NGDATA. Luc Burgelman, CEO

Transcription

1 NGDATA Luc Burgelman, CEO

2 Introduction The Company

3 NGDATA Overview Helping data-rich companies drive connected customer experiences Recognised by the leading US-based CRM Magazine as one of the 7 Rising Stars of 2016 August 2016 Recognized for Delivering Real-Time Customer Insights, with the Cloudera Data Impact award. September 2016 NGDATA s customer Belfius recipient of the Ventana Research Technology Innovation Award. November 2016 REVENUES NEW CUSTOMERS FUNDING EMPLOYEES PARTNERSHIPS OFFICES ACQUISITIONS 60% Revenue growth in % QoverQ new product growth 30M+ 20M additional funding from international sources marketing and data science experts 20+ Global technology and Services partnerships 9 9 offices in 7 regional centers. US, BE, NL, FR, Singapore, UK and India 2 Most recent Eccella in UK/US/ Mumbai; Rednun Smart Video 3 Copyright 2017 NGDATA

4 Consumers Seek Connected Experiences 4 Copyright 2017 NGDATA

5 Advocacy Requires Relevant Experiences For each experience at any point in time uninterrupted conversations 5 Copyright 2017 NGDATA

6 Building a Trusted Brand Driven by customer experience and technology NPS 100 TH Floor (Averages) TEMKIN Group NPS: Net Promotor Score 6 Copyright 2017 NGDATA Traditional industries struggle with digital transformation and with achieving customer advocacy 48 - Auto 37 Travel & Hospitality 32 Banking < 30 Telco & Utilities

7 Connected Experiences Require a New Customer Data Platform Reference Enterprise Architecture NGDATA s Focus External Data Management Platform (DMP/DSP) Ad Platform Internal Partner App Master Data Management (MDM) Identity Batch Customer Data Platform Decision Engines (Real Time Data Exchange) Discovery and visualization Online (Content Management System) Marketing Execution Commerce & Sales (CRM) Real Time Hadoop Infrastructure BI & Analytics Contact & Service Based on Reference Architectures defined by Oracle and Winterberry Group 7 Copyright 2017 NGDATA

8 Lily Next Generation Customer Data Platform

9 Traditional Campaigns Vs. Connected Experiences with Lily Next Best Guess Traditional marketing is driven by campaigns to segments of customers. Marketers must manually define each component of a campaign using their best guess and limited understanding of the customer. Next Best Experience Lily puts the Customer DNA at the center, using machine learning to continuously define every experience intelligently and automatically for each individual customer 5% Precision 65% Precision 9 Copyright 2017 NGDATA

10 Fundamental Shift: A New Level of Results Segment based programs, based on likely to buy Lily selects the experience each individual is likely to want or need 5% Segments VS Experiences 65% 10 Copyright 2017 NGDATA

11 Lily: Next Generation CDP Keys to relevant connected experiences ENGAGEMENT Interactions MOBILE DESKTOP LEARNING Analytics & A.I. DENSITY Complete View Quick TABLET Focused BRICK & MORTAR ACCURACY Individual SCALE Data & Speed Casual Involved 11 Copyright 2017 NGDATA

12 Customer DNA Density: Complete and Real-Time Powering Customer Experiences 12 Copyright 2017 NGDATA, Inc.

13 Optimized Experiences, from Strangers to Friends From anonymous prospects to life-long customers, Lily will always know enough about the individual to predict the best possible experience at any given time. Yet, the more you know about a customer, the more precise Lily becomes in predicting the right experience. ANONYMOUS PROSPECT SEMI-KNOWN PROSPECT KNOWN CUSTOMER 13 Copyright 2017 NGDATA

14 The Intelligence Behind Lily s Next Best Experience Offers delivered based on real-time scoring metrics for each individual. 14 Copyright 2017 NGDATA

15 A Speedy Path to ROI with Lily Smart Experiences Success metrics achieved by NGDATA clients using Lily Next Best Experience. 10x 7x 5x TARGETING PRECISION INCREASED ENGAGEMENT INCREASED CONVERSIONS Global Telco US Retail Bank Global Bank 15 Copyright 2017 NGDATA

