Webinar: Delivering the Complete Customer View - Today’s Table Stakes by Infusion & MongoDB
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The document discusses the partnership between Infusion and MongoDB, focusing on delivering a comprehensive understanding of the customer through a 'consumer 360°' approach. It outlines four key imperatives for engaging digital consumers: knowing the consumer, providing relevant and timely content, ensuring availability through mobility, and enhancing the social selling experience. The presentation emphasizes agile delivery and technology solutions that enable retailers to adapt to evolving customer needs and expectations.
![MongoDB Strategic Advantages
Horizontally Scalable
-Sharding
Agile
Flexible
High Performance &
Strong Consistency
Application"
Highly
Available
-Replica Sets
{ customer: “roger”,
date: new Date(),
comment: “Spirited Away”,
tags: [“Tezuka”, “Manga”]}](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-15-320.jpg)
![Documents let you build your data to fit
your application
Relational MongoDB
{ !customer_id : 1,!
!name : "Mark Smith",!
!city : "San Francisco",!
!orders: [ !{!
! !order_number : 13,!
! !store_id : 10,!
! !date: “2014-01-03”,!
! !products: [!
! ! !{SKU: 24578234,!
! ! ! Qty: 3,!
! ! ! Unit_price: 350},!
! ! !{SKU: 98762345,!
! ! ! Qty: 1,!
! ! ! Unit_Price: 110}!
! ! !]!
! !},!
! !{ <...> }!
!]!
}!
CustomerID
First
Name
Last
Name
City
0
John
Doe
New
York
1
Mark
Smith
San
Francisco
2
Jay
Black
Newark
3
Meagan
White
London
4
Edward
Danields
Boston
Order
Number
Store
ID
Product
Customer
ID
10
100
Tablet
0
11
101
Smartphone
0
12
101
Dishwasher
0
13
200
Sofa
1
14
200
Coffee
table
1
15
201
Suit
2](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-16-320.jpg)
![{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
“Single View of Customer” Schema](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-18-320.jpg)
![{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
“Single View of Customer” Schema
Key for the document](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-19-320.jpg)
![{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
“Single View of Customer” Schema
Contact Information](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-20-320.jpg)
![{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
“Single View of Customer” Schema
Activity and Purchases](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-21-320.jpg)
![{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
“Single View of Customer” Schema
Analytic Scores](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-22-320.jpg)
![{ customer_id: 4839475638,!
name: { first: “Dwight”, last: “Merriman” },!
email: { primary: dwight@mongodb.com, !
! other: [dwight.merriman@mongodb.com, dwight@10gen.com]!
! },!
phone: { mobile : <…>, fixed : <…> }!
post: { “229 W 43rd St, NY NY 10036”, ... },!
social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],!
orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],!
clickstream: [ <SKU1>, <SKU2>, …],!
last_login: <date>,!
attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],!
primary_location: [ <latitude> , <longitude> ],!
… }!
“Single View of Customer” Schema
Geolocation](https://image.slidesharecdn.com/deliveringthecompletecustomerview-todaystablestakesbyinfusionmongodb-april17th-140417102150-phpapp02/85/Webinar-Delivering-the-Complete-Customer-View-Today-s-Table-Stakes-by-Infusion-MongoDB-23-320.jpg)
Webinar: Delivering the Complete Customer View - Today’s Table Stakes by Infusion & MongoDB
- 1. Delivering The Complete Customer View: Today’s Table Stakes #mongodbretail Director, Business Development, Infusion Director, Solution Architecture, MongoDB Edouard Servan-Schreiber Stephen Eyre Global Business Architect, MongoDB Rebecca Bucnis
- 2. “It’s not information overload. It’s filter failure.” - Clay Shirky, author, teacher, consultant
- 3. Presenters Rebecca Bucnis Global Business Architect - Business Strategy - Former Retailer [email protected] Edouard Servan-Schreiber Director, Solution Architecture - Delivery of Solutions, Pre-Sales - North America, APAC - [email protected] @rebeccabucnis @infusiontweets @edouardss Stephen Eyre Director, Business Development - Delivering Consumer Experience - Europe - [email protected]
- 4. Agenda Introduction Why Infusion & MongoDB The 4 Imperatives The Differentiators Customer Successes Q&A
- 5. Infusion & MongoDB Together Technology/ Infrastructure Brand (the experience) People/ Processes Consumer Business is evolving across dimensions
- 6. Consumer driving Digital Experience
- 7. Retail: Your chance to drive… xx
- 8. Retail: …or at least, create some roads to follow xx
- 9. 1. Know the Consumer = Consumer 360° Theme: Understand customer and personas Challenge: Device proliferation, legacy silo systems MongoDB Examples: Pearson Intl, Otto, Bouygues Telecom 4 Imperatives for the Digital Consumer
- 10. 1. Know the Consumer = Consumer 360° 4 Imperatives for the Digital Consumer
- 11. 2. Be Relevant and Pertinent: Real-time Content with relevant messaging Theme: Every customer is unique Challenges: Varied content, insufficient access to analytics MongoDB Examples: Otto, Craigslist, Retail Industry 4 Imperatives for the Digital Consumer
