Insights on Mobile First, Omni-Channel, Personalization and Digital strategy
|
|
- Garry Higgins
- 7 years ago
- Views:
Transcription
1 1. How do you go about creating and adopting a mobile first strategy? Insights on Mobile First, Omni-Channel, Personalization and Digital strategy For many what I've described may be called an omni-channel strategy - I just call it "how to run a modern business that will still be around in 5 years Martin Dowson, Customer Led Design, ROYAL BANK OF SCOTLAND Insights from:
2 1. How do you go about creating and adopting a mobile first strategy? Peter Fisher, Former Interim Customer Experience Manager, PREMIUM CREDIT Many organisations developed customer portals and interfaces before mobile was a key channel. As such these portals and interfaces are often not optimised for mobile, even though the majority of customer interactions for many sectors now are via mobile devices. To adopt a mobile first strategy, organisations need a dual approach: Firstly to review existing interfaces and reengineer where necessary, and secondly to start with the mobile channel for all future developments. Martin Dowson, Customer Led Design, ROYAL BANK OF SCOTLAND Understand why you are even talking about mobile first in the first place: Is this about your whole business deploying everything into mobile first? Is this about having a design principle that everything you design must first of all work on mobile? These are two subtly but importantly different motivations. Understand what your customers actually need from you across different touch points. This may not be necessary for every business. It may also not be necessary to deliver to mobile first as long as all your designs are responsive. It may be restrictive in terms of delivering the full interactions your customers require to design for mobile first. Basically make sure you have a customer need, a design, delivery and operational need for this. Articulate that - and this is your route to creating and gaining adoption for the strategy.
3 1. How do you go about creating and adopting a mobile first strategy? Renee Racine-Kinnear Vice President, Digital Customer Experience, INDIGO The first step for me is always to understand the customer s expectation and to let that drive the strategy. What we need to get to is this: How will the mobile site be used, by who and in what context? What are the essential features of the mobile experience? In what ways might we go beyond essential and into the territory of awesome? Being able to answer these questions for mobile (as well as each breakpoint upward) should ensure we re not degrading the experience as screen sizes get smaller, rather matching the experience to the needs of the user in context to the device. Nikolina Glamoclija Senior Manager, VODAFONE UNIFIED COMMUNICATIONS GROUP Mobile is a part of our every day. In today s world, one cannot even start to think about designing a business strategy, customer experience, omni-channel or digital roadmaps, without putting a mobile at the centre of the experience. It is no longer a strategy, it is the way we all live and customer expectation. We ve been aiming to deliver all of our websites fully responsive and are focusing on a new App experience at the forefront of our mobile and simplification strategy. As mobile takes a centrestage, we need to be wary not to compromise the experience and curb the investments in the web and contact centres; they remain as important in the mobile world. Carlo Giugovaz Head of CEE Multi Channel Banking, CITIGROUP Yes in all the groups banks are focusing on changing priorities (even if it will take time).
4 2. How do you use omnichannel strategies to enhance your customer s experience at every touchpoint? Peter Fisher Former Interim Customer Experience Manager PREMIUM CREDIT The key element here is to understand the channels your customers are using and would prefer to use. This can only be established via insight and shouldn t just be via an analysis of what customers are using today. Google analytics will only show you what is on offer now, not what customers would prefer. With that insight, the desired customer experience should be developed whereby customers can seamlessly move between channels such that each touchpoint looks and feels the same. Martin Dowson, Customer Led Design, ROYAL BANK OF SCOTLAND Terms like Omni/multi channel are used in ways that make it sound like they are the objective. It s not about an Omni channel strategy - it s about understanding how, where and when your customers want to interact with you and crucially what you can best deliver as an organisation against that need (that might not be OMNI and it may not even be very multi). It s about orienting how you design your business around being human centred, design led and sustainably delivered. When you do this then you are naturally designing and delivering experiences that are right for your customers and right for your business. For many what I ve described may be called an omnichannel strategy - I just call it how to run a modern business that will still be around in 5 years.
