Single Customer View Demystified. Jonathan Lee Product Manager

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1 Single Customer View Demystified Jonathan Lee Product Manager

2 The IDC says that consumers created 1.8 zettabytes of information in 2011 That s 56.5 billion 32GB ipads worth of data!

3 The concept of a SCV is to collect all information related to your customers and provide a 360 view for each customer

4 The concept of a SCV is to collect all information related to your customers and provide a 360 view for each customer Identity & Demographic Browsing Activities Transactions Preference Social Engagement Sentiment Event Attendance Support Interaction Sales Interaction Firmographic

5 Data Aggregation Identity & Demographic Browsing Activities Transactions Preference Social Engagement Sentiment Event Attendance Support Interaction Sales Interaction Firmographic

6 Data Aggregation Extract data from different sources Mobile Apps Websites / Portals Cleanse and Standardize Merge identities with PII s Databases Model and Index Social Ads CRM Helpdesk e-commerce

7 Data Visualization & Analysis

8 Data Visualization & Analysis Profile, dashboard and reports Calculate KPIs Ready for Machine Learning Expose the Data for integration

9 Why Single Customer View?

10 Understand your Customers

11 Understand your Customers with better data

12 Better Data = Better Insights

13 Better Data = Better Insights Better Marketing Marketing

14 Better Data = Better Insights Better Marketing Better Sales Marketing Sales

15 Better Data = Better Insights Better Marketing Better Sales Marketing Sales Better Support Support

16 Better Data = Better Insights Better Marketing Better Sales Marketing Sales Better Support Better Retention CSM Support

17 Better Data = Better Insights Better Marketing Better Sales Marketing Sales Better Support Better Retention Better Customer Experience CSM Support

19 Data??? Insights

20 Data??? Insights data discovery + ETL process

21 Before You Start SCV

22 Before You Start Where are your data sources? What do you want to measure and analyze Know your business process It s a company wide effort SCV

23 ETL Pipeline Extracts data from difference sources both structured or unstructured Transforming the data by cleaning, filtering, validating, merging and applying business logic. Loading the transformed data to a queryable data warehouse ready for visualization and analysis

24 ETL Pipeline at Scale

25 ETL Pipeline at Scale Sources Google Analytics Forms CRMs Website Database

26 ETL Pipeline at Scale Sources Extract & Transform Load Google Analytics Forms Amazon S3 CRMs Google Cloud Storage Website Database Apache Cassandra

27 ETL Pipeline at Scale Sources Extract & Load 2nd Transform 2nd Load Transform Google Analytics Forms Amazon S3 Google BigQuery CRMs Google Cloud Storage Website Database Apache Cassandra

28 ETL Pipeline at Scale Sources Extract & Transform Load 2nd Transform 2nd Load Google Analytics Forms CRMs Amazon S3 Google Cloud Storage Website Apache Cassandra Database Google BigQuery Visualize & Analyze

29 What is Liferay Cooking?

30 Liferay SCV

31 Liferay SCV ETL pipeline as a service

32 Liferay SCV ETL pipeline as a service API and Pre-built Connectors

33 Liferay SCV ETL pipeline as a service API and Pre-built Connectors Unified customer profile

34 Liferay SCV ETL pipeline as a service API and Pre-built Connectors Unified customer profile Real-time, adaptive segmentation

35 Liferay SCV ETL pipeline as a service API and Pre-built Connectors Unified customer profile Real-time, adaptive segmentation Deep Customer Insights

36 Liferay SCV available in Q2, 2018

37 Recommended Talks

38 Q&A

Your Top 5 Reasons Why You Should Choose SAP Data Hub INTERNAL

Your Top 5 Reasons Why You Should Choose INTERNAL Top 5 reasons for choosing the solution 1 UNIVERSAL 2 INTELLIGENT 3 EFFICIENT 4 SCALABLE 5 COMPLIANT Universal view of the enterprise and Big Data: Get