The Digital Customer Experience

May 2014 | neosperience.com | info@neosperience.com

Neosperience Showcase - http://vimeo.com/neosperience/showcase

Background: the world has changed

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With more than 5 Billion mobile users worldwide and a massive global network, mobility has reached the highest traction in history.

Smartphone and tablets can be leveraged today to enhance user experience and can create a deep link between people, places and brands.Technology can push content and information directly to people far away from their source.The advent of ubiquitous computing pushes these capabilities further more:

• Expectations can be driven everywhere, anytime, by delivering to smartphones and tablets 3D interactive representations of what is available in other areas of the world.

• Everywhere, in every moment of their lives, users are connected to each other and able to share contents, ideas and suggestions with an unforeseen speed and scale.

• Cultural exchanges are simplified and made possible at massive scale.

Neosperience helps you to drive the change

Neosperience is the first digital customer experience App platform that allows companies to engage customers across all touch points: smartphone and tablet,

computer, social networks, smart TV, connected objects and physical stores !

Neosperience delivers Digital Customer Experience all along the Customer’s Journey

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Zero moment of truth: Consideration

First moment of truth: Purchase

Engagement:Discovery

Second moment of truth: Product experience

A set of reliable and proven modules and solutions that help companies to provide their customers the best digital relationship with brand and products

!It is the first and most effective Digital Customer Experience platform, where

there is absolutely no software to install, implementation is easy and every data is trackable in real time

!Neosperience is a SaaS platform that can be easily customized to meet your

business needs

Customers want an experience not simply a product

Insight & Analytics

DigitalShowroom

SmartCommerce

Right-Time Personalization

CustomerGenerator

Product Discoverer

Places Explorer

Customer Assistant

Gamification

Why Neosperience

1 App “ad hoc” development

+ Tailor made solution, built on specific organization needs

- High risk due to native development complexity and no evolution path

- Need to dedicate internal skilled resources

- Support needed from developer after initial app release and subsequent lock-in

- Headache of OS-dependent updates and app features alignment across different platforms

2 Best-of-breed integration

+ Optimal feature-by-feature implementation

- Limited interoperability across vendors due to immature mobile market

- Need to dedicate internal skilled resources

- High cost: every technology component has to be individually licensed from different vendors, integrated and maintained

- Distributed responsibility among different vendors = no responsibility

3 Neosperience

+ Deployed in hours, flexible, reliable and easily customized to specific organization needs

+ Safe and robust evolution path, constantly evolving with new features

+ Low risk, low maintenance, no need for dedicated internal resources

+ Delivered as-a-platform, Cap-Ex free and fully outsourced, or on premise

+ Scalable (cloud-based)

+ Enterprise grade, built on a certified experience in 5 years of Fortune 500 customers’ successes

+ Native compatibility across platforms: iOS, Android, Windows Phone, HTML5, Web

Right-Time Personalization

happiness

choices

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delight zone

Surprise customers by offering personalised contents, selected and presented according to their interests, passions and intentions. • Knowing customers is critical to engage them effectively in the discovery

of the products and increase sales: Right-Time Personaliser analyzes the behavior of customers inside Social Networks, selecting the information about where they are, what they like, what relationships they have.

• The right-time processing of information allows to select and direct all sales and marketing activities in the most efficient way, on any device, perfectly matching with the customers expectations, converting their interests and their passions into buying intentions, achieving a better customer profiling, increasing revenues and gaining new market share.

Increases store traffic and digital interactions by retargeting customers and prospects and drive them to buy, based on their location and app/web/store interaction patterns

• Provides new levels of empowerment to customers: turns app on — even if the smartphone is in stand-by mode — and deliver a notification to sell direct or to bring back qualified customers to stores.

• Utilizes Facebook and other social media platforms to encourage digital and physical store purchases and prompt customers with personalized messages, promotions and relevant product information when they are ready to buy: shopping, close or inside the store, entering a competitor’s storeor located in adjacent businesses.

• Bring the store to life and reward customers with in-app experiences triggered by proximity to products on the shelves as they browse the store.

• Automatically triggers push notifications to loyal customers who have opted in as they enter or exit a defined zone such as the cash wrap, with flexible geo-fencing that allows to define the radius of in-app messaging.

Customer Generator

Find new customers and reward established customers when they make decisions that increase your revenue growth and profitability. Delight them with an immediate call to action that resultsin instant gratification

• Create, manage and offer or sell digital coupons that can be redeemed via smartphone, using a QR-Code, augmented reality object recognition or automatically, through in-Store precise location identification.

• Allow customers to offer your products and services to their friends digitally.

• Digital coupons are viral, easy, funny and social.

• Deliver samples, gift cards and digital coupons to engage customers more effectively.

• Provide a convenient digital wallet cloud-based storage to allow customers to no longerneed to print and bring paper coupons with them.

• Convert your app/web/store visitors into customers: Smart Commerce enables social sharing, transforming customers into active advocate of the brand, creating a viral buzz that motivates other people to try inducing up-selling opportunities and increasing the store traffic.

• Very suitable also for product testing.

Smart Commerce

Provide superior product and service information to support customers in product selection, and sales teams in prospecting, building new accounts and winning sales

• Merchandising and product management with the capability to set up placement/category, presentation, pricing, promotion of your products.

• Research, browsing, adding to smart wish list, adding to cart, check-out and payment processes, easily pluggable to mainstream e-commerce platforms.