5 2. How do you use omnichannel strategies to enhance your customer s experience at every touchpoint? Mabel Moya CRM Leader ALTIBOX I prefer to talk about customer strategies instead of omni-channel. The reason for this is because when working omni-channels, you should centralized your customer strategies in a customer-decisioning tool. Think customer first, what is the strategy and them take it to the channels. It is about the customer experience after all but your customer strategy should also be aligned to the business strategy. Renee Racine-Kinnear Vice President, Digital Customer Experience INDIGO Observing our customers in store showed us specific opportunities to bring digital into the retail channel effectively. Our app makes the lost loyalty card a thing of the past. It also connects the physical product with the richer decision support online by offering a barcode scanning feature. We re currently at work on a number of omni-channel strategies to further this connection of retail and digital channels including MPOS, digital receipts and harnessing RFID to give recommendations based on multi-channel purchase and browse histories.
6 2. How do you use omnichannel strategies to enhance your customer s experience at every touchpoint? Nikolina Glamoclija Senior Manager VODAFONE UNIFIED COMMUNICATIONS GROUP Customers don t think about the channels. They might have a question and will try to go wherever they perceive it to be the most convenient and fastest way to find their answer. It is our imperative to help them in the channel of their choice, but also to provide a guidance to the most appropriate touchpoint. Therefore mapping a type of question and task to the best equipped touchpoint is key; not every channel can be used for all queries and tasks. Digital provides the glue and transparency where all the channels visibly come together, therefore must overcome any internal silos. Carlo Giugovaz Head of CEE Multi Channel Banking CITIGROUP Yes this is since 5 years!!
7 3. How does personalization factor into your overall digital strategy? Peter Fisher Former Interim Customer Experience Manager PREMIUM CREDIT Customers expect access to their own data and information. Providing information, which is applicable to everyone, will only go part way to delivering against expectations. Linking to back end systems which can deliver the personalisation is key to delivering the very best customer experience. Martin Dowson Customer Led Design ROYAL BANK OF SCOTLAND The ability to deliver experiences at the level of an audience of one will be increasingly important but must be delivered in a balanced way. Personalisation is being used throughout different industries today to drive marketing (or in fact sales) on an increasingly individual and measurable basis. My personal opinion is that this will only go so far before it just gets outright creepy and uncomfortable (if it hasn t already). However the ability to support conversations with customers about the service they are receiving and to demonstrate that you know your customer - using personalisation strategies for this - will be crucial to delivering a more human experience. This contributes to a future thinking company s overall strategy - clearly. Your digital strategy is to use tech and digital channels to support the company s overall strategy - unless you are a digital pure play in which case they are likely intertwined and you don t even talk about digital! Ultimately personalisation will also be important to operational strategies for customer service and sales (through service) in non digital channels too which is why we see many telephony operations aligning with digital ones.
8 3. How does personalization factor into your overall digital strategy? Mabel Moya CRM Leader ALTIBOX Our digital strategy has three pillars: content, personalization and analysis. And on top, cross channel management and omni-channel. Without those pillas or foundation, there is no digital strategy. Renee Racine-Kinnear Vice President, Digital Customer Experience INDIGO Personalization has been harder to achieve than we expected. While we have an excellent picture of our customer in one channel, our legacy systems are not set up to share that picture across other channels. This is something we are sprinting toward now as we see more of our customers moving between channels.
9 3. How does personalization factor into your overall digital strategy? Nikolina Glamoclija Senior Manager VODAFONE UNIFIED COMMUNICATIONS GROUP Our customers find generic sales and banner advertising intrusive and inappropriate. Utilising personalisation to help the customers, provide them with relevant notifications, tips and offers so that they can get the most out of the complex services and products they subscribe to or even provide them with a resolution before the problem occurs is very much encouraged and asked for. Whereas, cross-channel analytics integration might be difficult to achieve, we have started with simple device recognition, digital behavioural insights and data, and combined it with strong content presentation and search optimisation to provide more relevant individual experience. Carlo Giugovaz Head of CEE Multi Channel Banking CITIGROUP Not so much unfortunately We are working to improve, but product actions are still a priority.
