MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT

Size: px
Start display at page:

Download "MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT"

Transcription

1 MAXIMISING VALUE FROM DIRECT MARKETING: CUSTOMER ENGAGEMENT DATE: October 2013 Tim Gilmour Chief Marketing Officer aegon.com

2 AEGON DIRECT & AFFINITY MARKETING SERVICES ADAMS (AND ITS SISTER COMPANIES WORLDWIDE) HAVE OVER 17 MILLION POLICIES IN FORCE generating USD 2.2 billion in premium. USD 2.2bn ADAMS IS A WHOLLY OWNED SUBSIDIARY OF AEGON and operates as an independent direct marketing company locally. ADAMS PROVIDES CUSTOMER LED MARKETING SOLUTIONS to our customers and our business partners. CUSTOMER DATA & ANALYTICS ARE AT THE HEART OF OUR VALUE PROPOSITION WE ARE SPECIALISTS IN THE DESIGN & DEVELOPMENT OF INSURANCE PRODUCTS and associated customer offers. ACTIVE IN 6 COUNTRIES ACROSS ASIA; in developed markets of Australia, Japan and HK and emerging markets of Thailand, India and Indonesia 2

3 ADAMS FOOTPRINT IN ASIA JAPAN Since 2001 INDIA Since 2008 HONG KONG Since 2006 THAILAND Since 2005 INDONESIA Since 2012 AUSTRALIA Since

4 MY AGENDA TODAY BIG DATA DIGITAL CUSTOMER ENGAGEMENT TECHNOLOGY E- COMMERCE MOBILE 4

5 DIRECT MARKETING TODAY OBTM, push strategies have been/are the norm call list for commission Traditional channels coming under threat for a number of reasons including: Products lack real relevance (maybe our industry does too??) Customer s are using a different buying cycle Digital is changing the way customers interact Mobile means people are always connected and have access to information Data is more protected than ever and you need customer s permission to use it Some database owners are short term in their approach increased demands, lack of customer centricity, burn out E-commerce is having some success Aggregators what s that all about? Everybody is now talking about Digital & E-commerce & Social Media & Technology & Big Data & Mobile Platforms & Innovations So what will direct marketing look like TOMORROW? 5

6 SOME STATISTICS AND TRENDS? BILLION # of mobile subscriptions worldwide 7.1 BILLION = TOTAL WORLD POPULATION The volume of business data worldwide, across all companies, DOUBLES every 1.2 years 6 YEARS = Time it took Google to reach 50m users 88 DAYS = Time it took Google+ to reach 50m users 40% OF THE WORLD IS ONLINE USD25 BILLION = ANNUAL REVENUE OF THE APP ECONOMY People who use phones & tablets to access the internet will outnumber those who use a PC by % of Internet Users use the internet at home 60% DO SO FOR AT LEAST 3 HOURS PER DAY

7 AND SOME MORE STATS. (SEEMS TO BE ALL ABOUT DIGITAL) 68% OF LIFE INSURERS IN ASIA SAY THAT integrating digital and media with other distribution channels is the top challenge they face in delivering their digital strategy* Asia Pacific insurers attribute slow digital growth to LEGACY TECHNOLOGY ISSUES (63%), but also blames REGULATION (44%), a lack of compelling BUSINESS CASE (41%) and PERCEIVED CUSTOMER DATA/SECURITY ISSUES (40%) * 79% of Asia insurers ONLY PLAY THE DIGITAL GAME or are still learning to use digital capabilities for a competitive advantage 57% say that CURRENT OPERATING MODELS DO NOT FACILITATE DIGITAL STRATEGY and 47% have no business case of no unified digital strategy* NEARLY 70% of insurers spend LESS THAN 10% of business and IT development budgets on digital* ONLY 10% HAVE MADE TRANSFORMATIONAL CHANGES to digital capabilities* *Ernst & Young Digital Survey

8 Enriching the customer experience and regaining more direct control of the customer relationship through a meaningful customer engagement strategy is the key to success 8

9 CUSTOMER ENGAGEMENT WHAT IS IT? Not just a product sale it s about maximising lifetime value It incorporates: A 2-way process between you, and your customer A strong Customer Value Proposition that keeps them coming back Must have relevance - product, language, positioning, content, ongoing dialogue. A mutually beneficial relationship. One built on trust, honesty, transparency and mutual need Requires constant evolution to make sure it stays relevant, and needed BIG DATA DIGITAL TECHNOLOGY Incorporates digital communication & e-commerce and other channel integration Promotes a willing exchange of data Founded on the ability to manage that data and drive insights that will improve the UX E- COMMERCE MOBILE CHANNEL INTEGRATION Facilitated by technology & software - CRM 9

