Grow With Us Your Future with censhare · 15,20 15,20 Years it took to gain 50 million users 19...
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Grow With Us Your Future with censhare ecosphere days 2019
Transcript of Grow With Us Your Future with censhare · 15,20 15,20 Years it took to gain 50 million users 19...
15,20 15,20
Grow With UsYour Future with censhare
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Why aren’t companies successful
forever?
S&P 500 Retention
1964 = 33 years2016 = 24 years2027 = 12 years
S&P 500 Churn
Within 10 years 50% of members will be
replaced
Why?
M & A
DisruptionBusiness modelAdaption speed
Technology
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Years it took to gain 50
million users
19 days
1
4
7
12
14
22
46
50
62
64
- 10 20 30 40 50 60 70
Pokemon Go
Internet
Mobile Phone
Computer
Television
Electricity
Telephone
Cars
Airlines
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73%of all consumers say customer experience is an important factor in their purchasing decisions
What is the critical
competitive differentiator?
Source: Experience is everywhere, PWC, 2018
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What makesCX win
business?
84%being treatedlike a person
66%instant,
on demand engagement
70%connected processes
Consumers
Business Buyers
Source: State of the Connected Customer, Second Edition, Salesforce Research, 2018
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84%being treatedlike a person
66%instant,
on demand engagement
ConnectedPersonalized
Fast
70%connected processes
Consumers
Business Buyers
Source: State of the Connected Customer, Second Edition, Salesforce Research, 2018
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An integrating platform to deliver outstanding experiences
with best time to value
ConnectedPersonalized
Fast
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An integrating platform to deliver outstanding experiences
with best time to value
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UNIVERSALCONTENT
DAM • PIM • CMSREGIONAL &
CONTEXTUALDELIVERY
!Web
!Mobile
#Social
$Marketing
Automation %POS
INFORMATION & DATA
&Product Master
Data (MDM)&EnterpriseData (ERP)
&Customer
Data (CRM)
$Campaign
Management
'Other
(Analytics& Insights
An integrating platform to deliver
outstanding experiences with
best time to value
An integrating platform to deliver
outstanding experiences with
best time to value
An integrating platform to deliver
outstanding experiences with
best time to value
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Integrating Platform – Outstanding Experiences – Best Time to Value
Data Integration
Source: chiefmartec.com
We have seen this double since 2017
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Integrating Platform – Outstanding Experiences – Best Time to Value
Data Integration
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Files (MS Office, CSV, XML)
Databases
Big Data, Hadoop
Google Analytics
SAP
Salesforce
Data Integration (PDI)censhare
Includes standard connectors
Allows definition of• data flows• data maps• data orchestrations
Others
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"51%
of top marketers believe IoT will revolutionize
marketing by 2020
#81%
of E&M CEOs concernedabout changing consumer
behaviour
$70%
of retailers are seeing IoT change the customer
experience
Integrating Platform – Outstanding Experiences – Best Time to Value
Orchestration
Source: Forrester, McKinsey, PWC
Potential for a tectonic shift
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Integrating Platform – Outstanding Experiences – Best Time to Value
Orchestration
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• Why• To create connected information• To enable easy personalization
• How• Define attributes at object level• Definition of context and relevance between objects
• Examples• Context of• Product in the selling space• Selling space in the store
Product
Image
Selling space
Target gender: Female, 100%
Target age: 18-30 years old, 90%
Color: Red, 100%
Color: Red, 100%Keyword: T-shirt, 90%
Available
Store
Duration: June 2019
Main imageSelling space
Clothing size: S
Geo data: 123, 456Opening hours: 9:00–18:00
Style: Hip, 90%
Color space: RGB
Clothing size: S
Color space: RGB
Person
Age: 18-30 years old
Favorite Color: Red, 100%
Favorite Color: Purple, 90%
Style: Hip, 100%
Language: English
Clothing size: S
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Integrating Platform – Outstanding Experiences – Best Time to Value
AI and Machine Learning
Source: 2018 Global Marketing Technology Research, Vanson Bourne / 2019 global customer service insights, PEGA
It depends on the use case
70%of consumers don’t feel
comfortable with businesses using AI to
interact with them
86%of executives believe AI and machine learning are necessities for the
organization
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Integrating Platform – Outstanding Experiences – Best Time to Value
AI and Machine Learning
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Google Vision API• Pre-trained machine learning• Colors• Locations• Keywords/entities• Brands/logos• Safe search• Matching images in web• Text (OCR)
• Available since censhare Version 2018.2
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Integrating Platform – Outstanding Experiences – Best Time to Value
AI and Machine Learning
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Google Natural Language• Pre-trained machine learning• Content categories• Mentions (companies, keywords,
locations, persons, …)
• Available since censhare Version 2018.2
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Integrating Platform – Outstanding Experiences – Best Time to Value
AI and Machine Learning
•Topic: Acrolinx
Acrolinx• Content Optimization• Terminology• Spelling• Grammar• Style• Reuse
• Available in censhare version 2019.3
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AI and Machine Learning