10 4. How are you using digital interaction to drive customer engagement? Peter Fisher Former Interim Customer Experience Manager PREMIUM CREDIT Digitisation enables a two way process. Not only can organisations deliver relevant information to customers, organisations can generate a higher level of customer engagement and customer experience by optimising the channels. Various channels and techniques can be utilised in this regard but segmentation will be key. Not all customers will want to engage via the same channel an omni channel approach will deliver an increased customer experience across all segments. Mabel Moya CRM Leader ALTIBOX In different ways. Altibox is the largest fiber provider in Norway. We distribute TV services as part of it. We are a content distribution platform and therefore we strive to drive customer engagement in all of our digital channels. Social media is one of our much used channels, as well as our TV platform. We have weekly film and entertainment campaigns aim to keep engagement high and these are all distributed digitally. Renee Racine-Kinnear Vice President, Digital Customer Experience INDIGO We do a number of interesting things with our rewards program that drives engagement (points meter, a responsive rewards centre with 1:1 offers and the ability to earn micro-points by rating your recommendations). That said, I am most proud of the cx programs we have in place to ensure an ongoing two-way dialogue with our customers. We treat them as collaborators / co-designers of our experience. I think this has created an engagement that goes well beyond any single digital feature.
11 4. How are you using digital interaction to drive customer engagement? Nikolina Glamoclija Senior Manager VODAFONE UNIFIED COMMUNICATIONS GROUP Digital, particularly mobile is where most of our customer s questions and interactions with the brand begin. We are seeing increasing number of interactions through not just mobile, web and app, but also through social networks, our vibrant communities and live chat which are well perceived by our customers due to its convenience - available 24/7, transparent and real-time. Customers who would not necessarily call or make time to go into the retail shop, are suddenly interacting with us. Through gamification and personalised prompt service we are starting to more effectively manage these new interaction forms and turn them into a positive and value-add experiences. Carlo Giugovaz Head of CEE Multi Channel Banking CITIGROUP In many ways: onboarding, education on digital, post sales customizations, etc.
12 LEARN MORE You can learn more exclusive insights from the leaders in Digital Customer Experience by attending our: Digital Customer Experience Strategies Summit Europe June 30 - July 1, Fenchurch Place, Central London, UK Exclusive insights on: 1. Social & Mobile 2. Customer-centric Culture 3. Omni-Channel 4. Engagement & Loyalty 5. Personalisation 6. Emerging Channels 7. Metrics & Analytics Download Brochure
How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0
How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this
More informationCATEGORIES MAKING A CHOICE
UK Digital Experience Awards 2015 See our Website for more detailed information : www.d-x-a.co.uk, contact us on lisa.harmer@awardsinternational.eu or call 01223 911755. CATEGORIES MAKING A CHOICE WHAT
More informationIMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE
IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as
More informationTHE OMNICHANNEL CONSUMER
THE OMNICHANNEL CONSUMER KEY FINDINGS FROM THE DELOITTE REPORT THE OMNICHANNEL OPPORTUNITY TO HELP RETAILERS UNLOCK THE POWER OF THE CONNECTED CONSUMER INTRODUCTION The internet and mobile devices have
More informationCustomer centric transformation for next generation customer service CUSTOMER CENTRICITY
Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across
More informationRAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION
RAKUTEN MARKETING Measuring the Modern Shopper Measuring the Modern Shopper Introduction Modern retailing is developing fast and the lines between online and offline are increasingly blurred. We have come
More informationCREATING A BRILLIANT DIGITAL FUTURE
CREATING A BRILLIANT DIGITAL FUTURE TELSTRA S DIGITAL EVOLUTION Telstra is evolving into a highly digital organisation. Through a process of automation, virtualisation, integration and mobilisation we
More informationCreating the customer experience
Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services
More informationClient focused. Results driven. Ciber Retail Solutions
Client focused. Results driven. Ciber Retail Solutions Multi-Channel Retailing Retailers are confronted by a downturn in consumer spending, ever-tighter margins, emerging shopping patterns, empowered consumers
