Turning Crisis into Competitive Advantage

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Big Fast Data World

Robin Gilthorpe, CEO, Terracotta, Inc.

October 9, 2013


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Dr John Bates, Senior Vice President, Big Fast Data October 9, 2013

Turning Crisis into Competitive Advantage The Power of Real-time Adaptive Intelligence on Big Fast Data


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The time window to analyze & act

Big Fast Data Volume, Velocity, Variability


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Big Fast Data Challenge: Identifying Crises in Capital Markets Market manipulation

Ever-evolving regulation

“Fat Finger” trading errors

Rogue traders

Wild algorithms


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Most Data Apps & Business Intelligence = Rear View Mirror


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Most Data Apps & Business Intelligence = Rear View Mirror


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The Shrinking Time Window to Respond to Critical Information Is a Mega-trend That Shows No Sign of Abating

Typical Business SLAs

Algorithmic trading 100 ms < 1 ms

Call center inquiries 8 hr 10 sec

Supply chain updates 1 day 15 min

Phone activation 1 min

0.5 hour Refresh data warehouse

Track financial position 5 min 1 day

Airline operations 20 min 30 sec

Trade settlement 2 hours

Build-to-order PC 4 weeks 1 day

weeks days hours minutes seconds

3 days

1 week

5 days

Batch Analytics/ Data Warehouse

Rapid and proactive response is the key to surviving the pace of

competition

Intra-day Batch Analytics

Continuous In-memory Analytics Low Latency Analytics

Big, Fast Data Intelligence Techniques Needed Traditional Business Intelligence

milliseconds


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Complement Traditional BI with Continuous & Actionable Real-time Analytics

Strategic and Tactical

decisions

Periodic Reports

Ad Hoc BI Analytics

Traditional BI Statistical Analytics

Data Mining Other off-line Analytics

Continuous Embedded Analytics

Capture Event Data “in motion”

Store data “at rest”

Data Mart/ Warehouse

Take Action (Operational Decisions)


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Traditional Business

Intelligence


decisions

Periodic Reports

Ad Hoc BI Analytics



Continuous Embedded Analytics

Run-the-business Operational Systems


Real-time “Adaptive Intelligence”






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Traditional Business

Intelligence


decisions

Periodic Reports

Ad Hoc BI Analytics



Run-the-business Operational Systems

Real-time Adaptive Intelligence on Big,

Fast Data







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Trades

Quotes

News

Trader Behavior

Social Media

Real-time Adaptive Intelligence Enables Citi Avoids Regulatory Fines & Resolve Suspicious Trading Activity Proactively

Unusual trading activity just before news release suggests

insider trading

Notify relevant Compliance

Officer

Compliance staff visualize trade

abuse alerts; drill in to investigate


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Trades

Quotes

News

Trader Behavior

Social Media

Real-time Adaptive Intelligence Enables Citi Avoids Regulatory Fines & Resolve Suspicious Trading Activity Proactively

Big, Fast Data Intelligence

Historical Data &

Analytics

Real-time Analytics

Intelligent Action Rules

Suspicious Trading Case Management


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Crisis for Retail Banks, Telcos & Retailers – Threat of Disintermediation…

Retail banks Fear

Telcos Fear

Retailers Fear


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Could they go the way of the Dinosaurs…


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But, these organizations…

…are unique in their access to customer behavior in the real

world


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They can offer a personal concierge for every customer

Increased Revenue per Customer

Improved Customer Stickiness

Improved Campaign Effectiveness

Reduced Fraud


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Big Fast Data Challenge: How to Make Customer Experience “Mind Reading” & Location-Aware

Customer Experience

Layer (Promotions)

Internal Systems & Platforms

(Transactions) Location & Context


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Customer Experience

Layer (Promotions)

Internal Systems & Platforms

(Transactions) Location & Context

Big Fast Data Challenge: How to Make Customer Experience “Mind Reading” & Location-Aware


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Adaptive Intelligence

Real-time Analytics


Dynamic Customer Profile

Transaction and Contact History

Thank You for Using Our Credit Card. We are offering 2% APR

finance over 60 months on this TV to loyal bank customers. Click here to accept.

Real-time, One-to-One Marketing

Intelligent Offers: Right Place, Right Time, Relevant

Purchase flat screen TV at partner store using bank credit card

§  Low current account balance

§  History of response to attractive credit offers

§  Push payment plan to mobile phone


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Retail Partners and Real-time Up-sell

iPad purchased


Real-time Analytics



Transaction and Contact History §  This customers tends to shop around for

accessories

§  Partner store will offer 20% off iPad case if purchased now

Thank You for Using Our Credit Card, Enjoy 20% off iPad cases if buy here within

10 minutes



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Enjoy 15% discount off any

main meal at Sports Bar Diner in Wellington Mall

this lunchtime



Real-time Analytics



Transaction and Contact History

Location and Context-Aware Promotions

§  Customer who subscribes to the “Live Sports Results” package enters a Mall

§  Partner “Sports Bar Diner” has capacity §  Push offer of 15% off any main meal this lunchtime

Customer location detected entering

Mall


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An Emerging Big, Fast Data Challenge: Massive Scale, Personalized Augmented Reality


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Big Fast Data Challenge: Proactive Customer Care

Violated SLA

Order bungled

Delivery late


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Crisis: Huge spikes in customer traffic at peak times

Legacy Approach: Product catalogue & shopping cart pulled from multiple disk-bound databases

Global E-commerce Avoiding “Black Friday” Blackouts FORTUNE 150

ATHLETIC BRAND


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Big, Fast Data Approach: Move data access to in-memory

Results:

•  90% of product requests served instantly

•  Backend services load slashed by 40% •  Average page load time reduced by 16%

•  Search time reduced by 30%

Global E-commerce Avoiding “Black Friday” Blackouts FORTUNE 150

ATHLETIC BRAND


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Dell’s Global Command Centers Fix Problems Before They Hit the Customer

SLA Events

Inventory

Equipment Locations

Social Media

Weather Patterns

Visualize status & address impending problems

Analyze & predict when an SLA could be violated


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Big, Fast Data – Capabilities Required

Mobile people & devices

Hadoop & Data Warehouse

Financial Events

Social Media Events

System alerts, sensors & machines

Real-Time Analytics & Intelligent Action

Low Latency Universal Messaging

Real-Time Visual Analytics

In-Memory Data & Analytics

Cloud

$ £ € ¥


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Adaptive Intelligence for Big, Fast Data

Cloud

Mobile people & devices

Hadoop & Data Warehouse

Financial Events

$ £ € ¥

Social Media Events

System alerts, sensors & machines

Real-Time Analytics

Universal Messaging

In-Memory Data

Visual Analytics


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Adaptive Intelligence – The Brain of the Digital Enterprise SCALABLE PLATFORMS THAT PROVIDE:

Intelligent Actions (intelligence + automatic action)

From Big Data (data at rest and in motion)

Immediately (at business speed/real-time)

To and From Anywhere (mobile, Web, POS, sensors, etc.)

§  Optimize §  Learn §  Improve

Turning Crisis into Competitive Advantage

Technology

Transcript of Turning Crisis into Competitive Advantage