Accelerating Customer Engagement in Retail with Slalom s

Transcription

1 Accelerating Customer Engagement in Retail with Slalom s 2016

2 Slalom Confidential

3 International reach. Local expertise. Combining strategic insight and technology know-how Seattle, WA 17 markets 3,800+ Slalom Confidential

4 Our people have deep knowledge and experience in Slalom s core competencies, driving amazing outcomes for our clients. ORGANIZATIONAL EFFECTIVENESS Change Management Learning Organization Design Talent INFORMATION MANAGEMENT & ANALYTICS Culture Lead and Adopt Data Visualization and Discovery Information Strategy Analytics Data Management Business Intelligence Change DELIVERY LEADERSHIP Program Management Portfolio Management Project Management Business and Technical Analysis Quality Assurance Agile Delivery STRATEGY & OPERATIONS Strategy Advisory Business Transformation Process Optimization Expertise. Strategy. Results. Slalom Confidential CUSTOMER ENGAGEMENT Differentiated Digital Experiences Marketing Execution Customer Centric Organizational Alignment Customer Innovation Facilitation TECHNOLOGY ENABLEMENT Software Engineering Next Generation Infrastructure Portals and Collaboration CRM DIGITAL Digital Strategy Interactive Engineering Experience Design Product Incubation

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6 Slalom Confidential

7 - Jeff Bezos Slalom Confidential

8 Store Visit Social Media Marketing Customer Service Loyalty Employee Collaboration E-Commerce Associate Outreach Fulfillment M-Commerce Seamless Customer Engagement Drives Loyalty Slalom Confidential

9 DATA Purchase History Web Visits RFM Store Interactions BEHAVIORS Life Stages Seasonality Buying Patterns Channels AFFINITIES & PERSONAS Suggestions Segment Target Customer Strategies Cross-sell Know and Engage Customers

10 Claire Bi-annual shopper Shops sales Business Basics Kids Avery Frequent shopper Trend setter Business and personal Jewelry Gary Frequent shopper Popular items Socially connected Watches Differentiate Products and Services by Customer Persona

11 Omni-Channel 360 view Customer Insights/Predictive Targeted instore outreach (SMS/ /etc) Targeted lists My Closet Consumer Apps Employee Community Clienteling Loyalty Earned Points or Experience tracking Membership tiers Reward levels Contact center support Consumer Community Consumer App Integration Cross Channel Call Center Automation Retail Call Center Consumer Affairs Loyalty help desk Web Chat Mobile SOS (in app support) Call Centers Marketing Clienteling Templates Consumer Journeys Segmentation models Omni-channel campaigns Recommendations

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13 Slalom s Industry Expertise + Customer.Connect= Acceleration of your Customer Engagement Strategy Associates can now have, in the palm of their hands, a deep understanding of their Customer, their purchases, cross channel interactions, key metrics, and the ability to have a more personal relationship via outreach using branded templates and messaging.

14 Discovery Analysis Design Implementation The Discovery period ensures deep understanding of current technology states and capabilities Defining the Customer Journey allows us to design solutions around elevating your Customer s experience By speaking with both Employees and Customers, we can ensure a product that is designed with everyone in mind. Our analysis process allows us to define a future state direction and prioritization of opportunity areas that deliver value across people, process, technology & information. Defined processes enable quick, efficient, and thorough implementation Defining the User Experience and designing with the end user in mind permits us to create slick, beautiful designs that match brand standards for our Clients Journey Maps support the design, ensuring the most valuable information is at the fingertips of the Users. Our process ensures rapid development and the ability to go to market quickly. Leveraging our Accelerator reduces development time significantly Continuous improvement and Client involvement ensures high quality products Slalom Confidential

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16 Getting Started 2 Day Discovery Workshop Our Discovery Phase is tailored to the customer s priorities and produces, in weeks, an aligned roadmap that describes the approach, phases, objectives, deliverables.

17 Q&A Slalom Confidential

18 Office New York 12 West 21 st Street, 7 th Floor, New York, NY (212) (phone) (212) (fax) Managing Director Ryan Powell Practice Area Director Consultant, CRM & CE Slalom Confidential

19 2015 Slalom, LLC. All rights reserved. The information herein is for informational purposes only and represents the current view of Slalom, LLC. as of the date of this presentation. SLALOM MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 19