10 AND YOU RE GOING TO NEED A CUSTOMER ENGAGEMENT PLATFORM.. The Platform is the eco-system that supports multiple touch-points that deliver news, offers, information & entertainment A Platform encourages participation, engagement, and rewards customers for getting involved in new and exciting ways Gives insurers the opportunity to position insurance in a relevant way SOCIAL DATA SOURCE PLATFORM DATA INTEROGATION IN STORE DATA SOURCE DATABASE & ANALYTICS CONTENT & ENGAGEMENT TOOLS BUSINESS INSIGHTS REPORTS 10 ANALOGUE TELEPHONE ONLINE DATA SOURCE MOBILE DATA SOURCE INTERACTIVE DASHBOARDS

11 LOOKING AT IT FROM AN INSURANCE PERSPECTIVE START ACQUISITION PROGRAMS LEAD DEVELOPMENT LEADS PROSPECTS POLICYHOLDERS CROSS SELL & UPSELL TO EXISTING POLICY- HOLDERS REACQUIRE (WIN BACK) PRODUCT ENGINE CUSTOMER RELATION- SHIP MGMT CONTINUOUS MEANINGFUL CUSTOMER ENGAGEMENT CONSERVATION & RETENTION STRATEGY PRO & REACTIVE RETENTION MGMT BILLING MGMT TARGETED POLICY HOLDER DIALOGUE 11

12 SOME OF THE CHALLENGES IN BUILDING A MEANINGFUL CUSTOMER ENGAGEMENT PLATFORM? *BUSINESS CONSTRAINTS DATA Lack of access internal and external List burn-out Data Privacy/Data Protection laws can be prohibitive Lack of internal analytic competence Technology constraints (80%), slow pace of delivery (64%) and channel conflict (40%) Creation of a compelling business case for investment. Internal company structure or cultural constraints. Requires aligned processes, systems and people cross divisional cooperation BIG ANALYTICS Big Analytics plus Big Data equals Big Understanding Budget and resource because Big Understanding should lead to Big Action? CONSUMERS Consumers are in charge, not us New media digital, social, mobile have changed the way the consumers behave They want to choose what advertising messages they receive; but they are also inundated with irrelevant offers INTEGRATION Using only old, wellestablished tools won t cut it in the new world. Integrating old and new tools is key to success; channel integration is what the consumer wants; to make his own decision how to buy and how to engage *Ernst & Young Digital Survey

13 DATA DATA DRIVEN INSIGHTS SHOULD BE DRIVING CHANGE IN YOUR BUSINESS A strong intelligence function is becoming increasingly more important for companies Fact based marketing Risk analysis and management Fraud detection Process improvements Product enhancements Predictive underwriting Brand building Reward and recognition FOR THOSE COMPANIES WITHOUT A MEANINGFUL DATA STRATEGY THINGS ARE GOING TO GET MORE CHALLENGING BECAUSE 1. The volume, variety and timeliness of information e.g. social media 2. The proliferation of channels online and mobile 3. Advances in computing power and improvements in software. Meaningful customer engagement demands thorough customer insight Segments sub-segments groups - individuals 13

14 MARKET INNOVATIONS 14

15 FUTUREADY FIRST OF ITS KIND Health, finance & family loyalty program Engagement tools: Finance Calculators, Health Assessment Tools Rich Content produced by experts in health, finance and family Exclusive merchant offers Point accumulation redeemable against merchant discounts Clear CVP & Pre-written customer journeys Ongoing engagement & retention strategy Multi-channel marketing strategy CRM & Analytics 15

16 DIRECT MARKETING INNOVATIONS IN THE NEW WORLD DISCOVERY VITALITY Analytics Engagement & Retention Membership Discovery Life has been successful in tapping into a wealth of consumer data through its Discovery Vitality program an incentive plan initially set up to promote better claims experience for the company s health business It uses innovative techniques to obtain consumer data through online health assessments and wristbands that record real-time fitness levels This wealth of data and advanced analytics enables them to take advantage of robust underwriting and pricing techniques which has given them a competitive advantage in S.Africa The access to real-time data enables DL to be responsive to emerging trends 16

17 DIRECT MARKETING INNOVATIONS IN THE NEW WORLD TELEMATIC Insurance providers can now fit a telematics device into your car that measures how well you drive This enables the consumer to prove how safely he drives Premiums are then based on how safe and conscientious they are instead of paying for an average across all drivers. 17

18 DIRECT MARKETING INNOVATIONS IN THE NEW WORLD TUNE INSURANCE Cross & Upsell Leverages existing digital assets Channel integration Tune Group, which is owned in part by the lowcost airline AirAsia, launched an online insurer to leverage the airline s extensive digital infrastructure (namely the significant customer database of its online ticketing and reservations system). It offers travel insurance to customers when they book Tune Insurance sold 6m policies in 2012, and has sold 3.65m policies in 1H 2013 across 13 countries including Malaysia, Indonesia, Thailand, Singapore and China. The insurer has added 1,000 agents and 15 branches across Malaysia and a wider range of non-life products. Their goal is to be recognized as ASEAN S leading regional digital insurance franchise by

