Sapient-Oracle Oct-9 2012
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Sapient-Oracle Oct-9 2012

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    Sapient-Oracle Oct-9 2012 Sapient-Oracle Oct-9 2012 Presentation Transcript

    • Engaging ExperiencesInnovation and Inspiration9 October 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 1
    • AgendaThe Changing Face of EngagementInnovation in Experience DesignSome Great Experiences © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 2
    • The Changing Face ofEngagementInnovation9 October 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 3
    • Opening ThoughtsHow customers engage with brands is changing at anincredible rate. Research Online, Pick Up In Store Social Opinions and User Generated Content Experience Marketing, Experience Shopping Loyalty Personalization Seamless Experiences Mobile, Mobile, Mobile Touch (and the Other Senses) © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 4
    • ChallengesWhat are the associated challenges? Being Relevant Standing Out Amidst the Noise Leveraging Previous Investments Build Once, Deploy Often Developing the Right Experience for your Target Market Brand Appropriateness Customer Experience Strategy Knowing Your Customers © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 5
    • Emerging Trends and Technologies Smart Branded Phones Check-In Tablet s Digital Signage Interactive Kiosks Social Media Spot Vending Augmente d Reality QR Codes © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 6
    • Are Transforming Today’s Guest Experiences Loyalty and Check In Measurement Tablets / Mobile Commerce / Virtual Catalogue One View of Customer Interactive Displays Product data Concierge Kiosk Customer data Merchandising data © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 7
    • Innovation in Experience DesignInnovation27 July 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 8
    • ACCESS: the ability to reach other persons, activities, resources, services, information, or places CONTROL: the degree to which the use of things, activities, and spaces is controlled by their users FIT: the match between a person and their surroundings to support the activities in which they will customarily engage VITALITY: the tapping of humanEXPERIENCE powers: functions and emotionsDIMENSIONS SENSE: the ability to know identity and place – where or when one is © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 9
    • ACCESS the ability to reach other persons, activities, resources, services, information, or places• Delivering connected experiences, any time, anywhere, across any device.• In-store, on-line, in branch, on- the-go, whatever, whenever. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 10
    • Continuous Experiences© COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 11
    • CONTROLthe degree to which theuse of things, activities,and spaces is controlledby their users• Enabling the user by giving them control (e.g., over preferences, information).• Putting the user in the driver seat with usefulness, usability, and desirability © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 12
    • Real-time control© COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 13
    • FIT the match between a person and their surroundings to support the activities in which they customarily engage • Offering context and orientation, supporting the user at the right time and place with the right content • The right experience at the right moment in the customer journey14 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 14
    • Predicting Desirability© COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 15
    • VITALITY the tapping of human powers: functions and emotions • Expressing personality, creating desire, extending physical abilities • Differentiating the brand in appropriate ways • Bringing the brand to life16 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 16
    • Curated Experiences© COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 17
    • SENSE the ability to know identity and place – where or when one is • Giving the user the cues they need to make sense of their experience (way finding, auditory cues, clarity and consistency) • Making sense of the experience18 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 18
    • Quantifiable Self© COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 19
    • Relevant ExperiencesInnovation We Can Leverage9 October 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 20
    • Major Retailer© COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 21
    • Experience Innovation through:• Access• Control• Fit• Vitality
    • the brief – E&E• convert more of loyal guests into E&E shoppers by creating differentiation beyond price and convenience• capitalize more on our strengths of surprising and delighting our guests while providing an engaging environment that inspires her to buy
    • accessories, dvds, cds, cameras, games, tvs,music, peripherals, whole tablets, ereaderscategory consideration © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 24
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 25
    • our insight simply put, moms are empowered by technology. however, most moms are just not inspired by it. so what does inspire her?
    • in short,it’s not about the gear.It’s about the experiences the gear enables.
    • the brief - reframed inspire mom to integrate electronics into her life by bringing life to our electronics.
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 30
    • The ChallengeEstablish an interaction model,standard visual design systemthat can be leveraged globallyto support the expansion ofproduct market share © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 31
    • Audi mobile PortalGoal: best possible mobile user experience © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 32
    • Audi Fahrzeugbörse (Hybrid App)First Android app by Audi worldwide © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 33
    • Case Study: Audi A-1 iPad App Case Study: Multi-Channel Recreation Mobile App Design© COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 34
    • Audi A1Launch campaign new A1 Audi – community app © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 35
    • Audi A1 iSpecial iPadExtending app to iPad © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 36
    • Audi A-1 iPad Application, Configurator, and Rich brochure © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 37
    • Launch Campaign Audi Q3Android and iPhone App © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 38
    • Audi A7 Sportback iPad AppLaunch campaign new A1 Audi – community app © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 39
    • Support the expansion into the emerging marketReduction in investment development and unit costIncreased flexibility to support the various requirementsof the individual marketsEstablishment of a balanced global footprint MobilePortal available in 15+ Countries and 18 Languages Audi A1 App: available in all app stores in the following languages: EN, DE, IT, ES, FR, NL, RU Audi Q3 App: available in all app stores in the following languages: EN, DE, TR, IT; ES; FR; NL; PT Audi A7 App: available in all app stores in DE and EN © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 40
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 41
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 42
    • Retail experiences under transformation © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 43
    • The threat… © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 44
    • What stores will always have… • Sense Immersiveness • Fit Associates • Control Immediacy • Access Social • Vitality Fun © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 45
    • Retail Experiences are under transformation © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 46
    • Retail Experiences are under transformation © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 47
    • General Premise Behind every product is a need. For every need there is a solution. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 48
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 49
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 50
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 51
    • © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 52
    • Fashionable | In-store Touch ExperienceStory:Designed for in-store placement, the SapientNitroIn-store Touch Experience enables customers andsales associates to engage with the full inventory of aretailer, whether it’s in store or online.Features & Benefits:• 46” HD interactive display• Integration with inventory, POS, and back endsystems• Outfit Builder offers Up-sell / Cross-sellopportunities•Social media tie in•Ad space / product placement for manufacturers © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 53
    • Marks & Spencer | Endless Aisle KioskMarks & Spencer has opened its newflagship store at 100 Avenue des Champs-élysées in Paris. Trading over three floors,the 1,400 square meter store is part ofM&S ‘bricks & clicks strategy, as it returnsto the French market with a combined storeand e-commerce offer.The store uses the latest technology toextend the M&S product range available tocustomers.Two touch screen order points and twofixed tablets make it easy for customers toshop from over 10,000 products availableonline. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 54
    • Marks & Spencer | Magic Mirror © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 55