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CustomerExperienceDefined
“Customerexperience(CX)istheproductofaninterac2onbetweenanorganiza2onandacustomeroverthedura:onoftheirrela2onship.”
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“The customer experience is the next competitive
battleground.” Jerry Gregoire
(Former CIO Dell/PepsiCo)
Whatdoallthose scenarioshaveincommon?
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Youneedtoknowthecustomerprofile,e.g.historicaldata,totakeadecision
Youneedtounderstandthecontextinwhichthecustomerevolves
Youneedtobeabletoreactinreal:metocertaincondi:onsorpaGerns
9 Image Credit: http://www.websitemagazine.com/content/blogs/posts/archive/2014/09/25/customer-service-in-2039.aspx
DoesthismeanIneedBigData???
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Analyse Data at Rest
BATCH ANALYTICS
Analyse Data in Real time
STREAMING ANALYTICS
Predict Behaviour
PREDICTIVE ANALYTICS
BusinessIntelligence
Real-2meAnaly2cs
• Ac:ngonflowing(orperishable)data
• TemporalandlogicalpaGerns
• Candetectthenon-occurrenceofevents
• Canusehistoricaldataandreal:medatatotakedecisions
• Scalesto100.000events/secandmore.
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IoTprovidescontext!
13 Images Credits: https://developer.apple.com/ibeacon/, http://www.yenlo.com/blog/building-the-world-s-biggest-ibeacon-living-lab-with-wso2,
Predic2veAnaly2cs
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Image Credit: http://www.edureka.co/blog/who-is-a-data-scientist/
• Useshistoricaldata,sta:s:calalgorithmsandmachinelearningapproachestopredictbehaviouranddetecttrends,forexample:• Recommenda:onEngine
• Classifica:on
• AnomalyDetec:on
• Createsamodelthatcanbeappliedtonewdata.
• Willmostlikelyrequiretheskillsofadatascien:st