accelerating marketing clouds through helion development platform by: geoffrey tudor, chief cloud...

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Accelerating Marketing Clouds through Helion Development Platform June 2015 Geoffrey Tudor, Chief Cloud Strategist, HP, Inc.

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Marketing and the Digital Customer Experience

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3

A changing world and DEVICES are part of it…..


Digital Customer Experience is the means by which a brand interacts successfully with their customers, where success is defined by the customer and not by the brand.

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 6 ‘State of the CIO’ IDG Research 2014

overall revenue overall revenue

over the next

and retain customers and retain customers

Improve customer satisfaction customer satisfaction

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12 months?

and instant results

Is there a difference between business & IT ? Good app = good company

Just be there - anywhere, any time, any way Good app = good company

Just be there - anywhere, any time, any way


Loyal, respectful, disciplined …

Optimist, innovative, individualist, …

Autonomous, productive, recognised …

Multi tenant, digital native, creative, collaborative …

Connected, work/life balanced, impatient,

different relationship to authority, …

Me, Me, ME ! Generations


The Internet

Client/Server

Mobile, Social, Big Data & The Cloud

Mainframe

Database

ERP

CRM

SCM

HCM

HCM

PLM

MRM

Amazon Web Services

OpSource

IBM

GoGrid

Rackspace

Joyent

Hosting.com Tata Communications

Datapipe

PPM

Alterian

Hyland LimeLight

NetDocuments

NetReach

OpenText

PaperHost Xerox

Google

HP

Microsoft SLI Systems

EMC

IntraLinks

Jive Software

Qvidian

Sage

salesforce.com

SugarCRM

Volusion

Xactly

Zoho

Adobe

Avid

Corel

Microsoft

Paint.NET

Serif

Yahoo CyberShift

Saba

Softscape Sonar6

Ariba

Yahoo!

Quadrem

Elemica

Kinaxis

CCC

DCC

SCM

Cost Management

Order Entry

Product Configurator

Bills of Material Engineering

Claim Processing

Inventory

Manufacturing Projects

Quality Control

Business

Education

Entertainment

Games

Lifestyle

Music

Navigation

News

Photo & Video

Productivity

Reference

Social Networking

Sport

Travel

Utilities

Unisys Burroughs

Hitachi

NEC Bull

Fijitsu

ADP VirtualEdge

Cornerstone onDemand

CyberShift

Workbrain

Kenexa Saba

Softscape

Sonar6 SuccessFactors

Taleo

Workday

Workscape

Exact Online FinancialForce.com

Intacct NetSuite

SAP

NetSuite Plex Systems

Cash Management

Accounts Receivable

Fixed Assets Costing

Billing

Time and Expense

Activity Management

Payroll

Training

Time & Attendance

Rostering Sales tracking &

Marketing Commissions

Service Data Warehousing

Finance

box.net

Facebook

LinkedIn

TripIt

Pinterest

Zynga

Zynga

Baidu

Twitter

Twitter Yammer

Atlassian

Atlassian

MobilieIron

SmugMug

SmugMug

Atlassian

Amazon

Amazon

iHandy

PingMe

PingMe Associatedcontent

Flickr

Snapfish

YouTube

Answers.com

Tumblr.

Urban Scribd.

Pandora

MobileFrame.com

Mixi

CYworld Qzone

Renren

Xing

Yandex

Yandex Heroku

RightScale

New Relic

AppFog

Bromium

Splunk

CloudSigma

cloudability

kaggle

nebula

Parse

ScaleXtreme

SolidFire

Zillabyte

dotCloud

BeyondCore

Mozy

Viber Fring

Toggl MailChimp

Quickbooks

Hootsuite

Foursquare

buzzd

Dragon Diction

eBay SuperCam

UPS Mobile

Fed Ex Mobile

Scanner Pro

DocuSign

HP ePrint

iSchedule Khan Academy

BrainPOP

myHomework Cookie Doodle

Ah! Fasion Girl

Digital

Wearables

Sensors

Internet of Things Apps

Business Processes

Work

Leisure Home

Context Aware

Digital Customer Experience


Creating Value from new insights


Store

Web Contact centre Mobile

Social Media Direct Sales Kiosks

TV and Interactive Gaming Devices

Source: (a) McKinsey & Company, (b) Customer Experience Impact Report by Harris Interactive/RightNow, (2010), (c) Lee Resource Inc., (d) “Understanding Customers” by Ruby Newell-Legner

86% of consumers quit doing business with a company because of a bad customer experience. b

