Is Personal

Shopping

Personal

enough

yet?

A little about us

2,000+Customers in 60 countries across 15+ major industries

130+Partners, resellers & affiliates in 40 countries

6Global data centers

350Employees in 11 Countries

13BTransactions per day

900TBOf active data

800Visitor data marts

130+Technology patents

100%Availability of data collection & 99.999% report availability

3,600Mobile apps

2,800Facebook properties

20,000Websites

Industry-leading SLA & best-in-class Security“A”-rating (3rd Party Audit) - All customer independent audits passed with high grades

How do you improve customer experience?

CONTEXTUAL PERSONALISATION

Exploration

Data Delivery

Imagine a World…

Where you knew what

your customer wanted

before they entered the

store

Imagine a World…

You knew their name

Jane

So

ph

i

e

Imagine a World…

You knew their shopping habits

Imagine a World…

You knew everything about them, including

their likes, dislikes and what they purchased

from you….

This World is closer than

you think

Personal shopping is about to get more personal

• Personal shopping is no longer

just on the high street.

• Real online personal shopping

experience is growing fast

• Aligning online and offline

personal shopping is the key

40% of consumers say

they prefer buying from

retailers that cater to their

preferencesInternet Retailer March 2013

Personalisation

• Historical Customer behaviour

• Understand your customer behaviour

• Optimise your customer engagement

• Utilise the time they spend with you

• Both offline and online

=Simple Contextual Personalisation

Big Data Customer Data

IN-STORE

ONLINE

VISITOR PROFILES BEHAVIOURAL SCORING SEGMENTATION

Big Data

Collect and enhanceDigital

Email

App

In-store

PERSONALISATION

ACTION SYSTEMS

Understand your customer-

CRM / EDW/DMP

Content Personalisation

Marketing Automation

Triggered Email

Data Visualisation

Use data To Fuel Your Digital Ecosystem

The future

is closer

than

you think

Apple ibeacons/Beacon Technology

• Helps close the online and offline loop

• Near Field Communications

• iOS 7.1 – Small upgrade, massive impact for

marketers

Joseph searches Camera products

HAPPENING IN REAL TIME

Browses 3Tripods Abandons session

WEBTRENDS Define

ACTION CENTERConfigure

Using online behaviour to drive offline sales

PENDINGAction

Joseph visits retail park

Joseph gets notification

Joseph enters Camera Gear store purchases tripod

1. Customer visits store

x and purchases a dress

2. Customer visits store x webshop

to browse matching shoes but does

not purchase

3. Customer returns to

store x and is using

their loyalty application.

Rich Customer DB

POSCRMWIFI ECOMMERCE

In-S

tore

be

ha

vio

ur

Custo

me

r ID +

pu

rch

. his

tory

Pu

rch

ase

de

tails

Web shop

behaviour

data

Marketing DB

Real-time

Ad engine

Mobile SDK

Highly targeted

mobile ads

delivered in right

time and within

right context

4. Customer receives push Ad

with 10% off on the shoes she

was browsing online

BT BEACONS

Trigger is sent to

the Real-time Ad

engine

-20%

Estimote.com

What could happen in store

Caution!

• Too many notifications and people will

stop using app!

• Sending shoppers more than one push

notification per store visit caused a 313

percent drop in app usage

• Shopper interacted with beacon

notifications 45% of the time, compared to

9% for push w/out location

• Branded push notifications also made

shoppers 7.5 times more likely to seek out

that specific brand

Source: James McDermott, Sep 2014, @Digiday (inmarket survey of 100,000 people in US)

Source: BBC

Any Questions

Simon Bloom, Strategic Alliances & Partner Sales Director, EMEA & APAC

E: simon.bloom@webtrends.com

M: +44 07917 156 085

IN: www.linkedin.com/in/bloomsimon

T: @Digital_Bloom