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