• Product visualization in 2D and 3D. Product experience improvement thanks to augmented reality, overlaying in real-time text, graphics, audio and other virtual enhancements onto the customer’s device screen displaying objects.

• Multiple languages and currencies; transaction processing.

• Customer community capabilities via social sharing.

• Personalization and preference profiling via Right-Time Personalization integration.

Product Discoverer

Improve customer satisfaction by delivering a red carpet experience of your brand and products: let customers book store visits, get the products and services they need and help them with a trusted source of advice and inspiration

• Allow customers to request and schedule in-Store assistance, personal training, specialized support, and premium services.

• Establish a personal relationship between the customer and the Store assistant.

• Help customers locate Stores within their chosen area – by ZIP code or automatic location identification – opening times, addresses, maps and lists of facilities available.

• Provide a “Store mode” in your app featuring store local ads, store map,in-store precise location identification, product search, online help & FAQs.

Customer Assistant

Enhance your brand by providing amazing 3D environments that can be experienced on all devices, where customers can discover your products in a triple-A gaming framework as if they were physically in your store

• Deliver immersive 3D environments where gravity, topography, locomotion and social communication turn likes into purchases.

• Leverage the kinesthetic learning that takes place when customers discover and experience the Store living the most powerful and engaging exposure ever achieved on any media.The reinforcing nature of 3D virtual environments strongly improves retention of product information. People who “practice by doing” retain about 75% of the content.This is why Showroom is perfectly suited to drive effective communication, social interaction, customer acquisition, loyalty and product purchase.

• Enhance your e-commerce capabilities with a virtual shopping experience.

Digital Showroom

Engage customers and enable immediate loyalty and advocacy by incorporating game-playing techniques to benefit from people’s natural desires for achievement, status, competition and self-expression

• Provides all the tools you need to use game-thinking and game mechanics to drive engagement in non-game business scenarios to improve your customer engagement and loyalty, ROI, data quality, timeliness, and product learning.

• 40+ techniques (*) include: points (energy), levels, leaderboards, challenges.

• Some elements are as basic as “achievements,” “status,” and “virtual items”. More complex elements are also supported, such as the “appointment dynamic” (i.e. a customer must return in your Store at a specific time and perform an action to get a reward), “fun once, fun always” (a simple actionthat maintains a level of enjoyment no matter how many times you do it, like Foursquare’s check-ins), and “cascading information theory (give out small and progressive amounts of information to keep customers moving forward).

Gamification

Provide information on points-of-interest and trails location, expanded with audiovisual content to support visitors in choosing where to go and what to see

• Search place, browse, add to smart wish list, visualize.

• Search trail – as collection of places – browse, add to smart wish list, visualize.

• Place augmentation with augmented reality that overlays real-time integration of text, graphics, audio and other virtual enhancements onto the customer's device screen linked to geolocation-based services; customers can discover places and objects in the vicinity or learn where to go or what to do, as well as obtaining additional information about an object of interest.

• GeoRSS support and interoperability with other location encoding standards.

• Geo-fencing triggered notifications as user enters or exits a virtual perimeter for a real-world geographic areas.

• Personalization via Right-Time Personalization integration.

Place Explorer

Harness digital marketing data to drive insights that convert into better customer experiences

• Obtain a single customer view as an aggregated, consistent and holistic representation of the data known about your customers, while interacting with your brand on your app/web/store, with any device.

• Track and analyze how the user interacts within your app and other available channels, what sections he visited, when he last accessed the app, what he has purchased or for how long his sessions lasted. Shape and monitor customer experience KPIs at all stages of the customer journey: from first discovery to purchases, from event tracking — downloads, video plays, mobile ad clicks, gadgets — to flow visualization: path a visitor takes on your app.

• See where visitors came from, sections they moved through, where they exited your app, providing a clear view you can act on to make customer happier — and to make their digital experience with your brand a success.

• Combine all this mined data with data already in your customer database derived from social profiles (i.e. Facebook), to:

• Implement data-driven marketing activities by acquiring, analyzing and applying all information about your customer wants, needs and motivations.

• Discover insights at the intersection of customer profile, location, identity, relationships, context, purchase intentions,and the features of your brand.

• Serve relevant content to each user, such as campaign messages that are actually relevant to customers’ lives.

Insight & Analytics

BackgroundBackground

Neos works with Nokia and Orange and creates Neosperience, the first cross-smartphone mobile platform.

Neosperience is chosen by Oracle to deliver their first mobile CRM products: SJ (Swedish Rail) wins the prestigious Gartner CRM global award, with Caisse d’Epargne and Carrefour. ISO 9001 quality certification is achieved.

Neosperience is featured among the most relevant emerging app platforms at the Barcelona Global Gartner Symposium.

Gartner names Neosperience Cool Vendor 2013 “after having conducted an in-depth research on the capabilities and value Neosperience provides to customers”.Neosperience wins Red Herring Top 100 Global “as a unique and promising company for its technology innovation, quality of management, financial performance, execution of strategy, and disruption”.

Neosperience powers more than 30 apps at the launch of the iPhone 3G for major media groups across Europe, US and Latin America. After a deep technical

due diligence Walt Disney chooses Neosperience to power its digital publishing project for tablets.

Neosperience wins the prestigious Red Herring Top 100 Europe Award

Neosperience best-in-class customers

Fashion & Luxury

Financial Services, Real Estate, Transportation and Public Sector

Communications, Media and Services

Consumer Goods & Retail

neosperience.com | info@neosperience.com

The Digital Customer Experience