Customer 360 Enterprise Data Platform — Denodo on Azure · View 04 of 39 · People and journeys
People who take value from it Customer Service Agent 1,800 seats Goal — Know who I am talking to before they finish saying their name, and tell whether their open case is really still open. Core journeys Answer an inbound call 9,400 calls a day Check an order or invoice Raise a complaint Relationship Manager 420 seats Goal — Walk into a meeting knowing what this account bought, what broke, and what we last promised them. Core journeys Prepare for an account meeting Review my book weekly BI Developer 90 authors Goal — Build a customer report on one certified dataset instead of joining five systems whose table names I do not know. Core journeys Find a certified dataset Build a Power BI report Data Scientist 35 users Goal — Pull a governed cohort into a notebook with the personal fields already masked, without raising a ticket first. Core journeys Pull a masked cohort Publish a score back People who run and govern it Data Steward Customer Data Team Goal — Prove where every attribute on the 360 came from, and merge two records without anyone losing history. Core journeys Resolve a duplicate customer Certify a dataset Answer a lineage question Platform SRE follow the sun Goal — Find out that a source has gone slow before the contact centre tells me. Core journeys Triage a slow query Handle a source outage Privacy Officer DPO office Goal — Answer a subject access request inside the statutory window without a manual trawl through six systems. Core journeys Fulfil a DSAR Approve a masking exception Systems that consume it Agent Desktop App 60 rps at peak Goal — Get the whole customer panel in one call, in under two seconds, or a clear reason why not. Core journeys Load the customer panel Customer AI Assistant Azure OpenAI Goal — Answer in the caller's words using only what the agent asking is allowed to see. Core journeys Answer a grounded question Partner Portal 4 partners Goal — Read the subset of the 360 our contract allows, and nothing beyond it. Core journeys Fetch an entitled subset Machines that act unasked ECID Resolution Job nightly, 02:00 UTC Goal — Reconcile every new source identifier to one enterprise customer before the business day starts. Core journeys Resolve new identifiers Publish crosswalk deltas Cache Refresh Scheduler Denodo Scheduler Goal — Keep each cached view inside its declared freshness window without stampeding the source. Core journeys Refresh on schedule Invalidate on ECID change Model Scoring Job daily, Databricks Goal — Land lifetime value, churn and segment scores where the semantic layer can join them by morning. Core journeys Score and publish Who the Customer 360 Is For, and What Each of Them Gets to Do Person or role Journey / task External / third party Security / platform v 1.0 · owner Data & AI Global Practice · date 2026-09
Why the machines have cards
The nightly resolution job, the cache refresh scheduler and the model scoring job each have a goal, an SLA and a failure path. Leaving them off the cast list is how a 02:00 job ends up with no owner and no alert.
The AI assistant is listed as a consuming system with no entitlements of its own — that single line is the whole security argument on view 36.
The journeys that got their own map
Answer an inbound call — highest volume, tightest latency, and the journey a sponsor judges the platform by.
Find a certified dataset — the journey that decides whether the catalogue is a marketplace or a directory of things you cannot have.
Resolve a duplicate customer — the journey where correctness, not speed, is the failure mode.
Deliberately not mapped
The relationship manager, the data scientist, the privacy officer and the partner portal have named journeys but no map. Each is served by a view later in the set; none of them surfaced a distinct architectural requirement.
