InfoTrellis Allsight - 'Customer Intelligence Management' Overview

Overview

The Challenges in Delivering Customer-centric Service

• Inefficient service delivery• High cost of service delivery

• Complex processes involving many steps, systems and people

• Introduction of new channels (it’s moving beyond ‘the service counter’ model) necessitates a Customer-centric view

• Lack of a Customer journey• Understanding from the Customer’s POV

of their experience across all departments, stores, online and mobile

• Ultimately leads to eroding trust in customer service

There Are Many Business Drivers For a Customer-centric Strategy

• Reduce the complexity of interacting with your company

• Omni-channel service delivery can reduce costs, improve efficiency and improve the customer experience• Call center, web self service, service

centers, kiosks – they all need to be integrated

• Optimize Customer engagement and usage of loyalty programs and discountedoffers

• Understanding the Customer journey to deliver a pervasive experience

• The open data movement – transparent, accessible, responsive services

An Intelligent Customer 360

CustomerContact methods, identity,

relationships

EligibilityEligibility for programs (loyalty), coupons

and services

FraudFraudulent individual lists

ServicesStores, departments, services utilized

Customer 360Improves Operations

• C360 Enhances the Customer

experience by improve service and

recommending additional services

Multiple Perspectives

• C360 presents different Customer

perspectives – corporate, store and

department view, etc – based on

confidence level

One Stop Shop

• C360 consolidates data in one place

from thousands of sources

Non-Invasive

• Builds a Customer 360 on the back-end of

business processes

• Doesn’t require your company to adopt 1

enterprise system or change their systems

InteractionsLoyalty card usage, service center visits,

kiosk usage, webchats, Emails, web-

browsing history, or in real-time,

Customer Journey

Three Eras of Customer 360

CIF Era

Customer Data

Integration (CDI) / MDM Era

Customer Intelligence

Management (CIM) Era

Requirements:

1. Big & Unstructured Data

2. Power operational needs – Customer

care, sales, recommendations

onboarding

3. Power analytical needs – marketing

targeting, data science, risk and fraud

Requirements:

1.Normalized relational

customer profile

2.Subset of ‘master data’

3.Real-time operational use

cases – integrate with

CRM, web self-service

Requirements:

Batch transaction processing

Technology:

Hierarchical flat file

1970 - 2000 2000 - 2015 2016- Present

Depth of

Customer

Understanding

&

Business Value

Technology:

1.Relational database

2.Service oriented architecture

(SOA)

3.Message-oriented

middleware (MOM)

Technology:

1. Apache Hadoop

2. Spark

3. Machine Learning

4. Graph & columnar data stores

5. Natural language processing

6. Schema-less matching

LAUNCH OF INITIATE MDS, RDM & PIM PRACTICESPartnering with customers through all phases of

their MDM journey

GLOBAL REACH CAPABILITYContinuation of customer successes through

new global delivery team

DWL LAUNCHES FIRST CDI SOLUTIONInfoTrellis founders are the lead architects

LAUNCH OF ‘SMART MDM’A highly successful multi-phase MDM

Implementation methodology

IBM ACQUIRES DWLInfoTrellis founders are integral part of the

roadmap from CDI to MDM

EXPANDING INTO NEW GEOS AND INDUSTRIESNew Manufacturing, Hi-Tech and Telecom clients

INFOTRELLIS FOUNDEDHelping businesses realize the true value of MDM value of MDM

PRODUCT DIVISION ESTABLISHEDIntroduction of Master Data Analytics (Veriscope) supporting Data Governance

DWL CDI SOLUTION RECOGNIZED AS ‘VISIONARY’Becomes #1 CDI application globally

LAUNCH OF BIG DATA SOLUTIONS POWERED BY ALLSIGHTSocial Cue, Customer ConnectID

EXPANDING INTO NEW INDUSTRIESEntry into Insurance, Banking industries

ANALYTICS IN ACTIONCustomers extracting actionable value from their big data sets

2012

2008

2010

2005

1999

2014

2013

2009

2011

2007

2003

2015

2016BIG DATA CONSULTING PRACTICE ESTABLISHED

Expanding Big Data solutions across multiple vendor distributions and usecases

InfoTrellis - A Timeline of Success

InfoTrellis – The Thought Leaders of the Second and The Third Era of Customer 360

• We are the team that built the first CDI-MDM system (DWL). It was the first and the pre-eminent CDI-system of the second era of Customer 360.

