MyJewellery

Transcript

1. My Jewellery is here to celebrate life with you. Big Data Expo
2. AGENDA • Introduction ◦ Fraser & Arnoud ◦ My Jewellery ◦ genZ • Technical context ◦ IT strategy ◦ data platform ◦ way of working • Customer Service ◦ approach ◦ applications ◦ next steps
3. Introduction
4. Arnoud • Arnoud Andeweg • Manager Tech • 45 • 3 daughters
5. Fraser • Fraser Toebosch • Manager Customer Service • 31 • Daughter
6. My Jewellery "My Jewellery is here to celebrate life with you" • Founded in 2011 • Sharon Hilgers • Fashion Retailer • Online and Offline (NL, BE, & DE) • 30 stores • 600+ employees (180@HQ) • average age 28 • 93% female
7. Gen Z "Globally connected, tech-savvy and socially consious" • Born between ‘97 & ‘12 • Digital natives (fast adopters) • Social Activists (Living on social media) • Tech-Fluent (are not afraid of technical development) • Influencer culture (monkey see, monkey do) • Not afraid to share insights/opinions
8. Technical Context
9. IT strategy • Time to Market • Many applications, all the data is needed • Cloud (GCP & Azure) • Transition to service oriented architecture • New Data Platform, CICD, automated testing, IPAAS
10. Data Platform
11. Way of Working • focus on value and usage • create prototype with business • follow with real data • small data marts • dashboard with essentials • learn • repeat/expand
12. Customer Service
13. Challenges "We have more inquiries, so need more people" • Hiring as solution to cover increased volumes • Very few insights in Customer Interactions • Customer feedback is scarce • Decentralized data & tools
14. Applications "We need data!" • Getting the right CRM for My Jewellery ◦ Flexible ◦ Native socials integrations ◦ AI-driven automation ◦ Easy to integrate with • Automation vs Personal Service • Gather those insights! • Unified desktop
15. Next Steps "Generation Alpha is coming" • Automated conversations to automated solutions • Seamless service, regardless of channel • Beat the customer to the chase • Improved self-service through AI
16. Questions? THANK YOU!