Tech Talk: Achieve a Customer-Centric View in an Omni-Channel World
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The document discusses achieving an omni-channel customer-centric view. It defines omni-channel as going beyond multi-channel to provide a unified customer experience across all channels. To achieve omni-channel success, the document recommends collecting customer data from all channels, normalizing it in a central repository, and analyzing the data to understand customer behavior and optimize the experience. The ultimate goals are empowering businesses with personalized, contextual experiences and gaining actionable insights from analytics.
Tech Talk: Achieve a Customer-Centric View in an Omni-Channel World
- 2. 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
- 6. 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
- 7. 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
- 19. 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.
- 20. 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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- 22. 22 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD DevOps – Agile Ops For more information on DevOps – Agile Ops, please visit: http://cainc.to/wYXSg6