Tech Talk: Achieve a Customer-Centric View in an Omni-Channel World

World®’16

TechTalk:AchieveaCustomer-CentricViewinanOmni-ChannelWorld

BryanWhitmarsh,Sr.PrincipalProductManager,CATechnologies

DO4T31T

DEVOPS– AGILEOPERATIONS

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Abstract

Today,ourcustomersareinteractingwithourbusinessandservicesthroughmobile,Webandincreasinglyviawearables.Itiscriticaltounderstandandimprovetheuserexperienceweareprovidingacrossalloftheseappchannels.Areourcustomersgettinggoodvaluefromourapps?Howaretheyinteractingwithus?Howcanwedelivermorevalueviathechannelsanddevicesmostimportanttoourusers?

BryanWhitmarshCATechnologiesSr.PrincipalProductManager


Agenda

WHATISIMPORTANTFORANOMNI-CHANNELEXPERIENCE?

OMNI-CHANNELEXAMPLESPROVIDEDASSTORYTELLING

KEYQUESTIONSTOANSWERFOROMNI-CHANNELSUCCESS

HOWDOWEACTIVEOUROMNI-CHANNEL?

HOWTOENABLEACUSTOMERCENTRICOMNI-CHANNELVIEW

GAINTRUEBUSINESSINSIGHTSFROMYOURANALYTICS

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BESTBANKINGAPPIHAVEEVERUSED!

Justchangedbanksto______!

World®’165 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD


500M+Wearablesby2020

Anytime,AnywhereAppAccess

ConnectApps,IncreaseValue

Wearables LTEsandSDNs Opportunity

Omni-ChannelAppsDrivingSuccessandFailure


67%…ofmobileusersunwillingtowaitforslowappload-times

50%Rank‘ease-of-use’asthetopdriverforappadoptionorpurchase

38%…ofmobileusersarefrustrated byappsecurityissues

Speed Simplicity Security

ZogbyReportWhatisImportanttoAppUsers?

ThekeystowinningintheAppEconomy


Omni-ChannelinTravel


Omni-ChannelinRetail


Omni-ChannelinLodging


Howdoweactivate ourOmni-Channel?


ManyDifferentApps,Devices,APIs

Mobile

WebWearables

TV

Physical

ProductsandServices

Comingin2016TheOmni-ChannelProblem…


KeystoOmni-ChannelSuccess

Wearables by2020

AnalyzeitEnablead-hocqueries,driveactionableintelligence

NormalizeitCentralizeddatalakerepository,commonKPIs

GetthedataInstrumentacrossallchannels

Stepsinthejourney…


EnablingaCustomerCentric,Omni-ChannelView

Mobile

WebWearables TV

Physical

ProductsandServices


EmpoweringYourBusinessWithOmni-Channel

Wearables by2020

PersonalizeContextual,targetedexperiencesandoffers,deliveredinreal-time

OptimizeUsedata,retaincontext,simplifyworkflows

UnderstandIlluminatethecustomerjourney,data-drivendecisions

Createcompelling,personalizedexperiences


ARules-BasedPolicyEngine


GainBusinessIntelligence/InsightsfromYourAnalytics


Omni-ChannelSuccess:AnswerKeyQuestions!

Who isusingourapps?

Where andWhen areappsused?

What aremyusersdoingwithourapps?

What goalsaremyuserstryingtoachieve?

CanIHelp usersgetmorevalue?

Visualize,UnderstandIntentandbeProactive.


Summary5Takeaways

1. Userexperienceis“the”topapplicationmetric2. Omni-channelismorethenmulti-channel3. 3Stepstoomni-channelsuccesscollect->normalize->analyze4. Businessintelligence/insightscanmakeyouthehero5. Answer:Who?WhereandWhen?What?What?CanIhelp?


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Tech Talk: Achieve a Customer-Centric View in an Omni-Channel World

Technology

Transcript of Tech Talk: Achieve a Customer-Centric View in an Omni-Channel World