Omni-Channel Customer 360

By far, the main reason that most enterprises struggle with building a single view of the customer is the stovepipe organizational, process, IT, and data infrastructures that they are now burdened with.

Everyone from entry-level managers to C-level executives have long complained about insufficient, inaccurate, and incomplete intelligent Millions of man-hours are spent by large companies every year “rolling up” disparate data provided by separate lines of business, groups, countries. regions, etc. in that elusive quest to find “numbers we can live with”. Although the true cost of these inefficiencies across the enterprise may never be known, experiential evidence suggest that it is huge.

In our view, companies that manage to overcome these issues will delight both the customers and their employees with new 360-degree mashups of technologies that provide for both great customer experience and efficient business operations. They will become the digital disruptors that change the game within their respective industries.

“Apple has reset the bar and delight is the new normal,” said Geoffrey Moore, best-selling author of “Crossing the Chasm”. As for enterprise IT, he further states that, “They just suck the happiness right out of technology.”

In 2013, insurance giant MetLife launched a company mandate to save $450M from its bloated IT and Operations budgets. They earmarked 2/3 of it ($300M) for reinvestment into new technology and talent.

With more than 70 siloed source systems, integration using more conventional relational technologies would have proven impossible due to schema incompatibility. leveraging a bleeding-edge non-relational database (MongoDB), the MetLife “Wall” took data from every one of the previously stovepipe data silos and merged them into a single customer-centric System of Engagement containing every single piece of information on every single customer in their US customer base (45M and counting).

“Instead of seeing what someone had for dinner, [The Wall is] all a customer’s transactions,” Hoberman said. “Claims, records, status, possible cross-sell information (e.g., if someone lives in an apartment and might need renter’s insurance) — it’s all in there.”

The APIlation Advantage

Like MetLife's Wall, APIlation is unabashedly a native NoSQL platform. However, our architecture is much more functionally-specific and technologically advanced. It has to be.

Because APIlation makes extensive use of advanced analytics, machine learning, and AI technologies across our entire product portfolio, an ultra-high-performance analytics capability is absolutely essential. While the MetLife example was groundbreaking in 2013, tuning a database for data integration is far different than the requirements for ultra-high-performance analytics - something the Wall simply couldn't support.

All three of our core products (Connect. Analyze. and Act.) were built from the ground up on our NoSQL data warehouse - the world's first - proven able to deliver 5-20X the performance efficiency of the current crop of Hadoop architectures (Hive/Impala/MapReduce), in addition to rivaling Massive Parallel Processing (MPP) architectures (such as IBM Netezza and EMC GreenPlum) at a small fraction of the cost. Unlike every other Analytics solutions out there, we operate entirely as a single platform.

This capability enables us to consolidate many disparate data sources in no time at all (like The Wall) then take it much further by performing intelligent analytics to contextualize the data any way its needed then action it to external systems such as campaign management, performance management, or billing (really anything you can think of) - all real-time, on-demand, and at scale.