• Machine learning for videos and audios• Object recognition and product search• Train own custom models
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Integrating Platform – Outstanding Experiences – Best Time to Value
Next steps
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Integrating Platform – Outstanding Experiences – Best Time to Value
Personalization
Source: Personalization Maturity Assessment, Dynamic Yield, 2018
This is where it all converges
96%marketers agree that
personalization advances customer
relationships
49%of companies worldwide have already identified
personalization as a top priority investment
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Personalization
• Sources• External services (CRM system, ERP systems,
Cloud services, …)• External devices• Information, contexts, relevances and content in censhare
• Aim• Fast• Scalable• Flexible• Created on demand
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Integrating Platform – Outstanding Experiences – Best Time to Value
For successful personalization,
you need connected information, content
and AI
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Integrating Platform – Outstanding Experiences – Best Time to Value
Personalization
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ERPSystems
censhare ImageService
censhare QueryService
AppsE-ShopsWebCMSSystems
MarketingAutomation
censhare FileService
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Personalization
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• Node-RED• Developed originally by IBM for
wiring together hardware devices, APIs and online services as part of the Internet of Things (IoT)
• A flow based development tool for visual programming
• In 2016, IBM contributed Node-RED as an free open source JS Foundation project
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Personalization
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• Internet of Things (IoT) use case• Turn on heating if• One of the family members arrives at home or is at home• It’s cold inside or getting cold outside• The windows are closed• It’s not bedtime
OpenWeather
Window wireless contact sensor
MobileConnected Radiator Valve
Clock
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Integrating Platform – Outstanding Experiences – Best Time to Value
Personalization
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• Example censhare use case• Show personalized content
on an App or an info screen• Mobile app delivers info about user, time and location• CRM service enriches information about the user• censhare enriches information about the user• Personalized content is delivered via
GraphQL to local info screen
censhare
Personalized contentvia GraphQL
Mobile
CRM
CRMSystems
censhare QueryService
Your price today €39,–
Also available in
Men's Traditional Fit Short Sleeve Linen Pattern Shirt
Size L
Hello Robert,this shirt is available in yoursize and your favorite colors
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Personalization
• Flows can be created, imported, exported and deployed• Flows can be started by events, requests, times and
intervals• More than 2,000 nodes are available• Own nodes can be developed• Debugging options are available• Information from censhare can be accessed and stored• Results can be various (plain text, HTML, JPEG, GIF, …)• Scalability is outstanding – also running on Raspberry Pi
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Integrating Platform – Outstanding Experiences – Best Time to Value
Integration ofNode-RED in
censhare in 2020+
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Integrating Platform – Outstanding Experiences – Best Time to Value
Out of the Box
Platforms need to focus
on CX
Source: The Stackie Awards 2019
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Integrating Platform – Outstanding Experiences – Best Time to Value
Out of the Box
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• Dedicated solutions• Bring the best practices and
solutions from projects back to the product so that all customers can benefit
• Create dedicated workspaces for different roles
• Reduce the effort for customizing in projects
• Allow for easier updates• Automatically participate in
optimizations and solutions
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Out of the Box
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• Dedicated solutions• First version completed for
PIM use case• Result of a collaboration
between customers, partners and employees
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Scalability
A strong foundation
is needed
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Scalability• Automated load tests
• Lots of measurements
• Java 11
• Patent pending censhare database
• Code Overhaul
Integrating Platform – Outstanding Experiences – Best Time to Value
Users
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Scalability• 2-10x performance increase
experienced by users ofthe web client with version 2019.2
• Increased scalability
• Better and more efficientresource utilization
Integrating Platform – Outstanding Experiences – Best Time to Value
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Integrating Platform – Outstanding Experiences – Best Time to Value
Cloud Architecture
What’s init for me?
%Efficiency
&Mobility
'Control
(Scalability
)Collaboration
*Flexibility
+Security
,Edge
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Integrating Platform – Outstanding Experiences – Best Time to Value
Cloud Architecture
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Integrating Platform – Outstanding Experiences – Best Time to Value
Cloud Architecture
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Continous Delivery
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Integrating Platform – Outstanding Experiences – Best Time to Value
Cloud Architecture
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