Using AEM to pull data from RTCDP

[ChanuteJo]

Hi,

The requirement my client wants is that they want to achieve an Internal Portal for banking industry employee to use (Employee at each branch) to use. The function of this Portal is to see Customer Interaction history with the banks, in terms of communications, portfolio, insurance held and other relations with the banks to each specific customer. 

I would like to know which solution is the best solution. The client wants to use AEM and RTCDP. The proposed solution they want is that:
1. Use AEM to pull data from RTCDP to display the customer information, interaction history etc.

2. Use AEM to feed data into RTCDP. Then use RTCDP to view the customer information, interaction history etc.

Please suggest which solution is the best practices. If there are any other solution that are better, please talk me through it. If you need any more information about this use cases, please let me know

Thank you 

Sching

[konstantyn_diachenko · Accepted solution]

For your client’s internal portal project in the banking industry, the integration between AEM and Adobe Real-Time Customer Data Platform (RTCDP) presents two main architectural options. Here’s a breakdown of each, along with best practices and alternative suggestions:

Solution 1: Using AEM to Pull Data from RTCDP

In this approach, AEM serves as the primary interface for bank employees to access customer data. AEM would fetch customer data from RTCDP in real-time or on-demand, displaying customer information, interaction history, and other relevant data directly within the portal.

Pros

• Centralized Interface: AEM would be the main interface, centralizing data consumption, which is beneficial for banking employees who need a streamlined, easy-to-access platform.
• Flexible Front-End Customization: AEM’s robust templating and component-based architecture allows for rich customization, enabling AEM to present customer data in user-friendly ways.
• Reduced Latency for AEM Display: Pulling data from RTCDP directly may reduce latency in displaying data updates, as RTCDP has strong capabilities in delivering real-time or near-real-time data.

Cons

• Complexity in Data Synchronization: This approach may lead to challenges if there are frequent updates to customer data. The AEM-RTCDP integration would need efficient caching or real-time synchronization mechanisms to maintain performance.
• Potential Data Access Delays: If RTCDP experiences delays, AEM’s interface may reflect this, affecting the employee experience.

Solution 2: Using AEM to Feed Data into RTCDP

In this alternative, AEM acts primarily as a data ingestion source. Customer interactions or updates made in AEM would be sent to RTCDP, which then serves as the primary platform for employees to view and interact with customer data.

Pros

• Centralized Data Source: RTCDP becomes the primary data source, simplifying AEM’s role in terms of processing. AEM can send structured data to RTCDP while focusing on core content management.
• Enhanced RTCDP Analytics: Since RTCDP aggregates data from various touchpoints, it could serve as a robust, single source of truth with analytics capabilities, helping to provide insights into customer interactions.
• Flexibility in Reporting: This approach leverages RTCDP’s analytics, which can be useful for bank employees and managers looking for trends and patterns in customer interactions.

Cons

• Limited Real-Time Feedback in AEM: If AEM feeds data into RTCDP without also pulling updates back, there may be a delay in displaying the latest customer information, impacting user experience.
• Increased Load on RTCDP: RTCDP may require enhanced configuration to handle real-time employee access for numerous branches.

Recommended Solution: Hybrid Approach (Best Practice)

A hybrid approach that combines elements of both solutions could provide the best user experience and technical performance:

1. AEM as the Primary Interface: Use AEM to display customer data, integrating with RTCDP to pull real-time or on-demand updates on customer interactions, portfolio, and other key metrics.

2. Data Feeds and Updates: AEM could be configured to send data to RTCDP after key customer interactions, ensuring that RTCDP remains up-to-date. This would also allow RTCDP to leverage data aggregation and analytics for deeper insights, accessible as reports by employees.

3. Caching and Performance Optimization: Implement caching mechanisms within AEM to reduce latency, particularly for frequently accessed customer data. Caching could be refreshed at intervals or based on updates in RTCDP to maintain data accuracy.

4. Security and Compliance: Given the sensitive nature of customer data in banking, prioritize data security and regulatory compliance (e.g., GDPR). This includes implementing secure AEM-RTCDP APIs, role-based access controls, and robust logging for audit trails.

Alternative Solution

If feasible, an alternative might involve Adobe Experience Platform (AEP) Journey Optimizer with RTCDP to manage customer journeys, while AEM displays only the required information. AEM can focus on content and component management, and RTCDP with Journey Optimizer can handle customer data and interaction tracking comprehensively.

This hybrid or alternative approach aligns with best practices for managing customer data in the banking sector, ensuring efficiency, security, and scalability while enhancing the employee experience. Let me know if you’d like more specifics on implementation or additional customization details!