More informationEmail Media: CRM opportunities from employee email traffic $ CONVERSION RETENTION PERSONALISATION PROFILING
Email Media: CRM opportunities from employee email traffic $ CONVERSION RETENTION PERSONALISATION PROFILING CRM opportunities from employee email traffic No matter how sophisticated a company s CRM programme
More informationHow successful is your campaign and promotion management? Towards best-practice campaign management strategies
How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending
More informationBEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook
BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues
More informationIntroducing the Customer Mix
Introducing the Customer Mix Why the Marketing Mix is no longer a relevant framework for multichannel retailers and what they should focus on instead January 2016 Introduction Practicology markets itself
More informationOne View Of Customer Data & Marketing Data
One View Of Customer Data & Marketing Data Ian Kenealy, Head of Customer Data & Analytics, RSA spoke to the CX Network and shared his thoughts on all things customer, data and analytics! Can you briefly
More informationGetting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research
Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,
More informationOmni-Channel Contact Centre
Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni-Channel experience Omni-Channel Contact Centre Email Management Web Chat Software Social Media Customer Service
More informationTHE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS
THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology
More informationDigital Strategy. How to create a successful business strategy for the digital world.
Digital Strategy How to create a successful business strategy for the digital world. Digital Strategy Overview Every business today needs a digital strategy. Products and services need to be digitally
More informationGraduating CRM Beyond Pipeline Management CRM
Graduating CRM Beyond Pipeline CRM Graduating CRM Beyond Pipeline Graduating CRM Beyond Pipeline So you ve got your CRM deployment running smoothly. Congrats to you! If you re like most of our customers,
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationCan good data deliver a be er customer experience? Discussion Paper
Can good data deliver a be er customer experience? Discussion Paper Contents Introduction 1. 2. 3. 4. 5. Human customer service channels Does inaccurate data mean long waiting times and customer drop-offs?
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationDIGITAL INDUSTRY INSIGHTS FROM CUSTOMER EXPERIENCE LEADERS. Question 1: Question 2: Question 3: INSURANCE. Government. Telecom. utilities.
INDUSTRY INSIGHTS FROM DIGITAL CUSTOMER EXPERIENCE LEADERS Question 1: How are you using digital channels to aid your customer experience? Question 2: How do you align your digital strategies to balance
More informationPostgraduate Diploma in Digital Marketing. Awarded by University of California Irvine Extension
Postgraduate Diploma in Digital Marketing Awarded by University of California Irvine Extension 2 Accelerate your Career Improve Your Career Options with a Professional Postgraduate Diploma University of
More informationWhite Paper Service Excellence: Transforming the Customer Experience
White Paper Service Excellence: Transforming the Customer Experience Telephone: +44 (0)20 7960 4197 Email: info@makepositive.com makepositive.com Are we really getting the most from technology? Hello from
More informationHow To Be Successful In A Cross Channel Retailing
Foreword Retail industry is currently going through a once-in-a-generation transformation, primarily driven by more evolved shoppers and technological innovations. This has resulted in a structural shift
More informationEnabling multi-channel retailers
Enabling multi-channel retailers European overview There is no question that European retailers have to respond to the rapid consumer adoption of digital technology, particularly given that internet adoption
More informationA Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution
A Customer Centric Digital Platform For Utilities A Joint Capgemini and Pegasystems Solution 2 A Customer Centric Digital Platform For Utilities Utilities the way we see it Utilities in a changing world
More informationContinuous 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 informationMarketing Report 2015
The State of Marketing Report 2015 TABLE OF CONTENTS EXECUTIVE SUMMARY KEY FINDINGS DETAILED INSIGHTS 2 3 6 Meeting Consumer Needs Consumer Channel Preference Marketers Current Workflow How Marketers Workflow
More informationRedEye DATA: THE UGLY BABY OF MULTI-CHANNEL PERSONALISATION MATTHEW KELLEHER - CCO
