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©2015 Talend Inc.

4 Steps to Make:

Customer Data Actionable,

in Real Time

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Welcome

This Presentation is available as an online webinar. • https://info.talend.com/en_bd_4steps_customerdata_actionable.html

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“Big data is what

happened when the cost

of keeping information

became less than the

cost of throwing it away.”

– Technology Historian George Dyson

Data, Data, Everywhere…

45x

savings. $1,000/TB for

Hadoop vs

$45,000/TB for

traditional

4.6B

Mobile phone

subscribers

167x

Walmart’s database

vs.

America’s Library of

Congres

50x

The amount of data will

grow 50X from 2010 to

2020

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The rise of the middle class – THE CUSTOMER

“Between 1990 and 2005 more than 1

billion people worldwide entered

the middle class”

“The rise of the global middle class” - BBC

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Connecting the Data-Driven Enterprise

Data-Driven companies…

• 23 times greater customer acquisition

• 6 times greater customer retention

• 19 times more profitability

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BUT, “Customer Data” is everywhere

Centralized Cloud Big Data Social, Mobile

Return On

Information (ROI)

Value

Time

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Companies struggle to reconcile their data

But the gap seems insurmountable

Of contact Data Is inaccurate

25%

Of marketing orgs do not have a customer 360° view across

channels

65%

Of contact Data had at least 1 change

in past 12 months

71%

Sources: Sirius Decision, Integrate, Experian,Garnter, Privacy Clearinghouse, Target Marketing, Forbes insights

Personal records compromised in the US since

2005

534M

Annual financial impact of bad data quality per org.

14M$ 34

Data sources make-up “customer data”

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2014 ExecRank ranked the #1 Chief Technology Officer

1-Click customer experience

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Creating the golden record that makes every click personal

There must be a way

Transform customer facing tasks into data driven process :

1. Collect data across touch-points

2. Transform into a 360°view

3. Turn data into insights with segments, scores, forecasts and recommendations

4. Connect in real-time with your customer and take action

Customer Data Platform

System of interaction

System of record

System of insight

System of engagement

Legacy

Systems

ERP

CRM

Cloud

Apps Internet

of Things

Web Logs

NoSQL

Predictive

analysis

Inbound/Outbound

campaigns

Customer Facing

Devices

CRM

E-commerce

Social

Networks

Machine

Learning

Recommendations

Analytics

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1. Collect: Customer data at each touch-point

Customer Data

Platform

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2. Connect: Customer data across touch-points

Customer Data

Platform

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3. Augment: Turn data into insights

Customer Data

Platform

Segments

Propensity

to buy

Upsell

/cross-sell

Next best action

Churn risk

Fraud risk

Net Promoter

Score

Customer

Timeline

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4. Act: Smarter Customer interactions in real-time

Next best offer

Customer Data

Platform

Personalized Banners

Personalized Offers Recommendation

Up-sell Cross sell

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Customer case in retail

• Specialized Sports Retailer

• Over 1000 stores in 20 countries

• Strong multi channel activity

- Research online, Purchase on store

- Strong CRM background (Most customer have a loyalty card)

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Customer case in retail

Step 1: Collect new sources of data across touch points

Capabilities

• Data Management Platform to capture, enrich and organize interactions data by visitor

• A Hadoop cloud based environment

Benefits • Beyond web analytics, allowing to discover the

clickstream data though the eyes of the customer. • Predict general buying behavior based on segmentation

Locations

Web logs

Weather

data

Data Warehouse

Social

networks

Master &

reference

data

Data

Mining

Machine

Learning

Analytics

Data

Discovery

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Customer case in retail

Step 2: Reconcile Data into an augmented 360° view

Capabilities

• Customer Data Platform that connects data with customer on a one-one basis

• Strong Data quality and entity resolution capabilities

Benefits • A holistic view of customer buying behavior, across on

multiple channels • Begin to personalize behaviors, interactions, and

purchase.

Locations

Web logs

Mobile

Data

Warehouse

Social

networks

Point of sales systems

E-commerce and drive-in

Marketing automation

Customer Service Master &

reference

data

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Step 3: Turn the Data into Insights

Data

Warehouse

Web logs

Inbound

Campaigns

Outbound

Campaigns Kiosk

POS

E-commerce

Data

mart

Customer case in retail

Capabilities • “1-click” Data Platform: share customer data widely up

to the point of sales, using search engines and reporting • Predictive: Machine learning capabilities on Hadoop

Benefits • Raw data is transformed into insights, beyond a

traditional 360° view. • From analytics to predictive to prescriptive.

Data

mining

Machine

learning

Analytics

Data

Discovery Customer Service

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Step 4: Act Real-time – Smarter customer interactions

Capabilities • Personalization for marketing (e-mails, SMS, mobile

notifications…) • Real time recommendations (offers, flash sells, coupons..) • Next best actions for contact center, or at point of sale

Benefits • Improved conversion rates and sales efficiency, • Marketing activities (campaigns, promotions…) can be

measured through the feedback loops • Personalized journeys improves customer and

experiences and drives loyalty….

Customer Data Platform

Data

Warehouse

Web Site

& apps

Ad Server

Marketing

automation

Kiosks

Point of sales

devices

Customer services

E-commerce

Customer case in retail

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Example: Creating the Customer 360° with Big Data

Source : Intelligent Business Strategy

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Otto Optimizes Pricing & Stock

A company that’s doing everything right

Challenge:

• Ever increasing Big Data velocity

• Many last minute cart abandonments

• Hard to optimize pricing

Why Talend:

• Is the central integration tool within their Business

Intelligence (BI) organization.

• Integrates clickstreams from last 6 months

Value:

• Leftover merchandise reduced by 20%

• Can predict abandoned shopping cart in real-time with a

90% accuracy

• Performs dynamic pricing

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THE TALEND SOLUTION

Generates native code

Future-proof

Powered by Hadoop

More productive

Open source

Innovative

Open source platform

Learn once

Expand many times

Subscription pricing

Per developer

Predictable cost

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Start now with the Talend Big Data Sandbox

Virtual Image installed with • Four scenarios for you to try:

- Clickstream data

- Twitter sentiment

- Apache weblogs

- ETL Offload

Download your Free Talend Big Data Sandbox today! http://www.talend.com/talend-big-data-sandbox

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Connecting the Data-Driven Enterprise

Data-Driven companies…

• 23 times greater customer acquisition

• 6 times greater customer retention

• 19 times more profitability

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©2015 Talend Inc.

4 Steps to Make

Customer Data Actionable,

in Real Time

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Company overview

• Founded in 2006

• 480+ employees in 7 countries

• HQ in Redwood

• Open Core business model

• Subscription license

• Services & training

• Integration solutions for Big Data, Data and Application

integration solutions, Data Quality, MDM and BPM.

• Recognized as a visionary leader in the integration

market by Gartner and Forrester

Talend at a glance

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Easiest and Most Powerful Integration Solution for Big Data

Talend Big Data