The Evolution of Intelligent Communications
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Transcript of The Evolution of Intelligent Communications
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The Evolution of Intelligent Communications
Maria Grant, Head of Product Development
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Content
•Customer Journey in Focus
•Single Channel to Omni-Channel
•Evolve your Intelligent Communication
•Where do you start?
•Where do we go from here?
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Customer Journey in Focus
L O Y A L T Y A C R O S S A L L C H A N N E L S
Re-order
5
Influence
1
Decision Making
2
Order
3
Delivery
4
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From Single Channel to Omni-Channel
Customers experience a single type of touch-point.
Retailers have a single type of touch-point.
Single Channel
The Legacy
Multi-Channel
The Reality
Customer sees multiple touch-points acting independently.
Retailers channel knowledge and operations exist in technical and functional silos.
Cross-Channel
The Aspiration
Customer sees multiple touch-points as part of the same brand.
Retailers have a ‘single view of the customer’ but operate in functional silos.
Omni-Channel
The Nirvana
Customers experience a brand, not a channel within a brand.
Retailers leverage their ‘single view of the customer’ in coordinated and strategic ways.
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Omni-Channel success with Mobile Commerce
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Omni-Channel success with Mobile Commerce
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What does Omni-Channel mean to you?
More touch points across more channels
– By 2015 3billion people will create 8 zettabyte of data
41% 98% 100%
Leverage Multichannel Process Flows
Consolidate
Leading Retailers
Source: teradata.com
82%
Higher spend
90%
Superior knowledge
58%
Research
Consumers
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Evolve your Intelligent Communication
ENGAGE DISCOVER EVOLVE
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Where do you start?
Hi Maria! Get 50% off on your next purchase by
registering with our loyalty club m.bitlinl.com
Hi Maria! Download our App for continuous offers
and promotions to brighten up your day! m.bitlinl.com
Greeting Coffee Lover! Why not take advantage of our 2
for 1 offer today? m.bitlinl.com
Hi! We think you might like our new coffee range. Why not try out or 2 for 1 offer in your closest Coffee Shop
this afternoon? m.bitlinl.com
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Where do you start?
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Where do we go from here?
Personalisation
Improved Engagement
Increase
ROI
Use enriched customer data to create Intelligent, targeted campaign.
Add new insight & data to your CRM system.
Secure, real-time transactions integrated into your business
systems.
Engage at the point of purchase via mobile &
card payments.
Deliver brand engagement online, mobile & in-store.
Create Multi Channel Messaging via SMS,
MMS, Voice, Email, Push.
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Questions?
•Maria Grant•Fern Roberts•Cheryl Quin•Nicola Robathan