Data & Marketing Analytics Theatre: Putting Customers at the Heart of Your Analytics Strategy

Putting Customers at the Heart of Your Analytics Strategy Rusty Warner - Alterian (now SDL)Sponsored by: Organised by:

Putting Customers at the Heart of Your Analytics StrategyRusty WarnerVice President, Product MarketingFebruary 28, 2012 SDL Proprietary and Confidential

Agenda Where Is Marketing Headed? How Do We Get There? Who Is Doing it Right? What if You Get it Wrong? How Do You Measure Success? SDL Proprietary and Confidential

Where Is Marketing Headed? Today’s customers are… • Inundated with information • Actively engaged in multiple channels • More informed and less brand-loyal • Able to choose from the entire world

Where Is Marketing Headed?Successful marketers mustbecome Customer EngagementManagers Successful marketers must… • Understand customers with analytics • Orchestrate cross-channel communications • Engage customers with relevant offers • Treat customers as unique individuals

Where Is Marketing Headed? Customer Engagement Management Relationship Marketing6

How Do We Get There?• What We All Want To Do: – Derive Maximum Value from Customer Engagement – Deliver High-Velocity Campaigns using Data Driven Insight – Make Marketing Resources More Productive and Effective – Increase Response Rates and Drive Revenue Objectives• How Do We Do It? – Build an Enterprise View of Customer Information • Merge Deep History with Current Behaviour • Single, Consistent View versus Single Database – Utilise Customer Intelligence Analytics • Data Exploration for Personalisation • Predictive Modelling for Scoring and Propensity – Leverage Best Practices and Apply Governance – Synchronise Efforts with Business Operations 7

Who Is Doing It Right?• Organisations who... – Value Engagement versus Processes or Management – Understand the Relationship between On-Line and Off-Line – Treat Customers Consistently across Channels – Measure the Business Impact of Marketing Activities• Best Practices 8

Britannia: Customer Retention and DevelopmentObjectives “Put the Customer First” Execute based on Customer Insight Manage Increasing Channel Complexity Achieve Significant ROI Improvements Results  Reduced Direct Marketing Costs by 30%  Doubled Annual Number of Successful Cross-Sell Customers  Increased Average Product Holdings per9 Customer by 15%

Britannia: Customer Retention and Development “Both marketing productivity and efficiency have increased. We look forward to creating further innovative customer insight programmes… and continuing to maximise ROI.”10 - Head of Customer Knowledge & Planning

Eurostar: Customer Profiles and Preferences Objectives  Eliminate Disparate Data Silos  Increase Customer Intelligence  Improve Relationship-Building  Support Operational Execution Results  Consolidated Database with Customer Information from Multiple Countries  Open-Rates Increased by 100%  Click-Through’s Increased by 50%11  Average Revenue Increased by 400%

Eurostar: Customer Profiles and Preferences “With the implementation of the database, Eurostar have been able to create targeted communications based on traveller behaviour and profiles. The results have been far beyond expectations.”12 - Customer Database Manager

Cisco: One-to-One Relationships Objectives  Sell to Companies BUT Market to Individuals  Identify the Right Contacts for Campaigns  Develop a Single Global View for Local Use  Re-Activate Dormant Contacts Results  Consolidated Database  40M+ Customer Contacts  100M+ D&B Companies  Deep History for Up-Sell and Cross-Sell13  Predictive Modelling for Propensity and Value

Cisco: One-to-One Relationships “Tremendous potential for gaining new insights has been unleashed…Today we can perform analysis tasks around 30 times quicker than before.”14 - Global Database Marketing Manager

Best Western: Email and Web Integration Objectives  Improve Customer Engagement for Loyalty Program  Increase Relevancy of Newsletters and Campaigns  Treat Individuals as Unique Users for Email & Web  Deliver Dynamic Content based on Customer Behaviour Results  Greatly Enhanced the Standard Tiered Approach for Customer Loyalty  40% Increase in Click-Through Rates  540% Rise in Loyalty Point Redemption15  30% Overall Return on Investment

Best Western: Email and Web Integration “We can build quick, flexible campaigns, all with 1000s of content variants. As the tools integrate seamlessly, we also save time as we don’t have to move data manually between the database and email tool anymore.”16 - Digital Product Consultant

PepsiCo: Social Media Integration Objectives – Starbucks  Analyze Purchase Decisions  Understand Consumer Behavior  Determine Impact of Bottled Drinks  Enhance Customer Experience via Collaboration Objectives – Mountain Dew  Support Launch of New Voltage Flavor  Increase Awareness and Drive Trials  Convince Web Influencers to Advertize  Reduce Research & Analysis Efforts17 (from 100 hours over 2 weeks to 15 hours)

PepsiCo: Social Media Integration “The solution gave us the flexibility to find the type of granular insights which help underpin our services, in a fraction of the time it would normally take.”18 - CEO, Global Agency Partner

What Happens If You Get It Wrong?Examples from Personal Experiences…(Names Hidden to Protect the Guilty!!!)1.When You Can‟t See the Forest for the Trees – Marketing Not Aligned with Customer Demands – Processes & Metrics Matter More than Customers2.When You Rob Peter to Pay Paul – Marketing Not Aligned across Business Units – Customers Defect while You Figure Out Who They Are3.When You‟re Your Own Worst Enemy – Marketing Not Aligned with Operations – Customers Engaged, but You Can‟t Service their Needs19

How Do You Measure Success?• Define Agreed, Quantifiable Metrics – Reduction in Spend per Channel – Campaign Uplift for Open, Click-Through, etc. – Revenue Results Directly Impacted• Apply Business Performance Benchmarks – Business Problem Solved – New Business Opportunity Realised – Tangible Advantage over Competitors• Don‟t Forget Internal Goals and Objectives – Users Satisfied and Asking for Additional Functionality – Project Delivered on Time and on Budget – Created an Agent of Change within the Organisation20

Putting Customers at the Heart of Your Analytics Strategy rwarner@sdl.com rusty.warner@alterian.com Twitter: @RustyWarner LinkedIn: Rusty Warner

Copyright © 2008-2012 SDL plc. All rights reserved.. All company names, brandnames, trademarks, service marks, images and logos are the property of their respective owners.This presentation and its content are SDL confidential unless otherwise specified, and may not becopied, used or distributed except as authorised by SDL.

New Paradigms in Digital Insight - How leading brands are gathering insights in anincreasingly connected and informed world Rachel Adams - Toluna Simon Shaw - BrassSponsored by: Organised by:

Data is king: Maximising the value locked up in your data Henry Smith - EmailvisionSponsored by: Organised by:

Powering Smarter MarketingData is KingFebruary 2012Henry SmithPre Sales Director,Strategic Global Accounts www.emailvision.co.uk

A new King? Content is King – Bill Gates 01/03/1996

Our mission Integration Emailvision APIs powers smart Emailemail, mobile andsocial campaigns Customer that deliver Intelligence results Custom Applications Custom Apps www.emailvision.com

Global Provider, Local SupportOffices:ArgentinaAustriaBelgiumBrazilCanadaChinaFranceGermanyHong KongIsraelItalyJapanMexicoNetherlandsPortugalScandinaviaSpainSwitzerlandUnited KingdomUSA

….Our Culture

Why Data is King

The Power of Knowing Trust Relationship Personal Mutual Knowledge Benefit

What do we Know?● Data ● Customers ● Campaigns and communications ● Products and Transactions ● Media and Content Interactions

Customer Intelligence from Data “Customer intelligence (CI) is the process of gathering and analysing information regarding customers; their details and their activities, in order to build deeper and more effective customer relationships and improve strategic decision making.” ‒ Wikipedia

Turning Data into Actionable Insight Data Analysis Customer Insight and differentiation

Consumers are struggling with Inboxoverload● 49% of consumers have unsubscribed from email lists that they had originally opted in to because they found the emails to be irrelevant‒ Source: Relevancy Group "Realizing the Value of Email Marketing" (2010)

Modern ISP’s - Only the Relevant Survive Yahoo blocks over 120 billion spam messages every month Gmail Priority Inbox automatically identifies „important emails‟ and separates them from everything else Hotmail Sweep allows users to select one email to automatically move or delete similar ones. Grey mail feature trashes emails depending on interaction

Don’t you know who I am?!● Two-thirds of respondents who receive email from consumer packaged goods companies want to receive personalised content based on their website activity, past purchases, etc. ‒ Source: Epsilon, October 2008

Emailvision “The number one challenge to email marketing effectiveness is targeting customers with highly relevant content” MarketingSherpa‟s 2011 Email Marketing Report www.emailvision.com

Our Survey ‒ Source: Emailvision Customer Survey Nov 2011

Data“Data is not useful until itbecomes information, andthats because data is hardfor human beings to digest”Seth Godin

The Power of Visualisation

The Marketing / IT Divide

Perceptions of each others departments● Marketings perceptions of IT were: ● IT is the department of "no" ● IT doesnt speak marketings language ● IT doesnt understand the need for speed ● IT isnt concerned with the customer● ITs perceptions of marketing boiled down to two: ● Marketing is spin ● Marketers dont care about integration ‒ Source: Forrester Research from www.chiefmartec.com

Business Challenge Marketing IT

How to Develop Insight● Leadership for cultural change● Data, Tools, Process, People…. ● Decisions made from customer data analysis

Value of using insight for TargetingRelevance

Value of Insight“With access to deepercustomer insights, wehave quadrupled ourconversion rate.”Laura HendersonOnline Marketing Manager at Republic

Send Relevant Content to Segments The French guy who likes sports 8 lifestyles 5 languages 2 genders 1 campaignThe English woman who likes fashion The English guy who likes the beach The German guy who likes travel The German woman who likes comfort

The Customer JourneyAcquisition Nursery Active Lapse Dormant VIP Advocat e RFM Segment 1 Lapse Segment 1 RFM Segment 2 Lapse Segment 2 RFM Segment 3 Lapse Segment 3 RFM Segment 4 Lapse Segment 4 RFM Segment 5 Lapse Segment 5

Example Lifecycle Insight Elements Type Insight Element Days since Join Date Acquisition Entry Product Age Band Demographics Email Domain Click Frequency Message Response Behaviour Has Shared to Social Network Post Click Tracking Total Conversion Value Average Basket Spend Days since Last Purchase Date Purchase Behaviour Most Purchased Brand Preferred Purchase Time Total Spend in Last 12 Months Days since unsubscribe Retention Fields Exit Product

Lifecycle Campaign TypesON AQUISITION NURSERY • Welcome • Convert to Subscribed but • Capture data / purchase preferences • Capture data / not purchased preferencesENGAGE RETAIN REACTIVATE • Capture data • Capture data • Win back / preferences / preferences • Transactional • New thank you products / • Cross / up services Purchased sell available • Re-order • Back in stock • Recommend • Rate and a friend / review social referral • Lapse risk • Birthday offers

Registration - Office ● Collection of just email address, title and name for registration ● Gender inferred from title● Customer chooses what other info they want to give

Welcome - Office ● Objectives: ● Welcome customers to Office ● Highlight Preference Centre ● Increase Customer Profile Data ● Customer incentive for adding preferences is a free prize draw for £100 worth of office shoes ● Open rates of 39% and CTR of 19%

Preference Centre - Office ● Customer profile information ● Customer interests by category i.e. Womens and brand ● Update of email and mobile subscriptions ● Enables segmented emails such as new store opening based on customer postcode

Convert to Purchase – Spa Finder Deal All US states One US state Pushed 355,945 Pushed 119,798 Opened 37,174 Opened 26,987 Open rate 10.4 % +117% Open rate 22.53% Click through 11,110 Click through 14,634 Click through rate 3.1% +294% Click through rate 12.22%

Cross / Upsell - Beaute Privee A B E-commerce Sales site C Products eCommerce Database D● Types of links clicked● Product category / brand preferences● Recency/Frequency: opens, clicks, purchases…● Product groups: the most visited, the least bought● Repeat buyers profiles● Socio-demographic profiles

Beaute Privee - Cross / Upsell

Back In Stock - feelunique.com ● Customer sent emails when out of stock items they wanted are back in stock ● 2.5 times the Conversion compared to weekly emails!

Re-order - feelunique.com ● Product lifetime data added to 15000 products ● Customer has choice to receive or not ● Reminders intelligently bundled together to minimise marketing fatigue ● 5x conversion compared to weekly emails!!!

Win Back – feelunique.com ● Sent to customers who have not ordered for 3 months ● Free delivery offer ● VIP club

Birthday Emails - FCUK and Dior

Product Review - Filofax

Recommend a Friend - Hearst Magazines

Recommend a Friend - Hearst Magazines● 16% sent free copies to friends● 55% Facebook likes increase● 18% in unique visitors to Red.nl● 2017 additional newsletter subscribers

Summary● Collect and analyse your data, it is a very valuable asset● Empower marketers with the challenge and work with IT● Create actionable customer insight● Use this insight to drive timely and meaningful relevance in customer lifecycle engagements● Measure the impact

Client Focused Entrepreneurial PassionatePioneeringTechnology THANK YOU EMAILVISION – STAND E16

London 2012: How to successfully engage with your consumers online in the build up to the Olympics James Murray - Experian HitwiseSponsored by: Organised by:

Address Quality Management - The dos and don’ts of domestics and international address and data quality management Laura Forvague - Capscan LtdSponsored by: Organised by:

Addressing Data QualityThe dos and donts of domestic and international address and data quality management Laura Fovargue – Regional Sales Manager Capscan Ltd

Address & Data Quality Solutions Agenda• Importance of Data• Name and Address Data Errors• Impact of errors on customers?• Damage to your organisation• How can these issues be prevented?• Case Studies – Forever 21• Top Ten Tips• SummaryCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Importance of Data• The quality of customer and address data determines the success of your organisation• It has a huge impact on business • Profitability • Growth • Competiveness “Poor quality customer data cost U.S. businesses $611 billion a year” The Data Warehousing InstituteCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Importance of DataResearch shows: Source: Data Quality Survey, Graham Rhind & Capscan LtdCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Name & Address Data ErrorsMis-spelt details Badly formatted address detailsStructural Name and Address Errors Missing elementsDuplicates Vanity AddressingCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Name & Address Data Errors p turner Mr Paul Turner Fishponds Road ,Hitchin Ivy Cottage Herts Fishponds Road SG5 1NS HITCHIN Herts SG5 1NR XCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions Name & Address Data Errors 12 Via Massa Via Massa 12 Florence 50142 50142 FIRENZE FI XCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions Impact of Errors on Customers It’s Personal!• Customer does not feel valued• Poor perception created• Personal reaction• Loss of confidence• People always remember the errors – hygiene factorCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Impact of Errors on Customers Service and Delivery do not live up to client expectations• Delay in payment• Miss-deliveries• Time spent waiting for replacement goods• Inefficient/inappropriate customer service/complaints response• Poor customer experienceCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions The scale of the delivery problem?• Royal Mail states that 14,560,000 letters are lost or substantially delayed every year• Postwatch said loss figures were "much higher" in reality 8 million letters a day - no postcode or an inaccurate one• Royal Mail destroys on average 25 million undeliverable letters, packets and parcels each year• In the last 6 years, they destroyed 152 million items of post that could not be delivered or returned to sender - the majority were business mail! Postwatch & Royal MailCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions Damage To Your Organisation• Poor perception created• Loss of confidence - Damage to Brand• Additional costs associated with miss-deliveries and customer complaint handling• Less repeat business• Reduced customer loyaltyCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions How can these issues be prevented?• Review and Audit Data Processes and Issues• Who is responsible for customer data?• Board and senior management buy-in essential• Set Objectives for Improvements• Select suitable strategies for each business data area• Agree targets• Measure and review progressCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Review Data & Data Costs in the BusinessINCOMING INTERNAL OUTGOING Data from Acquisitions Prospecting ListsContact/Call Centres Product DeliveriesCustomer Services Parts ShippingStore/Branch UsersWebsite Info Requests Direct MarketingWeb Shop Promotional Mailings Invoicing General Correspondence Customer/Sales Analysis Location IntelligenceField Representatives Customer Profiling Route PlanningSMS/Text Campaigns Business Decisions GIS On-site Engineers Compliance/Blacklists Capscan Limited Grand Union House, 20 Kentish Town Road, London NW1 9BB United Kingdom Registered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions Front-end Touch PointsINCOMING Options for capturing more accurate data in multi-channel management 1) Ensure data entry screens are well designed, clear, and simple Consider - Mandatory FieldsContact/Call Centres - What countries need to be consideredCustomer Services - Local salutation optionsStore/Branch Users - Individual fields for individual elements - Basic Data Validation 2) Implement Address Verification FunctionalityWebsite Info Requests Options Include - In-house software for data captureWeb Shop - Hosted address verification services Consider - Datasets required now & in the future 3) Implement Name and Salutation formatting technologyField RepresentativesSMS/Text Campaigns Capscan Limited Grand Union House, 20 Kentish Town Road, London NW1 9BB United Kingdom Registered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions Existing Data MaintenanceINTERNAL Options for reviewing existing customer information 1) Data Audit – Current Accuracy Levels Data from Acquisitions Prospecting Lists 2) Manual Data Correction – Very low data volumes 3) Batch Name & Address Cleansing Tools - Verify, cleanse, & format historic data - Apply postal authority data updates - Enhance data 4) Batch De-Duplication ToolsCustomer/Sales Analysis Location IntelligenceCustomer Profiling Route PlanningBusiness Decisions GISCompliance/Blacklists Capscan Limited Grand Union House, 20 Kentish Town Road, London NW1 9BB United Kingdom Registered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions Case Study – Forever 21Capscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Case Study – Forever 21•The Background - Forever 21is a •The Problem - The success of Foreverspecialty clothing and accessories retailer 21‟s new website hinged not only onfor women, men and children with a offering the latest fashions at the rightreputation making the hottest fashion price, but also in making the online experience enjoyable and easy to buytrends available to customers at great from, for the savvy, stylish consumer.value. The company is headquartered inLos Angeles and operates over 480 stores •A crucial part of the online purchasingworldwide. process is making the final transaction at the checkout as simple and•In retail today it is just as important to straightforward as possible, reducing the time it takes to complete the transaction.have strong presence online. According toMintel £4.3 billion worth of clothes werebought over the Internet in 2010, a growth •Forever 21 had a tight schedule and needed a software solution that could beof 152% in the last five years, with over a fully integrated into their ecommerce site,third of consumers having bought in the to ensure every customer address ispast year. rapidly validated at the point of entry.• With the explosion in demand for •Having considered a number of differentconsuming fashion online; a new options, Forever 21 selected Capscan‟secommerce site would be instrumental in web-based address management software – Matchcode Webnet.establishing the Forever 21 brand in theCapscan LimitedUK. in England No. 01183941 VAT No. GB 123 3577 29Grand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered

Address & Data Quality Solutions Case Study – Forever 21• The Benefits – Capscan‟s solutions could provide validation for both UK and European addresses.• When a customer visits Forever 21‟s website and has finished filling their shopping basket, they navigate to the checkout and sign-in if they are an existing customer, or register their details as a new customer.• When prompted on the online form, they simply enter a postcode or partial address and Matchcode Webnet instantly provides the customer with a drop down list of addresses associated with that postcode.• Upon selection of the address, the relevant fields in the order form are populated with the customers full and correct postal address, which has been validated against the Royal Mail‟s PAF file of 28.2 million UK addresses.• The addressing solution ensures Forever 21‟s customer database is populated with only accurate and clean address information which ensures the products are delivered on time and to the right address, and enables them to correspond and market to their customers.Capscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions How It Works In the address fields of the contact form, simply enter a postcode (or partial address)Capscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions How it worksCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions How It Works Matchcode will complete the address fields and return a full and valid addressCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions How It Works It can also provide you with information like the telephone number, SIC code, and D-U-N-S number…Capscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions How It Works And other useful information like health and local authority details and geocodes etc… Additional Data Include: - Business data by D&B® - Names Data Verification - Geographical Information - Ward Codes/ name - Constituency information - Local Education Authority - MP Names - European Electoral Region - Primary Care Trust - Primary Care Group - District Health AuthorityCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Top Ten Tips For Data Quality• Regard data quality as a vital aspect of your e-Commerce, CRM, and DM programme• Establish clear aims and objectives for quality management programme with management buy-in• Consider the data elements of your database and how things are recorded• Parse, standardise, validate and augment data• Conduct data audits and measure the quality of your data with regular cleansing• Collect good data in preference to correcting bad data• Keep track of cost and ensure your data is compliant• Adopt cutting edge tools and technologies• Measure and review your programme of changes• Use Capscan’s DQM SolutionsCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions In Summary• Inaccurate name and address data can have a significant impact on customer retention, customer experience, and repeat orders• An organisation need to have a DQM strategy, but should be considered in relation to its corporate strategy• Review & Audit of existing processes and data is vital• Name and address management technology can help ensure accuracy of data at point of capture or in a batch environmentCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 544 5844 25

Address & Data Quality Solutions In Summary• Key benefits to resolving data issues – More timely deliveries – Reduced costs associated with returns – More automatic credit card approvals – Improved Single Customer View – Improved Customer Experience – Improved customer satisfaction with fulfilment and support – Drive loyalty, customer retention, and repeat business – Maintain and increase revenue and profitsCapscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Address & Data Quality Solutions Thank you for listening! Any questions? Capscan can help you with your UK and International customer data issues Please visit us at stand G46 for further information and a copy of this presentation.Capscan LimitedGrand Union House, 20 Kentish Town Road, London NW1 9BB United KingdomRegistered in England No. 01183941 VAT No. GB 123 3577 29

Managing Forward: Analytics to understand the multi-channel and multi-device consumer Don Morrison - ForeSeeSponsored by: Organised by:

Data & Marketing Analytics Theatre: Putting Customers at the Heart of Your Analytics Strategy

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