• We helped 1000s of customers implement CDI-MDM and move from the 1st to the 2nd era of Customer 360 (leveraging their investment in CIF software).

• We recognized that the 3rd era of Customer 360 was coming.

• We built the first CIM system, AllSight.

• We want to help you move into the CIM era of Customer 360, and we know how to do so while leveraging your investment in the technologies of the last eras.

InfoTrellis is the Right Partner to Deliver a Customer 360

Customer Data Integration (CDI) / MDM Era Offerings

• Products• InfoTrellis Veriscope

• Reseller IBM MDM Portfolio

• Services• IBM MDM Consulting Practice

• Informatica MDM Consulting Practice

Customer Intelligence Management (CIM) Era Offerings

• Products:• AllSight Customer Intelligence

Management System

• Services• Big Data consulting practice

• AllSight consulting practice

We help companies implement modern technology that consolidates & transforms fragmented data into reliable,

intelligent data that they can run their business on.

The Customer Data Challenge is Greater than Ever Before

Copyright ©2016 InfoTrellis. All Rights Reserved.

Don’t see the full Customer view or journey when providing new services

Lack a Customer 360 to understand their complete journey

Customers frustrated by multiple, disconnected processes

IT can’t manage all Customer data with existing

systems.

CDOs can’t govern Customer data in

silos.

Customers

SELF-SERVICE

CALL CENTER

SERVICE OFFICESIT

CDO & Governance

Customers use a variety of devices & channels. This creates a huge volume & variety of data.

CAO & Data Scientist

Data Scientists must manually synthesize and enrich data for

analysis

Customer Intelligence Management Systems Deliver a Complete Customer 360

Copyright ©2016 InfoTrellis. All Rights Reserved.

SALES

SERVICE

MARKETING

IT

CDO & Governance

Ingest Any Data Source Create an Intelligent Customer 360 Share Intelligent Customer Data

with All Users

Synthesize Reason

Recall

LearnCAO & Data Scientist

AllSight – A Real Customer 360

Left Brain

Synthesis

Demographics

Contact Details

Services Utilized

Social Posts & Profiles

Relationships

Service Requests

Interactions

Transactions

AllSight – An Intelligent Customer 360

Left Brain

Synthesis

Right Brain

Reasoning

Demographics

Contact Details

Services Utilized


Relationships

Service Requests

Interactions

Transactions

Sentiment

Life Events

Alerts

Churn, Risk, & Value

Inferred Demographics

(Occupation, etc)

Proximity & Location Events

(Travel, Store Visits, etc.)

Personality

Influencers

Customer Journey Insights

AllSight – The Intelligent Customer 360

Left Brain

Synthesis

Right Brain

Reasoning

Demographics

Contact Details

Services Utilized


Relationships

Service Requests

Interactions

Transactions

Sentiment

Life Events

Alerts

Churn, Risk, & Value

Inferred Demographics

(Occupation, etc)

Personality

Influencers

Customer Journey Insights

Proximity & Location Events

(Travel, Store Visits, etc.)

AllSight’s Unique Differentiation

Left Brain

Synthesis

Right Brain

Reasoning

AllSight Synthesizes A

Complete Customer 360 from

All Data Sources

Unlike Master Data Management• Which only handles a fraction of

structured data

Unlike Big Data Platforms/Lakes • Which can store data but don’t

synthesize it into a Customer 360

Unlike Data Warehouses• Which don’t synthesize and only store

structured data

AllSight Reasons to Add

Intelligent Enrichments to the

Customer 360

Unlike Predictive Analytics • Which analyzes data but doesn’t

consolidate, synthesize or enrich it

Unlike Data Visualization Tools• Which only offer visualization but don’t

manage a Customer 360

Unlike Social Profile Tools• Which don’t match to internal data for a

full Customer 360 or enrich it

Data Ingest Manage

Understand -

Natural

Language

Processing

Link & Build

Context –

Synthesis &

Matching

• Data Store (Pre-

built models) for

C360, insight &

graph relationships

• Configurable

Perspectives/Views

• Governance &

quality

Analytic

Inferences &

Insights

Machine Learning Algorithms to continuously

Learn, Adapt, Improve, and Automate

Real-time

Services

CIM Dashboard

& C360 Graph

Batch

Interfaces

Act

A Customer Insight System – Data + Analytics + ActionSynthesize Reason

Evaluate:

Data

Confidence

Scores

Data

Enrichments

Intelligence

Evaluate:

