Transforming Customer Experience Through Database ArchitectureFebruary 2, 2017Mike Gualtieri, Vice President & Principal Analyst, Forrester ResearchRajay Rai, Head of Digital Engineering, Macquarie Bank
Speaker Bios
© DataStax, All Rights Reserved. 2
Mike GualtieriVP and Principal Analyst
Forrester Research
Rajay RaiHead of Digital Engineering
Macquarie Bank
What new business priorities drive the
need for faster analytics
architectures?
© 2015 Forrester Research, Inc. Reproduction Prohibited 4
Better leverage big data and analytics in business decision-making
Create a comprehensive strategy for addressing digital technologies like mobile, social & smart products
Create a comprehensive digital marketing strategy
Better comply with regulations and requirements
Improve differentiation in the market
Increase influence and brand reach in the market
Address rising customer expectations
Improve our ability to innovate
Reduce costs
Improve our products /services
Improve the experience of our customers
0% 10% 20% 30% 40% 50% 60% 70% 80%
52%
53%
53%
54%
58%
64%
64%
65%
66%
73%
75%
› Base: 3,005 global data and analytics decision-makers
› Source: Global Business Technographics Data And Analytics Online Survey, 2015
Customer Experience and Product Innovation are Top Priorities
Customer Experience Must:
• Learn individual customer characteristics and behaviors
• Detect customer needs and desires in real-time
• Adapt applications to serve an individual customer
About Macquarie – Our Global Footprint
More than 14,300 staff in over 28 countries
EMEAStaff: 1,508
AsiaStaff: 3,599
Australia1
Staff: 6,676Americas
Staff: 2,589
EuropeAmsterdamDublinFrankfurtGenevaGlasgowLondonLuxembourg
MunichParisViennaZurich
South AfricaCape TownJohannesburg
Middle EastAbu DhabiDubai
New ZealandAucklandChristchurchWellington
Latin AmericaMexico CityRibeirao PretoSao Paulo
USAAustin
BostonChicagoDenverHouston
Los Angeles
CanadaCalgaryMontrealTorontoVancouver
ManilaMumbaiSeoulShanghaiSingaporeTaipeiTokyo
AsiaBangkokBeijingGurgaonHong KongHsin-ChuJakartaKuala Lumpur
NashvilleNew YorkPhiladelphiaSan DiegoSan FranciscoSan Jose
Australia AdelaideAlburyBrisbaneCanberraGold CoastManlyMelbourneNewcastlePerthSydney
Boca Raton
JacksonvilleMadrid
A new wayof work
ClientExperience
ITTransformationPartners
We always exceedclient expectations
We have an agileway of work, led by
client needs
Strategic partners arekey actors in ourdigital strategy
Service-driven IT,instead of systems
oriented IT
Our Digital Transformation Changes Our Focus
Product –> Client
Main Drivers of Our Digital Transformation
Automatic categorisation
Natural language search
Delivering Intelligent Assistance
Why do traditional analytical
architectures fail us?
10© 2016 Forrester Research, Inc. Reproduction Prohibited
Quick turnaround on customer requests
More data availability
Expanded access to more business users (i.e., self-service)
Low cost
Advanced analytics capabilities (e.g. predictive. prescriptive, streaming)
Faster performance (time to value)
11%
11%
12%
16%
24%
25%
Base: 100 data science and data analytics leaders at enterprises within the USSource: A commissioned study conducted by Forrester Consulting, April 2016
Faster Time to Value and Advanced Analytics is Most Important to Business
“As you look to improve your data processing and analytics capabilities, what aspect of the implementation is most important to your business? Please select one.”
Real-time Insights
Strategic Insights
Operational Insights
Performance Insights
Tim
e to
Act
Perishability
Sub-second to seconds
Seconds to hours
Hours to weeks
Weeks to Months
Sub-second to seconds
Seconds to hours
Hours to weeks
Weeks to Months
Enterprises must discover and act on a full range of perishable insights to get value from data
Most Analytics Operations Are Too Slow
Bus
ines
s Va
lue
Time To Action
Data originated
Analytics performed
Insights gleaned
Action taken
Outdated insights
Impotent or harmful actions
Pos
itive
Neg
ativ
e
Decision made
Poor decision
Real-time and batch analytics must happen faster
Real-time Insights
Strategic Insights
Operational Insights
Performance Insights
Sub-second to seconds
Seconds to hours
Days to weeks
Weeks to years
Sub-second to seconds
Seconds to hours
Hours to weeks
Weeks to years
Real-time analytics
Batch analytics
Tim
e to
Act
Perishability
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General Purpose Database
• Technologies• Apache Cassandra™: Continuous availability for mixed workloads • Apache Kafka™: manage real-time feeds• Search• Apache Storm™: real-time processing
• How to integrate and manage these disparate pieces?
Macquarie’s Preliminary Investigation
16© DataStax, All Rights Reserved.
We selected a data platformAlways-on data platform built on the industry’s best version of Apache Cassandra™,
with integration for Search, Analytics, Graph, and Operations Management
What is the new architectural
imperative to speed insights-to-action?
Scale to handle any volume of data.
Process and analyze blazingly fast.
ESB / Product Services
Core Banking Cash Management WealthCards Mortgages
Digital Services (Micro Services)High
Cadence
SlowCadence
Smart Data Store
API Gateway
Bimodal Architecture
Prediction
Full-Text SearchFacets based search Real Time SearchSynonymSpatial Engine
Read Optimized ModelMetaData TransactionsCounters for Category
Batch Analytics
Solr
Cassandra
Interactive Mobile Statistical Analysis/Reporting
Product Services
Spark
Channel/Data Services
PersonalizationReal
Tim
e Da
ta In
gest
ion
& Pr
oces
sing
Streaming Data Events, Replicate Data
Tables from Transactional Applications
Transactional Systems, Databases,Flat Files, Batch Data Feeds
Bulk Data Ingestion CoreBanking
LocationPersonalization
Push Notification
Alerts and Notification
Logs and Activities
StatisticalCore
Banking
CEPStreaming IFTTT
Customer Experience Platform
Micros Services : Scala (Spray), NodeJs, Spring Boot
Replication
Site 2Search
Site 2Analytics
Site 1Search
Site 1Analytics
Channel Services/API
Micros Services : Scala (Spray), NodeJs, Spring Boot
Topology of our Architecture
How are you using DSE to become the world’s top digital
bank?
What business or customer experience outcomes were you
able to achieve?
What’s next for your digital / CX
transformation?
Q&A
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Contacts & ResourcesGuest Speakers• Mike Gualtieri, Vice President & Principal Analyst, Forrester Bank
• LinkedIn: https://www.linkedin.com/in/mgualtieri | Twitter: @mgualtieri
• Rajay Rai, Head of Digital Engineering, Macquarie Bank• LinkedIn: https://au.linkedin.com/in/rajay-rai-742a082 | Twitter: @rajayrai
DataStax• Andrew Lampitt, Senior Director of Product Marketing @ DataStax
• Email: [email protected] • LinkedIn: https://www.linkedin.com/in/alampitt | Twitter: @AndrewLampitt
Proofpoint
© 2015 DataStax, All Rights Reserved. 27
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