The Evolution of Intelligent Communications
Maria Grant, Head of Product Development
Content
•Customer Journey in Focus
•Single Channel to Omni-Channel
•Evolve your Intelligent Communication
•Where do you start?
•Where do we go from here?
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
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.
Omni-Channel success with Mobile Commerce
Omni-Channel success with Mobile Commerce
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
Evolve your Intelligent Communication
ENGAGE DISCOVER EVOLVE
Where do you start?
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Where do you start?
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.
Questions?
•Maria Grant•Fern Roberts•Cheryl Quin•Nicola Robathan