This on-demand webinar presents real-world customer examples that illustrate the 4 key steps to close the gap between raw data, meaningful insights and real-time action, including: Collect and reconcile customer data about identities, profiles, purchase history, preferences, and transactions Transform and augment this data into a 360° view of the customer with context, intentions, relationships, and interactions Turn data into insights, with segments, scores, forecasts and recommendations Connect in real time to the customer touch-points and turn those insights into increased conversion rates and customer loyalty

1. 1
©2015 Talend Inc.
4 Steps to Make:
Customer Data Actionable,
in Real Time

2. 2
Welcome
This Presentation is available as an online webinar.
• https://info.talend.com/en_bd_4steps_customerdata_actionable.html

3. 3
“Big data is what
happened when the cost
of keeping information
became less than the
cost of throwing it away.”
– Technology Historian George Dyson
Data, Data, Everywhere…
45x
savings. $1,000/TB for
Hadoop vs
$45,000/TB for
traditional
4.6B
Mobile phone
subscribers
167x
Walmart’s database
vs.
America’s Library of
Congres
50xThe amount of data will
grow 50X from 2010 to
2020

4. 4
The rise of the middle class – THE CUSTOMER
“Between 1990 and
2005 more than 1
billion people
worldwide entered
the
middle class”
“The rise of the global middle class” - BBC

5. 5
Connecting the Data-Driven Enterprise
Data-Driven companies…
• 23 times greater customer acquisition
• 6 times greater customer retention
• 19 times more profitability

6. 6
BUT, “Customer Data” is everywhere
Centralized Cloud Big DataSocial, Mobile
Return
On
Information
(ROI)
Value
Time

7. 7
Companies struggle to reconcile their data
But the gap seems insurmountable
Of contact Data
Is inaccurate
25%
Of marketing orgs do not have a
customer 360° view across
channels
65%
Of contact Data
had at least 1 change
in past 12 months
71%
Sources: Sirius Decision, Integrate, Experian,Garnter, Privacy Clearinghouse, Target Marketing, Forbes insights
Personal records
compromised in the US since
2005
534M
Annual financial impact
of bad data quality per org.
14M$34
Data sources make-up
“customer data”

8. 8
2014 ExecRank ranked
the #1 Chief Technology Officer
1-Click customer experience

9. 9
Creating the golden record that makes every click personal
There must be a way
Transform customer facing tasks into
data driven process :
1. Collect data across touch-points
2. Transform into a 360°view
3. Turn data into insights with segments,
scores, forecasts and recommendations
4. Connect in real-time with your customer
and take action
Customer Data Platform
System of
interaction
System
of record
System
of insight
System
of engagement
Legacy
Systems
ERP
CRM
Cloud
Apps
Internet
of Things
Web Logs
NoSQL
Predictive
analysis
Inbound/Outbound
campaigns
Customer Facing
Devices
CRM
E-commerce
Social
Networks
Machine
Learning
Recommendatio
Analytics

10. 10
1. Collect: Customer data at each touch-point
Customer
Data
Platform

11. 11
2. Connect: Customer data across touch-points
Customer
Data
Platform

12. 12
3. Augment: Turn data into insights
Customer
Data
Platform
Segments
Propensity
to buy
Upsell
/cross-sell
Next best action
Churn risk
Fraud risk
Net Promoter
Score
Customer
Timeline

13. 13
4. Act: Smarter Customer interactions in real-time
Next best offer
Customer
Data
Platform
Personalized Banners
Personalized OffersRecommendation
Up-sell Cross sell

14. 14
Customer case in retail
• Specialized Sports Retailer
• Over 1000 stores in 20 countries
• Strong multi channel activity
- Research online, Purchase on
store
- Strong CRM background (Most
customer have a loyalty card)

15. 15
Customer case in retail
Step 1: Collect new sources of data across touch points
Capabilities
• Data Management Platform to capture, enrich and
organize interactions data by visitor
• A Hadoop cloud based environment
Benefits
• Beyond web analytics, allowing to discover the
clickstream data though the eyes of the customer.
• Predict general buying behavior based on segmentation
Locations
Web logs
Weather
data
Data WarehouseSocial
networks
Master &
reference
data
Data
Mining
Machine
Learning
Analytics
Data
Discovery

16. 16
Customer case in retail
Step 2: Reconcile Data into an augmented 360° view
Capabilities
• Customer Data Platform that connects data with
customer on a one-one basis
• Strong Data quality and entity resolution capabilities
Benefits
• A holistic view of customer buying behavior, across on
multiple channels
• Begin to personalize behaviors, interactions, and
purchase.
Locations
Web logs
Mobile
Data
Warehouse
Social
networks
Point of sales systems
E-commerce and drive-in
Marketing automation
Customer Service
Master &
reference
data

17. 17
Step 3: Turn the Data into Insights
Data
Warehouse
Web logs
Inbound
Campaigns
Outbound
Campaigns
Kiosk POS E-commerce
Data
mart
Customer case in retail
Capabilities
• “1-click” Data Platform: share customer data widely up
to the point of sales, using search engines and reporting
• Predictive: Machine learning capabilities on Hadoop
Benefits
• Raw data is transformed into insights, beyond a
traditional 360° view.
• From analytics to predictive to prescriptive.
Data
mining
Machine
learning
Analytics
Data
Discovery
Customer Service

18. 18
Step 4: Act Real-time – Smarter customer interactions
Capabilities
• Personalization for marketing (e-mails, SMS, mobile
notifications…)
• Real time recommendations (offers, flash sells, coupons..)
• Next best actions for contact center, or at point of sale
Benefits
• Improved conversion rates and sales efficiency,
• Marketing activities (campaigns, promotions…) can be
measured through the feedback loops
• Personalized journeys improves customer and
experiences and drives loyalty….
Customer Data Platform
Data
Warehouse
Web Site
& apps
Ad Server
Marketing
automation
Kiosks
Point of sales
devices
Customer services
E-commerce
Customer case in retail

19. 19
Example: Creating the Customer 360° with Big Data
Source : Intelligent Business Strategy

20. 20
Otto Optimizes Pricing & Stock
A company that’s doing everything right
Challenge:
• Ever increasing Big Data velocity
• Many last minute cart abandonments
• Hard to optimize pricing
Why Talend:
• Is the central integration tool within their Business
Intelligence (BI) organization.
• Integrates clickstreams from last 6 months
Value:
• Leftover merchandise reduced by 20%
• Can predict abandoned shopping cart in real-time with a
90% accuracy
• Performs dynamic pricing

21. 21
THE TALEND SOLUTION
Generates native code
Future-proof
Powered by Hadoop
More productive
Open source
Innovative
Open source platform
Learn once
Expand many times
Subscription pricing
Per developer
Predictable cost

22. 22
Start now with the Talend Big Data Sandbox
Virtual Image installed with
• Four scenarios for you to try:
- Clickstream data
- Twitter sentiment
- Apache weblogs
- ETL Offload
Download your Free Talend Big Data Sandbox today!
http://www.talend.com/talend-big-data-sandbox

23. 23
Connecting the Data-Driven Enterprise
Data-Driven companies…
• 23 times greater customer acquisition
• 6 times greater customer retention
• 19 times more profitability

24. 24
©2015 Talend Inc.
4 Steps to Make
Customer Data Actionable,
in Real Time

25. 25
Company overview
• Founded in 2006
• 480+ employees in 7 countries
• HQ in Redwood
• Open Core business model
• Subscription license
• Services & training
• Integration solutions for Big Data, Data and Application
integration solutions, Data Quality, MDM and BPM.
• Recognized as a visionary leader in the integration
market by Gartner and Forrester
Talend at a glance

26. 26
Easiest and Most Powerful Integration Solution for Big Data
Talend Big Data