Milliseconds of interactions define the moments your customers experience with you and your brand. This is now the granularity at which customer engagement is defined. We will share and demonstrate how we have helped our customers to successfully deliver a highly personalized, responsive and consistent experience -- both in the moment and at scale. The results? Customer satisfaction and advocacy in today's right-now digital economy which translate to increased brand loyalty and revenue growth.

1. Real-Time Customer Experience
for Today’s Right-Now Economy
Eunice Cardenas
Enterprise Sales Manager, DataStax
December 2017

2. Agenda
● Capgemini and DataStax alliance
● DataStax introduction
● How DataStax helps
● CX use cases
● CX architecture
● Customer examples
● Summary and next steps

3. Capgemini and DataStax Alliance
Capgemini Insights & Data Global Practice
• “Delivering insights at the point of action”
– Helping organizations drive valuable,
actionable insights from internal &
external data
• By combining
– Technology excellence
– Data science
– Business + industry expertise
Data platform for today’s “right-now” economy
• Delivers contextual customer view in real time
• Operationalizes customer data for instant
insights and actions
• Guarantees 100% uptime
• Allows global data access
Delivering real-time CX for today’s right-now economy

4. Let’s take
a moment
Your business interacts with people,
processes and things all the time
© 2017 DataStax, All Rights Reserved.

5. DataStax provides data management
for cloud applications.
© 2017 DataStax, All Rights Reserved.

6. CONTEXTUAL
Globally distributed, real-time cloud
applications must meet expectations.
ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME
© 2017 DataStax, All Rights Reserved.

7. © 2017 DataStax, All Rights Reserved.
Customer Expectations Have Changed
They Want Services
Relevant to me
Available always
Instantly responsive
Accessible wherever I am
Whenever I need it

8. Your CX Journey Starts Here
Attain a real-time, 360-degree, contextualized customer view
Customer Profile
Name, Age, Gender, Education,
Occupation, Address ….
Relationships
Household, Social, Organization,
Places, Memberships …
Activities
Transaction, Service, Engagement,
Social Media, Marketing …
Real-time Customer Insights
RFM, Profitability, Retention, Satisfaction,
Loyalty, Risks, Lifetime Value, Share of Wallet …
Static
customer
view
Real-time
Customer
360 view

9. C360 as the foundation for real-time insight and CX apps
REAL-TIME
CUSTOMER
360
Real-time Insights:
Monitoring, Reporting
Real-time CX Apps
Real-time opportunity
& risk identification
Real-time customer
activity tracking
Real-time
personalization app
Real-time
recommendation app
Real-time fraud detection
& prevention app
→
→
→
→
→

10. Point of Sale
Systems
Real-time, Contextual Data
at Scale for Apps?
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Customer
Sentiment
& Satisfaction
Systems
Social Media
Engagement
Systems of Record
Legacy Systems
Systems of Engagement
Payment &
Processing
Systems
Internet of
Things

11. Point of Sale
Systems
The Operational Data Platform
Poised for Innovation,
Unshackled from Legacy
© DataStax, All Rights Reserved.
Customer
Sentiment
& Satisfaction
Systems
Social Media
Engagement
Systems of Record
Legacy Systems
Systems of Engagement
Payment &
Processing
Systems
Internet of
Things
CONTEXTUAL ALWAYS-ON REAL-TIME DISTRIBUTED SCALABLE
+ + + +
Individualization Always Instant Global Continuous

12. Customer Stories

13. Adding $1B per year to the business
through customer retention.
© DataStax, All Rights Reserved.13
95% of Netflix customer data is managed
and contextualized within DataStax to
deliver personalization and
recommendations for 100m+ subscribers.
• A worldwide audience with more than half of its
104m customers signed up outside America.
• One trillion+ transactions/day
• Zero downtime in the past seven years due to
data platform outage
Confidential
Netflix

14. Capital One
• Capital One uses DSE to drive their Auto Navigator consumer app
• Achieving a customer 360 view of the customer, can serve real-time
personalization for car financing at a scale of over 12 million new
transactions per day using real-time data correlated to over 18 billion
historical transactions.
• Result: Grow beyond the existing business (credit cards)
• Next steps: Drive customer loyalty with app, increase retention
THE CHALLENGE: “If you look at the current car buying process,
the process is very complex, it’s confusing and it is opaque...”
- Ray Bajaj, Head of Architecture, Shared Services, and Garage
Engineering at Capital One

15. Macy’s
THE CHALLENGE: Digitize the customer experience to
dramatically increase sales and gain a
360-degree view of the customer
• Delivering an omni-channel shopping experience
• Seamless purchasing, with a 360 degree view of the customer
• Serving product, inventory and store data to website, mobile,
store, and partner applications with DataStax
• This digital initiative also extends to Bloomingdale’s
Confidential© DataStax, All Rights Reserved.15

16. Macquarie Bank
• Macquarie uses DataStax to drive their customer experience initiatives
• Their world-class consumer banking application utilizes real-time analytics and full
text search
• Customers now gain better insight into how they spent their money and where
THE CHALLENGE: Drive digital transformation initiatives to
enhance customer experience

17. © 2017 DataStax, All Rights Reserved. Company Confidential
Data management for globally
distributed, real-time applications

18. Summary and Next Steps
Summary
• Your CX program relies on real-time CX
• An always-on data platform is the foundation for CX
• The world’s leading brands rely on DataStax and Capgemini
Next Steps
• Visit www.datastax.com/CXexec for more resources on CX
• Consult with DataStax and Capgemini experts
about your Customer 360 and/or Real-Time Personalization project

19. Thank you
19