Teradata's Customer Journey Analytic Solution Creates Behavioral Insights to Deliver a Distinct Customer Experience

ATLANTA, Sept. 13, 2016

Customers today require every interaction with a brand to be consistent, but also personalized and relevant. This is despite the ever-expanding range of channels that make building a complete picture of each individual customer extremely challenging. Delivering a better customer experience requires the integration of data from all customer touch-points, whether online or offline, and often in real time. In practice, most companies struggle to blend the technologies and siloed data to understand, anticipate and engage each individual customer holistically.

"Managing every customer as an individual, based on their interactions with your company, requires not only the integration of different types of data but understanding it through the application of complex multi-genre analytics. Even the best-known companies feel this is a 'boil the ocean' project – making sense of billions of events for millions of customers, in real time.  This challenging situation is where Teradata alone thrives," said Dan Harrington, EVP, Consulting and Support Services, Teradata Corporation. "Our Customer Journey Analytic Solution is the embodiment of Teradata's proven experience in the field with some of the world's largest and most innovative customer-centric companies. It gives marketers a comprehensive view of their customers, based on each person's individual interactions, so that they can provide the right help at the right time."  

Gartner Research says that by 2018, organizations that have fully invested in all types of online personalization will outsell companies that have not by 30 percent. According to the research firm, key areas of differentiation between vendors include the channels on which the solutions focus, the manner in which seemingly anonymous interactions are stitched together, the tools in place to provide visualization of journeys, and the outputs to other systems.¹

"With Teradata we were able to accurately combine detailed customer interactions and tie them back to a unique customer identifier in Teradata," said Alick Rocca, Head of Management Information/Business Intelligence, JD Williams. "Teradata Aster Analytics helped us see the bigger picture within this connected data. For example, we found customers would use a mobile device to browse, then come back and purchase through another channel later. Insights like this helped generate better marketing attribution models to make smarter decisions about how we advertise, generating return on our marketing investment."

The typical experience for companies using Teradata's Customer Journey Analytic Solution is:

The Teradata Customer Journey Analytic Solution accomplishes this using the following capabilities: