Excel Customer Digital Experience

Transcription

1 PROVICE Informatika, 2017 Excel Customer Digital Experience Real-time, personalised and omni-channel

2 Master the Digital Transformation Excel Customer Digital Experience Accelerate Innovation Modernize Operations

3 What are the biggest marketing challenges you expect to face in the next two years? Omni- Channel Personalized Real- Time Source: Forrester s Q Global Cross-Channel Campaign Management And Enterprise Marketing Software Suites Forrester Wave Online Customer Reference Survey PROVICE Informatika, 2017

4 WEB ANALYTICS CUSTOMER INTELLIGENCE WEB WEB ANALYTICS Increasing website effectiveness A/B multivariate testing Aggregate website data 3 rd party data Reports & website changes Conversion rates and basket size BUSINESS FOCUS KEY TECHNIQUES DATASETS USED DATA STORED OUTPUTS KPIs CUSTOMER INTELLIGENCE Deepening customer understanding Customer profiling, predictive analytics Individual-level customer interaction data 1 st party data Personalised communications, attribution models etc. Return on Marketing Investment, budget savings, Revenue per

5 Customer Intelligence is the engine for Digital Experience MANAGE CUSTOMER LIFECYCLE THROUGH INTERACTIONS Interactions LISTENING, INSIGHT AND AUTOMATION DRIVES THE ENGINE Real-time Analytics BIG DATA AND ANALYTICS FUEL THE ENGINE PROVICE Informatika, 2017 Source: Combine Systems Of Insight And Engagement For Contextual Marketing Tools And Technology: The Enterprise Marketing Technology Playbook

6 Provice Digital Experience Platform REAL-TIME PERSONALIZED OMNICHANNEL

7 Enhancing the Customer Experience 1. Customer journey issue identification Identify problems hidden bumps on a website for seamless digital experience 2. Individual channel preferences Coherent communication via preferred devices at preferred times of day 3. Improving customer help and support Deliver joint value by pushing extremely timely offers of your partners 4. Opening up partner opportunities Develop insight such as the previous interactions of individuals to make customers appreciated, supported 5. Increasing acquisition rates Attract new customers by communication based on their previous visits, interactions PROVICE Informatika, 2017

8 1. Customer analytics Individual level insight is essential to deliver tailor made services 2. Customer led product development Search and browse behavior provides information to adjust offers, change messages, forms on a website 3. Maximize return on marketing investments Understand which marketing activities are driving sales at the full customer lifecycle 4. Optimize channel efficiencies Combine channel usage with customers preference information to make best use of the channels 5. Risk and fraud profiling Maximizing Business Efficiencies Understand potential fraud patterns for early interventions PROVICE Informatika, 2017

9 Increasing Customer Engagement 1. Next best action Understand and deliver the next best action via the most appropriate channel for an individual 2. and app personalization Personalize / application content and offers based on that individual s search, browse and interaction behavior to improve engagement and encourage cross-sell 3. Real-time website personalization Bring data together about current and previous online interactions with other customer data such as current life stage and customer history to ensure true, real-time, one-to-one personalization 4. Hot leads into the call center Push information about purchasing indicative behaviors into the call center to follow-up with a customer friendly call 5. Multi-variate testing Understand how to engage online visitors and maximize website effectiveness and conversion rates to gain even more value PROVICE Informatika, 2017

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