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Tech Talk: Achieve a Customer-Centric View in an Omni-Channel World
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World® ’16 Tech Talk: Achieve a Customer-Centric View in an Omni-Channel World Bryan Whitmarsh, Sr. Principal Product Manager, CA Technologies DO4T31T DEVOPS – AGILE OPERATIONS
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2 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD © 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of warranty.
The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA. For Informational Purposes Only Terms of this Presentation
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3 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Abstract Today, our customers are interacting with our business and services through mobile, Web and increasingly via wearables. It is critical to understand and improve the user experience we are providing across all of these app channels. Are our customers getting good value from our apps? How are they interacting with us? How can we deliver more value via the channels and devices most important to our users? Bryan Whitmarsh CA Technologies Sr. Principal Product Manager
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4 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Agenda WHAT IS IMPORTANT FOR AN OMNI-CHANNEL EXPERIENCE? OMNI-CHANNEL EXAMPLES PROVIDED AS STORYTELLING KEY QUESTIONS TO ANSWER FOR OMNI-CHANNEL SUCCESS HOW DO WE ACTIVE OUR OMNI-CHANNEL? HOW TO ENABLE A CUSTOMER CENTRIC OMNI-CHANNEL VIEW GAIN TRUE BUSINESS INSIGHTS FROM YOUR ANALYTICS 1 2 3 4 5 6
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5 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD BEST BANKING APP I HAVE EVER USED! Just changed banks to ______! World® ’165 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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6 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD 500M+ Wearables by 2020 Anytime, Anywhere App Access Connect Apps, Increase Value Wearables LTEs and SDNs
Opportunity Omni-Channel Apps Driving Success and Failure
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7 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD 67% …of mobile users unwilling to wait for slow app load-times 50% Rank ‘ease-of-use’ as the top driver for app adoption or purchase 38% …of mobile users are frustrated by app security issues Speed
Simplicity Security Zogby Report What is Important to App Users? The keys to winning in the App Economy
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8 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Omni-Channel in Travel
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9 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Omni-Channel in Retail
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10 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Omni-Channel in Lodging
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11 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD How do we activate our Omni-Channel?
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12 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Many Different Apps, Devices, APIs Mobile Web Wearables TV Physical Products and Services Coming in 2016The Omni-Channel Problem…
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13 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Keys to Omni-Channel Success Wearables by 2020 Analyze it Enable ad-hoc queries, drive actionable intelligence Normalize it Centralized data lake repository, common KPIs Get the data Instrument across all channels Steps in the journey…
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14 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Enabling a Customer Centric, Omni-Channel View Mobile Web Wearables TV Physical Products and Services
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15 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Enabling a Customer Centric, Omni-Channel View Mobile Web Wearables TV Physical Products and Services
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16 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Empowering Your Business With Omni-Channel Wearables by 2020 Personalize Contextual, targeted experiences and offers, delivered in real-time Optimize Use data, retain context, simplify workflows Understand Illuminate the customer journey, data-driven decisions Create compelling, personalized experiences
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17 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD A Rules-Based Policy Engine
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18 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Gain Business Intelligence/Insights from Your Analytics
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19 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Omni-Channel Success: Answer Key Questions! Who is using our apps? Where
and When are apps used? What are my users doing with our apps? What goals are my users trying to achieve? Can I Help users get more value? Visualize, Understand Intent and be Proactive.
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20 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Summary 5 Takeaways 1. User experience is “the” top application metric 2.
Omni-channel is more then multi-channel 3. 3 Steps to omni-channel success collect->normalize->analyze 4. Business intelligence/insights can make you the hero 5. Answer: Who? Where and When? What? What? Can I help?
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21 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Thank you. Stay connected at communities.ca.com
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22 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD DevOps – Agile Ops For more information on DevOps –
Agile Ops, please visit: http://cainc.to/wYXSg6
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