omni channel marketing hot topic presentation-5

IBM Customer Engagement Solutions

Omni-Channel Marketing

Omni-Channel marketing connects you to every customer in every moment.

© 2015 International Business Machines Corporation 2

IBM Customer Engagement Solutions / Omni-Channel Marketing

IBM Customer Engagement Solutions / Omni-Channel Marketing

321Meet customers where they want to be met

Make every conversation personal

Have millions of personal conversations

© 2015 International Business Machines Corporation 3

Loyalty program optimization

Deep customer understanding

Unified customer experience

Collaborative marketing planning

Coordinated communications

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IBM Customer Engagement Solutions / Omni-Channel Marketing

Personalized campaigns and offers have helped retailers achieve real outcomes.

They have improved ROI by up to 30%

and improved customer loyalty by up to 15%.

30% 15%

© 2015 International Business Machines Corporation 5

IBM Customer Engagement Solutions / Omni-Channel Marketing

Through coordinated, personalized campaigns, Wehkamp.nl achieved

better sales-per-send email ratios and

better banner-ad click-through rates.

271% 500%

© 2015 International Business Machines Corporation 6

IBM Customer Engagement Solutions / Omni-Channel Marketing

An electronics retailer saved $73 million by improving communications and internal processes.

million saved

$73

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IBM Customer Engagement Solutions / Omni-Channel Marketing

First Tennessee Bank activated customer behavior insights drawn from all channels, increasing marketing campaign ROI by 600%.

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IBM Customer Engagement Solutions / Omni-Channel Marketing

Grupo Financerio Banorte analyzes customer behavior in the moment and over time to make offers more relevant and increase overall marketing response rates.

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IBM Customer Engagement Solutions / Omni-Channel Marketing

Mutua Madrileña used advanced analytics to personalize offers and increase customer retention by 20%.

© 2015 International Business Machines Corporation 10

IBM Customer Engagement Solutions / Omni-Channel Marketing

increase of gross revenue A French insurance giant analyzes customer data to personalize campaigns, increasing gross revenue by 100% and reducing email costs to 60%.

100%

© 2015 International Business Machines Corporation 11

IBM Customer Engagement Solutions / Omni-Channel Marketing

increased open and click-through ratesA major U.S. airline used omnichannel insights to target customers based on their preferences, boosting open rates and clickthrough rates by 50 to 100%.

50 –100%

© 2015 International Business Machines Corporation 12

IBM Customer Engagement Solutions / Omni-Channel Marketing

A U.K.-based global hotel group personalized customer interactions across multiple brands, increasing revenue per booking by 200%.

© 2015 International Business Machines Corporation 13

IBM Customer Engagement Solutions / Omni-Channel Marketing

Celcom Axiata Berhad is using deep customer insight to personalize marketing campaigns, reducing launch time by more than 80% while improving performance by more than 70%.

© 2015 International Business Machines Corporation 14

IBM Customer Engagement Solutions / Omni-Channel Marketing

Mobily integrates insight from online and offline channels to create next best offers for customers, increasing average revenue per user and return on equity.

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IBM Customer Engagement Solutions / Omni-Channel Marketing

We work with clients at every stage of the omni-channel transformation journey.

IBM Customer Engagement Solutions / Omni-Channel Marketing

Goals and KPIs

Establishing criteria

for success

Prioritized interactions

Aligning your strategy with your most

important touch points

Strategy implementation

Experimenting and gathering

new data

Measurement and assessment

Evaluating and refining marketing

goals

Operating at scale

Expanding to new channels and areas

of the business

© 2015 International Business Machines Corporation 16