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.
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Webinar: Delivering the Complete Customer View - Today’s Table Stakes by Infusion & MongoDB
- 1. 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
- 2. “It’s not information overload. It’s filter failure.” - Clay Shirky, author, teacher, consultant
- 3. 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
- 4. Agenda Introduction Why Infusion & MongoDB The 4 Imperatives The Differentiators Customer Successes Q&A
- 5. Infusion & MongoDB Together Technology/ Infrastructure Brand (the experience) People/ Processes Consumer Business is evolving across dimensions
- 6. Consumer driving Digital Experience
- 7. Retail: Your chance to drive… xx
- 8. Retail: …or at least, create some roads to follow xx
- 9. 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
- 10. 1. Know the Consumer = Consumer 360° 4 Imperatives for the Digital Consumer
- 11. 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
- 12. 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
- 13. 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
- 14. 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
- 15. 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”]}
- 16. 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
- 17. Notions RDBMS MongoDB Database Database Table Collection Row Document Column Field
- 18. { 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
- 19. { 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
- 20. { 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
- 21. { 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
- 22. { 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
- 23. { 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
- 24. • 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
- 25. • 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
- 26. • 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
- 27. 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
- 29. How to start – Adapt, don’t abandon your process...
- 30. 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
- 31. Questions?
- 32. 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
- 33. Join us again! Webinar #3: “Mobility: It’s Time to be Available” When: Wednesday, May 15 Link: www.mongodb.com/webinar
- 34. Thank You! @rebeccabucnis @infusiontweets @edouardss