RedEye DATA: THE UGLY BABY OF MULTI-CHANNEL PERSONALISATION MATTHEW KELLEHER - CCO CONTENTS Introduction What are you trying to achieve? pg 3 Multi-Channel Personalisation What is it? pg 4 Building Blocks
More informationThe Fundamentals of B2C Marketing Automation for Effective Marketing Communications
The Fundamentals of B2C Marketing Automation for Effective Marketing Communications Mark Patron February 2013 Email and Website Optimisation Introduction Marketing automation is a process that uses insight
More information2013 North American Omni-Channel Customer Engagement Company of the Year Award
2013 2013 North American Omni-Channel Customer Engagement Company of the Year Award 2013 Frost & Sullivan 1 We Accelerate Growth Company of the Year Award Omni-Channel Customer Engagement North America,
More informationKEY STATISTICS & INFORMATION
28 29 September 2016 Olympia West & Central, London KEY STATISTICS & INFORMATION from Europe s no.1 exhibition and conference for contact centre & customer service professionals Organiser 2 ABOUT CUSTOMER
More informationGS1 Global Update. MIGUEL A. LOPERA, President & CEO, GS1. March 2015
GS1 Global Update MIGUEL A. LOPERA, President & CEO, GS1 March 2015 AGENDA 1. The role of GS1 in an omni-channel world 2. EU 1169 Update 3. The great progress of the GS1 Global Healthcare Initiative 2
More informationExperian Cross Channel Marketing Platform. Managing campaigns and reaching consumers in real time
Experian Cross Channel Marketing Platform Managing campaigns and reaching consumers in real time The relationship between brands and customers has fundamentally changed. Whereas once there was equilibrium
More informationWhite Paper. Growing your business with APIs.
White Paper Growing your business with APIs. Mobile and digital technologies have changed the way we live. Consumers are doing business with all kinds of companies via apps and mobile devices. We expect
More informationData Management in a Marketing Environment. 2013 Chris Sukornyk
Data Management in a Marketing Environment 2013 Chris Sukornyk Omni-channel marketing Omni-channel marketing is based on the concept of creating personalized, contextually relevant customer experiences
More informationOMNI-CHANNEL MARKETING. Top 9 Questions
OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is
More informationEnsighten Activate USE CASES. Ensighten Pulse. Ensighten One
USE CASES Ensighten Activate Ensighten One Ensighten Pulse Use Case: On-Site Targeting based on Off-Site Display Ad Deliver relevant content to customers after they viewed or clicked through an Off-Site
More informationWhy Consumer Empowerment is moving retailers from Product Centricity to Customer Centricity
Why Consumer Empowerment is moving retailers from Product Centricity to Customer Centricity CONSUMER TRANSFORMATION TIMELINE Transformation Phase Transformation Phase Transformation Phase Transformation
More informationThe Rules of Omnichannel Customer Engagement
Jacada Webinars The Rules of Omnichannel Customer Engagement Industry experts define Omnichannel and how to prepare your organization for omnichannel customer engagement Jeremy Cox, Informa/Ovum Principal
More informationMulti-channel mobile marketing and CRM solutions for Mobile Network Operators
Multi-channel mobile marketing and CRM solutions for Mobile Network Operators future mobile technology marketing business entertainment media Interactive Messaging (SMS, MMS, Email and Voice) Mobile Internet
More informationTurning Big Data into a Big Opportunity
Customer-Centricity in a World of Data: Turning Big Data into a Big Opportunity Richard Maraschi Business Analytics Solutions Leader IBM Global Media & Entertainment Joe Wikert General Manager & Publisher
More informationCustomer Journey Analyses: Requirements and Choices of Implementation 04.04.2014
Customer Journey Analyses: Requirements and Choices of Implementation 04.04.2014 1 Agenda Customer-Journey-Analyses Definition Reasons to run this type of analyses Requirements for Customer-Journey-Analyses
More informationSmart shopping with your bank Card Linked Offers and Merchant Funded Rewards The Next Generation Loyalty Program
Smart shopping with your bank Card Linked Offers and Merchant Funded Rewards The Next Generation Loyalty Program Business ValueBusiness Value The Four Strategic Technology Areas The Must Haves for Competitive
More informationTRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA
TRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA EMBRACING DIGITALISATION TO CREATE A SEAMLESS CUSTOMER EXPERIENCE Presented by: 1 INTRODUCTION Over the past ten
More informationCritical Success Factors for Personalisation
Critical Success Factors for Personalisation Introduction To best optimise engagement and revenue, online and multichannel retailers need to personalise the brand and shopping experience for each customer.
