epsilon credentials 2011
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EPSILON - Strategic Consulting & Advanced AnalyticsTRANSCRIPT
November 22, 2011
EPSILON OVERVIEWStrategic Consulting & Advanced Analytics
The Alliance Data family of companies delivers an unmatched breadth of loyalty and marketing solutions designed to help marketers raise their consumer IQs and drive business growth.
Epsilon is Part of Alliance Data
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Retail Services
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Epsilon’s Global Team
CINCINNATICHICAGO
MELBOURNE
SYDNEY
SINGAPORE
HONG KONG
GUANGZHOUSHANGHAI
BEIJINGPARIS
DÜSSELDORFLONDONDUBLIN
DALLASWASHINGTON DC
NEW YORKBOSTON
TORONTO
SAN FRANCISCO
DENVERST. LOUIS
ATLANTA
DETROIT
MUMBAI
TOKYO
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Epsilon Facts
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40 year heritage
3500 worldwide associates
$613 million in 2010 annual revenue, up over 19%
Deliver over 40 billion permission-based emails annually
Manage over 1 Petabyte of data across global data centers
Over 2000 global clients, including:
• 9 out of 10 Commercial Banks
• 8 out of 10 Top Retailers
• The Top 10 Pharmaceutical Companies
To help marketers create exceptional customer experiences that differentiate their brand, engage consumers’ and build loyalty.
This is achieved through customer intelligence anddata-driven multichannel marketing.
Our Goal
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Today’s Marketing Challenges
3 primary challenges exist:
CHALLENGES SOLUTION HOW CEM WORKS RESULT
Consumers are empowered with information
Numerous marketing channels
Speed of accessing & exchanging information
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Solution: Customer Experience Marketing
Customer Experience Marketing (CEM) is an approach to deliver relevant customer interactions that anticipate and respond to the many ways consumers want to engage, shop and buy today.
CHALLENGES SOLUTION HOW CEM WORKS RESULT
* Updated Revision of CRM principles
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How CEM is accomplished
We help marketers leverage both data and technology, resulting in 1:1 real-time interactions with your customers across all marketing channels.
CHALLENGES SOLUTION HOW CEM WORKS RESULT
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Driving Business Growth
1:1 interactions help marketers gather information that customizes every touch point with the consumer. The result is targeted and measurable marketing campaigns.
CHALLENGES SOLUTION HOW CEM WORKS RESULT
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Epsilon CEM Ecosystem
Enabling marketers to engage more intelligently and efficiently with customers to deliver brand experiences that result in long-term, profitable relationships
SegmentationChannel Mix/Modeling
OptimizationMeasurement
Experimental Design
Persona Development
Experience Mapping
Profiles
Social Media
Sessions Behavior Off/Online
Transactions
Reporting & Statistical Analysis
Anonymous Activity
Participatory Conversations
Win-Win Relationships
Heard and observed preferences, expectations,
needs and behaviors
Epsilon offers the most comprehensive portfolio of services and solutions that drive your Customer Experience Marketing
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Why Partner with Epsilon?
Marketing Database
Design • Development • Hosting
Interactive
Web design & hosting
Real-time decision support
Loyalty Management
Technology platforms & Program Strategy
Services
Data Processing Services
CDI/PDI
Data Hygiene
NCOA, PCOA, Merge/Purge
Strategy & Analytics
Strategy Services • Modeling & Analytics
Digital & DM Agency
Multichannel Communications
Marketing Strategy • Account Management • Creative
Experiential Marketing
Abacus Cooperative
Transactional Cooperative Database
• Predictive Modeling
Survey Data
Survey-driven Data • Targeted Marketing
Solutions
Compiled data
Weekly New Mover • Lifestyle
Demographic
Interactive
Consulting Services • Search Engine •
Website
Direct Mail
Print Production • Letter Shop
Multicultural Marketing
Unified Multichannel
Customer Data and Campaign Management
GRAND CENTRAL
Word-Of-Mouth Marketing
Solution Launch
Customer Data Integration (CDI) Solution Launch
AGILITY
New Install
We have a long history of partnerships with global brands
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Why Partner with Epsilon?
Real Time Dynamic
Messaging Solution Launch
Real Time Communications Solution Launch
MATADOR
Founded
1969 1970 1980 1997 2000 2002 2003 2005 2006 2007 2008 2009 2010
We’ve Invested Over $1 Billion To Be The Comprehensive Provider
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Why Partner with Epsilon?
