The Age of Engagement:

Die Herausforderungen der Customer Journey

im Omnichannel und Digitalisierung
Dr. Georg Loepp
Account Executive, Informatica
gloepp@informatica.com

The Age of Engagement

Engaging with empowered Customers

2014 Informatica. Proprietary and Confidential

New Technologies Reshape Behaviors

1970s
1940s
1850s
Electric
Oven

Can
Opener

1990s
Info
Super
Highway

Truck
Railroad

2000s +

Same
Day
Delivery

Same
Day
Pick-up

Drones
Delivery?

Car

Freezer

Refrigerator

Microwave

Personnal
Computer

Mobile
Phones &
Devices

Connected
Devices

Newspaper
Magazine

Telegraph

Telephone

Television
Internet

Transport
Appliances
Media

Web
Pages

24h
Connectivity

IoT

The empowered Consumer of Today

Is also the consumer of tomorrow

Fulfill
Connected

Needs
Instantly

Digital
Footprint

Easily
Turned
Off

2014 Informatica. Proprietary and Confidential

*Google ZMOT, 2013

Example of an Omnichannel Purchase Journey

Its all About the Experience(s)

Offline

Online

E
X
P
E
R
I
E
N
C
E
S

Products

2014 Informatica. Proprietary and Confidential

2013 Informatica. Proprietary and Confidential

The Information Challenge

Sales Operations

Marketing Operations

Customer Service

No Single View
2

No View of Relationships
3

No View of Interactions

Location

Product

Customer

Account

Location

Product

Customer

Location

Customer

Account

Product

Location

Customer

Account

Product

Account

Cloud Computing

Application

Legacy

Unstructured

Third Party Data

Hello!
Anyone?

Silo Strangle
Where collaboration goes to perish

Silo Strangle
Decentralized information
UK

Finance

Sales

DE

Marketing

US

Company

Logistics &

R&D

Distribution

IT

2014 Informatica. Proprietary and Confidential

12

Silo Strangle
Managing Customer & Product Information Internally
Becky
Berlin
Repository B

Ned
New York
Repository N

Laura
London
Repository L

Finance

Sales

Marketing

Logistics &

R&D

Distribution

IT

2014 Informatica. Proprietary and Confidential

13

Poor Data Quality is Like an Epidemic

Supplier

Channels

YOU

Distributor

R&
D

Manufacturer
IT

Each Distributor
has his own way of
providing you with
product information

Each department
uses tools
differently
or different tools
altogether

Every channel
has its own way of
treating/receiving
Customer/product
information
2014 Informatica. Proprietary and Confidential

14

The Information Challenge

Data Consumption and Customer Touch Points

E-Shop

Employee

Mobile

POS

Print

ERP

Spread
Sheets

Images

Social

Videos

Datapools

SEO

Customers
& Suppliers

Data
Sheets

eCommerce:
What are your top 3 business objectives?
Speed

Speed
Global Head of
eCommerce

Speed
2013 Informatica. Proprietary and Confidential

16

The Growth of B2C Worldwide Sales

B2C eCommerce Sales Worldwide by Region
1200
1052,9

2017
$2.345

1000

2016

800
660,4

$2.043
600
2015

383,9

$1.763

400

2014

200

$1.505

431

432,6
308,9
73,1
49,5

74,6
48,1

51,4
27

2013
$1.248

2013
2017
Source: eMarketer 2014
2014 Informatica. Proprietary and Confidential

17

You pay for

a broken
promise.

Connecting The Dots

Will Grow Your Business
Differentiate with:
Real time commerce
processes

Unique customer
experience
by offering the right product, to the right customer, from the
right supplier at the right location, in real time

Market Marketing Sales Supply Chain After Sales Finance/Risk - Regulation

Are you able to

predict the next logical
action everywhere
Supplier

Alert

Address
Change

Next
Buy/
Offer?

