tech talk: achieve a customer-centric view in an omni-channel world
Post on 16-Apr-2017
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World®’16
TechTalk:AchieveaCustomer-CentricViewinanOmni-ChannelWorld
BryanWhitmarsh,Sr.PrincipalProductManager,CATechnologies
DO4T31T
DEVOPS– AGILEOPERATIONS
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ForInformationalPurposesOnlyTermsofthisPresentation
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Abstract
Today,ourcustomersareinteractingwithourbusinessandservicesthroughmobile,Webandincreasinglyviawearables.Itiscriticaltounderstandandimprovetheuserexperienceweareprovidingacrossalloftheseappchannels.Areourcustomersgettinggoodvaluefromourapps?Howaretheyinteractingwithus?Howcanwedelivermorevalueviathechannelsanddevicesmostimportanttoourusers?
BryanWhitmarshCATechnologiesSr.PrincipalProductManager
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Agenda
WHATISIMPORTANTFORANOMNI-CHANNELEXPERIENCE?
OMNI-CHANNELEXAMPLESPROVIDEDASSTORYTELLING
KEYQUESTIONSTOANSWERFOROMNI-CHANNELSUCCESS
HOWDOWEACTIVEOUROMNI-CHANNEL?
HOWTOENABLEACUSTOMERCENTRICOMNI-CHANNELVIEW
GAINTRUEBUSINESSINSIGHTSFROMYOURANALYTICS
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BESTBANKINGAPPIHAVEEVERUSED!
Justchangedbanksto______!
World®’165 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
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500M+Wearablesby2020
Anytime,AnywhereAppAccess
ConnectApps,IncreaseValue
Wearables LTEsandSDNs Opportunity
Omni-ChannelAppsDrivingSuccessandFailure
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67%…ofmobileusersunwillingtowaitforslowappload-times
50%Rank‘ease-of-use’asthetopdriverforappadoptionorpurchase
38%…ofmobileusersarefrustrated byappsecurityissues
Speed Simplicity Security
ZogbyReportWhatisImportanttoAppUsers?
ThekeystowinningintheAppEconomy
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Omni-ChannelinTravel
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Omni-ChannelinRetail
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Omni-ChannelinLodging
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Howdoweactivate ourOmni-Channel?
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ManyDifferentApps,Devices,APIs
Mobile
WebWearables
TV
Physical
ProductsandServices
Comingin2016TheOmni-ChannelProblem…
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KeystoOmni-ChannelSuccess
Wearables by2020
AnalyzeitEnablead-hocqueries,driveactionableintelligence
NormalizeitCentralizeddatalakerepository,commonKPIs
GetthedataInstrumentacrossallchannels
Stepsinthejourney…
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EnablingaCustomerCentric,Omni-ChannelView
Mobile
WebWearables TV
Physical
ProductsandServices
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EnablingaCustomerCentric,Omni-ChannelView
Mobile
WebWearables TV
Physical
ProductsandServices
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EmpoweringYourBusinessWithOmni-Channel
Wearables by2020
PersonalizeContextual,targetedexperiencesandoffers,deliveredinreal-time
OptimizeUsedata,retaincontext,simplifyworkflows
UnderstandIlluminatethecustomerjourney,data-drivendecisions
Createcompelling,personalizedexperiences
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ARules-BasedPolicyEngine
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GainBusinessIntelligence/InsightsfromYourAnalytics
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Omni-ChannelSuccess:AnswerKeyQuestions!
Who isusingourapps?
Where andWhen areappsused?
What aremyusersdoingwithourapps?
What goalsaremyuserstryingtoachieve?
CanIHelp usersgetmorevalue?
Visualize,UnderstandIntentandbeProactive.
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Summary5Takeaways
1. Userexperienceis“the”topapplicationmetric2. Omni-channelismorethenmulti-channel3. 3Stepstoomni-channelsuccesscollect->normalize->analyze4. Businessintelligence/insightscanmakeyouthehero5. Answer:Who?WhereandWhen?What?What?CanIhelp?
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Thankyou.
Stayconnectedatcommunities.ca.com
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