Epsilon acquired byAlliance Data
Frequency Marketing, Inc. integrated into Epsilon
Epsilon acquiredBigfoot Interactive
Epsilon acquired DoubleClick Email Solutions
Epsilon acquired CPC Associates
Epsilon acquiredAbacus
ICOM integrated into Epsilon
Epsilon acquired the Equifax Direct Marketing
Services Division
Epsilon founded
Epsilon acquiredAspen Marketing Services
1969 Oct 2004 Sept 2005 Nov 2005 Apr 2006 Sept 2006 Feb 2007 Jan 2009 July 2010 June 2011
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Awards and Accolades
Direct Marketing/CRM US Agency#2
Top US Agencies From All Disciplines#3
Global Direct Marketing/CRM
Agency#6
Creative Awards Earned by100+
DMA Analytics Challenge Winner2009
China ‘s ROI Festival Digital Award 2009
Most Innovative and Strategic Email
Marketing Service2010
CONFIDENTIAL AND PROPRIETARY
Market Dominance
AdAge Agency Report 2011*
#2 Top US Agencies From All Disciplines
#2 Top US CRM/Direct Marketing Agencies
#6 World’s Top CRM/Direct Marketing Agencies
Consistent Leader in Forrester Database and Email Wave Reports
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Forrester
Epsilon has been named Leader in every Forrester Wave report since inception in 2002. Epsilon is the only provider to be named Leader consistently in the last 5 reports.
EMAIL WAVE
Leader in database marketing category in 2011 Forrester Wave report.
DATABASE WAVE
CONFIDENTIAL AND PROPRIETARY
• Ranked #1 in Current Offering.
• Leading scores in
Database Management
Execution and Fulfillment
Corporate Strategy
Industry Strategy
Global Strategy
• Strong Market Presence led by Financials and Employees
Forrester Database Wave Rankings
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Forrester: Leader in
Forrester: #1 2011 In
Marketing Database
Winner of DMA
Analytic Challenge
Winner of DMA Future
Innovators Award
Over 104 Major Creative /
Marketing Services Awards
2010 DMA Innovator CDI:
Certificate of Excellence
Marketplace Recognition
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Industry Involvement in APAC
Vietnam Marketing Association
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Selected Clients From Around The World
The expertise and strategic guidance we
receive from Epsilon are tremendous. The
team is truly an extension of our
marketing team, and their flawless
execution enables KeyBank to achieve our
marketing goals year after year.
Karen Haefling, Chief Marketing Officer at KeyBank
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Select Clients
FINANCIAL TRAVEL
RETAIL
Packaged Goods
TECH/TELECOMHEALTHCARE
Retail
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To provide a world-class customer experience,
we chose Epsilon for their best-of-class email
marketing solutions that enable us to stay
close to our customers throughout the
relationship lifecycle and ensure that we are
providing the most relevant information,
optimised in a timely fashion as and when they
want it.
Jet Airways
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Client Testimonials
Epsilon’s email solution will further augment Domino’s powerful marketing engine and improve the
customer experience. The improved personalisation of email communications offered by this customised
platform will ultimately enable our customers to enjoy their favourite slice of pizza even more.
Domino’s Pizza Enterprises Ltd
Australia & New Zealand
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Epsilon enables us to ensure the accuracy and integrity of our
customer data, and achieve the campaign results we’re looking for.
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Hachette Filipacchi Media
Greater China and Japan
The solutions provided by Epsilon will allow us
to improve our data strategy through the use of
more sophisticated segmentation to drive
dynamic content personalisation. In addition,
Epsilon’s powerful tools for analytics combined
with the services of their Strategic Consulting
team will provide us much needed insight into
the ongoing success of our marketing
activities.
Lincraft
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POWERHOUSE OF MARKETING TOOLS & CRM CAPABILITIES
CONFIDENTIAL AND PROPRIETARY
Strategic Consulting & Advanced Analytics
EMPIRIC – How We Support Marketing Activities
Shut Out Guess Work
STRATEGY & ANALYTIC CONSULTING
EMAIL & DIGITAL
LOYALTY MARKETING
INTEGRATED COMMUNICATIONS
Strategic Services
Marketing Mix and Investment Justification
Program Strategies
Implementation Road Maps
Communications Playbooks
