Technology Primer: How to Achieve a Customer-Centric View in an Omni-Channel World

Tech Talk: How to Achieve a Customer-
Centric View in an Omni-Channel World
Jonathan Lindo
DevOps: Agile Ops
CA Technologies
VP, Enterprise Mobility
DO5T40T
@jlindo
#CAWorld

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For Informational Purposes Only
Terms of this Presentation
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The presentation provided at CA
World 2015 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer
references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
Certain information in this presentation may outline CA’s general product direction. This presentation shall not serve to (i) affect the rights
and/or obligations of CA or its licensees under any existing or future license agreement or services agreement relating to any CA software
product; or (ii) amend any product documentation or specifications for any CA software product. This presentation is based on current
information and resource allocations as of November 18, 2015, and is subject to change or withdrawal by CA at any time without notice. The
development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion.
Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in
this presentation, CA may make such release available to new licensees in the form of a regularly scheduled major product release. Such
release may be made available to licensees of the product who are active subscribers to CA maintenance and support, on a when and if-
available basis. The information in this presentation is not deemed to be incorporated into any contract.

Abstract
Today, our customers are interacting with our business and services through mobile, Web and,
increasingly, via wearables. It is critical to understand and improve the user experience we are
providing across all of these app channels. Are our customers getting good value from our apps?
How are they interacting with us? How can we deliver more value via the channels and devices most
important to our users? To stay competitive, you need to deliver great experiences to your users,
quickly, securely and efficiently across all channels. Discover how CA Technologies is providing a
customer-centric view of your customer experience, empowering you to understand your users,
quickly identify issues and deliver more business value via apps through the omni-channel.
Jonathan
Lindo
CA Technologies
VP, Enterprise Mobility

Agenda
STATE OF THE APP ECONOMY
THE REAL-WORLD: OMNI-CHANNEL IN ACTION
EXECUTING ON A CUSTOMER-CENTRIC ACTION PLAN
SOLUTIONS FOR SUCCESS
Q&A
1
2
3
4
5

Omni-Channel Apps are Driving Success & Failure
500M+
Wearables by
2020
Anytime,
Anywhere
App Access
Connect Apps,
Increase
Value
Sources: Statista, Akamai
Wearables LTEs & SDNs Opportunity
The Future… is now.
Mobile World Congress 2015

The Keys to Winning in the App Economy
67%
…of Mobile Users
unwilling to wait for slow
app load-times
50%
Rank ‘ease-of-use’ as the
Top Driver for app
adoption or purchase
38%
…of Mobile Users are
frustrated by app security
issues
Sources: Statista, Akamai
Speed Simplicity Security
Zogby Report 2015:
What is important to App Users?

OMNI-CHANNEL IN RETAIL

Customer Searches for TVs on the Mobile App

Reads Reviews in the Web App

Uses the Mobile App to Locate a Nearby Store…

Enters the Retail Store to See the TV.
10% discount,
today only!

OMNI-CHANNEL IN BANKING

New customer opens account using Web App

Researches
Auto Loans

Transfers funds into checking account on Apple Watch

Checks auto loan rates on mobile, every day for 7 days

Buy Your Dream Car Today.
Take 0.50% off our best
loan rate right now.
Learn More… No Thanks.
Bank offers 0.50% auto loan rate discount.

How do we activate our Omni-Channel?

Many Different Apps, Devices, APIs
Mobile
Web
Wearables
TV
Physical
Products & Services
Coming in 2016The Omni-Channel Problem…

Keys to Omni-Channel Success
Wearables by 2020
Analyze it.
Enable Adhoc queries,
Drive actionable
intelligence
Normalize it.
Centralized Data
Lake Repository,
Common KPIs
Get The Data.
Instrument across all
Channels
Steps in the Journey…

Enabling a Customer Centric, Omni-Channel View
Mobile
Web
Wearables
TV
Physical
Products & Services
Coming in 2016

Empowering your Business with Omni-Channel
Wearables by 2020
Personalize
Contextual, Targeted
experiences & offers,
delivered in Real-Time.
Optimize
Use data,
Retain context,
Simplify workflows
Understand
Illuminate the
Customer Journey,
Data-driven decisions
Create Compelling, Personalized Experiences

A Rules-Based Policy Engine

Business Intelligence with API Data Access

Omni-Channel Success: Answer Key Questions!
Who is using our apps?
Where and When are apps used?
What are my users doing with our apps?
What goals are my users trying to achieve?
Can I Help users get more value?
Visualize, Understand Intent and be Proactive.

CA Application Performance Management 10

CA Mobile App Analytics

CA API Management

CA User Experience Analytics (Project Deming)

Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X239L Hands on Lab: Using CA Mobile App Analytics REST APIs 11/19/2015 at 1:00 pm
DO5X201X
Closing the DevOps Loop by Integrating CA Application
Performance Management and Jenkin
11/19/2015 at 3:00 pm
DO5X199S
Orange Goes from Dev "Oops" to DevOps with CA
Application Performance Management—Accelerating
Deployment Time and Boosting Application Quality
11/19/2015 at 3:45 pm

Must See Demos
Application Performance
Management and DevOps,
featuring APM use in
preproduction scenarios
Mobile App Analytics
Theater 5
Management, Modern
Monitoring, featuring the
new APM Team Center
Management
Theater 5
Ensuring a “5 star” mobile
app experience with CA
Management
Theater 5
“Mobile to Mainframe”
user experience
management
Theater 5

Follow On Conversations At…
Smart Bar
Mobile App
Analytics
Theater 5
Tech Talks
Mobile App
Analytics
Theater 5

Q & A

For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

Technology Primer: How to Achieve a Customer-Centric View in an Omni-Channel World

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Technology Primer: How to Achieve a Customer-Centric View in an Omni-Channel World