engaging todays omnichannel customer - dean afzal

ENGAGING TODAYS OMNICHANNEL CUSTOMER

WHO ARE THESE OMNICHANNEL CUSTOMERS?

WE ARE!

IPTV

Web POS MobileCall Center

Social

Print

@

Email

+TODAY’S MILLENIALS

IPTV Social

INTERESTINGTRENDS

6

MOBILE FIRST …

7

PREFERENCE CHANGES …

8

B2B CHANGES …

9

EXPECTATIONS …

SO HOW DO WE ENGAGE?

UNDERSTAND YOUR CUSTOMER … USE

DATA

PROFILEIM

PLI

CIT

EX

PLIC

IT

RELEVANCE

NORMALIZATION

ENGAGEMENT

LISTENING

BROWSE

CLICK

OPEN

CLOSE

IGNORE

WALK-BY

HOVER

BUY

REGISTER

SUBSCRIBE

RETURN

COMPLETE

SEND

SHARE

EVENTS FROM

TRIGGERS TO

ENABLE CONSISTENT EXPERIENCES ACROSS

ALL CHANNELS

PERSONALIZE ENGAGEMENT … MAKE

THEM FEEL SPECIAL

WHAT THEYHAVE DONE

WHAT THEYMAY DO

WHAT THEYARE DOING NOW

REAL-TIMEINDIVIDUALIZATION

PRESENTATION OF RELEVANT CONTENT

ACROSS TOUCHPOINTS[ SITES, APPS, ADS, EMAIL ]

THE CUSTOMER

CONTEXTUAL AND RELEVANT OFFERS … IN

REAL TIME

Minal interest is leggings

Noha interest is jackets

Fatima looking for a fleece

REAL TIME INTENT SIGNALS SHOW THAT:

Minal free shipping offer is focused on leggings

Noha is on jackets

Fatima is on fleece

Single template with dynamic content

CONTEXTUAL TARGETINGHOW IT WORKS

MARY

JANE

SUE

Get yours now, withFree shipping!

Pouch Inc, 2345 Madison Avenue, New York. Unsubscribe

BAGS FLEECE JACKETS ACCESSORIES

Winter Ready?Free Shipping on

%Category%

Free shipping on %category%

and more thru 11/28

View Offer

18

HOW IT WORKS …

ITS MORE THAN THE TACTICS &

TECHNIQUES

INTERNAL MIND SETCHANGE

TOP DOWN DRIVER | BOTTOM UP INCLUSION

1

EXTERNAL MIND SETCHANGE

REGIONAL REQUIREMENTS| MVP | BE BOLD

A LOCAL SUCCESS STORY!

23

LEADING RETAIL & HOSPITALITY

CONGLOMERATE

24

CREATE A SEAMLESS EXPERIENCE

CONNECT THE ONLINE WITH THE OFFLINE AND OPTIMIZE THE IN-STORE EXPERIENCE

MISSION …

A

B

25

COMPLEX & OFFLINE ERP

NO API’s

CHALLENGES

A

B

26

DOUBLED SALES OVERNIGHT

CASHON DELIVERY …

27

DOUBLED TRAFFIC

REDIRECT TO NEWOPTIMIZED.COM

28

% OF TOTAL RETURNS

+40%

RETURN VIA STORE …

29

% OF TOTAL ORDER

+20%

PAY & COLLECT …

30

EARN POINTS …

% OF TOTAL ORDERS

36%

31

SPEND POINTS …

% OF TOTAL ORDERS

3%

32

STORE FULFILLMENT …

ANDROID APP

33

WHY WE CARE …

Cus

tom

er E

ngag

emen

t

- API’s -

MasterData

Platform

ExperienceMgmt.

OrderMgmt.

Omni-ChannelCommerce Logic

CRM Service

Invoicing Billing CRM Sales

Mkt. Execution Web Analytics

Relevance Engine Campaign Mgmt.

Event EngineSocial Mkt. &

Analytics

Mkt. Data Mgmt.Media

Optimization

MARKETINGCOMMERCE & EXPERIENCE PLATFORM SALES & SERVICE

SAP HANA

CUSTOMER DATA MGMT. (single view of customer)PRODUCT & ORDER MGMT. (single view of both)

ERP Forecasting SAP EWM Other

CUSTOMER ENGAGEMENT & COMMERCE SOLUTION

Web Mobile TV POS/ In-store Call Center Social PrintMarketplace Email

@

Search

360 ENGAGEMENT …

THANK YOU!