Client 360 / Customer 360¶
Summary¶
Client 360 (also known as Customer 360) is the arch-use case for creating a unified, real-time view of every customer across all touchpoints, products, and interactions.
Every large enterprise struggles with this, often for decades trying to create one holistic view of their business with their customers, across lines of business, globally.
This is one of the core use cases where the EKG can shine and can really add value and is the technology that can actually deliver a solution for this use case.
The Challenge¶
Creating a unified customer view requires:
- Integrating data from multiple systems and touchpoints
- Real-time updates as customer interactions occur
- Connecting customer data across products and services
- Understanding customer relationships and connections
- Providing a single source of truth for customer information
- Enabling personalization and targeted engagement
Traditional approaches require massive data warehouses with complex ETL processes that are expensive, slow to update, and break when new data sources are added.
Why EKG is Required¶
Traditional approaches require massive data warehouses with complex ETL processes that are expensive, slow to update, and break when new data sources are added. EKG enables:
- Real-time, federated views — Automatically connect customer data from any source through semantic relationships
- No data duplication — Federated approach avoids expensive data warehouses
- Rapid integration — New data sources can be added quickly through semantic mapping
- Relationship understanding — Graph structure naturally represents customer relationships and connections
- Cross-system queries — Semantic relationships enable queries across all systems without data movement
Business Value¶
- Improved customer experience — Unified view enables better service
- Reduced churn — Better understanding enables proactive retention
- Increased cross-selling — Complete view enables targeted offers
- Better personalization — Comprehensive understanding enables personalized experiences
- Cost reduction — Federated approach reduces data warehouse costs