Insight

Confidence

Scores

Big Data

Processing Engines

Users

At Rest

Streaming

Low Latency – From Real-time Streaming to Batch

Customer 360 Dashboard for Service

Customer Journey

Customer 360 Graph

Retail Use Cases for Customer Intelligence Management

B2B Use CasesBased on a Customer 360 of small, medium and enterprise organizations & hierarchies; agents and brokers

1. B2B Customer/Legal Entity Service – Organization Customer 360 to understand complex org hierarchies, contracts & unstructured data and relationships to Customers

2. Underwriting – Customer/Customer 360 of organization hierarchies and entities for more accurate risk decisions

3. Third Party Service Delivery Co-ordination – Customer 360 of legal entities and people from 3rd party organizations involved in government service delivery

4. Employee 360 – Employee and agency 360 with organizational hierarchies

5. B2B Organization Data Science – Customer data lake of organizational hierarchies and relationships

B2C Use CasesBased on a 360 view of Customers and households

1. Customer Service – Customer 360 makes service center & self-service more efficient

2. Omni-channel Customer Experience – Customer journey and interactions across all channels & agencies to improve omni-channel interactions

3. Fraud – Explore & analyze Customer data and relationships among Customers and across agencies to discover fraud

4. Customer-centric Data Science – Customer 360 Data Lake for exploration and insight

5. State-wide Customer 360 – Pan-agency Customer 360 to recommend services & programs for better Customer engagement

Common Business / IT Initiatives that Need Customer Intelligence Management

Deliver the Complete

Corporate Customer 360

Consolidation or Registry Style

Master Data Management

Customer 360 for CRMRefine A Data Lake for

Intelligent Customer Data

AllSight Capabilities

1. The Best Option for Consolidation-style MDM –

AllSight can consolidate unstructured and structured

data for a Real Customer 360

2. Modern Registry Capabilities – Synthesize all data

into a single registry view; high-performance virtual

consolidated views of registry customers

3. Intelligent Customer 360 – AllSight infers

Intelligent attributes to complete the customer 360

4. SaaS Deployment – Native cloud deployment,

hosted private cloud or on premise

5. Services APIs – Integrate with existing applications;

configure services to match existing MDM ones for

migration

Customer Intelligence Management System

Synthesize Reason Recall Learn

MDM

AllSight Has Unique Functionality to Address Master Data Management

Modernize MDM by Augmenting it with CIMAn Intelligent Customer 360

Relational Customer Master or MDM

Stores Core Structured Data for Customers & Unique

Customer ID• Demographics

• Identity

• Order & product summary data

• Simplistic relationship data

AllSight Customer Intelligence Management

Augments MDM with

• Omni-channel interactions – all data

• Customer journey

• All transaction/order data

• Customer-centric alerts & notifications

Sales Service Ordering Marketing

What MDM Is, and Is Not

MDM Is Not:MDM Is:

Customer “Master” Data All Customer Data

Only Structured Data Unstructured Data

“Core” Attributes & subsets Big Data & Large Volumes

Operational Use Cases Analytical Use Cases

Batch & Real-time Inquiry Streaming Data

Quality Deals in Absolutes Evaluates Data Confidence

Single Version of the Truth Multiple Perspectives of the Customer

CIM is, What MDM Is Not

CIM Is:MDM Is:

Customer “Master” Data All Customer Data

Only Structured Data Unstructured & Structured Data

“Core” Attributes & subsets Big Data & Large Volumes

Operational Use Cases Analytical & Operational Use Cases

Batch & Real-time Inquiry Streaming, Real-time & Batch

Quality Deals in Absolutes Evaluates Data Confidence

Single Version of the Truth Multiple Perspectives of the Customer

AllSight Capabilities

1. A Customer Data Lake – AllSight can ingest data

from your data lake and produce a Customer Data

Lake (aka Customer 360)

2. Synthesis – AllSight synthesizes data together by

understanding raw data (natural language processing)

and linking it together into a graph (schema-less

matching)

3. Intelligent Customer 360 – AllSight infers Intelligent

attributes to complete the customer 360

4. Analytic Discover User Interface – AllSight’s C360

Graph Application enables data scientists and analysts

to discover data and find data-driven insights

5. Services APIs – Integrate with existing applications;

configure services to match existing MDM ones for

migration

Customer Intelligence Management System

Synthesize Reason Recall Learn

Customer Data Lake

AllSight Has Unique Functionality required for a Customer Data Lake

Data Scientists Aren’t Spending Enough Time Doing Data Science

80% of their time is spent collecting, aggregating, and cleansing data

Let your data scientists spend more time on data science. Clean up your data lake to

organize Customer data for them.