19 DIRECT MARKETING INNOVATIONS IN THE NEW WORLD KROODLE Leveraging social media to create consumer communities Channel Integration Kroodle uses the most innovative technology & facebook integration to enable people to access an insurance that is completely digital and mobile It is completely digital eg. Submitting an insurance claim is done via facebook thus consumers have full transparency of what they are getting and what others are getting Purchasing insurance is done on facebook you start on the Kroodle homepage but the purchase process is then integrated with facebook pulling all of your personal information to complete the transaction No signature required, no paperwork 19

Agenda Overview for Digital Commerce, 2015

Agenda Overview for Digital Commerce, 2015 G00270685 Agenda Overview for Digital Commerce, 2015 Published: 18 December 2014 Analyst(s): Jennifer Polk Marketing is making a greater impact on, and taking more responsibility for, digital commerce.

More information

Plugged in: Protection Product Trends Shaping Our Industry. Macro trends shaping our industry

Plugged in: Protection Product Trends Shaping Our Industry. Macro trends shaping our industry Plugged in: Protection Product Trends Shaping Our Industry Jerome Matrundola 21 Head October of 2013 Strategic Initiatives, Hong Kong and Southeast Asia October 18, 2013 Macro trends shaping our industry

More information

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

Global Trends in Non-Life Insurance: The Front Office

Global Trends in Non-Life Insurance: The Front Office What you need to know NON-LIFE INSURANCE Global Trends in Non-Life Insurance: The Front Office Key front office trends and the implications for the non-life insurance industry Contents 1 Highlights 3 2.

More information

hybris Solution Brief Hybris Marketing Market to an Audience of One

hybris Solution Brief Hybris Marketing Market to an Audience of One hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What

More information

Webtrends for Retail

Webtrends for Retail Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your

More information

Global Consumer Bank. Manuel Medina-Mora CEO, Global Consumer Banking

Global Consumer Bank. Manuel Medina-Mora CEO, Global Consumer Banking Global Consumer Bank Manuel Medina-Mora CEO, Global Consumer Banking Bank of America Merrill Lynch Banking and Financial Services Conference November 16, 2011 Agenda Our Business & Results Investing in

More information

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Pipeline Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Key Strategies For Increasing Revenue Through Personalization By John Konczal and Michael

More information

Corporate websites as a premium acquisition channel

Corporate websites as a premium acquisition channel Driving superior marketing performance across the full multichannel customer experience is an on-going challenge for chief marketing officers (CMOs). It s a complex task not made any easier by the proliferation

More information

Putting your customers first. to build relationships that last.

Putting your customers first. to build relationships that last. Putting your customers first to build relationships that last. As a part of the Aegon Group we are passionate about our mission: We exist to help people take responsibility for their financial future.

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person

More information

Customer loyalty is hard to come by: Technology is the answer

Customer loyalty is hard to come by: Technology is the answer Customer loyalty is hard to come by: Technology is the answer CARD LINKED MARKETING Gone are the days when a customer would stay with the same bank for 20+ years, taking out mortgages, loans and making

More information

Multichannel Customer Experience

Multichannel Customer Experience Multichannel Customer Experience Auke Douwe Veenstra, Principal Analyst April 4, 2013 2013 Forrester Research, Inc. Reproduction Prohibited We help you make better decisions in a world where technology

More information

Progress Exchange 2013

Progress Exchange 2013 Progress Exchange 2013 Asia Pacific Entering the Market and Growing your Business Peter Fuller Regional V.P. & Managing Director Progress Australia & New Zealand Exchange - October 2013 Agenda Emerging

More information

ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime!

ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime! ecommerce Industry Outlook 2016 Satisfying shoppers who want anything, anywhere, anytime! Here s to a fantastic 2016! 2016 will be another amazing year for the ecommerce industry, as consumers increasingly

More information

Trends in Insurance Channels

Trends in Insurance Channels Insurance the way we see it Trends in Insurance Channels Key emerging business and technology trends across channels to better reach your insurance customers and improve operational performance Contents

More information

5 tips to engage your customers with event-based marketing

5 tips to engage your customers with event-based marketing IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

Here s your full marketing OS. Reimagined.

