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WSO2CON 2024 - How CSI Piemonte Is Apifying the Public Administration

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WSO2CON 2024 - How CSI Piemonte Is Apifying the Public Administration

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EVENT DRIVEN ARCHITECTURE BASED COMPOSABLE CUSTOMER DATA PLATFORM (CDP) Damian Bridges Konstantin Ostrobrod
 AAA / ACA Introduction  Data Strategy at ACA  CDP Strategy at ACA  WSO2 at ACA MEETING AGENDA 2
AAA and AAA Club Alliance (ACA) 3
AAA Club Alliance (ACA) 4
BRIEF HISTORY OF DATA STRATEGY & CX AT ACA
EVENT DRIVEN ARCHITECTURE AT ACA Business Entity Change Triggers Application owning the Business Entity publishes the occurrence of a change in that entity as an “event” (CRUD) Business Process Triggers Application owning the Business Process publishes the occurrence of the business “event” (step in process) Integration design pattern supporting the detection, publishing, subscription and consumption of business events / corresponding data across multiple systems in a loosely coupled, asynchronous real time manner Detect & Publish Notification or “Fat” Event Messages Subscribe & Consume Trigger Downstream Workflows Service subscribing to the event uses the identification to kickoff a downstream process Synchronize Data Service subscribing to the event uses it to update the data in a downstream application • Customer abandoned web shopping cart • Emergency Roadside Driver assigned to customer ticket (ticket status change) • Customer changes address; adds email address • Kickoff next step in customer journey (marketing campaign) • Notify customer of estimated ERS Driver arrival time • Update Customer 360 Profile
CUSTOMER DATA PLATFORM & CX AT ACA CONFIDENTIAL Customer Profiles Web Visits Contact Center In Store CDP is populated through combination of: • Batch integrations from Big Data and Data Science environment and… • Real time EDA from assorted systems Published Business Events CDP is queried in real time during customer interactions from multiple interaction channels • Unified Customer Profiles • Personalization / Next Best Action
8 WSO2 JOURNEY AT ACA 2007 2024 2007 ESB (1 instance) 2010 Message Broker 2007 Data Services (DSS) 2009 API Manager 2009 API Analytics 2012 Enterprise Scale Deployment (20+ server instances) 2012 - 2021 Enterprise Integration Maturity Model (Manage & Optimize) 2023 All Workloads Migrated & 2022 WSO2 Managed Cloud (launch) 2008 HA & Redundancy
9 DIGITAL TRANSFORMATION WITH WSO2 CRM Membership Road Service Travel Event Layer Service Layer Customer Data Platform (CDP) Services Micro Integrator API Manager Micro Integrator (Events) Managed Cloud AAA Club Alliance Cloud Club Alliance Event Detection/Event Processing Firestore Cloud Functions Data Warehouse BigQuery Associates Interaction Data Customer Engagement Adobe Customer Experience Platforms Customers Transaction Data Sprinklr Social Media Real Time UX Event Messages REST, SOAP, RPC Data Layer Business Domain Services Enriched Data ETL Enriched Data Customer Profile Customer Profile Services
Thank You! Q&A? 10

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WSO2CON 2024 - How CSI Piemonte Is Apifying the Public Administration

  • 1. EVENT DRIVEN ARCHITECTURE BASED COMPOSABLE CUSTOMER DATA PLATFORM (CDP) Damian Bridges Konstantin Ostrobrod
  • 2.  AAA / ACA Introduction  Data Strategy at ACA  CDP Strategy at ACA  WSO2 at ACA MEETING AGENDA 2
  • 3. AAA and AAA Club Alliance (ACA) 3
  • 5. BRIEF HISTORY OF DATA STRATEGY & CX AT ACA
  • 6. EVENT DRIVEN ARCHITECTURE AT ACA Business Entity Change Triggers Application owning the Business Entity publishes the occurrence of a change in that entity as an “event” (CRUD) Business Process Triggers Application owning the Business Process publishes the occurrence of the business “event” (step in process) Integration design pattern supporting the detection, publishing, subscription and consumption of business events / corresponding data across multiple systems in a loosely coupled, asynchronous real time manner Detect & Publish Notification or “Fat” Event Messages Subscribe & Consume Trigger Downstream Workflows Service subscribing to the event uses the identification to kickoff a downstream process Synchronize Data Service subscribing to the event uses it to update the data in a downstream application • Customer abandoned web shopping cart • Emergency Roadside Driver assigned to customer ticket (ticket status change) • Customer changes address; adds email address • Kickoff next step in customer journey (marketing campaign) • Notify customer of estimated ERS Driver arrival time • Update Customer 360 Profile
  • 7. CUSTOMER DATA PLATFORM & CX AT ACA CONFIDENTIAL Customer Profiles Web Visits Contact Center In Store CDP is populated through combination of: • Batch integrations from Big Data and Data Science environment and… • Real time EDA from assorted systems Published Business Events CDP is queried in real time during customer interactions from multiple interaction channels • Unified Customer Profiles • Personalization / Next Best Action
  • 8. 8 WSO2 JOURNEY AT ACA 2007 2024 2007 ESB (1 instance) 2010 Message Broker 2007 Data Services (DSS) 2009 API Manager 2009 API Analytics 2012 Enterprise Scale Deployment (20+ server instances) 2012 - 2021 Enterprise Integration Maturity Model (Manage & Optimize) 2023 All Workloads Migrated & 2022 WSO2 Managed Cloud (launch) 2008 HA & Redundancy
  • 9. 9 DIGITAL TRANSFORMATION WITH WSO2 CRM Membership Road Service Travel Event Layer Service Layer Customer Data Platform (CDP) Services Micro Integrator API Manager Micro Integrator (Events) Managed Cloud AAA Club Alliance Cloud Club Alliance Event Detection/Event Processing Firestore Cloud Functions Data Warehouse BigQuery Associates Interaction Data Customer Engagement Adobe Customer Experience Platforms Customers Transaction Data Sprinklr Social Media Real Time UX Event Messages REST, SOAP, RPC Data Layer Business Domain Services Enriched Data ETL Enriched Data Customer Profile Customer Profile Services