webinar: delivering the complete customer view - today’s table stakes by infusion & mongodb

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The era of seamless selling has arrived and the customer is in the center of this universe. Driven by round-the-clock commerce, innovative Internet retailing and consumer digital technologies, customers today have high expectations of businesses. Yet systems to support seamless selling are highly specified, often inflexible and may appear to ‘lock’ your critical data. Holding inherent and great value, legacy capabilities may have troubles keeping up with the demands of modern applications and today’s consumers. In order to meet these demands, MongoDB and Infusion come together to deliver game-changing results. MongoDB, with game-changing technology, provides enablers that help free your systems’ information to share across the enterprise. Infusion, with innovative solutions from strategy to activation around the visionary customer experience, more and more customers are turning to us to provide a complete view of the consumer. Join us for the webinar to learn about how more and more companies are delivering digital table stakes to their customers. The webinar will discuss case studies such as how: A large European telecommunications is unlocking subscriber data A global insurance firm enables selling agents to have the latest information about their customers and just how quickly they achieved this Foursquare, the social platform, captures not only customer information but connects it to their personal social shared information, such as ratings, location and feedback in real time Rebecca Bucnis, Global Business Architect, Edouard Servan-Schreiber, Director of Solution Architecture, in their second webinar on Enabling Omni-Channel Capabilities, joined by Stephen Eyre, Director of Business Development at Infusion, will share the business view as well as the specific technology capabilities for Completing the Customer View.

TRANSCRIPT

Delivering The Complete Customer View: Today’s Table Stakes

#mongodbretail

Director, Business Development, Infusion

Director, Solution Architecture, MongoDB Edouard Servan-Schreiber

Stephen Eyre

Global Business Architect, MongoDB Rebecca Bucnis

“It’s not information overload. It’s filter failure.” - Clay Shirky, author, teacher, consultant

Presenters

Rebecca Bucnis

Global Business Architect - Business Strategy

- Former Retailer

rebecca.bucnis@mongodb.com

Edouard Servan-Schreiber

Director, Solution Architecture - Delivery of Solutions, Pre-Sales

-  North America, APAC

-  edouard@mongodb.com

@rebeccabucnis @infusiontweets @edouardss

Stephen Eyre

Director, Business Development -  Delivering Consumer Experience

-  Europe

-  Seyre@infusion.com

Agenda Introduction

Why Infusion & MongoDB

The 4 Imperatives

The Differentiators

Customer Successes

Q&A

Infusion & MongoDB Together

Technology/ Infrastructure

Brand (the

experience)

People/ Processes

Consumer Business is evolving across dimensions

Consumer driving Digital Experience

Retail: Your chance to drive…

xx

Retail: …or at least, create some roads to follow

xx

1.  Know the Consumer = Consumer 360°

Theme: Understand customer and personas Challenge: Device proliferation, legacy silo systems MongoDB Examples: Pearson Intl, Otto, Bouygues Telecom

4 Imperatives for the Digital Consumer

1.  Know the Consumer = Consumer 360°

4 Imperatives for the Digital Consumer

2. Be Relevant and Pertinent:

Real-time Content with relevant messaging

Theme: Every customer is unique

Challenges: Varied content, insufficient access to analytics MongoDB Examples: Otto, Craigslist, Retail Industry

4 Imperatives for the Digital Consumer

3. Be available for the Consumer: Time, Space & Geo-Aware Selling = Mobility

Digital Consumer Apps Knowledgeable Associates

Theme: Relevance and convenience Challenge: Information availability & expectations Examples: Retail giants, Retail Banks, European Bank

4 Imperatives for the Digital Consumer

4. Social Selling Experience = Entertainment & Trust

Theme: “The Brand is a Platform” Challenge: Capture & Share appropriate details MongoDB Examples: Foursquare, eBay, European Bank

4 Imperatives for the Digital Consumer

Then

Brand push Customer on demand

Drive to Location Always & Mobility

Weekly Ads Personalized Info

Company Info Social feedback

Now

Enabling agile delivery of seamless interactions & selling

MongoDB Strategic Advantages

Horizontally Scalable -Sharding

Agile Flexible

High Performance & Strong Consistency

Application"

Highly Available -Replica Sets

{ customer: “roger”, date: new Date(), comment: “Spirited Away”, tags: [“Tezuka”, “Manga”]}

Documents let you build your data to fit your application

Relational MongoDB { !customer_id : 1,!

!name : "Mark Smith",!!city : "San Francisco",!

!orders: [ !{!! !order_number : 13,!! !store_id : 10,!! !date: “2014-01-03”,!! !products: [!! ! !{SKU: 24578234,!

! ! ! Qty: 3,!! ! ! Unit_price: 350},!! ! !{SKU: 98762345,!! ! ! Qty: 1,!! ! ! Unit_Price: 110}!! ! !]!

! !},!! !{ <...> }!!]!

}!

CustomerID   First  Name   Last  Name   City  0   John   Doe   New  York  1   Mark   Smith   San  Francisco  2   Jay   Black   Newark  3   Meagan   White   London  4   Edward   Danields   Boston  

Order  Number   Store  ID    Product   Customer  ID  10   100   Tablet   0  11   101   Smartphone   0  12   101   Dishwasher   0  13   200   Sofa   1  14   200   Coffee  table   1  15   201   Suit   2  

Notions

RDBMS MongoDB

Database Database

Table Collection

Row Document

Column Field

{ customer_id: 4839475638,!

name: { first: “Dwight”, last: “Merriman” },!

email: { primary: dwight@mongodb.com, !

! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!

! },!

phone: { mobile : <…>, fixed : <…> }!

post: { “229 W 43rd St, NY NY 10036”, ... },!

social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!

orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!

clickstream: [ <SKU1>, <SKU2>, …],!

last_login: <date>,!

attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!

primary_location: [ <latitude> , <longitude> ],!

… }!

!

“Single View of Customer” Schema

{ customer_id: 4839475638,!

name: { first: “Dwight”, last: “Merriman” },!

email: { primary: dwight@mongodb.com, !

! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!

! },!

phone: { mobile : <…>, fixed : <…> }!

post: { “229 W 43rd St, NY NY 10036”, ... },!

social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!

orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!

clickstream: [ <SKU1>, <SKU2>, …],!

last_login: <date>,!

attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!

primary_location: [ <latitude> , <longitude> ],!

… }!

!

“Single View of Customer” Schema

Key for the document

{ customer_id: 4839475638,!

name: { first: “Dwight”, last: “Merriman” },!

email: { primary: dwight@mongodb.com, !

! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!

! },!

phone: { mobile : <…>, fixed : <…> }!

post: { “229 W 43rd St, NY NY 10036”, ... },!

social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!

orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!

clickstream: [ <SKU1>, <SKU2>, …],!

last_login: <date>,!

attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!

primary_location: [ <latitude> , <longitude> ],!

… }!

!

“Single View of Customer” Schema

Contact Information

{ customer_id: 4839475638,!

name: { first: “Dwight”, last: “Merriman” },!

email: { primary: dwight@mongodb.com, !

! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!

! },!

phone: { mobile : <…>, fixed : <…> }!

post: { “229 W 43rd St, NY NY 10036”, ... },!

social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!

orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!

clickstream: [ <SKU1>, <SKU2>, …],!

last_login: <date>,!

attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!

primary_location: [ <latitude> , <longitude> ],!

… }!

!

“Single View of Customer” Schema

Activity and Purchases

{ customer_id: 4839475638,!

name: { first: “Dwight”, last: “Merriman” },!

email: { primary: dwight@mongodb.com, !

! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!

! },!

phone: { mobile : <…>, fixed : <…> }!

post: { “229 W 43rd St, NY NY 10036”, ... },!

social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!

orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!

clickstream: [ <SKU1>, <SKU2>, …],!

last_login: <date>,!

attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!

primary_location: [ <latitude> , <longitude> ],!

… }!

!

“Single View of Customer” Schema

Analytic Scores

{ customer_id: 4839475638,!

name: { first: “Dwight”, last: “Merriman” },!

email: { primary: dwight@mongodb.com, !

! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!

! },!

phone: { mobile : <…>, fixed : <…> }!

post: { “229 W 43rd St, NY NY 10036”, ... },!

social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!

orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!

clickstream: [ <SKU1>, <SKU2>, …],!

last_login: <date>,!

attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!

primary_location: [ <latitude> , <longitude> ],!

… }!

!

“Single View of Customer” Schema

Geolocation

• A multi-channel, multi-service telecomm provider

• Desire to better service them from a customer insight perspective

• Previously unable to create a total view

• Super-set view of customer with MongoDB

Customer Examples

• A social platform • Provides social and geographic context to people

• Entertaining them and rewarding them for business

• Manage check-ins and capture & distribute content with MongoDB

Customer Examples

•  Retail Insurance •  150 years of history and policy data,

70+ source systems •  Unable to consolidate view of

customer over multiple years •  Created “The Wall” for 360° view of customer

Customer Examples

Selling the Idea • 2 week “Vision Prototype”

• Supported with marketing material (designed to go viral) in order to drive further buy-in

• Produced commitment from the business to deploy ASAP

Our Approach: GO FAST

Delivering the App. • Highly collaborative

• 70+ person project team

• 5 team members from Infusion

• 90 days

Dramatic Productivity Enhancements

How to start –

Adapt, don’t abandon your process...

Drive Consumer Digital Strategy

1.  Know your customer

2.  Be relevant and pertinent

3.  Be available for your customer

4.  Create the social selling experience

5.  Move forward swiftly with trustworthy strategy & platform

Questions?

Resources

White Paper: Big Data: Examples and Guidelines for the Enterprise Decision Maker

http://www.mongodb.com/lp/whitepaper/big-data-nosql

Recorded Webinar Series: Thrive with Big Data

http://www.mongodb.com/lp/big-data-series

Recorded Webinar: What’s New with MongoDB Hadoop Integration

http://www.mongodb.com/presentations/webinar-whats-new-mongodb-hadoop-integration

Recorded Webinar: Omni-Channel Retailing One Step at a Time

http://www.mongodb.com/presentations/webinar-omni-channel-retailing

White Paper: Bringing Online Big Data to BI & Analytics

http://info.mongodb.com/rs/mongodb/images/MongoDB_BI_Analytics.pdf

All things Infusion www.infusion.com

Resource Location

Join us again!

Webinar #3: “Mobility: It’s Time to be Available” When: Wednesday, May 15 Link: www.mongodb.com/webinar

Thank You!

@rebeccabucnis @infusiontweets @edouardss

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