Here s your full marketing OS. Reimagined. Here s your full marketing OS. Reimagined. We believe advertising should be personal across every connected device and that marketers should focus on attracting customers instead of managing the complexity

More information

The Increasing Role Data is Playing in Travel Marketing

The Increasing Role Data is Playing in Travel Marketing The Increasing Role Data is Playing in Travel Marketing Bruce H. Rogers Chief Insights Officer and Head of the CMO Practice Forbes Media Computers are incredibly fast, accurate and stupid. Human beings

More information

IBM Business Analytics software for Insurance

IBM Business Analytics software for Insurance IBM Business Analytics software for Insurance Nischal Kapoor Global Insurance Leader - APAC 2 Non-Life Insurance in Thailand Rising vehicle sales and mandatory motor third-party insurance supported the

More information

JDA DIRECT COMMERCE. Stay Relevant and Thrive in The New Consumer Reality

JDA DIRECT COMMERCE. Stay Relevant and Thrive in The New Consumer Reality Stay Relevant and Thrive in The New Consumer Reality Today s always-connected consumer is being bombarded with offers 24/7, making it harder than ever for direct retailers to break through the clutter

More information

Digital Marketing. the better way for audience targeting. Wolfgang Jaegel CEO & Founder of

Digital Marketing. the better way for audience targeting. Wolfgang Jaegel CEO & Founder of Digital Marketing the better way for audience targeting Wolfgang Jaegel CEO & Founder of Topics Digital Marketing Overview About Syndacast AdBoost for Audience Targeting Our World Today It s not news.

More information

Internet of Things and insurance. Paris, March 24h, 2015

Internet of Things and insurance. Paris, March 24h, 2015 Internet of Things and insurance Paris, March 4h, 0 Think Tank on Aggregators - 04 The "IoT Insurance" Think Tank was conducted with participating European insurers between November 04 and February 0 8

More information

Banking on Total Relationships: Paving the Way for Customer Loyalty

Banking on Total Relationships: Paving the Way for Customer Loyalty FINANCIAL SERVICES WHITE PAPER Banking on Total Relationships: Paving the Way for Customer Loyalty Total Relationship Loyalty increases a bank s bottom line by offering customers highly attractive and

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

FIS Active Analytics Suite. Delivering Segmentation-driven Digital Marketing, Merchant Offers

FIS Active Analytics Suite. Delivering Segmentation-driven Digital Marketing, Merchant Offers FIS Active Analytics Suite Delivering Segmentation-driven Digital Marketing, Merchant Offers Price Optimization and Risk Management Performance Analysis The FIS Active Analytics Suite helps financial institutions

More information

Feel and Experience the LotusCube Partnership Abundance Prosperity Wealth Ideas Innovation. Trade Mark Protected

Feel and Experience the LotusCube Partnership Abundance Prosperity Wealth Ideas Innovation. Trade Mark Protected LotusCube Feel and Experience the LotusCube Partnership Abundance Prosperity Wealth Ideas Innovation Trade Mark Protected www.gtaproperties247.com www.lotuscube.net www.speedg.com Contact : Jerry Cabral

More information

Managing the Next Best Activity Decision

Managing the Next Best Activity Decision Managing the Next Best Activity Decision James Taylor CEO, Decision Management Solutions Treating customers right, every time More information at: www.decisionmanagementsolutions.com No matter what the

More information

Global Trends in Non-Life Insurance: Policy Administration

Global Trends in Non-Life Insurance: Policy Administration What you need to know NON-LIFE INSURANCE Global Trends in Non-Life Insurance: Policy Administration Key trends in policy administration and the implications for the non-life insurance industry Contents

More information

Gain a new perspective on your digital customer experience and get closer to what matters

Gain a new perspective on your digital customer experience and get closer to what matters Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually

More information

Quantium Solutions Partners HUBBED to Make Online Shopping and Parcel Delivery Even More Convenient for Customers in Australia

Quantium Solutions Partners HUBBED to Make Online Shopping and Parcel Delivery Even More Convenient for Customers in Australia For Immediate Release Quantium Solutions Partners HUBBED to Make Online Shopping and Parcel Delivery Even More Convenient for Customers in Australia Quantium Solutions (Australia) Pty Ltd, has invested

More information

FRANCHISE INFORMATION

FRANCHISE INFORMATION FRANCHISE INFORMATION LETTER FROM OUR CEO 51 PRODUCTS 15 COUNTRIES 10,000 MERCHANT PARTNERS Welcome to the s products are available in two formats a printed franchise guide and thank you for book or an

More information

CUSTOMER ENGAGEMENT 2014. Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective

CUSTOMER ENGAGEMENT 2014. Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective CUSTOMER ENGAGEMENT 2014 Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective WELCOME TO THE EMPOWERED AGE Welcome to the first in a series of three white papers on Customer

More information

Citi Investor Relations. Credit Suisse Financial Services Forum. February 12, 2014. Jud Linville CEO, Citi Cards