More informationOXY GEN GROUP. engage. multi-channel solutions
OXY GEN GROUP engage multi-channel solutions hello. As UK CEO, I m delighted to welcome you to Oxygen8. We ve been at the forefront of multi-channel solutions since 2000. Headquartered in Birmingham, UK,
More informationPaid Search: What Marketers Should Focus on in 2014
[Type text] Paid Search: What Marketers Should Focus on in 2014 NETBOOSTER.COM Sergio Borzillo, Head of PPC (UK) Paid Search: What Marketers The 4 main areas to focus on for your Paid Search strategy in
More informationRBTE: Big themes from Europe s biggest Retail show
RBTE: Big themes from Europe s biggest Retail show The Pierhouse team joined thousands of visitors, retailers and exhibitors at the Retail Business Technology Expo in London to discuss the challenges and
More informationOmni-Channel Shoppers: An Emerging Retail Reality
Omni-Channel Shoppers: An Emerging Retail Reality Retail marketing is changing. Today, success means connecting with your most important customer: the omni-channel shopper. Here we detail the three ways
More informationOmni-Channel Marketing for Customer Driven Interaction
Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints
More informationOMNICHANNEL CAMPAIGN MANAGEMENT SOLUTION A WINNING STRATEGY FOR RETAILERS AND BRANDS
OMNICHANNEL CAMPAIGN MANAGEMENT SOLUTION A WINNING STRATEGY FOR RETAILERS AND BRANDS OMNICHANNEL DIGITAL COUPONS MARKET OVERVIEW Marketers face the challenge to keep pace with the rapid change and growth
More informationWHAT YOU D KNOW IF WE COULD TALK TO YOU
PRESENTS DATA DRIVEN BRAND MARKETING PART TWO YOUR DEFINITIVE GUIDE TO FINDING THE CHANNELS THAT DRIVE THE BEST RESPONSE WHAT YOU D KNOW IF WE COULD TALK TO YOU 1. Building Value on Existing Segmentations
More informationBanking in the Mobile Age: MicroStrategy s Mobile Solutions. Stephen Bruggers VP Financial Services Solutions
Banking in the Mobile Age: MicroStrategy s Mobile Solutions Stephen Bruggers VP Financial Services Solutions Agenda Banking in the Mobile Age Transformation of Banking! Four Pillars of Mobile-Age Banking
More informationDigital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014
Investor Day 2014 Digital Strategy Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 HUGO BOSS 19-Nov-14 2 Agenda Change in consumer expectations Omni channel business
More informationChoosing A Customer Data Platform
Choosing A Customer Data Platform Learn what makes a CDP work and how it can bring customer-driven marketing benefits to your marketing team. The Customer Data Platform Built for Marketers TABLE OF CONTENTS
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationBUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP
BUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP Building Omni-Channel Retail From The Back End Up 2 An average of 50% of retailers plan to increase their commitments to order management, e-commerce,
More informationORACLE SOCIAL MARKETING CLOUD SERVICE
ORACLE SOCIAL MARKETING CLOUD SERVICE KEY FEATURES Universal navigation between all social marketing functionality Single-platform management for Facebook, Google+, Twitter and other social communities
More informationShell CRM 2020. October 2014
Shell CRM 2020 October 2014 MOST CONFIDENTIAL 2 2 THE SITE OF THE FUTURE RETAIL VISION Experience Role in Retail Strategy BEST FUELS RETAILER IN THE WORLD Accelerate Future Heartlands Defend and Grow the
More informationOracle Buys Eloqua. Adds Leading Modern Marketing Platform to the Oracle Cloud to Help Companies Deliver Exceptional Customer Experiences
Oracle Buys Eloqua Adds Leading Modern Marketing Platform to the Oracle Cloud to Help Companies Deliver Exceptional Customer Experiences February 8, 2013 1 Cautionary Statement Regarding Forward-Looking
More informationUK Holiday Planning and Booking Trends Report 2016
UK Holiday Planning and Booking Trends Report 2016 47% of people will call a travel provider before booking Discover the key trends influencing travel consumer behaviour Executive Summary Telephone drives
More informationProactively Increasing Your Online Sales
Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than
More informationWe d also recommend you consult Chapters 4 in the Chaffey & Smith recommended text as well as Chapter 1 in Ryan & Jones recommended text.
