Use case (anonymized)
Streaming Customer 360
An event-driven Customer 360 built to support real-time personalization and operations. The key design principle: stable interfaces through contracts, so multiple teams can depend on the model safely.
Executive summary
- Business goal: consistent customer profile for real-time decisions and support workflows.
- Approach: event-driven ingestion plus contract-first interfaces and consumer-safe evolution.
- Outcome: faster profile freshness with fewer breaking changes across consumers.
Business context
- Multiple teams relied on different definitions of “customer state”.
- Profile staleness caused inconsistent decisions across channels.
- Schema changes broke downstream consumers unexpectedly.
What we delivered
- Event standards and compatibility workflows for key event families.
- Customer domain model with explicit ownership and stable interfaces.
- Serving patterns optimized for real-time reads and safe replays.
- Observability signals for freshness risk, drift, and consumer impact.
Technical approach
How it holds up in production
- Backpressure posture and replay strategy to avoid consumer surprises.
- Schema evolution through compatibility checks and review gates.
- Freshness signals and drift detection tied to operational actions.
- Incident readiness: clear ownership and escalation paths.