo4j Field Engineering / Services assists and enables you for successful project implementations throughout the full cycle of ○ Graph evaluation ○ Project definition ○ Implementation ○ Hosting … and beyond 53 Conclusions
  47. 47. 54 Problem Consider Decide Release Solution Awareness Evaluate Implement Adopt Advocate Customer Journey Innovation Lab Modelling session Project Reference Bootcamp Proof of concept Solution design Expert Services Staff Augmentation Project delivery Solution Audit Upgrade Neo4j Solutions Cloud managed services
  48. 48. Thank you! (Graphs)-[:ARE]->(Everywhere)

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