Overview of AllSight Customer Intelligence Management System

Three Eras of Customer (Citizen) 360

CIF Era

Customer Data Integration (CDI) / MDM Era

Customer Intelligence Management (CIM) Era

Requirements: 1. Big & Unstructured Data 2. Power operational needs –

customer care, sales, onboarding3. Power analytical needs –

marketing targeting, data science, risk and fraud

Requirements:1.Normalized relational

customer profile2.Subset of ‘master data’3.Real-time Operational use

cases – integrate with CRM, web self-service

Requirements:Batch transaction processing

Technology:Hierarchical flat file

1970 - 2000 2000 - 2015 2016- Present

Depth of Customer

Understanding &

Business Value

Technology:1.Relational database2.Service oriented architecture

(SOA)3.Message-oriented

middleware (MOM)

Technology:1. Apache Hadoop2. Spark3. Machine Learning4. Graph & columnar data stores5. Natural language processing6. Schema-less matching

You’ve Tried to Fit Customer Data Into Existing SystemsBut You’re Making Compromises and Misrepresenting the Customer

CRM AppsDon’t manage all data or

make it intelligent

MDMStructured data only, do not manage big data or

add intelligence

Hadoop (Data Lake)Stores all data, but doesn’t

synthesize or add intelligence – requires lots of other tools

& in-house build

Big Data VisualizationOnly a tool to visualize what’s in a big data repository. Doesn’t synthesize data or manage it.

Data WarehouseOnly handles structured data, and most are at-capacity for

current workloads

Analytics & BILack data management & enrichment (intelligence) – predictive analytics needs

data from somewhere.

External DataNot integrated to internal

data and becomes another data silo.

A Customer Intelligence Management SystemCentralizes Customer Data & Insights to Enable Deep Intelligence

Marketing Applications

Customer Care Apps

Sales Force Automation

Customer Self Service

Prospect Lists

Social Data

TransactionSystems

Data Warehouses

Data Marts

Master Data Management

Hadoop Data Lake

External Data

Mktg. Data Mgmt Platform

Customer Intelligence Management System

Analytics

BusinessIntelligence

Big Data Visualization

Data Ingest Manage

Understand - Natural Language Processing

Link & Build Context – Synthesis & Matching

• Data Store (Pre-built models) for C360, insight & graph relationships

• Configurable Perspectives/Views

• Governance & quality

Analytic Inferences & Insights

Machine Learning Algorithms to continuously Learn, Adapt, Improve, and Automate

Real-time Services

CIM Dashboard & C360 Graph

Batch Interfaces

ActA Customer Insight System – Data + Analytics + Action

Synthesize Reason

Evaluate: Data Confidence Scores

Data Enrichments Intelligence

Evaluate: Insight Confidence Scores

Big Data Processing Engines

Users

At Rest

Streaming

Low Latency – From Real-time Streaming to Batch

Overview of AllSight Customer Intelligence Management System