Upload
melissa-luongo
View
72
Download
0
Tags:
Embed Size (px)
Citation preview
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Accelerating Marketing Clouds through Helion Development Platform June 2015 Geoffrey Tudor, Chief Cloud Strategist, HP, Inc.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2 © Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Marketing and the Digital Customer Experience
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3
A changing world and DEVICES are part of it…..
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4
Digital Customer Experience is the means by which a brand interacts successfully with their customers, where success is defined by the customer and not by the brand.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 5
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 6 ‘State of the CIO’ IDG Research 2014
overall revenue overall revenue
over the next
and retain customers and retain customers
Improve customer satisfaction customer satisfaction
The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your
12 months?
and instant results
Is there a difference between business & IT ? Good app = good company
Just be there - anywhere, any time, any way Good app = good company
Just be there - anywhere, any time, any way
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8
Loyal, respectful, disciplined …
Optimist, innovative, individualist, …
Autonomous, productive, recognised …
Multi tenant, digital native, creative, collaborative …
Connected, work/life balanced, impatient,
different relationship to authority, …
Me, Me, ME ! Generations
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9
The Internet
Client/Server
Mobile, Social, Big Data & The Cloud
Mainframe
Database
ERP
CRM
SCM
HCM
HCM
PLM
MRM
Amazon Web Services
OpSource
IBM
GoGrid
Rackspace
Joyent
Hosting.com Tata Communications
Datapipe
PPM
Alterian
Hyland LimeLight
NetDocuments
NetReach
OpenText
PaperHost Xerox
HP
Microsoft SLI Systems
EMC
IntraLinks
Jive Software
Qvidian
Sage
salesforce.com
SugarCRM
Volusion
Xactly
Zoho
Adobe
Avid
Corel
Microsoft
Paint.NET
Serif
Yahoo CyberShift
Saba
Softscape Sonar6
Ariba
Yahoo!
Quadrem
Elemica
Kinaxis
CCC
DCC
SCM
Cost Management
Order Entry
Product Configurator
Bills of Material Engineering
Claim Processing
Inventory
Manufacturing Projects
Quality Control
Business
Education
Entertainment
Games
Lifestyle
Music
Navigation
News
Photo & Video
Productivity
Reference
Social Networking
Sport
Travel
Utilities
Unisys Burroughs
Hitachi
NEC Bull
Fijitsu
ADP VirtualEdge
Cornerstone onDemand
CyberShift
Workbrain
Kenexa Saba
Softscape
Sonar6 SuccessFactors
Taleo
Workday
Workscape
Exact Online FinancialForce.com
Intacct NetSuite
SAP
NetSuite Plex Systems
Cash Management
Accounts Receivable
Fixed Assets Costing
Billing
Time and Expense
Activity Management
Payroll
Training
Time & Attendance
Rostering Sales tracking &
Marketing Commissions
Service Data Warehousing
Finance
box.net
TripIt
Zynga
Zynga
Baidu
Twitter Yammer
Atlassian
Atlassian
MobilieIron
SmugMug
SmugMug
Atlassian
Amazon
Amazon
iHandy
PingMe
PingMe Associatedcontent
Flickr
Snapfish
YouTube
Answers.com
Tumblr.
Urban Scribd.
Pandora
MobileFrame.com
Mixi
CYworld Qzone
Renren
Yandex
Yandex Heroku
RightScale
New Relic
AppFog
Bromium
Splunk
CloudSigma
cloudability
kaggle
nebula
Parse
ScaleXtreme
SolidFire
Zillabyte
dotCloud
BeyondCore
Mozy
Viber Fring
Toggl MailChimp
Quickbooks
Hootsuite
Foursquare
buzzd
Dragon Diction
eBay SuperCam
UPS Mobile
Fed Ex Mobile
Scanner Pro
DocuSign
HP ePrint
iSchedule Khan Academy
BrainPOP
myHomework Cookie Doodle
Ah! Fasion Girl
Digital
Wearables
Sensors
Internet of Things Apps
Business Processes
Work
Leisure Home
Context Aware
Digital Customer Experience
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 10
Creating Value from new insights
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 11
Store
Web Contact centre Mobile
Social Media Direct Sales Kiosks
TV and Interactive Gaming Devices
Source: (a) McKinsey & Company, (b) Customer Experience Impact Report by Harris Interactive/RightNow, (2010), (c) Lee Resource Inc., (d) “Understanding Customers” by Ruby Newell-Legner
86% of consumers quit doing business with a company because of a bad customer experience. b
70% of buying experiences are based on how the customer feels they are being treated. a
It costs 6 times more to attract a new customer than it does to keep an old one. d
91% of unhappy customers will not willingly do business with you again unless they have to. c
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 12 Bain & Company
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 13
User Experience
CX platform: on-prem & SaaS
Digital Strategy
Global Agile Delivery Model
World class testing
Security
Integration with Enterprise Systems
Analytics / Insight
Digital Customer Experience: Online, mobile & social touch-points are only the tip of the iceberg
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 14
Assessment
Cloud Security
Applications
Networks
Platforms/ Portals
Social Digital marketing
UX design
Digital customer
Service (BPO)
Content Management
Mobile
Analytics
Strategy Customer experience Technology
Roadmap
Design
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15