70% of buying experiences are based on how the customer feels they are being treated. a

It costs 6 times more to attract a new customer than it does to keep an old one. d

91% of unhappy customers will not willingly do business with you again unless they have to. c


User Experience

CX platform: on-prem & SaaS

Digital Strategy

Global Agile Delivery Model

World class testing

Security

Integration with Enterprise Systems

Analytics / Insight

Digital Customer Experience: Online, mobile & social touch-points are only the tip of the iceberg


Assessment

Cloud Security

Applications

Networks

Platforms/ Portals

Social Digital marketing

UX design

Digital customer

Service (BPO)

Content Management

Mobile

Analytics

Strategy Customer experience Technology

Roadmap

Design


1 Forrester Thought Leader Paper commissioned by HP, “Better outcomes, faster results. Continuous delivery and the race for better business performance”, December 2013 1 Forrester Thought Leader Paper commissioned by HP, “Better outcomes, faster results. Continuous delivery and the race for better business performance”, December 2013

2 http://www.bain.com/Images/BAIN_BRIEF_Five_faces_of_the_cloud.pdf 3 http://research.gigaom.com/report/survey-enterprise-development-in-the-cloud/

Cloud Services provisioned and de-provisioned in minutes not days

4 52 120


Bridging the back-office and front-office to deliver compelling DCX

Common foundation & Open technology

Private Cloud

Managed Private Cloud

Managed Virtual Private

Cloud

Public Cloud

Centralized Management Layer

Classic IT applications

Cloud Native applications

•  Security •  Availability •  Compliance •  Data

Sovereignty •  Performance •  Open

•  Cost

Bridge old and new

Key Factors:


Improved service quality and reduced costs with HP Software solutions, including Business Service Management and ArcSight Logger Results: •  65 percent uplift in customer

ratings of “good” or “excellent” •  Reduced operating costs,

saving €1.2M in the first year •  300 percent return on

investment within the first year

Formed a strategic alliance and partnership to deploy IT solutions capable of enhancing the speed and analysis of real-time data into actionable business intelligence Results: •  Expanded and integrated IT

solutions to navigate a complex ecosystem and capture and tailor analysis for specific audiences

•  Increased engagement among key stakeholders, including fans and sponsors

Consolidated existing IT architecture and infrastructures after a critical industry merger to increase agility, reduce costs and enhance customer intimacy

Results: •  Facilitated one of the largest

data migrations in the transportation industry’s history to one consolidated system

•  Allowed for standardization across storage, software and networking for streamlined data centers with HP products and services


•  Industry Priorities

•  Optimize online experience •  Analyze and monetize visitor behavior •  Facilitate real-time engagement •  Maximize brand value •  Enhance satisfaction, profitability, and loyalty

•  Analytics Uses •  User Behavior Analytics •  User Experience Personalization •  Churn and Revenue Analytics •  Engagement Analytics •  Clickstream Analytics •  A/B Testing


•  Personalized gaming experience drives reach, revenue, and retention

•  Monetizing individual customer behavior – finding the influencers

•  One of the largest HP Vertica implementations, with over 3TB loaded daily

“With over 40 million players, 3TB of data loaded every day and 230 nodes spread across two clusters Zynga columnar data warehouse from Vertica is no analytical windup toy.” - Ken Rudin, VP Analytics

Zynga, Inc.

Back


•  Industry Priorities

•  Understand and appeal to customer behavior and interests

•  Maximize revenue •  Optimize inventory allocation and supply chain

management •  Enhance employee productivity

•  Representative Use Cases •  Revenue Analytics •  Inventory Analytics •  Customer Purchasing Behavior Analytics •  Affinity and Market Basket Analysis •  Clickstream Analytics •  Fraud Detection

Back


•  Replaced older POS data warehouse that wouldn’t scale

•  Essential daily store reports generated in 1-2 minutes instead of 3 hours

•  90-180x faster using HP Vertica, 24x7 loads, minimal admin overheads

•  Every store manager has access to the data on mobile device with Microstrategy

“Retail moves at lightning speed so we needed a high-performance analytics platform that could handle our fast-paced requirement for information.” - Mike Relich, CIO, Guess, Inc.

GUESS, Inc.


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THANK YOU Learn more about HP Helion Development Platform at hp.com/helion/devplatform

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accelerating marketing clouds through helion development platform by: geoffrey tudor, chief cloud...

Marketing

good company

helion development platform

digital customer experience

waygood app

chief cloud strategist

accelerating marketing

big data

geoffrey tudor