Stop Manually Joining Data Sets and Start Finding Real Insight with a Customer 360

Data Tooling Gives You Data Sets that

You Have to Manually Join Together

AllSight Gives you a Customer 360 Graph

Visualization that powers discover and insight

There is Still a Gap to Make the Lake Usable

Hadoop

Big Data Platform

Aka Data Lake

Structured Data

(Transactions)

Contact Data

(email, etc.)

Unstructured

Data (PDF files,

forms, etc.)

Reports &

Analytic Insights

Omni-channel

Interactions

(webchat, email,

calls)

Raw Social Media

Data

The Gap is Delivering Usable, Intelligent Data to Business Users and

Their Applications

SALES

SERVICE

MARKETING

IT

CDO & Governance


Data Visualization Tools Don’t Address the Customer Data Challenge

Hadoop

Big Data Platform

Aka Data Lake

Structured Data

(Transactions)

Contact Data

(email, etc.)

Unstructured

Data (PDF files,

forms, etc.)

Reports &

Analytic Insights

Omni-channel

Interactions

(webchat, email,

calls)

Raw Social Media

Data

Big Data

Visualization

• Designed to visualize big data in spreadsheet UIs –make large volumes of big data easy to see

• Very rudimentary data management capabilities; can’t produce a Customer 360

• Don’t enrich the data or add intelligence

SALES

SERVICE

MARKETING

IT

CDO & Governance


Managed Data Lake / Metadata Vendors Don’t Address the Customer Data Challenge

Hadoop

Big Data Platform

Aka Data Lake

Structured Data

(Transactions)

Contact Data

(email, etc.)

Unstructured

Data (PDF files,

forms, etc.)

Reports &

Analytic Insights

Omni-channel

Interactions

(webchat, email,

calls)

Raw Social Media

Data

Meta Data /

Managed Lake

• Automatically read and classify data in the lake

• Useful to get a taxonomy of data in the lake

• Doesn’t synthesize data into central concepts like Customer

SALES

SERVICE

MARKETING

IT

CDO & Governance


Hadoop Big Data Lake

Customer Intelligence Management Leverages the Data Lake Foundation & Powers Customer-facing processes

Synthesize Reason

Learn

Recall


Understand and Synthesize Data

Synthesize all data into the complete picture

Synthesize Reason

Learn

Recall


Infer Intelligent Attributes

Synthesize Reason

Learn

Recall

Insights Personalities

& PreferencesExperiencesEvents

Reason to enrich data with intelligence


Turn a Data Lake into an Intelligent Customer 360

Synthesize Reason

Learn

Recall

Synthesized

Data

Inferred

Intelligence

Our Customers Act on Intelligent Customer Data

Empowers 22,000+ sales reps to make

personalized customer decisions

Tailors micro-segmented campaigns to their

highest value loyalty program members

Personalizes customer care for social, email

and call center channels

Recruits and retains the best students for

multiple university programs

Our Customers Understand Their Customers

A Multi-national Automotive company

A Large Hotel Company

Electronics Retailer & Manufacturer

Omni-channel Personalized Care

o Connected social users to customers

o Client integrates that data into

customer care channels via their

customer hub

o Optimized call center experiences

Personalized Marketing Campaigns

o Connected social users, loyalty

members, events and competitor

mentions to measure wallet share

o Drove targeted marketing campaigns &

personalization

Detailed Account Planning

o Connected webchats, emails, contact

center interactions, weblogs and social

o 1 billion customer records

o Enabled intelligent call routing &

prioritization, personalization and cross-

device marketing

1. Data + Analytics + Action in 1 Customer

360 system

2. Operational & Analytical Use Cases in 1

Customer 360 system

3. Adapts to changing Customer data with

machine learning powered synthesis and

reasoning in 1 Customer 360 system

Synthesize Reason

Recall

Learn

Big Data Platform

(Apache Hadoop, Spark, Machine Learning, Graph DB)

AllSight’s DifferentiationA Pre-built Customer Intelligence Management System

InfoTrellis is the Right Partner to Deliver a Customer 360

Customer Data Integration (CDI) / MDM Era Offerings

• Products• InfoTrellis Veriscope

• Reseller IBM MDM Portfolio

• Services• IBM MDM Consulting Practice

• Informatica MDM Consulting Practice

Customer Intelligence Management (CIM) Era Offerings

• Products:• AllSight Customer Intelligence

Management System

• Services• Big Data consulting practice

• AllSight consulting practice

We help companies implement modern technology that consolidates & transforms fragmented data into reliable,

intelligent data that they can run their business on.

Technical and Functional Practices

Program Management

Business Analysis

Quality Assurance

InfoSphere MDM Server

SE (Initiate MDS)


AE (MDM Server)


CE (PIM)

InfoSphere MDM

Reference Data

Management

Master Data

Management

InfoSphere DataStage

Netezza

Informatica

Microsoft SSIS

WebSphere Cast Iron

SAP PI

Data Integration

InfoTrellis AllSight

Cloudera

Hortonworks

BigInsights

Apache Hadoop

Big Data

InfoTrellis Veriscope

InfoSphere Information

Analyzer

Informatica Data Quality

Data Quality &

Profiling

InfoTrellis Services Portfolio

MDM

STRATEGY

MDM

SUPPORT

MDM

IMPLEMENTATION

Services

Portfolio

DESIGN AND

IMPLEMENTATION

SOLUTION

UPGRADE

SOLUTION

ARCHITECTURE

HEALTH

CHECK

PRODUCTION

SUPPORT

PERFORMANCE

TUNING

NEEDS

ASSESSMENT

PROGRAM

ROADMAP

PROGRAM

STRATEGY

SMART MDM™ Delivery Methodology

Smart MDM™

delivery

methodology

benefits

Deliver value

early and often

Client

satisfaction managed

more closely

Encourages

collaboration

between business

and IT

Greater ability

to respond

to change

Tried and

tested approach

on multiple

projects

Keeps solution

connected to the

business value

1

2

3

4

5

6

InfoTrellis Smart MDM™ is a common sense approach based on parts of Rational Unified Process (RUP) and Agile development methodologies

It blends deliverables with accountability and requires customer focused teams to collaborate and deliver a high-quality MDM solution

It provides tried and tested methods to ensure success for MDM programs

Thought Leadership

Given our long history in this space, we bring a holistic yet practical thought leadership to data management programs. Our competence in MDM ecosystems is unparalleled and we offer industry domain and technology competence required for its success

InfoTrellis MDM Veriscope is our completely unique reporting & operational monitoring product for MDM, the only product available with the ability to track data quality trends, performance and business analytics on customer data

Experience from our many successful MDM implementations is captured and made available in assets such as Smart MDM™ (our MDM Solution Delivery Methodology), Service Tester™ tool, 100’s of MDM Server test cases

Automated code review tools for Informatica and DataStage, pre-built DataStage and Informatica packages to speed up ETL work for MDM projects

Our People Investing heavily in hiring and training the best

people for our various practices across geographies; 225+ consultants in Canada, US , India and growing

Our hiring philosophy is not to hire when in doubt; our hire to reject ratio is 1:50; once selected consultants undergo focused training and certification process

We have a very healthy mix of senior, intermediate and junior resources across competencies, with over 90% retention rate which is one of the best in the industry

We are a diverse team with more than half a dozen nationalities, who have lived and worked in various continents including North America, Europe, Asia and Africa

The Problem with MDM DeploymentsThe quality of all data is often overlooked or relaxed to ‘get the data in there’

for matching.

Source A

Source B MDMHub

Governance

& Stewardship

Legacy CIF

Source C

Consumer X

Consumer Y

Consumer Z

x Validations

x Verifications

x Mandatory fields

The Result? Ironically, most MDM Deployments are riddled

with inaccurate & incomplete data

The Solution: InfoTrellis VeriscopeVeriscope is pre-integrated with MDM Products and contains pre-built reports

for your data stewardship team.Source A

Source B MDMHub

Governance

& Stewardship

Legacy CIF

Source C

Consumer X

Consumer Y

Consumer Z

Measure the Master Data Quality Issues traced to Source

Quality Issue Backlog Trends

Change Trends

Composition

Data Stewardship Productivity

Measure the MDM Workload SLA Attainment Trends

Transaction Metrics Trends

Performance Analysis

Consumer Trends

Measure MDM Synchronization Legacy CIF/CDB Reconciliation

Measure the benefit of MDM Quality Improvement

De-Duplication

Consumption Rates

InfoTrellis Veriscope Dashboards

Overview

InfoTrellis Allsight - 'Customer Intelligence Management' Overview

Data & Analytics

Transcript of InfoTrellis Allsight - 'Customer Intelligence Management' Overview