Real-Time Customer Experience for Today’s Right-Now Economy

Eunice Cardenas

Enterprise Sales Manager, DataStax

December 2017

Agenda

● Capgemini and DataStax alliance

● DataStax introduction

● How DataStax helps

● CX use cases

● CX architecture

● Customer examples

● Summary and next steps

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

Let’s takea moment

Your business interacts with people,

processes and things all the time

© 2017 DataStax, All Rights Reserved.

DataStax provides data management for cloud applications.

© 2017 DataStax, All Rights Reserved.

CONTEXTUAL

Globally distributed, real-time cloud applications must meet expectations.

ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME

© 2017 DataStax, All Rights Reserved.

© 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

Your CX Journey Starts HereAttain a real-time, 360-degree, contextualized customer view

Customer ProfileName, Age, Gender, Education,

Occupation, Address ….

RelationshipsHousehold, Social, Organization,

Places, Memberships …

ActivitiesTransaction, Service, Engagement,

Social Media, Marketing …

Real-time Customer InsightsRFM, Profitability, Retention, Satisfaction,

Loyalty, Risks, Lifetime Value, Share of Wallet …

Static

customer

view

Real-time

Customer

360 view

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

→

→

→

→

→

Point of Sale Systems

Real-time, Contextual Data

at Scale for Apps?

© DataStax, All Rights Reserved.

CustomerSentiment

& Satisfaction Systems

Social Media Engagement

Systems of Record

Legacy Systems

Systems of Engagement

Payment & Processing

Systems

Internet of Things

Point of Sale Systems

The Operational Data Platform

Poised for Innovation,

Unshackled from Legacy

© DataStax, All Rights Reserved.

CustomerSentiment

& 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

Customer Stories

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

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

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

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

© 2017 DataStax, All Rights Reserved. Company Confidential

Data management for globallydistributed, real-time applications

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

Thank you

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