16 Next Generation Customer Experiences Delivering Impressive Results NPS +15 pts Churn Reduction 16% Upsell +25% Support Cost -30% Conversions +4-5x Ad Waste -58% 16 Targeting Precision +65% Copyright 2017 NGDATA, Inc. PERSONALIZED COMMUNICATION ADVISOR SUPPORT NBO / NBA PERSONALIZED AD TARGETING TRIGGERED MARKETING CUSTOMER LOYALTY OVERALL JOURNEY SATISFACTION

17 The Opportunity

18 Market Size Information Data Points By 2020, PREDICTIVE AND PRESCRIPTIVE ANALYTICS will attract of enterprises net new investment in business 40% intelligence and analytics. BANKING AND MANUFACTURING will make the largest investments BIG COMPANIES WILL INVEST THE MOST - (IDC) $100 BILLION IDC expects this group of companies to pass the $100 billion level in 2018 USA $82.3 BILLION MARKETING TECHNOLOGY EXPENSES for 2016 are estimated at $82.3 billion Slightly more than half of the marketing spend is businessfunded, which presumably means it s spent by CMOs SPENDING FORECAST: Big data and business analytics solutions $78.8 ($ Billions) Western Europe $34.1 $13.6 Asia Pacific (ex. Japan) 18 Copyright 2017 NGDATA

19 Customer Experience Relates Directly to Results Traditionally price and product have driven differentiation. By 2020, customer experience will outshine both How important are the following to your business strategy? (out of 100 pts) Experience Positive customer experiences correlates positively with increased spend and revenue Customers who have positive emotional experiences with brands are: More than 6X as likely to buy more More than 12X as likely to recommend the company Products More than 5X as likely to forgive the company for a mistake 16 Price Today Despite the rise, adoption and deployment of customer insights lags Marketers goal to drive customers through positive and regular engagement and experiences to increase value ADVOCATE CONVERT ATTRACT BRAND FOCUS CAMPAIGN FOCUS CUSTOMER FOCUS Exploring CX CX embedded in business practices Business aligned with CX goals CX operationalized within business Mobilizing CX CX ignored only 1 out of 10 large companies have reached the highest level of customer experience maturity 3 out of 10 have reached the highest three stages of CX maturity (23% increase from 2014) 19 Copyright 2017 NGDATA

20 Next Best Experience Use case examples

21 Lily Powered Dynamic Content From dynamic banners to personalized videos, generate content that speaks directly to your customer. DYNAMIC FORMATS DYNAMIC TEXT DYNAMIC IMAGES CUSTOM CTA FONT SIZE COLOR PALETTE 21 Copyright 2017 NGDATA Content powered by Customer DNA and delivered over your CMS solution.

22 Personalization Right from the Homepage CREDIT CARD OFFERS 22 Copyright 2017 NGDATA

23 Get in the Game Before Your Competition HOME LOAN OFFERS 23 Copyright 2017 NGDATA

24 Drive Offer Engagement with Lily SmartVideo...an end to end content delivery solution. Create data driven videos personalized to the user and built to engage. Dynamic Scenes Custom Audio Dynamic Data Dynamic Elements 24 Copyright 2017 NGDATA

25 Engage and Educate with Lily SmartVideo RETIREMENT SAVINGS OFFERS 25 Copyright 2017 NGDATA

26 Deliver an Omni-Channel Experience at the ATM CREDIT CARD OFFERS 26 Copyright 2017 NGDATA

27 Display a Personalized Banner Every Time CREDIT CARD OFFERS 27 Copyright 2017 NGDATA

28 Cross-Sell Like a Champ CAR LOAN OFFERS 28 Copyright 2017 NGDATA

29 NGDATA Research Lab Belgium - Singapore

30 We are taking Corporates into the Machine/ Data driven Future Research activity as ideal marketing instrument 30 Copyright 2017 NGDATA

31 We are taking Corporates into the Machine/ Data driven Future Research activity as ideal marketing instrument 31 Copyright 2017 NGDATA

32 Examples Machine Learning, Cognitive Services, Virtual Assistant for banking sales agent Virtual Assistant for banking services agent Virtual Assistant for banking client Virtual Assistant for consumer 32 Copyright 2017 NGDATA, Inc.

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