- 12. 3. Be available for the Consumer: Time, Space & Geo-Aware Selling = Mobility Digital Consumer Apps Knowledgeable Associates Theme: Relevance and convenience Challenge: Information availability & expectations Examples: Retail giants, Retail Banks, European Bank 4 Imperatives for the Digital Consumer
- 13. 4. Social Selling Experience = Entertainment & Trust Theme: “The Brand is a Platform” Challenge: Capture & Share appropriate details MongoDB Examples: Foursquare, eBay, European Bank 4 Imperatives for the Digital Consumer
- 14. Then Brand push Customer on demand Drive to Location Always & Mobility Weekly Ads Personalized Info Company Info Social feedback Now Enabling agile delivery of seamless interactions & selling
- 15. MongoDB Strategic Advantages Horizontally Scalable -Sharding Agile Flexible High Performance & Strong Consistency Application" Highly Available -Replica Sets { customer: “roger”, date: new Date(), comment: “Spirited Away”, tags: [“Tezuka”, “Manga”]}
- 16. Documents let you build your data to fit your application Relational MongoDB { !customer_id : 1,! !name : "Mark Smith",! !city : "San Francisco",! !orders: [ !{! ! !order_number : 13,! ! !store_id : 10,! ! !date: “2014-01-03”,! ! !products: [! ! ! !{SKU: 24578234,! ! ! ! Qty: 3,! ! ! ! Unit_price: 350},! ! ! !{SKU: 98762345,! ! ! ! Qty: 1,! ! ! ! Unit_Price: 110}! ! ! !]! ! !},! ! !{ <...> }! !]! }! CustomerID First Name Last Name City 0 John Doe New York 1 Mark Smith San Francisco 2 Jay Black Newark 3 Meagan White London 4 Edward Danields Boston Order Number Store ID Product Customer ID 10 100 Tablet 0 11 101 Smartphone 0 12 101 Dishwasher 0 13 200 Sofa 1 14 200 Coffee table 1 15 201 Suit 2
- 17. Notions RDBMS MongoDB Database Database Table Collection Row Document Column Field
- 18. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: [email protected], ! ! other: [[email protected], [email protected]]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema
- 19. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: [email protected], ! ! other: [[email protected], [email protected]]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Key for the document
- 20. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: [email protected], ! ! other: [[email protected], [email protected]]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Contact Information
- 21. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: [email protected], ! ! other: [[email protected], [email protected]]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Activity and Purchases
- 22. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: [email protected], ! ! other: [[email protected], [email protected]]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Analytic Scores
- 23. { customer_id: 4839475638,! name: { first: “Dwight”, last: “Merriman” },! email: { primary: [email protected], ! ! other: [[email protected], [email protected]]! ! },! phone: { mobile : <…>, fixed : <…> }! post: { “229 W 43rd St, NY NY 10036”, ... },! social: [ {twitter: dmerriman}, {facebook: dmerriman}, … ],! orders: [{order_id : 13, …, items: [{SKU: 24578234,…},…] }, …],! clickstream: [ <SKU1>, <SKU2>, …],! last_login: <date>,! attributes: [“val_hi”, “behav_timepoor”, “nbo_offer34”, … ],! primary_location: [ <latitude> , <longitude> ],! … }! “Single View of Customer” Schema Geolocation
- 24. • A multi-channel, multi- service telecomm provider • Desire to better service them from a customer insight perspective • Previously unable to create a total view • Super-set view of customer with MongoDB Customer Examples
- 25. • A social platform • Provides social and geographic context to people • Entertaining them and rewarding them for business • Manage check-ins and capture & distribute content with MongoDB Customer Examples
- 26. • Retail Insurance • 150 years of history and policy data, 70+ source systems • Unable to consolidate view of customer over multiple years • Created “The Wall” for 360° view of customer Customer Examples
- 27. Selling the Idea • 2 week “Vision Prototype” • Supported with marketing material (designed to go viral) in order to drive further buy-in • Produced commitment from the business to deploy ASAP Our Approach: GO FAST Delivering the App. • Highly collaborative • 70+ person project team • 5 team members from Infusion • 90 days
- 29. How to start – Adapt, don’t abandon your process...
- 30. Drive Consumer Digital Strategy 1. Know your customer 2. Be relevant and pertinent 3. Be available for your customer 4. Create the social selling experience 5. Move forward swiftly with trustworthy strategy & platform
- 31. Questions?
- 32. Resources White Paper: Big Data: Examples and Guidelines for the Enterprise Decision Maker http://www.mongodb.com/lp/ whitepaper/big-data-nosql Recorded Webinar Series: Thrive with Big Data http://www.mongodb.com/lp/ big-data-series Recorded Webinar: What’s New with MongoDB Hadoop Integration http://www.mongodb.com/ presentations/webinar-whats- new-mongodb-hadoop- integration Recorded Webinar: Omni-Channel Retailing One Step at a Time http://www.mongodb.com/ presentations/webinar-omni- channel-retailing White Paper: Bringing Online Big Data to BI & Analytics http://info.mongodb.com/rs/ mongodb/images/ MongoDB_BI_Analytics.pdf All things Infusion www.infusion.com Resource Location
- 33. Join us again! Webinar #3: “Mobility: It’s Time to be Available” When: Wednesday, May 15 Link: www.mongodb.com/webinar
- 34. Thank You! @rebeccabucnis @infusiontweets @edouardss