Citi Investor Relations. Credit Suisse Financial Services Forum. February 12, 2014. Jud Linville CEO, Citi Cards Citi Investor Relations Credit Suisse Financial Services Forum February 12, 2014 Jud Linville CEO, Citi Cards Highlights Cards at Citi - World s largest card issuer - Unique global franchise Our Strategy

More information

Analytical CRM solution for Banking industry

Analytical CRM solution for Banking industry Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are

More information

CASE STUDY. L Oréal Canada

CASE STUDY. L Oréal Canada CASE STUDY Finds Beauty in Programmatic Buying With DoubleClick Bid Manager and Google Analytics Premium Finds Beauty in Programmatic Buying With DoubleClick Bid Manager and Google Analytics Premium Goals

More information

DELIVERING COMPETITIVE ADVANTAGE THROUGH DIGITAL CRM 22 ND MAY 2013

DELIVERING COMPETITIVE ADVANTAGE THROUGH DIGITAL CRM 22 ND MAY 2013 DELIVERING COMPETITIVE ADVANTAGE THROUGH DIGITAL CRM 22 ND MAY 2013 Agenda About LBi CRM Trends Delivering Competitive Advantage We are We are We are here 300 600 400 400 28 Full service digital Media

More information

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy

More information

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Adobe Analytics Premium Customer 360

Adobe Analytics Premium Customer 360 Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your

More information

THE 10 Ways that Digital Marketing + Big Data =

THE 10 Ways that Digital Marketing + Big Data = 1 Ways that Digital Marketing + Big Data = Sales Productivity The best global companies are transforming the way they market and sell. Here s how! Evolves into Digital TOP 10 about us MarketBridge is a

More information

Understanding Travel Performance Marketing in Asia

Understanding Travel Performance Marketing in Asia Understanding Travel Performance Marketing in Asia March 6, 2013, ITB: Berlin Eric J. Gerritsen Vice President, Sales & Business Development, Neverblue Travel Affiliate Network http://www.travelaffiliatenetwork.com

More information

Making Leaders Successful Every Day

Making Leaders Successful Every Day Making Leaders Successful Every Day Succeeding In Global ecommerce Forrester Research Benjamin Ensor Research Director, ebusiness & Channel Strategy March 13, 2013 For internal use only Agenda What s the

More information

MONETIZING IOT: THINGWORX MARKETPLACE AND THE SUBSCRIPTION ECONOMY

MONETIZING IOT: THINGWORX MARKETPLACE AND THE SUBSCRIPTION ECONOMY MONETIZING IOT: THINGWORX MARKETPLACE AND THE SUBSCRIPTION ECONOMY Relationship Business Management We build modern, flexible and easy to use enterprise software (RBM) that enables companies to manage

More information

Multi-channel Marketing

Multi-channel Marketing RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is

More information

HYBRIS MARKETING AND HYBRIS COMMERCE.

HYBRIS MARKETING AND HYBRIS COMMERCE. hybris Solution Brief HYBRIS MARKETING AND HYBRIS COMMERCE. A Perfect Match for a Personalized Customer Experience. Effective marketing is a critical component for any organization operating on digital

More information

Differentiate Now for Retail Leadership The Omni Channel Customer Experience

Differentiate Now for Retail Leadership The Omni Channel Customer Experience Differentiate Now for Retail Leadership The Omni Channel Customer Experience Singapore October 11 th, 2011 Ivano Ortis Head International, IDC Retail Insights Agenda Industry Trends What is Changed? Omni-channel

More information

CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH

CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH 1 Customer Strategy CUSTOMER STRATEGY With more connected global marketplaces, shortened product and service innovation

More information

Group Digital L!fe s focus is to create new growth opportunities and revenue platforms in mobile-led internet usage.

Group Digital L!fe s focus is to create new growth opportunities and revenue platforms in mobile-led internet usage. SingTel & Overview business review sustainability and governance performance financials additional information 31 ANNUAL REPORT 2014 Business Review Group Digital L!fe a quick read market trends Rapid

More information

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce

Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Powering the Cross-Channel Customer Experience with Oracle s Complete Commerce Contents Overview. 1 The Trends are Clear 2 Business Challenges 3 Complete Commerce 4 Customer Successes 8 Why Oracle?. 9

More information

E- COMMERCE TRENDS FOR

E- COMMERCE TRENDS FOR Welcome to E-Commerce universe! introducing E- COMMERCE TRENDS FOR 2014 Table of contents Introduction...3 M-commerce...5 E-payment development...6 Shipping: free, fast, global...7 Pre-order...8 Targeted

More information

Are Channels Any Good at Selling SaaS and Cloud Services? A Forrester Research and Avangate Study

Are Channels Any Good at Selling SaaS and Cloud Services? A Forrester Research and Avangate Study Are Channels Any Good at Selling SaaS and Cloud Services? A Forrester Research and Avangate Study Housekeeping Rules 1. All lines are on mute 2. Use the Questions Box on the right 3. Questions will be

More information

Property & Casualty: AXA Direct

Property & Casualty: AXA Direct Investor Day 4 December, 2013 Property & Casualty: AXA Direct Stéphane Guinet CEO, AXA Global Direct Cautionary note concerning forward-looking statements Certain statements contained herein are forward-looking

More information

Lead the Retail Revolution.

