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The latest solution from NGDATA - Lily 3.0 - allows businesses to easily organize big data in a customer centric way, so they can more intelligently market to customers at the individual level to improve customer experiences.
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Increase Customer Engagement with PersonalizationNGDATA Demo Webinar – July 16th 2014
2Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Customer Experience Customer spamming is doing more damage than good
Company& Customer
Activity
CustomerCRM
Systems
CustomerWeb & Mobile
Customer Channel Campaigns
CustomerService Desk
Social Data
Website &online apps
Mobile App Server
SMS
Broadcast
Offers
direct mail
ATM
web
Agent, IVR
mobile
chat
Relevance?Awareness?
Value?Timing?Clarity?
3Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Connecting with the Customer
Preferences
Affinities
Context
Behavior
4Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
I have a customer - what are the top 3 products he is likely to buy?
Answering the Tough Questions…
Which top hundred customers are likely to buy my product X today?
What is the best channel to connect with my customer, and when?
How can I turn around my most valuable potential churners?
5Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Challenges in Becoming Customer-centric
Overcome “Analysis Paralysis”
Proactively Engage with Customers
Cope with plethora of
data
6Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Becoming Customer-centric with Customer DNA
7Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
What is Customer DNA?
▪ an organized collection of 1000s of predefined descriptive metrics
▪ calculated in real time
▪ by a configuration-based calculation engine
▪ organized per identified customer
▪ based on a variety of data sources, both interaction- and fact-based
▪ using a variety of predefined calculation, prediction or retrieval methods
▪ providing actionable data for marketing & customer-centric applications
8Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Customer DNA is based on Interaction dataand factual data (customer facts, contract info …)
9Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Lily Enterprise
See everything together – comparisons with a Set defined by you, and evolving trend scores for each customer
From Data to DNA – 1000s of metrics determine individual DNA
10Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Lily Enterprise
Dynamically created Sets defined by your own rules
More effective Alerts based on real-time customer metricsModels available, or
easily and dynamically add new models from all available metrics
Manage Big Data - Breaking down data silos to gain insights on all customer interactions in one place
With Lily’s Customer DNA and Machine Learning Engine, individual product Preferences are available each moment
Demo
12Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Lily Enterprise 3.0
Time to Value
▪ Understanding a complete picture of your customers in 6 months− What they are about | How to engage them
Impact and Results
▪ Creating a data-aware organization− “Transactionable” | Bringing analytics to the end-user | Delivering results
Functions
▪ Building Metrics, Affinities, Preferences in real-time, with continuous Machine Learning
▪ Integrates with enterprise architecture (CRM, CMS, BI,...), also allowing triggers and alerts
▪ Adding data sources, dynamically, as available
Bringing a New, Greater Value to Customer Experience Management
13Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
InteractionManager
Big Data Repository
Catalog Manager
Listen
Execute
Learn
TargetingEngine
Open APIConnectors
Calculation Engine
Machine Learning
ListenConnects
CustomerPreferences
Customer DNA
Lily Enterprise
Real-Time Processing
Architecture
Lily’s key components &
related modules
14Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Learn
Execute
ListenInteractionManager
Big Data Repository
Catalog Manager
Listen
Execute
Learn
TargetingEngine
Open APIConnectors
Calculation Engine
Machine Learning
ListenConnects
CustomerPreferences
Customer DNA
Technology Foundations
Hadoop eco-system components
Metastore
ZooKeeper
Flume
15Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Lily
Operational Systems
Lily Enterprise 3.0Bringing a New, Greater Value to Customer Experience Management
External Data
Contract Data
Product Data
Reference Data
Reporting / Analytics
Enterprise BI and reporting
CRM and Call Center
IVR and Calls
Enterprise Analytics Applications
Marketing Data
Interaction Data
Campaign Data
CRM
Social Data
Customer Web and Mobile
Mobile Web and Apps
Customer Website & Apps
User and Brand Follow Up
CRM Data
Data Warehouse Data Outbound Marketing
Campaign Management
Real Time Integration
Data integration
BatchIntegration
ETL or
Lily APIbased
Lily Connector Based
Feedback
16Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Key Use Cases Applied to Subscription-based BusinessesCustomer Lifetime Value (Inbound, Outbound, Risk)
• Personalization• Offer recommendations based on individual preferences• Customer Service assistance• Manage risk, fraud prevention, Reduce customer churn
• Personalization, Customer Services• Better targeting, micro campaigns, social leaders• Reduce customer churn, price sensitivity• Media and IPTV, audience measurement
• Personalization, Cross sell/upsell• Recommendations – ads, content, etc.• Audience measurement• Customer Services
Banks
Telecoms
Media and Publishers
17Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Website Real Time Offer Personalization
?
?
?
Determine offer eligibility from:• Joe’s product preferences• Joe’s DNA (Interests, lifecycle, activity,...)
Calls to Lilly with content:• Customer info.• Context info.• Session data
18Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
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?
?
Website Real Time Offer Personalization
19Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission
Experience the Difference with Lily
Listen Bigger.
VO
LU
ME
Learn Faster.
SP
EED
Execute Smarter.
AN
SW
ER
S
Volumes of Data
Availability
Questions Answered
Start working with Lily to discover results from Day 1
Zettabytes
Exabytes
Petabytes
Terabytes
Gigabytes
Seconds
Minutes
Hours
Days
Weeks
Unknown Unknowns
Known Unknowns
Known Knowns DW/BIDW/BIDW/BI
20Copyright 2014 NGDATA®, Inc. Confidential – Distribution prohibited without permission