WSO2CON 2024 - How CSI Piemonte Is Apifying the Public Administration

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

4. AAA Club Alliance (ACA)
4

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 ACA2007 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 WSO2CRM Membership Road Service Travel
Event Layer
Service Layer
Customer Data
Platform (CDP)
Services
Micro
Integrator
API Manager
Micro
Integrator
(Eve nts)
Managed Cloud AAA Club Alliance Cloud
Club Alliance
Eve nt Detection/Eve nt Processing
Firesto re
Cloud
Functio ns Data Warehouse
BigQuery
Associates
Interaction Da ta
Customer
Engagement
Adobe
Customer Experience Platforms
Customers
Transactio n Data
Sprinklr
Social
Media
Real Time UX
Eve nt Me ssage s
REST, SOAP, RPC
Data Layer
Business Do ma in Service s
Enriched Da ta
ETL
Enriched Da ta
Customer Pro file
Customer Pro file
Services

10. Thank You!
Q&A?
10