Lead the Retail Revolution. Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,

More information

Best of the Best Benchmark. Adobe Digital Index APAC 2015

Best of the Best Benchmark. Adobe Digital Index APAC 2015 Best of the Best Benchmark Adobe Digital Index APAC 2015 ADOBE DIGITAL INDEX Best of the Best Benchmark (APAC) This report covers the performance of companies in Asia Pacific region, including Japan (APAC).

More information

GfK Crossmedia Link, Unlocking new insights

GfK Crossmedia Link, Unlocking new insights GfK Crossmedia Link, Unlocking new insights Helsinki, February 5 th 2015 GfK 2015 Intro GfK Crossmedia Link Helsinki, February 5 th, 2015 1 Changing Consumer Behaviour GfK 2015 Intro GfK Crossmedia Link

More information

LOYALTY PROGRAMS: BUILDING CUSTOMER LOYALTY TO BUILD PROFITS

LOYALTY PROGRAMS: BUILDING CUSTOMER LOYALTY TO BUILD PROFITS LOYALTY PROGRAMS: BUILDING CUSTOMER LOYALTY TO BUILD PROFITS Loyalty is one of the great engines of business success. Frederick F. Reicheld, author of The Loyalty Effect Today s successful businesses recognize

More information

Reshaping the Bank around Pervasive Service Design. IDC Banking Forum Milan, January 10th, 2015

Reshaping the Bank around Pervasive Service Design. IDC Banking Forum Milan, January 10th, 2015 Reshaping the Bank around Pervasive Service Design IDC Banking Forum Milan, January 10th, 2015 CUSTOMERS BEHAVIOURS HAS CHANGED Copyright 2012 NTT DATA Copyright 2014 NTT DATA Italia S.p.A. 2 Key Customers

More information

THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL

THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL CEO survey: Top priority in the coming 3 years? 83% The Digital Insurance PWC 2014 WHAT DEFINES THE DIGITAL EXPERIENCE? TOUCHPOINTS BACKOFFICE

More information

The Evolution of Online Travel. Angelo Rossini Euromonitor International

The Evolution of Online Travel. Angelo Rossini Euromonitor International The Evolution of Online Travel Angelo Rossini Euromonitor International THE ONLINE TRAVEL REVOLUTION THE INTERNET BECOMES MOBILE GEOSOCIAL NETWORKS AND SOLOMO TOWARDS A NEW BUSINESS MODEL EMERGING TRENDS

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

ASIA-PACIFIC FACEBOOK ADVERTISING BENCHMARK REPORT

ASIA-PACIFIC FACEBOOK ADVERTISING BENCHMARK REPORT ASIA-PACIFIC FACEBOOK ADVERTISING BENCHMARK REPORT With nearly 1.5 billion smartphone users by 2019, Asia-Pacific brings enormous potential for advertisers on Facebook. The Asia-Pacific (APAC) region now

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

ENCOURAGING STORE ASSOCIATES IN AN OMNI CHANNEL WORLD MAKING INCENTIVE SCHEMES TRUE AND FAIR

ENCOURAGING STORE ASSOCIATES IN AN OMNI CHANNEL WORLD MAKING INCENTIVE SCHEMES TRUE AND FAIR WWW.WIPRO.COM ENCOURAGING STORE ASSOCIATES IN AN OMNI CHANNEL WORLD MAKING INCENTIVE SCHEMES TRUE AND FAIR Girish Kumar Global Practice Partner and Heads the Omni Channel Retail Practice Nirmal Jeyapal

More information

to getting started with individual-level online data

to getting started with individual-level online data BEST PRACTICES 5 top tips Celebrus Technologies Ltd, formerly know as Speed-Trap to getting started with individual-level online data p1 Introduction Engaging customers in a meaningful dialogue which ultimately

More information

Strategies for Growth in 2012 ebook: Leverage Marketing Automation for Inbound Marketing & Lead Generation

Strategies for Growth in 2012 ebook: Leverage Marketing Automation for Inbound Marketing & Lead Generation Strategies for Growth in 2012 ebook: Leverage Marketing Automation for Inbound Marketing & Lead Generation 2011 Ephor Group 1 (800) 379-9330 www.ephorgroup.com 5353 W Alabama Suite 300 Houston, TX 77056