1 Forrester Thought Leader Paper commissioned by HP, “Better outcomes, faster results. Continuous delivery and the race for better business performance”, December 2013 1 Forrester Thought Leader Paper commissioned by HP, “Better outcomes, faster results. Continuous delivery and the race for better business performance”, December 2013
2 http://www.bain.com/Images/BAIN_BRIEF_Five_faces_of_the_cloud.pdf 3 http://research.gigaom.com/report/survey-enterprise-development-in-the-cloud/
Cloud Services provisioned and de-provisioned in minutes not days
4 52 120
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 16
Bridging the back-office and front-office to deliver compelling DCX
Common foundation & Open technology
Private Cloud
Managed Private Cloud
Managed Virtual Private
Cloud
Public Cloud
Centralized Management Layer
Classic IT applications
Cloud Native applications
• Security • Availability • Compliance • Data
Sovereignty • Performance • Open
• Cost
Bridge old and new
Key Factors:
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 17
Improved service quality and reduced costs with HP Software solutions, including Business Service Management and ArcSight Logger Results: • 65 percent uplift in customer
ratings of “good” or “excellent” • Reduced operating costs,
saving €1.2M in the first year • 300 percent return on
investment within the first year
Formed a strategic alliance and partnership to deploy IT solutions capable of enhancing the speed and analysis of real-time data into actionable business intelligence Results: • Expanded and integrated IT
solutions to navigate a complex ecosystem and capture and tailor analysis for specific audiences
• Increased engagement among key stakeholders, including fans and sponsors
Consolidated existing IT architecture and infrastructures after a critical industry merger to increase agility, reduce costs and enhance customer intimacy
Results: • Facilitated one of the largest
data migrations in the transportation industry’s history to one consolidated system
• Allowed for standardization across storage, software and networking for streamlined data centers with HP products and services
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 18
• Industry Priorities
• Optimize online experience • Analyze and monetize visitor behavior • Facilitate real-time engagement • Maximize brand value • Enhance satisfaction, profitability, and loyalty
• Analytics Uses • User Behavior Analytics • User Experience Personalization • Churn and Revenue Analytics • Engagement Analytics • Clickstream Analytics • A/B Testing
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 19
• Personalized gaming experience drives reach, revenue, and retention
• Monetizing individual customer behavior – finding the influencers
• One of the largest HP Vertica implementations, with over 3TB loaded daily
“With over 40 million players, 3TB of data loaded every day and 230 nodes spread across two clusters Zynga columnar data warehouse from Vertica is no analytical windup toy.” - Ken Rudin, VP Analytics
Zynga, Inc.
Back
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 20
• Industry Priorities
• Understand and appeal to customer behavior and interests
• Maximize revenue • Optimize inventory allocation and supply chain
management • Enhance employee productivity
• Representative Use Cases • Revenue Analytics • Inventory Analytics • Customer Purchasing Behavior Analytics • Affinity and Market Basket Analysis • Clickstream Analytics • Fraud Detection
Back
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 21
• Replaced older POS data warehouse that wouldn’t scale
• Essential daily store reports generated in 1-2 minutes instead of 3 hours
• 90-180x faster using HP Vertica, 24x7 loads, minimal admin overheads
• Every store manager has access to the data on mobile device with Microstrategy
“Retail moves at lightning speed so we needed a high-performance analytics platform that could handle our fast-paced requirement for information.” - Mike Relich, CIO, Guess, Inc.
GUESS, Inc.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 23
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 24
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 29
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 30
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 31
C:\>helion –push _
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 32
•
• •
•
•
•
•
• •
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
THANK YOU Learn more about HP Helion Development Platform at hp.com/helion/devplatform
“The OpenStack Word Mark is either a registered trademark/service mark or trademark/service mark of the OpenStack Foundation, in the United States and other countries and is used with the OpenStack Foundation’s permission. We are not affiliated with, endorsed or sponsored by the OpenStack Foundation, or the OpenStack community.”
Cloud Foundry™ is a trademark and/or registered trademark of Pivotal Software, Inc. in the United States and/or other countries.
© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 34
Enterprise Apps at Startup Speeds
Develop cloud-native applications
Deploy across hybdrid clouds
Deliver highly available and scalable
apps
Private cloud Public cloud & SaaS
Managed virtual private cloud
Managed private cloud
HP Helion OpenStack® common architecture
HP Helion Development Platform