Less frosting, more cake: Data integration transforms customer experience

By Nada daVeiga

I’ll start with the frosting. As far as I can tell, it’s been the Year of the Customer for several years now. During this time, every company has gotten the “customer experience” (CX) religion – improve it or die. Thousands of software applications have emerged during what’s now called the Age of the Customer, focused on improving CX by providing the right individual with the right interaction or information, at the right time.

The Age of the Customer has spawned an entirely new software category, marketing technology (martech), chronicled tirelessly by industry analyst Scott Brinker, who goes by @chiefmartec on Twitter. His oft-shared, visual history of the martech product landscape looks like this:

 

 

 

 

 

 

 

 

 

Of the 2017 marketing technology landscape, Brinker notes:

  • There are now 5,381 solutions on the graphic, 39 percent more than last year
  • There are now 4,891 unique companies on the graphic, up 40 percent from last year
  • Only 4.7% of the solutions from 2016 were removed (and another 3.5 percent changed in some fundamental way – their name, their focus, or their ownership)[1]

Where’s the cake?

My point is that there is a lot of frosting here – thousands of applications designed to address the sexiest elements of customer experience. But what’s missing is cake. Data is the cake onto which martech frosting should be added. Integrated enterprise data is the foundation for effective CX strategies to be built on because otherwise, you’re just playing an expensive guessing game.

That’s where enterprise integration comes in. With the expansion of digital channels and new customer initiatives, the variety and volume of customer signals are more diverse than ever. Beyond classical CRM systems around sales and service, understanding the customer lifecycle means bringing together data from, in addition to martech apps, sources including social media, websites, field service, quote management apps, and Internet-enabled things like mobile devices to sensors.

Bake the cake – integrate your enterprise data

More than ever, your company needs to focus on the cake of data, and the enterprise integration required to create it. The good news is, today’s enterprise integration cloud solutions make it easier than ever to build a rich data foundation for comprehensive, effective initiatives in the Age of the Customer.

To learn how to design your integration strategy to enable success with your customer initiatives, download the white paper, “Integration in the age of the customer: The five keys to connecting and elevating customer experience.” In it, you’ll find actionable insights on how to optimize your organization’s data integration strategy for the digital customer, including:

  • Why you need to ensure your organization’s integration strategy is customer-focused
  • How to plan around the entire customer lifecycle
  • Which five integration strategies help speed customer analytics and experience initiatives
  • How to put the odds of customer success in your favor

Download the white paper today!

Nada daVeiga is VP Worldwide Pre-Sales, Customer Success, and Professional Services at SnapLogic. Follow her on Twitter @nrdaveiga.

[1]Marketing Technology Landscape Supergraphic (2017): Martech 5000,” Scott Brinker, May 10, 2017.

 

 

 

Data integration and best practices in the age of the digital customer

Nada-headshotBy Nada daVeiga

Organizations are competing more than ever based on how they engage with customers. It’s become a vital part of the enterprise digital transformation agenda. Yet in the rush, integration, a foundational element, is often overlooked in the haste to deploy new digital customer applications and experiences. McKinsey recently observed that “Integrating new processes with legacy systems in a cost-efficient way is a challenge most companies face when they digitize their customer. [1]

Why does it matter, and why is it such a big obstacle anyway?

The problem is that a lack of integration can quickly become transparent to customers. In retail, lack of strong integration between an e-commerce system and the CRM or ERP can result in website ordering, pricing, or shopping cart issues that aren’t visible to customer service. This lack of integration often results in customer frustration or a lost sale. In B2B, poor integration between the CRM and ERP can also lead to incorrectly rekeyed customer or order information, resulting in downstream invoicing issues.

But why is it so hard to pull together more integrated customer processes? Because there are just so many applications within the enterprise that manage a part of the customer process.

For example, a recent study by Ventana Research on customer analytics found that 40 percent of respondents worked with 14 different types of data across at least 6 different systems to derive customer insight. [2]

Five key strategies to connect and elevate your customer experience

With integration being the biggest barrier, let’s look at five strategies key to connecting and elevating the customer experience.

  1. Start with analytics, grow to experience

Why this sequencing? Simply, we have to start somewhere in order to measure key metrics, since only things measured can be improved. Getting a clear 360-degree view of the customer – with metrics around customer satisfaction, engagement, churn, and acquisition – provides the blueprint for targeting the best opportunities to upgrade customer experience.

  1. Put customer experts in control

Who better than the sales or service team to put themselves in the customer’s shoes? Often analytics projects can quickly become an IT-led project. While IT has an incredibly important role to play, in governance and ensuring the efficient use of technology, experts in the lines of business should be enabled to connect the dots themselves.