Identification of Requirements and Design(Marketing Process, Data, Technology, Organisational Arrangement)
Analytic-focused Services
Marketing Opportunity Assessment
Purchase Analysis & Customer /Prospect Profiling
Customer and Prospect Segmentation
Predictive Modeling
Marketing Measurement and Analysis
TECHNOLOGY SOLUTIONS
PROGRAMME ANALYSIS
PROGRAMME STRATEGY
DATABASE SOLUTIONS
Design The Perfect Fit
Customer Marketing Database Solutions
Prospect Marketing Database Solutions
Agility™ – Customer Data Integration
Tools & Technology Integration/ ExtensionAnalytic Tools
Business Intelligence Tools
Multi-Channel Campaign Management Tools
Loyalty Platform
Digital Platform
Acquisition System
Bespoke Client Applications
STRATEGY & ANALYTIC CONSULTING
EMAIL & DIGITAL
LOYALTY MARKETING
INTEGRATED COMMUNICATIONS
TECHNOLOGY SOLUTIONS
PROGRAMME ANALYSIS
PROGRAMME STRATEGY
DATABASE SOLUTIONS
Blend Technology And Strategy Beautifully
Loyalty Marketing Technology Database & Infrastructure Design and Development
Enrollment , Program and Transaction Data Management
Points Management
Award Fulfillment
Account/Liability Management
External Relationships Interface
Tools & Technology Integration/ Extension
Real-Time/Batch Integration
Channel Interface (web site, call centre, IVR/VRU, email, print)
Campaign Management Tools
Business Intelligence Tools
Loyalty-Specific Datamart & Reporting
Strategy & Analytic ConsultingProgram Optimisation Design and Road Map
Members Engagement and Communications
STRATEGY & ANALYTIC CONSULTING
EMAIL & DIGITAL
LOYALTY MARKETING
INTEGRATED COMMUNICATIONS
TECHNOLOGY SOLUTIONS
PROGRAMME ANALYSIS
PROGRAMME STRATEGY
DATABASE SOLUTIONS
Embrace Marketing Complexity with Ease
STRATEGY & ANALYTIC CONSULTING
EMAIL & DIGITAL
LOYALTY MARKETING
INTEGRATED COMMUNICATIONS
TECHNOLOGY SOLUTIONS
PROGRAMME ANALYSIS
PROGRAMME STRATEGY
DATABASE SOLUTIONS
DMP (Distributed Marketing Platform)Centralised Marketing Communications & Campaign Development
Management Solution
Central Management of Access and Business Rules
User-Specific Asset Management
Marketing Collateral and List Databases
Dynamic Content Assembly
Local Campaign Development & Management
Multi-Channel Marketing Communications Interface
Cross-Channel Reporting & Measurement
SONAROne-Stop Console to Create and Deliver a Single Message Fitting
Different Channel-Specific Formats
Dynamic Business Rules Engine
Repository of Graphical & Textual Marketing Assets
Real-Time Data & Multi-Channel Messaging Enabled
Global Leader In Email Marketing
Technology Solutions
Email Platform CapabilitiesCampaign Preview & Mailbox Monitor
Dynamic Content
Content Management
Automation
Technology &Web Analytics Integration
Global Management and Support
Reporting
Data Hygiene and Email List Filtering
DeliverabilitySocial Media Mobile MediaReal-Time MessagingSurveys
STRATEGY & ANALYTIC CONSULTING
EMAIL & DIGITAL
LOYALTY MARKETING
INTEGRATED COMMUNICATIONS
TECHNOLOGY SOLUTIONS
PROGRAMME ANALYSIS
PROGRAMME STRATEGY
DATABASE SOLUTIONS
Trouble Boosting ROI?
Program Analysis
Abandoned Cart Analysis
Deliverability Analysis
Email Program Audits
EASE Analysis (Email Activity Analysis)
Multivariate Testing
A/B Split Testing
STRATEGY & ANALYTIC CONSULTING
EMAIL & DIGITAL
LOYALTY MARKETING
INTEGRATED COMMUNICATIONS
TECHNOLOGY SOLUTIONS
PROGRAMME ANALYSIS
PROGRAMME STRATEGY
DATABASE SOLUTIONS
Smarter and Deeper Engagement? Not A Problem.
Program Strategy
Welcome Programs
Winback Programs
Loyalty Programs
Conversion Programs
Landing Pages and Micro Sites
STRATEGY & ANALYTIC CONSULTING
EMAIL & DIGITAL
LOYALTY MARKETING
INTEGRATED COMMUNICATIONS
TECHNOLOGY SOLUTIONS
PROGRAMME ANALYSIS
PROGRAMME STRATEGY
DATABASE SOLUTIONS
Example Work Outputs
Eg Email Marketing Roadmap
Customized service levels to meet individual client needs
LEVEL 1 LEVEL 1
LEVEL 2
LEVEL 1Customer Experience and Email Program Audit & Best PracticesCampaign ConsultationsContact ManagementTrend Analysis/BenchmarkingMarketing PlanningDeliverability AnalysisList Growth/Source Analysis
LEVEL 3Advanced SegmentationMultivariate TestingCustomer Response Modeling and AnalysisProduct Propensity AnalysisCross-sell / Up-sellCustomer Surveys & ResearchSeasonal Behavior AnalysisLongitudinal Behavior Analysis
LEVEL 2Email Activity SegmentationTesting Strategy & ExecutionCompetitive AnalysisChurn ManagementContent and Creative AnalysisTriggered MessagingFrequency Optimization
Building a strongemail foundation
Optimizing core email tactics for better email ROI
Creating a relevant, customer-centric strategy
Emai
l RO
I
Program Investment
Experience Maps Bring Concept to Life
