leveraging call intelligence for marketing domination
TRANSCRIPT
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Leveraging Call Intelligence for Marketing Domination
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@Invoca #OmniMasters
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Agenda
• 4:00 PM Registration and Refreshments• 4:30 PM Welcome and Introductions• 4:45 PM Adobe: Winning strategies for omnichannel
marketing• 5:15 PM Progrexion Case Study• 5:30 PM Credit.com Case Study• 5:55 PM Group workshops• 6:10 PM Interactive demo of Invoca’s Call Intelligence
platform• 6:30 PM Wrap-up and Q&A• 6:35 PM Networking Reception
WIFI Network :WIFI Password :
@Invoca #OmniMasters
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WIFI Network : GLeventsWIFI Password : machinelearning
Let’s get social!
#OmniMasters@ Invoca@ AdobeMarketingCloud@ Progrexion@ 3DayBlinds
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Kyle ChristensenSVP Marketing
@kylechristensen
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90%of consumers move between multiple devices to accomplish their goals.
Today’s Customer Journey is an Omni-Channel Journey.
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Omnichannel is the top priority for CMOs.
Omni-channel leaders outperform all others.
of CMOs are focused on connecting fragmented
campaigns into a complete customer
journey.
61%
SOURCE: PREDICTING ROUTES TO REVENUE, CMO COUNCIL 2016
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“50% of consumers who do a local search on their phone visit a store within a day.”
SOURCE: think with Google
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Billions 70
%of mobile searchershave clicked to calla business basedon search results.
SOURCE: eMarketer, BIA Kelsey
Mobile Calls to BusinessesMobile Marketing Spend
In an omnichannel world, the customer conversation becomes more important than ever.
@Invoca #OmniMasters
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Mobile continues to drive more calls than offline.
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Omni-Channel Master:A Magical, Customized Travel Experience from Beginning to End
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Direct Mail: Vacationers receive FastPass wrist bands in mail before their trip. Web, Mobile, Social: Share excitement on Facebook, and begin planning their experience on Disney’s website or mobile app
Customized Experience: Pre-Trip
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Mobile App: Track & edit plans in real-time, provide recommended activities and event updates, while capturing photos and memories
Customized Experience: During & Post Trip
Email, Website, Digital Advertising: Disney sends personalized emails with memories from trip, plus customized offers and retargeting for future vacations.
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Omni-Channel Master: A True One-To-One Customer Experience
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The customer is met with a relevant message and informed sales rep through every step of the journey – with a message tailored to their specific product interests and personal details.
A seamless customer journey…
Facebook Ad for home security
Customized Landing page matching ad
Quick click-to-call conversion routed to home security sales
rep
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Vivint leverages offline data from calls to better personalize their digital follow-up: sending personalized emails and retargeting ads based on what was said during the conversation.
Leveraging offline interactions for online personalization
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Omni-Channel Master: Using Digital to Drive In-Store Purchases
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From shopping cart abandonment, to Facebook retargeting, to a local Google search, the pair of shoes stays top of mind and drives an in-store purchase.
Consistent digital messages drive offline purchases
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So What’s Getting in the Way?
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Customer:
Campaign:
ROI:Next
Step:
CALLSEARC
H
SOCIAL
WEBSITE
DISPLAY Unknown
UnknownUnknownUnknown
Today’s marketing cloud applications can’t connect the complete journey.