More information

Websalad Connect. A fresh approach to digital marketing... PAGE 1

Websalad Connect. A fresh approach to digital marketing... PAGE 1 Websalad Connect A fresh approach to digital marketing... PAGE 1 2014 We connect B2B digitally across Asia Pacific Does your organisation require greater understanding and accountability from its digital

More information

Marketing Automation Checklist for Inbound Marketing & Lead Generation

Marketing Automation Checklist for Inbound Marketing & Lead Generation Marketing Automation Checklist for Inbound Marketing & Lead Generation 2011 Ephor Group 1 (800) 379-9330 www.ephorgroup.com 5353 W Alabama Suite 300 Houston, TX 77056 Ephor Groups provides services (Revenue

More information

strategies to maximize the effectiveness of your online merchandising and promotions plan

strategies to maximize the effectiveness of your online merchandising and promotions plan WHITE PAPER strategies to maximize the effectiveness of your online merchandising and promotions plan Executive summary Now, more than ever, the lines between corporate sites and online stores are blurring

More information

CRM The Critical Cog in Today s Business Strategy

CRM The Critical Cog in Today s Business Strategy CRM The Critical Cog in Today s Business Strategy An Eagle Creek Software Services White Paper, 2012 While CRM has become a well known, overused acronym, it still remains a truly under leveraged concept.

More information

BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel. www.coremedia.com

BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel. www.coremedia.com BUSINESS WHITE PAPER Contextual e-commerce: The key to an optimized e-commerce channel www.coremedia.com BUSINESS WHITE PAPER THE CONTEXTUAL JOURNEY Today s online customers are empowered like never before,

More information

2013 SIIA Strategic and Financial Conference New York, NY

2013 SIIA Strategic and Financial Conference New York, NY Since 1987 The Coming Shift in Digital Marketing: Always On CRM 2013 SIIA Strategic and Financial Conference New York, NY www.jegi.com June 21, 13, 2013 2012 Discussion Agenda M&A Heating Up in Marketing

More information

Analytics in an Omni Channel World. Arun Kumar, General Manager & Global Head of Retail Consulting Practice, Wipro Ltd.

Analytics in an Omni Channel World. Arun Kumar, General Manager & Global Head of Retail Consulting Practice, Wipro Ltd. Analytics in an Omni Channel World www.wipro.com Arun Kumar, General Manager & Global Head of Retail Consulting Practice, Wipro Ltd. Table of Contents 03...Extending the Single View of Consumer 04...Extending

More information

How Mobile Apps Have Transformed the Financial Advisor Landscape

How Mobile Apps Have Transformed the Financial Advisor Landscape How Mobile Apps Have Transformed the Financial Advisor Landscape Defining Financial Advisors Financial Advisors are experts in the area of planning personal finance; they offer efficient planning and investment

More information

Telecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction

Telecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction Telecommunications Overview Enhance customer loyalty with customer-centric communications and interaction Communications Service Providers face many challenges with requirements to provide diversified

More information

GLOBAL WEALTH & INSURANCE. September 25, 2013

GLOBAL WEALTH & INSURANCE. September 25, 2013 GLOBAL WEALTH & INSURANCE September 25, 2013 Global Wealth & Insurance Investor Day September 2013 Global Insurance Chris Hodgson Group Head Global Wealth & Insurance Agenda The business today Our positioning

More information

The Asian media landscape is turning digital

The Asian media landscape is turning digital The Asian media landscape is turning digital How can marketers maximise their opportunities? Copyright 2012 The Nielsen Company. i The Asian media landscape is turning digital. How can marketers maximise

More information

Predictive Customer Intelligence

Predictive Customer Intelligence Sogeti 2015 Damiaan Zwietering zwietering@nl.ibm.com Predictive Customer Intelligence Customer expectations are driving companies towards being customer centric Find me Using visualization and analytics

More information

Digitization of intermediated insurance distribution

Digitization of intermediated insurance distribution 1 Digitization of intermediated insurance distribution An Efma Think Tank supported by Roland Berger Summary Paris, June 6th 2013 We have analyzed the Digital maturity of a REPRESENTATIVE SAMPLE of European

More information

5 Steps to Optimizing Customer Value in Insurance

5 Steps to Optimizing Customer Value in Insurance 5 Steps to Optimizing Customer Value in Insurance LEVERAGING PREDICTIVE ANALYTICS TO ENGAGE YOUR CUSTOMER Tom King Senior Director, Industry Principal Insurance PEGASYSTEMS Despite the lure of customer

More information

The digital future for insurance.