1 Our focus for this session is on the customer and how their needs are changing in light of changing digital technologies. We ll look how the buying process can be impacted by digital technologies and
More informationCustomer Experience: Essential Requirements for Company Profitability and Competitive Success
Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer
More informationwww.green4solutions.com UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES.
www.green4solutions.com UNDERSTAND YOUR CUSTOMERS, GROW LOYALTY AND MAXIMISE REVENUES. ABOUT GREEN 4 SOLUTIONS Customer Relationship Management experts for sport and leisure. Green 4 use knowledge, experience
More informationWHITE PAPER. Digital transformation for insurers
WHITE PAPER Digital transformation for insurers Introduction The insurance industry today is at a transformative stage, where it is witnessing an unrelenting march of digitization and a proliferation of
More informationThe banking call centre Evolving to meet customers expectations
The banking call centre Evolving to meet customers expectations What purpose does telephony serve in modern day banking? What functionality and culture are required to meet customer demands? The digital
More informationGuide. Omni-Channel Order Management
Guide Omni-Channel Order Management Omni-Channel Order Management Guide 02 Omni-Channel Order Management Guide The retail industry is undergoing a phenomenal transformation. Technological advances and
More informationBest practice customer acquisition strategies
Best practice customer acquisition strategies www.decisioningvision.com Introduction The acquisition of customers is vital in order for organisations to grow their business, but organisations must ensure
More informationThe cross-channel insight imperative
The cross-channel insight imperative Why today s hyper-connected consumer means having a crosschannel consumer classification is more important than ever. An Experian Marketing Services white paper A changing
More informationBRAND & BUSINESS TRANSFORMATION
BRAND & BUSINESS TRANSFORMATION WHO WE ARE We are an independent marketing consulting practice committed to delivering short and long term client growth through market leading brand and business transformation.
