Over the past decade, companies have tapped into big data to understand their customers behavior, but the time has come to go a step further: what if you could adapt to each customer and offer them a personalized experience, based on their historic behavior, mood or geo location? Join us to hear about businesses who have transformed their customer’s relationship by leveraging their existing data but also real-time information and to learn about WSO2’s strategy to accompany you as you embark on this journey.

1. VP, Product Strategy
Isabelle Mauny
Leveraging Analy2cs
to Improve Customer Experience

2. Customer Experience Defined
“Customer experience (CX) is
the product of an interac2on
between an organiza2on and a
customer over the dura:on of
their rela2onship.”
2

3. 3
“The customer experience is
the next competitive
battleground.”
Jerry Gregoire
(Former CIO Dell/PepsiCo)

4. 4
Your customers want to have a social, personalized experience.
We are in the :me of ME!

5. 5
TRAVELLING
5

6. 6
CALLING CUSTOMER SERVICE
6

7. 7
RETAIL
7

8. What do all those
scenarios have in common ?
8
You need to know the customer profile, e.g. historical data, to take a decision
You need to understand the context in which the customer evolves
You need to be able to react in real :me to certain condi:ons or paGerns

9. 9 Image Credit: http://www.websitemagazine.com/content/blogs/posts/archive/2014/09/25/customer-service-in-2039.aspx
Does this mean I need
BigData ???
9

10. 10
Open APIs
Databases
Apps
Mail
Logs
Social networks
Every industry has
plenty of data!
IoT Devices
</API/>

11. 11
Analyse Data
at Rest
BATCH
ANALYTICS
Analyse Data
in Real time
STREAMING
ANALYTICS
Predict Behaviour
PREDICTIVE
ANALYTICS
Business Intelligence

12. Real-2me Analy2cs
• Ac:ng on flowing (or perishable) data
• Temporal and logical paGerns
• Can detect the non-occurrence of
events
• Can use historical data and real :me
data to take decisions
• Scales to 100.000 events/sec and more.
12

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

14. Predic2ve Analy2cs
14
Image Credit: http://www.edureka.co/blog/who-is-a-data-scientist/
• Uses historical data, sta:s:cal algorithms and
machine learning approaches to predict behaviour
and detect trends, for example:
• Recommenda:on Engine
• Classifica:on
• Anomaly Detec:on
• Creates a model that can be applied to new data.
• Will most likely require the skills of a data scien:st

15. 15

16. 16

17. Analy2cs: Innova2on is in Open Source!
17

18. 18
WSO2 Analy2cs PlaWorm

19. Thank You!
#WSO2ConEU
Share your feedback for this session
wso2con.com/app