Omni ChannelConsumer Experience

WE‘RE FINDASENSE

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researchers, followers, travelers, superfans, youtubers, co-creators, planners, life-long learners…

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We are Alternative Consulting People. Born digital.

We are young, international, talented and fun!!!

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FindASense

M I S S I O N

V I S I O N

V A L U E S

Use the power of technology to innovate and transform the way organizations build relationships with people.

Transform how people connect with the greatest brands, products and ideas in the world.

Agility to adapt to changes.Interaction to keep the pulse on what matters.Innovation to get ahead of disruption.

& WE’RE GLOCAL!

40Markets

300+Consultants

24x7Support

100+Global

Projects

12Offices

OUR CLIENTS

GLOBAL LEADERS

LOCAL LEADERS

CONSUMER GOODS TECHNOLOGY MEDIA & GAMES TRAVEL & LEISURE OTHERS

OUR CREDENTIALS

PRESENT IN

ALWAYSON TOP 50 COMPANIES TO WATCH - ONCLOUD 2015

WINNERS

SALES & CUSTOMER CARE SERVICES

CUSTOMER INTERACTION CENTER COCA-COLA (IBERIA) 2015

WINNERS

BEST ENTREPRENEURIAL INNOVATION

COCA-COLA MARKETING AWARDS

PROJECT: SOCIAL MEDIA INTERACTION CENTER IBERIA 2013

WINNERS

BEST SOCIAL MEDIA INTEGRATED CAMPAIGN

PROJECT: MOBILE WORLD CONGRESS 2015 - LENOVO

“People will forget what you said, they will forget what you did,

but they will never forget how you made them feel”

CONSUMER EXPERIENCE

What is the intimate moment of experience?

“People will forget what you said, they will forget what you did,

but they will never forget how you made them feel”

CONSUMER EXPERIENCE

What is the intimate moment of experience?

It is the moment where you feel theneed to share your experience

with others (positive or negative)

DESIGN CONSUMER EXPERIENCE

Around

• Scenarios / Journey• Relevance of context• Convenience• Engagement / feedback• Mobility

Where the organization is alignedWhere silos are eliminated and allow for collaboration

Consumers now engage with a brand

In a physical store On an online website Through a catalogue Through social media By calling a brand representative on the phone By using an app on their smartphone With a tablet, a laptop, or a desktop computer.

& TODAY’S CONSUMER IS OMNI CHANNEL

Marketers now need to provide a seamless experience, regardless of channel or device.

Each piece of the consumer’s experience with the brand should be consistent and complementary.

And we make that possible for brands!

Our Methodology

WHAT IS OUR OBJECTIVE?

Create memorable experiences for

consumers with your brand

Generate insights around consumer

behavior

HOW DO WE REACH OUR OBJECTIVES?

1. Communication Channels

Select the appropriate channel to reach each

consumer at the right time and in the right way

2. Our Capabilities

Provide holistic support through consulting,

governance, technology and training

3. Our Practice Areas

Practice areas designed to create coherency and

elevate the consumer experience

Our comprehensive, unique offering:

CONSULTING:

Assessment that meets each company where

they are in their consumer journey

GOVERNANCE:

Create guidelines that educate and align

stakeholders

TECHNOLOGY:

Design and evaluate tools to select

technologies that support holistic digital

transformaiton

TRAINING:

Provide personalized solutions and tools to facilitate

internal digital transformation

PROCESS:

Create formal processes to limit human error and

maximize real-time customer interactions

Indian retail: Focus points

Design consumer journey to retail store vs making retail only sales channel

Create customized and integrated online-offline shopping experiences

Provide maximum shopper ease and seamless experience across all channels

Integrate CRM with each channel and provide instantaneous shopper support

Identify and target “only” relevant consumers to optimize marketing spend

Use digital channels to penetrate into Tier 2 & 3 cities

Case Study FMCG

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Consumer Interaction Centre (CIC)

Geographical Positioning

We give service to

Coca-Cola in:

Europe

Spain

Portugal

LATAM

Costa Rica

Guatemala

Honduras

Salvador

Nicaragua

Panama

Colombia

Ecuador

Peru

Paraguay

Uruguay

Social Media Intelligence

Content Excellence

Customer Care & Social Media Management

We started operations in 2014,

developing the world`s largest Social

Media project in Spain and Latin

America for Coca-Cola

It is the Consumer Interaction Center

(CIC), an innovative contact center

with the consumer that integrates

digital strategy and direct contact with

an intelligence and communication

center that has made the brand

strategically enter in a new way

of communication

Bolivia

Chile

Argentina

Venezuela (2015)

Caribbean

Republic

Dominican

Jamaica

Trinidad and

Tobago

French Indies

CASE STUDY

Beverages Company

Services integrated into the CIC

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Intelligence &

Strategy

Content

Excellence

Care & Engagement

Listening

Consumer Interaction Centre

CIC is a transforming taskforce to digitize the client business by putting customers at the central spot

We accomplished 2015 with a USD 5M of ROI, 8M Fans and more than 150 brand channels where immediacy, humanity and optimism have been the rules of engagement. Protocols, best practices and documents have proudly

travelled all over the CIC worldwide community and recognized our CIC as a remarkable leader.

Case Study

Fashion & Lifestyle

Global Apparel Brand

• 400+ retail stores across five continents

• Falling demand on retail stores across Europe & Asia

• E-commerce channels not contributing significantly

• Social & Digital media working in silo

Our Approach

Online

Custom

Studio

Retail

Creation of Online Custom Studio on

top of E-Commerce Platform to let end

users customize cloths online

Consistent Experience across Retail, E-

Commerce & Social Media channels

Setting up CIC for 10+ countries and

languages

Driving Engagement which is socially

shareable

Create unique brand experience for the

consumer & drive revenues across

channels

E-Commerce

Social

Media Mobile

Informal, cercano, un poc

“canalla”.

Let's stay connected!

For any communication, contact

Vikas Sheth,

Country Manager – India

Email: vikas@findasense.com

Mobile: +91 9643816540