  1. Customer experience is a team sport – get collaborative

The chances are one of your customer process steps will likely depend on another team’s app. Or the data needed for your analytics project will be within another team’s control. With so much cross-departmental integration, ensure different teams are using the same integration platform to maximize reuse.

  1. Plan to keep pace with customer touchpoint variety

Having to perform hand-coded API integrations or costly custom integrations just to keep pace is a sure way to drain budgets. Ensure your integration platform connects with your current apps, whether you’re running Salesforce, NetSuite, SAP, Oracle, or any other app, as well as the ones you plan to use in the future, without requiring having to build connectivity.

  1. Customer data is your fastest growing asset – prepare to scale

There’s often no faster growing asset in the enterprise than customer data. And not just data, the sheer number of workflows around customer experience are set to skyrocket. Choose an integration platform that’ll keep pace. Because being forced to switch customer integration platforms later can quickly put the brakes on a customer experience initiative.

Set the foundation for customer experience success

To learn how to design your integration strategy to enable success with your customer initiatives, watch our webcast, “Data integration best practices in the age of the digital customer experience,” featuring Michele Goetz, Principal Analyst, Forrester Research Inc, and Ravi Dharnikota, Chief Enterprise Architect, SnapLogic. You’ll take away actionable insights for ensuring your organization’s data integration strategy is optimized for the digital customer. Register today!

Nada daVeiga is VP Worldwide Pre-Sales, Customer Success, and Professional Services at SnapLogic. Follow her on Twitter @nrdaveiga.

 

[1]Digitizing customer journeys and processes: Stories from the front lines,” McKinsey, May 2017.

[2]The Next Generation of Customer Analytics,” Ventana Research, February 2014.

 

 

 

Iris – Can you build an integration pipeline for me?

The promise of Artificial Intelligence technology is flourishing. From Amazon shopping recommendations, Facebook image recognition, and personal assistants like Siri, Cortana, and Alexa,  AI is becoming part of our everyday lives, whether we know it or not. These apps use information collected from your past requests to make predictions and deliver results that are tailored to your preferences. 

The importance of AI in today’s world is not lost upon us at SnapLogic. We are always trying to keep up with the latest innovations and technologies, so making our software fast, efficient, and automated for our customers has always been our goal. With the Spring release, SnapLogic launched the SnapLogic Integration Assistant. The SnapLogic Integration Assistant is a recommendation engine that uses Artificial Intelligence and machine learning to predict the next step in building a data pipeline architecture. Iris uses advanced algorithms to collect information from millions of metadata elements and billions of data flows to make predictions and deliver results that are tailored to the customer’s needs.

Currently, customers build pipelines by searching and selecting from over 400 Snaps in the SnapLogic catalog and dragging and dropping them into the canvas. Repeating this step for every single Snap, although easy, can make a pipeline building process somewhat tedious and time-consuming. But with the Integration Assistant, operations like these are simplified to give business users the right next steps in the building process, making pipeline building easy and efficient. Besides efficiency and speed, the “self-driving” software shortens the learning curve for line-of-business users to manage their data flows while freeing technology staff for higher-value software development. See how it works in this video.

In the next few steps,  learn how to enable this feature and start building interactive pipelines yourself.

Right now, we have two ways of building pipelines:

  • Choose a Snap from the SnapLogic catalog
  • Use the Integration Assistant for recommending the right Snaps

How to enable the Integration Assistant feature

By default, the Integration Assistant option is turned off,  allowing you to continue building pipelines by selecting Snaps in the SnapLogic Catalog. However, to utilize the Integration Assistant, just head to the Settings icon and check the Integration Assistant option.

Once the Integration Assistant is enabled, you’ll immediately see the benefits of the self-guided user interface. Drag the first snap onto the canvas and the Integration Assistant instantly kicks in and highlights the next suitable Snap. At the same time, it also opens up another panel that lists suggested Snaps on the right-hand side of the canvas. These AI-driven Snap recommendations are based on the historical metadata from your previous workflows.

Next, you can choose to click the highlighted Snap or pick from the recommended list by dragging the suitable Snap into the canvas. This process continues further until you select a snap with a closed output. At this point, the Integration Assistant will stop suggesting Snaps and the pipeline will be ready for execution.

As you can see, the Integration Assistant improves your pipeline building experience by suggesting Snaps that are the best fit for your organization based on the historical metadata flows.

Interested in learning more? Watch a quick demo on our YouTube channel – SnapLogic Spring 2017: Integration Assistant.”

Namita Prabhu is Senior QA Manager at SnapLogic.