LEGAL
Alert

Wine or Car Story

Delivery
Driver

Real-time
Data

Unique
Customer
Experience
Customer
History

Product
Rating

Create Single, Complete, and Trusted Customer View

8

1 Access

Application

Alert

John
Quincy
Jones

3 Cleanse

Govern

Recognize

5 Resolve
Product
Information
Mgmnt.

Single Customer View

Data
Stream

Legacy

Account- &
Product
Information

Family &
Business
Relationships

Relate

360-Degree View of Customer Relationships

7 Deliver

Unstructured

Discover

Physical view of customer

interactions

Virtual view of customer

interactions

In-context view of customer

interactions

Data Warehouse
Legacy Systems

BI

Portal / Dashboard

Applications

Third Party
Data

Complete View of Customer Interactions

22

Informatica Central View of Customer, Product, Supplier,

.... - Solutions are productive all over the world
Data Integration, Data Quality & Master Data Management state of the
art software for business critical missions, used by 500+ customers
around the world

Fragen?

Besuchen Sie uns

an unserem Messestand

Dr. Georg Loepp

Informatica Corporation

mobile: +49 (173) 56 422 67

gloepp@informatica.com

main: +49 (69) 92 88 09 145

Fax: +49 (69) 92 88 09 500
www.informatica.com

Account Executive
EMEA Central
Sales Specialist Master Data
& Information Management

Lyoner Strae 15
60528 Frankfurt am Main
Germany

Informatica Overview
Informatica Corporation (NASDAQ: INFA) The #1
Independent Leader in Data Integration.

Founded: 1993

2014 Revenue: $1,05 B

9-year Annual CAGR:

15.1% per year

Employees: 3,664+

Partners: 450+

Major SI, ISV, OEM and

On-Demand Leaders

Customers: Over 5,000

Customers in 82 Countries

Direct Presence in 28 Countries

# 1 in Customer Loyalty Rankings

(7 Years in a Row)

Informaticas Solution Portfolio

Enterprise Data Integration

Data Quality

Master Data Management

Cloud Data Integration

Data Discovery &

Profiling

Single View of Customer

Cloud to On-premise

Single View of Product

Cloud to Cloud

MDM in the Cloud for

SFDC.com

ETL for DW

Data Synchronization

Data Replication

Quality Rules Mgmt

Identity Resolution

Data Virtualization

Dashboards &
Exception Monitoring

Workflow Management

Application
HadoopILM
Integration

B2B Data Exchange

Complex Event Processing

Ultra Messaging

Data Archiving

B2B Integration

Nano second response

Data Subset

Partner Onboarding

Cross Enterprise
Monitoring

Data Masking for Test

and Production Data

Market Data Feed

Management

Operational Risk
Monitoring and
Enforcement

Front Office Trading

Financial Exchanges

27

Proven Technology Leadership

Enterprise Data Integration

Data Quality

Master Data Management

Cloud Data Integration

Application ILM

B2B Data Exchange

Complex Event Processing

Ultra Messaging

Informatica supports the requirements of

cross-organizational data exchange, so
users apply familiar & trusted data
integration tools and techniques to the
growing practice of B2B data integration.

Informatica received high praise for its

services from customers. For
deployments involving systems
monitoring use cases, Informatica offers a
five-day standup of RulePoint.

In spite of the new entrants, Informatica

remains the market leader in this highly
demanding part of the messaging market.

28

Informatica put potential to work

Reliable, independent software vendor for clean, safe and connected
data at 5000+ customers worldwide

Informatica put potential to work our Partners

Reliable, independent software vendor for clean, safe and connected
data at 5000+ customers worldwide

Why Customers Select Informatica for MDM?

Rapidly Go Live with Fit-for-Purpose MDM

Start Fast

Ridiculously fast go live for many large, complex implementations with Out-of-the-Box
solutions
Quickly start with targeted MDM capability for customer, product, or any other domain
Deliver rapid value within applications such as Salesforce.com

Meet New Business Needs with Existing Investments & Skills

Grow Fast
Grow Fast

De-Risk
De-Risk

Start small and scale to hub-of-hubs

As you build out MDM capabilities, achieve significant insights through 360-degree
relationships across incremental data domains
Keep master data in sync across all your applications like Salesforce, FI/CO, CRM, SCM,
ERP & others

Improve Success with Proven Solution for MDM Leader

Informatica MDM is a trusted solution, used by over 300 customers across 35 industries
in 20+ countries
These customers are using Informatica MDM to solve complex use cases (100+)
involving 100s of data domains
Informatica MDM has been proven to scale to 100s of millions of records