More informationDigital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014
Digital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014 Digital Commerce in Retail: Supporting a Common Mobile Customer Journey CONTENTS 1. Background
More informationGreat evolution: from CRM to CCRM. Borut Vovk Head of Omnichannel Studio Moderna
Great evolution: from CRM to CCRM Borut Vovk Head of Omnichannel Studio Moderna Introduction About Studio Moderna The leading direct marketing and multi-channel retailer in CEE region Introduction Philosophy
More informationOmnichannel Payments
Omnichannel Payments The Connected Consumer The way consumers buy goods and services is changing profoundly We now exist in a truly global, connected and digital world. A world of choice that lets us purchase
More informationTechnological Tools Trends:
Technological Tools Trends: Prediction Models, Business Intelligence, Big Data and Multichannel Communications James Grace, Contact Center Consultant What is Big Data? Tema según el cronograma What is
More informationDigital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services
Digital Strategy Digital Strategy Digital Innovation Enablement Services 2015 CGI IT UK Ltd. Contents Digital strategy overview Business drivers Anatomy of a solution Digital strategy in practice Delivery
More informationUsing 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 informationConnecting the Dots on the Omnichannel Customer Journey
A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel
More informationThe Customer Experience:
The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged
More informationMicrosoft 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 informationDIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES
RESEARCH STRATEGY REPORT DIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES CHRIS NICOLL and SANDRA O BOYLE Analysys Mason Limited 2015 analysysmason.com About
More informationThe Matrix guide to the Omni-channel. A Matrix White Paper
The Matrix guide to the Omni-channel CONTENTS: 1. Introduction page 2 2. What is the Omni-channel? page 3 2.1 The difference between Multi-channel and Omni-channel page 3 2.2 Features of the Omni-channel
More informationCelebrus for Telecommunications: Deepening customer intelligence with individual-level digital data
SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very
More informationThree powerful analytics use cases for Customer Link. How linked data powers smarter analytics and better predictive models
Three powerful analytics use cases for Customer Link 1 How linked data powers smarter analytics and better predictive models 0123 4567 8901 2345 The power of linked data When it comes to adopting new tech
More informationNITB Social & Digital Marketing. Crom Estate by Finn Beales Instagram Blogger
NITB Social & Digital Marketing Crom Estate by Finn Beales Instagram Blogger Digital marketing is at the centre of NITB s strategy to promote Northern Ireland as a tourist destination. NITB Marketing Strategy
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More informationEMPOWERING MARKETING. Chandra Stevens. Powering the future of people-centric marketing. Director, Microsoft Marketing Solutions.
EMPOWERING MARKETING Powering the future of people-centric marketing Chandra Stevens Director, Microsoft Marketing Solutions Mobile Workforce Big Data Cloud Computing Social Enterprise Privacy and Security
More informationactionable big data. maximum roi. HOW TO DRIVE OFFLINE RETAIL SALES USING ONLINE MARKETING Building a bridge to overcome the online to offline gap
actionable big data. maximum roi. HOW TO DRIVE OFFLINE RETAIL SALES USING ONLINE MARKETING Building a bridge to overcome the online to offline gap Why read this paper? We are inundated with online marketing
More informationMarta Pichlak-Miarka & Tony Spelkens SAS
Marta Pichlak-Miarka & Tony Spelkens SAS REAL-TIME PERSONALIZATION IN 5 STEPS MARTA PICHLAK-MIARKA & TONY SPELKENS @PICHLAKMIARKA & @TSPELKENS CUSTOMER INTELLIGENCE CONSULTANTS MINORITY REPORT STYLE ADS
More informationLeapfrog customer experience management with omni-channel communications
Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach
More informationTransform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.
Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead
More informationMARKETING AUTOMATION BROUGHT TO YOU BY W8DATA
MARKETING AUTOMATION BROUGHT TO YOU BY W8DATA About W8Data About Us W8Data are a full data bureau operating with ISO9001, ISO14001 and ISO27001 classification, we also carry 128bit SSL encryption Our focus
More informationBT Quick Starts for Retail Banking Customers
BT Quick Starts for Retail Banking Customers An overview of BT s Quick Start services The retail banking industry continues to be heavily influenced by national and international issues including tax regimes,
More informationBLAST OFF. What does the future hold for contact centers, business operations, and the customer experience? TO THE FUTURE OF CUSTOMER ENGAGEMENT
BLAST OFF What does the future hold for contact centers, business operations, and the customer experience? TO THE FUTURE OF CUSTOMER ENGAGEMENT 1 MORE THAN A FASTER ROCKET. We re on the precipice of a
More informationImprove customer experience with your call center
Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible
More informationBT Contact. Consultant and Analyst Webinar. January 2013. BT Contact. Relationships that grow
BT Contact Consultant and Analyst Webinar January 2013 BT Contact. Relationships that grow BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT Contact Overview Andrew Small Vice
More informationChoice: The new currency of commerce
Choice: The new currency of commerce Services Omnichannel will redefine retailers relationship with consumers Customers are more demanding, and more fickle, than ever Using co-channelling to embed customer
More information