The digital future for insurance. Digital transformation can help you tame the perfect storm. The digital future for insurance. Following the 2008 financial crisis, the insurance sector has faced tighter regulation, which has made it harder

More information

Navitaire Loyalty System

Navitaire Loyalty System RESERVATIONS AND DISTRIBUTION SERVICES ANCILLARY REVENUE SERVICES REVENUE AND DECISION SUPPORT SERVICES Navitaire Loyalty System The only frequent traveler system fully integrated with New Skies Navitaire

More information

Delivering a Smarter Shopping Experience with Predictive Analytics:

Delivering a Smarter Shopping Experience with Predictive Analytics: IBM Software Business Analytics Retail Delivering a Smarter Shopping Experience with Predictive Analytics: Innovative Retail Strategies Delivering a Smarter Shopping Experience with Predictive Analytics:

More information

Using Email Data to Find New Customers. Andrew Howe, Sales Director UKI, Teradata Interactive February 26 th, 2015

Using Email Data to Find New Customers. Andrew Howe, Sales Director UKI, Teradata Interactive February 26 th, 2015 Using Email Data to Find New Customers Andrew Howe, Sales Director UKI, Teradata Interactive February 26 th, 2015 About Teradata Interactive Vision To enable our customers to collect and use data to improve

More information

Leveraging Information to Drive Insurer Growth

Leveraging Information to Drive Insurer Growth KNOWLEDGENT INSIGHTS volume 2 no. 5 March 27, 2012 Leveraging Information to Drive Insurer Growth In the highly competitive insurance industry, leveraging information has become a key focal point for driving

More information

How Automated Underwriting Engine and Analytics Software can transform insurers new business growth

How Automated Underwriting Engine and Analytics Software can transform insurers new business growth How Automated Underwriting Engine and Analytics Software can transform insurers new business growth 3 rd Asia Insurance CIO Technology Summit 2014 Raphael P Young Raphael P. Young Senior Vice President,

More information

MARKETING MEASUREMENT IN THE DIGITAL AGE. Employing Strategies, Frameworks and Tools to Improve Marketing ROI

MARKETING MEASUREMENT IN THE DIGITAL AGE. Employing Strategies, Frameworks and Tools to Improve Marketing ROI 2-Day Practical Workshop on MARKETING MEASUREMENT IN THE DIGITAL AGE Employing Strategies, Frameworks and Tools to Improve Marketing ROI 15 16 Aug: Hong Kong 22 23 Aug: Singapore 29 30 Aug: Indonesia Unique

More information

Customer Segmentation and Profitability

Customer Segmentation and Profitability Customer Segmentation and Profitability Building Loyal, Profitable Customers S O L U T I O N P A P E R : FINANCIAL SERVICES SOLUTION PAPER: FINANCIAL SERVICES Customer Segmentation and Profitability Building

More information

of Insight, Access Influence

of Insight, Access Influence Tapping into a Global Channel & GETTING ENGAGED WITH GLOBAL MARKETING LEADERS of Insight, Access Influence Mission & Mandate Powerful channel of insight, access and influence Trusted community with shared

More information

Big Data for Banking. Kaleem Chaudhry Senior Director, Sales Consulting, ASEAN. Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Big Data for Banking. Kaleem Chaudhry Senior Director, Sales Consulting, ASEAN. Copyright 2013, Oracle and/or its affiliates. All rights reserved. Big Data for Banking Kaleem Chaudhry Senior Director, Sales Consulting, ASEAN Big Data in Financial Services Key Business Goals: Looking beyond the credit bureau report to assess consumer credit worthiness

More information

Personal Insurance Trends for Commercial Insurance to Watch in 2013

Personal Insurance Trends for Commercial Insurance to Watch in 2013 Xuber Special Report Personal Insurance Trends for Commercial Insurance to Watch in 2013 How Innovations in Personal Insurance will Inspire Commercial Insurance to Raise the Bar Over the past decade, it

More information

Session 2 Generating Value from 'Big Data' Mark T. Bain

Session 2 Generating Value from 'Big Data' Mark T. Bain Session 2 Generating Value from 'Big Data' Mark T. Bain Presented by Mark Bain Head of Insurance Consulting KPMG GENERATING VALUE FROM BIG DATA 1 BIG DATA IS EVERYWHERE WHAT IS BIG DATA ALL ABOUT? WHAT

More information

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience Loyalty Programs Rewarding the Customer Experience BRP SPECIAL REPORT A supplemental report based on findings from the 2015 CRM/Unified Commerce Benchmark Survey https://bostonretailpartners.com/2015-crm-survey-report/

More information

Putting The Cloud To Work For Real Businesses

Putting The Cloud To Work For Real Businesses Pavel Ershov Regional Vice President and General Manager Asia Pacific Japan Parallels Putting The Cloud To Work For Real Businesses Proven models for success in a true multi-service world 2014 Parallels

More information