WSO2Con EU 2016: Keynote - Want to Improve Customer Experience? Analytics Can Help You!

VP,ProductStrategyIsabelleMauny

LeveragingAnaly2cstoImproveCustomerExperience

CustomerExperienceDefined

“Customerexperience(CX)istheproductofaninterac2onbetweenanorganiza2onandacustomeroverthedura:onoftheirrela2onship.”

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“The customer experience is the next competitive

battleground.” Jerry Gregoire

(Former CIO Dell/PepsiCo)

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Yourcustomerswanttohaveasocial,personalizedexperience.Weareinthe:meofME!

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TRAVELLING

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CALLING CUSTOMER SERVICE

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RETAIL

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Whatdoallthose scenarioshaveincommon?

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Youneedtoknowthecustomerprofile,e.g.historicaldata,totakeadecision

Youneedtounderstandthecontextinwhichthecustomerevolves

Youneedtobeabletoreactinreal:metocertaincondi:onsorpaGerns

9 Image Credit: http://www.websitemagazine.com/content/blogs/posts/archive/2014/09/25/customer-service-in-2039.aspx

DoesthismeanIneedBigData???

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OpenAPIsDatabases

Apps

Mail

Logs

Socialnetworks

Everyindustryhasplentyofdata!

IoTDevices

</API/>

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Analyse Data at Rest

BATCH ANALYTICS

Analyse Data in Real time

STREAMING ANALYTICS

Predict Behaviour

PREDICTIVE ANALYTICS

BusinessIntelligence

Real-2meAnaly2cs

• Ac:ngonflowing(orperishable)data

• TemporalandlogicalpaGerns

• Candetectthenon-occurrenceofevents

• Canusehistoricaldataandreal:medatatotakedecisions

• Scalesto100.000events/secandmore.

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IoTprovidescontext!

13 Images Credits: https://developer.apple.com/ibeacon/, http://www.yenlo.com/blog/building-the-world-s-biggest-ibeacon-living-lab-with-wso2,

Predic2veAnaly2cs

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Image Credit: http://www.edureka.co/blog/who-is-a-data-scientist/

• Useshistoricaldata,sta:s:calalgorithmsandmachinelearningapproachestopredictbehaviouranddetecttrends,forexample:• Recommenda:onEngine

• Classifica:on

• AnomalyDetec:on

• Createsamodelthatcanbeappliedtonewdata.

• Willmostlikelyrequiretheskillsofadatascien:st

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Analy2cs:Innova2onisinOpenSource!

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WSO2Analy2csPlaWorm

ThankYou!

#WSO2ConEU

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