Gartner Names SnapLogic a Leader in the 2017 Enterprise iPaaS Magic Quadrant

For the second year in a row, SnapLogic has been named a Leader in Gartner’s Magic Quadrant for Enterprise Integration Platform as a Service (iPaaS).

Gartner evaluated iPaaS vendors on “completeness of vision” and “ability to execute.” Those named to the Leaders quadrant, as Gartner noted in the report, “have a solid reputation, with notable market presence and a proven track record in enabling … their platforms are well-proven and functionally rich, with regular releases to rapidly address this fast-evolving market.”

In a press release issued today, SnapLogic CTO James Markarian said of the recognition: “Since our inception, we have been laser-focused on delivering a modern enterprise integration platform that is specifically designed to manage the data and application integration demands of today’s hybrid enterprise technology environments. Our Enterprise Integration Cloud eliminates the complexity of legacy integrations, providing a platform that supports fast and easy self-service integration.”

The Enterprise iPaaS Magic Quadrant is embedded below. We’d encourage you to download the complete report as it provides a comprehensive review of all the vendors and the growing market.

Gartner 2017 iPaaS MQ

Thanks to all of SnapLogic’s customers, partners, and employees for the ongoing support and for making SnapLogic’s Enterprise Integration Cloud a leading self-service integration platform connecting applications, data, and things.

Podcast: James Markarian and David Linthicum on New Approaches to Cloud Integration

SnapLogic CTO James Markarian recently joined cloud expert David Linthicum as a guest on the Doppler Cloud Podcast. The two discussed the mass movement to the cloud and how this is changing how companies approach both application and data integration.

In this 20-minute podcast, “Data Integration from Different Perspectives,” the pair discuss how to navigate the new realities of hybrid app integration, data and analytics moving to the cloud, user demand for self-service technologies, the emerging impact of AI and ML, and more.

You can listen to the full podcast here, and below:

 

We Left Informatica. Now You Can, Too | Webinar

 

You can run a modern company on a mainframe. You can also ride a horse to the office. But would it really make sense to do this? Join us on Wednesday, March 22 for a discussion with Informatica’s former CEO Gaurav Dhillon and CTO James Markarian about reinventing data integration for the modern enterprise.

Infa Webinar Banner

Does your business still run on Informatica? It might make more sense to switch to a more modern platform. Join the conversation, hosted by industry analyst David Linthicum, as our distinguished panel discusses the key business reasons and technology factors driving modern enterprises to embrace data integration built for the cloud.

They will also cover:

  • The evolution of data integration – from the pre-internet, mainframe days of Informatica – to today’s modern cloud solutions
  • How they have re-invented application and data integration in the cloud
  • The changing role of IT – from “helicopter” to enabler
  • The cost to modern enterprises of inaction
  • Why sticking to the status quo is not an option

Register for this exclusive webinar here and be sure to join the conversation on Wednesday at 11am PT/ 2pm ET.

VIDEO: SnapLogic Discusses Big Data on #theCUBE from Strata+Hadoop World San Jose

It’s Big Data Week here in Silicon Valley with data experts from around the globe convening at Strata+Hadoop World San Jose for a packed week of keynotes, education, networking and more - and SnapLogic was front-and-center for all the action.

SnapLogic stopped by theCUBE, the popular video-interview show that live-streams from top tech events, and joined hosts Jeff Frick and George Gilbert for a spirited and wide-ranging discussion of all things Big Data.

First up was SnapLogic CEO Gaurav Dhillon, who discussed SnapLogic’s record-growth year in 2016, the acceleration of Big Data moving to the cloud, SnapLogic’s strong momentum working with AWS Redshift and Microsoft Azure platforms, the emerging applications and benefits of ML and AI, customers increasingly ditching legacy technology in favor of modern, cloud-first, self-service solutions, and more. You can watch Gaurav’s full video below, and here:

Next up was SnapLogic Chief Enterprise Architect Ravi Dharnikota, together with our customer, Katharine Matsumoto, Data Scientist at eero. A fast-growing Silicon Valley startup, eero makes a smart wireless networking system that intelligently routes data traffic on your wireless network in a way that reduces buffering and gets rid of dead zones in your home. Katharine leads a small data and analytics team and discussed how, with SnapLogic’s self-service cloud integration platform, she’s able to easily connect a myriad of ever-growing apps and systems and make important data accessible to as many as 15 different line-of-business teams, thereby empowering business users and enabling faster business outcomes. The pair also discussed ML and IoT integration which is helping eero consistently deliver an increasingly smart and powerful product to customers. You can watch Ravi and Katharine’s full video below, and here: