Eis tue 1300 sponsored lunch acxiom

ACXIOMCORPORATION Email can drive customer engagement in a connected world ®

ACXIOM CORPORATION Acxiom serves 5,700 clients and actively manages 350 of the largest 500 marketing ecosystem worldwide.  Named No. 1 U.S. Agency in 2010 for third year in a row, Ad Age  Named No. 2 in “World’s Top CRM/Direct Marketing Agencies,” Ad AgeCONFIDENTIAL 2

A Brief History of Email• PROFS•Local Area Networks drove the use ofPC/LAN based email•Soft Switch•AOL•Internet SMTP in mid nineties•Gateway to consumers became ISP’s•Hotmail was launched in 1996•Launch of ESP’s•15 years with incremental innovation 3

Is Email DeadAbsolutely Not 4

IT’S A CONNECTED WORLD 5

Today’s Message > Marketing is at a critical juncture, Change is needed • The times they are a changin > Seize the future, right now • Turn and face the change > It’s all about engaging with today’s connected consumer • Make sure your connected, the writings on the wall > The payoffs are enormous for Insight based engagement(Source: Borrell Associates)

LIVING NEXT TOTHE TRAIN TRACKS$112 BILLIONof advertising is wasted each year in the US alone22%of Americans feel advertising is credible…compared to 45% for talk shows42%of consumer media consumption is online500 BILLIONconsumer-to-consumer comments on products & services

A CRISIS IN CUSTOMER ENGAGEMENT80% of CEOsBELIEVE THEIRBRAND DELIVERS JUST 8%A SUPERIOR OF THEIRCUSTOMER CUSTOMERSEXPERIENCE AGREE

A CRISIS IN ADVERTISING DELIVERY80% OF ONLINE ADVERTISINGFAILS TO REACH ITSINTENDED AUDIENCE

A CRISIS IN INSIGHT & FOCUS JUST 32% OF SENIOR MARKETERS KNOW HOW THEIR CUSTOMERS BEHAVE ACROSS CHANNELS* MULTICHANNEL BUYERS ARE 4–5X PROFITABLE

CAPABILITY MODELFOR A CONNECTED WORLDTARGET 15-30% OF SPEND TO REDIRECT 11

1. REACH/ENGAGE YOUR AUDIENCE NARROWCAST. NOT BROADCAST.

AUDIENCEMANAGEMENT SYSTEMYOUR AUDIENCE, ADDRESSABLEANYWHERE, REACHED WITH CERTAINTY Advertiser Safe Haven Publisher Product Propensities Just Your Audience Online Display TV Channel Preferences Anonymous Match 200mm Profiles 14mm Households Media Preferences Mat ch Mobile Call Center 30mm Users 73 million numbers Anonymize Enha Advertis nce Publis er her Audienc Audien e ce Social Apps 650mm Profiles Customer Behavior Real Time Data Exchange External Insights Delivery Integration Attitudes / Personas Partnership Ecosystem Email Print 70mm Addresses 144mm Households 13

CAPABILITY MODELFOR A CONNECTED WORLD 14

2. MULTIDIMENSIONAL INSIGHT SORRY, THERE ARE NO SILVER BULLETS 15

2. MULTIDIMENSIONAL INSIGHT CONSUMER INSIGHT & RECOGNITION Relationship Profile Interaction History Brand Advocacy > Customer segment history > Service history > Net Promoter Score > Product ownership history > Promotion history > Degree of social influence > Current & lifetime value > Response history > Brand metrics at customer level > Share of wallet > Across channels > Marketing budget by customer Product Propensities Media Preferences Channel Preferences > Propensities across the conversion funnel > Media consumption > Shopping pathway > Next best product to sell > Explicit preferences > Preferred buying channel > Likelihood to recommend > Implicit preferences > Preferred research channel > Context preferences > Preferred service channel > Contact/cadence strategy Geodemographics Interests & Attitudes Monetary Indicators > Age > Purchase intent by category > Income indicator > Occupation > Recreational interests > Wealth indicator > Gender > Social Causes > Discretionary spending > Location > Real property indicators > Ethnicity > Family / size of household > Life stage / life event 16

2. MULTIDIMENSIONAL INSIGHT ACXIOM ENABLES MULTIDIMENSIONAL CONSUMER INSIGHT & RECOGNITION > Multi-sourced & verified insight – thousands of online & offline sources Relationship Interaction > Knowledgebase and algorithms drive Profile History Brand Advocacy consumer recognition & insight Product Propensities Media Preferences Channel Preferences > Insight from anonymous to known Geo- demographics Interests & Attitudes Monetary Indicators > Real-time across all digital identifiers > Real-time push/pull of insight > Delivered on-premise or in the cloud > Strategists & analysts specializing in multidimensional insight 17

Interactive Marketing Platform Client Solution Sales Email Workbench Call Center Service Websites 3rd Party Websites Addressable TV Mobile Full View of Interactivethe Customer Data Store Messaging Other Addressable Interface Media (e.g. YouTube)Real-Time Rules-Based Access Control Services Profanity Recognition Hygiene Identity Analytical Lifecycle Offers Scrub Enhancement Insight Experience

The Services Solution: Optimizing marketing communications across channels, promotions and relationships The Solution: Strategic Support: Multi-Channel Contact Integrated customer contact strategy Optimization, Customer Engagement and Life Cycle engine with goal of providing true “360°” Customer Management Strategies customer view that:  Optimizes customer touches Multi-channel Campaign Management: 400+  Optimizes marketing communication by marketing programs supporting thousands of looking across all promotions annually including 200m emails with +92% offers, channels, product, timeframes deliverability and promotions, as well as Channel Engagement: New vehicle launch campaigns relationships, to decide the best that include coordinated search, relevant banner communication strategy for each ad, email and direct mail campaigns customer  400+ marketing programs supporting Marketing Information and Analytics: Integrated 1,000’s promotions annually analytical tools and data supported with central  200M emails annually with >92% customer data warehouse. deliverability Marketing Database and Data Infrastructure: Privacy  60% increase in campaign throughput compliance, supporting enterprise-wide recognition  10% expense decrease IT infrastructure service to uniquely identify customers and  5%+ more accurate lead scoring prospects, supporting real-time customer experience personalization  Robust real-time decisioning replacing bottle necked batch environment 20

4. PERSONALIZED & COORDINATED ENGAGEMENT ILLUSTRATION When Becky visits a site, audience insights Meet Becky are leveraged to personalize the engagement WE KNOW who she is WE PREDICTED how she may behave WE NOTICED a trigger behavior Create this experience across media 22

4. PERSONALIZED & COORDINATED ENGAGEMENT ILLUSTRATION When Becky watches TV, audience insights Meet Becky are leveraged to personalize the engagement WE KNOW who she is WE PREDICTED how she may behave WE NOTICED a trigger behavior Create this experience across media 23

4. PERSONALIZED & COORDINATED ENGAGEMENT ILLUSTRATION When Becky uses her iPhone, audience Meet Becky insights are leveraged to personalize the engagement WE KNOW who she is WE PREDICTED how she may behave WE NOTICED a trigger behavior Create this experience across media 24

4. PERSONALIZED & COORDINATED ENGAGEMENT OPTIMIZING CUSTOMER VALUE AT EVERY INTERACTION Transactional Email Preference Centers Social Influence Search Overlay 25

OUR CLIENT INTIMATEAPPROACH TUNEDTHE MODELFOR OUR STRATEGICADVANTAGEIt Depends

NOW WHAT?THE DIAGNOSTIC ENGAGEMENT PROCESS1. Current State vs Best Practices Findings 2. Value x Effectiveness3. Strategic Roadmap for Change 4. Key Actions of Focus 27

NOW WHAT?WE DEVELOP SUCCESSFUL, PRIVACYCOMPLIANT, CUSTOMER INFORMATION MANAGEMENTSTRATEGIES> Recognized leader in consumer >Recognized leader in customer privacy & compliance information management • Acxiom appointed its Chief • DMA, EEC, ESPC, IAPP, AOTA, NRF Privacy Officer in 1990 , LMA, PIMA, USTA, FTMA, US • Review ~70,000 privacy policies Business Council, Center for per year Democracy & Technology • ~100 security audits per year • Privacy Certification: NAI, IAB, PCI, ITIL, MMA,ESPC, M AAWG, DPF, CIPL, CSPRA, PERC, CDT, CDIA, IAPP • Frequent public policy advisor 28

CAPABILITY MODELFOR A CONNECTED WORLDDELIVERING ROI> Personalized experiences • 4-5X ROI> Concentrate ad spend • 3-5X ROI> Connect web footprints & outbound messaging • 2X ROI> Connect print & digital • 4X ROI> Connect call center & digital • 3-5X ROI> Connect mobile & email • 7.5X ROI> Connect TV/offline • 17X ROI Target 15-30% of spend to redirect 29

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Eis tue 1300 sponsored lunch acxiom

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Eis tue 1300 sponsored lunch acxiom — Presentation Transcript