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1© Cloudera, Inc. All rights reserved.
Using Big Data to Transform
your Customer Experience
- Panel Discussion

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2© Cloudera, Inc. All rights reserved.
Survey Question #1
• What kind of customer data are you analyzing most?
•Call Center
•Clickstream data
•Customer Satisfaction
•Social Media
•Phone home data
•Transaction/Purchase Data
•Other

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3© Cloudera, Inc. All rights reserved.
Opening Presenters
Mike Moreno
Sr. Partner Marketing Manager, Cloudera
Russ Cosentino
Co-founder & VP, Channels, Zoomdata

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4© Cloudera, Inc. All rights reserved.
Panelists
Amr Awadallah – CTO Cloudera
Before co-founding Cloudera in 2008, Amr was an Entrepreneur-in-Residence at Accel Partners. Prior to Accel he
served as VP of Product Intelligence Engineering at Yahoo!, and ran one of the first organizations to use Hadoop for
data analysis and business intelligence.
Nick Halsey - CMO, Zoomdata
Nick Halsey is the Chief Marketing Officer of Zoomdata. Nick has over 25 years of experience in the business
intelligence market, in executive roles at Jaspersoft, Alphablox, Brio Software, and Apple.
Jeremy Kayne - Chief Technology Officer, Bidtellect
With over fifteen years of experience leading startup ventures, Jeremy oversees the success of Bidtellect’s
technology as CTO.
Nick Turner – Co Founder and CDA, Incited
Previously the Enterprise Data Architect at Markerstudy Group, Nick designed their Enterprise Data Hub for which
Markerstudy won three international awards. He is currently the cofounder and Chief Data Architect at Incited, a
leading UK-based big data analytics consultancy.

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5© Cloudera, Inc. All rights reserved.
Analytic
Database
More data of all types is being
tapped for analytics, across
environments
Self-Service BI & Data
Open up new possibilities
for real-time insights as
data changes
Real-Time Analysis
BI & analytics are critical but
only tell part of the story. Get
more value by sharing data
across workloads
Converged Workloads

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6© Cloudera, Inc. All rights reserved.
Why Cloudera for Customer Insights?
Acquire Customers & Increase
Retention
Reduce customer acquisition
costs and increase customer
loyalty and retention
Improve Cross-sell, Upsell,
Increase Loyalty
Use Insights to server the right
product and improve cross-sell,
upsell
Improve Customer Experience
Use Insights to server the right
product and improve cross-sell,
upsell

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7© Cloudera, Inc. All rights reserved.
Self-Service BI for Customer Insights
• Self-Service Data Agility
• Self-Service Exploratory Analytics
• Cost-Effective Scalability with Users/Data
• Productively Use Existing Tools and Skills
Deep integration with:

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Customer Insights - Delivers Enterprise Value
Cloud or On-PremiseCloud or On-Premise
Improve
Customer
Satisfaction
Reduce
Churn
Targeted
Campaign
CSI/NPS Data
Scores & Verbatims
Periodic Updates
Network/Log Data
Large Volumes
Real Time
Social Media
Multiple Sources
Streaming
Subscription Data
Secure
Periodic Updates
Zoomdata ServerEnterprise Data
Hub
24
365
7
Interactive
Dashboards
Big
Data
Broad Range
Of Users
● Single Version of the Truth
● Analyze customer interactions & opinions
● Identify Important Customers
● Understand What Drives Churn

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9© Cloudera, Inc. All rights reserved.
Problem:
• Generating 20m/quotes per day
• Daily reports in PDF format
• Sampling limited analysis to 3% of the data
Solution:
• Launched Ratings Hub
• Interactive reports
• Access to 100% of the data
Results:
• Saved $7.5M via better fraud detection
• Reduced customer churn by 50%
DRIVE CUSTOMER
INSIGHTS

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10© Cloudera, Inc. All rights reserved.
DRIVE CUSTOMER
INSIGHTS
Problem:
• Generating 10b/data points/day
• Metamarkets sampled 2 weeks of data
• Needed to support 6 months of data
Solution:
• Move from SaaS to in house
• Initial phase streams 1B datapoints/day
• 40 Node Cluster - 1 Zoomdata Server
Results:
• 70% Reduction in costs
• Access to 6 months of data
• Build dashboards in seconds

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11© Cloudera, Inc. All rights reserved.
Survey Question #2
• Which customer solutions are you most interested in?
•Customer 360
•Customer Churn Analysis
•Recommendation Engine
•Customer Acquisition
•Other

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12© Cloudera, Inc. All rights reserved.
Survey Question #3
• Where is most of your data to keep track of and analyze your customers?
•Hadoop or Big Data
•SaaS Solutions
•CRM
•RDBMS, Data Warehouse
•Unstructured, NoSQL

13.
13© Cloudera, Inc. All rights reserved.
Panel in Session-Post Your Questions
Get more information at
www.cloudera.com/solutions
Contact us for a demo Register for next webinar
Feb 1st
EMAIL US TODAY
C360@zoomdata.com

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14© Cloudera, Inc. All rights reserved.
Thank you

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15© Cloudera, Inc. All rights reserved.
Cloudera Enterprise
Making Hadoop Fast, Easy, and Secure
A new kind of data platform
• One place for unlimited data
• Unified, multi-framework
data access
Cloudera makes it
• Fast for business
• Easy to manage
• Secure without compromise
OPERATIONS
DATA
MANAGEMENT
STRUCTURED UNSTRUCTURED
PROCESS, ANALYZE, SERVE
UNIFIED SERVICES
RESOURCE MANAGEMENT SECURITY
FILESYSTEM RELATIONAL NoSQL
STORE
INTEGRATE
BATCH STREAM SQL SEARCH SDK
Public Cloud
Private Cloud
Hybrid Environments
Hybrid Deployment
Flexibility

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16© Cloudera, Inc. All rights reserved.
Drive Customer Insights: Experience Expectations
Relevant
in the moment to
customer’s needs
and expectations
Consistent
across all channels,
brands, and devices
Contextualized
to present location
and circumstances
Personalized
to reflect preferences
and aspirations

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17© Cloudera, Inc. All rights reserved.
Business Impact of Inefficient Products & Services
Profits
Higher profit margins from
efficient processes
Marketshare
Increased marketshare &
faster time to market
Loyalty
Improved Customer and
employee loyalty
Relevancy
Offerings meeting
customer expectations

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18© Cloudera, Inc. All rights reserved.
Cloudera’s Analytic Database Solution
Identify, offload, &
optimize workloads to
Hadoop
Navigator
Optimizer
Intelligent SQL editor
Hue
Audit, lineage,
encryption, key
management, & policy
lifecycles
Navigator
Integration with the
leading BI tools
BI Partners
Interactive query engine
for BI & SQL analytics
Impala
Large-scale ETL & batch
processing engine
Hive-on-
Spark
Multi-Storage, Multi-Environment