1. optier.com
REDEFINING CUSTOMER ANALYTICS
IN A DIGITAL WORLD
M AY 2 0 1 4

2. THERE HAS TO BE A BETTER WAY….BUT EVERYONE ACCEPTS “THE GOLDEN RULE”
DATA
TOOLS (ETL)
DATA
WAREHOUSE
MODELING
& BI STEP
DATA
WAREHOUSE
Applications

3. WHAT IS THE FUNDAMENTAL ISSUE THAT HAS TO BE ADDRESSED?
Applications
• Data itself needs to be managed
differently at the start of the
process.
• Applications today save/explode
the data associated with a
“customer event” all over the data
center.
• What is required is a single record
for each “customer event” that
contains all the relevant data
associated with that interaction.

4. IMAGINE IF THIS APPROACH WAS APPLIED TO A GLOBAL RETAIL BANK
• What would this mean
to the business?
• How would this impact
IT?
• What would be the
impact to the overall
cost of delivery?
Banking
Borrowing
Investing
Insurance
Business Units
Real-time view of customer interactions across all digital touch-points

5. CAPTURING THE DATA WITHOUT MODIFYING ANY APPLICATIONS
• The end-user initiates a transaction.
• Each transaction is uniquely tagged with
a “bar-code.”
• The “bar-code” is monitored and used to
capture data across each tier of
technology.
• 100% of customer event transactions
are created and housed in a big data
store.
• Transactions are stored in their “raw”
state.

6. FURTHER WORK IS REQUIRED
Example (for discussion purposes) - Record 1
Business Unit Retail Investments
Channel Type Web
Customer Number 135-79-2468
Customer Name John Smith
Customer Type Diamond
Date/ Time 3/1/2015 9:00
Transaction Type Fund Transfer
Account From Investment Account
Amount $1,000,000
Transfer To Fidelity
How Many Times Has This Occurred in Last 90
Days?
3
What other services does the customer use? Mortgage, Credit Cards, Retail Banking
Current Weather Heavy Snowstorms
Dashboards
R E A L - T I M E
STEP 1
Initial Data Capture
STEP 2
Data Cleansing
STEP 3
Augmentation
System Alerts
Third Party
Visualization Tools

7. THIS CAN BE DONE.
CASE STUDY: LARGE NORTH AMERICAN UTILITY
Install software & design analytics
Capture & store 100% of transactions in real-time
Work with tool to “cleanse” transactions
Finalize analytics design and rules
WEEK 6 Produce real-time, interactive dashboards
WEEK 1
WEEK 2-3
WEEK 4
WEEK 5
• Real-time view of customer activity
across all digital touch-points
• Real-time dashboards illustrate
customer behavior’s impact to
satisfaction
• Individual customer activity records
relayed to call centers with past 24
hours of cross-channel activity

8. optier.com
WHY IS THIS IMPORTANT?
Faster Business
Results
Reduced IT
Risks
Reduced
Costs

9. OPTIER’S LEGACY
ACT
Founded 2003 Lead end-to-end performance
management software industry
Patented ACT technology
DNA for Analytics
• 8 of 15 of the world’s largest banks.
• 4 of 6 of the world’s largest telecommunication companies.
• 2 of 5 of the world’s largest credit card companies.
• 2 of 10 of the largest U.S. insurance companies.

10. THE OPTIER 8-WEEK ANALYTICS CHALLENGE
In just 8 weeks, OpTier can provide you with a detailed record of every customer
interaction across 2 business units analyzed to address a specific business problem.
Email challenge@optier.com to determine if your company qualifies.