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#CNX14 - 7 Technology Trends Transforming Customer Communication

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Technology trends are important to any business because they define the next generation of marketing and consumer strategy. We’ll focus on the quickly evolving communication landscape and the impacts of increased consumer mobility, localization, smart machines, and the power of social. Based on six years of extensive research of over 10,000 global consumers, we've discovered seven trends that will be changing your business in the years to come. The session will equip you with the knowledge needed to understand and use tools to build a successful brand.

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#CNX14 - 7 Technology Trends Transforming Customer Communication

  1. 1. Track: Marketing Thought Leaders @kyleplacy #CNX14 #CNX14 Trends Transforming Consumer Communication Kyle Lacy, Director of Global Content Salesforce ExactTarget Marketing Cloud
  2. 2. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy
  3. 3. Track: Marketing Thought Leaders @kyleplacy #CNX14 What’s Next? @kyleplacy
  4. 4. Track: Marketing Thought Leaders @kyleplacy #CNX14 Click the center icon >>>>> and browse for the image you want to insert. IF IMAGE INSERTS IN FRONT OF FOOTER, Right click on the image and Select Arrange/Send to Back
  5. 5. Track: Marketing Thought Leaders @kyleplacy #CNX14 What’s Next? @kyleplacy
  6. 6. Track: Marketing Thought Leaders @kyleplacy #CNX14 What’s Now? @kyleplacy
  7. 7. Track: Marketing Thought Leaders @kyleplacy #CNX14 @@kykleylpelpalcaycy #ETFOM
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  20. 20. Track: Marketing Thought Leaders @kyleplacy #CNX14 one. Moments Matter
  21. 21. Track: Marketing Thought Leaders @kyleplacy #CNX14
  22. 22. Track: Marketing Thought Leaders @kyleplacy #CNX14 two. Connected Consumer @kyleplacy
  23. 23. Track: Marketing Thought Leaders @kyleplacy #CNX14 70 60 50 40 30 20 10 0 52.2 56.4 32.7 33.1 19.6 50.9 43.5 64.6 46.9 24.7 62.2 Australia Canada China Japan UK USA 56.4 Mobile Penetration Rate (Total Population)
  24. 24. Track: Marketing Thought Leaders @kyleplacy #CNX14 Smartphone massive growth potential with only 30% of total market. Mary Meeker’s 2014 Internet Trends Report
  25. 25. Track: Marketing Thought Leaders @kyleplacy #CNX14 Activities Used on Smartphone (Financial and Banking) 60 50 40 30 20 10 0 50.7 56.5 41.7 42.1 35.2 29.7 29.6 48.4 59.5 52.3 42 Australia Canada China Germany UK USA 53.3 2012 2013
  26. 26. Track: Marketing Thought Leaders @kyleplacy #CNX14 The connected consumer is constant.
  27. 27. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy
  28. 28. Track: Marketing Thought Leaders @kyleplacy #CNX14 42% of US consumers purchased a product on their mobile phone (2013). Google’s Our Mobile Planet Report
  29. 29. Track: Marketing Thought Leaders @kyleplacy #CNX14 83% of US consumers research products while in-store on their mobile phone. Google’s Our Mobile Planet Report
  30. 30. Track: Marketing Thought Leaders @kyleplacy #CNX14
  31. 31. Track: Marketing Thought Leaders @kyleplacy #CNX14 three. The Amazon Effect/Affect @kyleplacy
  32. 32. Track: Marketing Thought Leaders @kyleplacy #CNX14 three. The Amazon Effect/Affect @kyleplacy eCommerce
  33. 33. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy
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  35. 35. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy via ben-evans.com
  36. 36. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy via ben-evans.com
  37. 37. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy via ben-evans.com
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  39. 39. Track: Marketing Thought Leaders @kyleplacy #CNX14 @@kykleylpelpalcaycy#m#EixTwFeOstM14
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  41. 41. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy via ben-evans.com
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  43. 43. Track: Marketing Thought Leaders @kyleplacy #CNX14 four. @kyleplacy Brand Personalization
  44. 44. Track: Marketing Thought Leaders @kyleplacy #CNX14 12-25% increase in sales if the transactional message includes personalized product recommendations. Salesforce ExactTarget Marketing Cloud @kyleplacy
  45. 45. Track: Marketing Thought Leaders @kyleplacy #CNX14
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  49. 49. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy
  50. 50. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy #CNX14 five. Collaborative Economy
  51. 51. Track: Marketing Thought Leaders @kyleplacy #CNX14 An economic model where creation, ownership and access are shared between people and corporations.
  52. 52. Track: Marketing Thought Leaders @kyleplacy #CNX14 #CNX14
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  57. 57. Track: Marketing Thought Leaders @kyleplacy #CNX14 @kyleplacy @kyleplacy #mixwest14
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  66. 66. Track: Marketing Thought Leaders @kyleplacy #CNX14 six. Social Intelligence @kyleplacy
  67. 67. Track: Marketing Thought Leaders @kyleplacy #CNX14
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  69. 69. Track: Marketing Thought Leaders Embed Social Media Across the Fabric of the Organization & @kyleplacy #CNX14 Empower Subject Matter Experts… Product Group 6 Marketing Services Solutions Online Sales Customer Service Comms PR & HR QUALITY & INNOVATION DEMAND & THOUGHT LEADERSHIP CREDIBILITY CONVERSION CYCLE TIME RESOLUTION REPUTATION
  70. 70. Track: Marketing Thought Leaders @kyleplacy #CNX14 How do we make one department’s outputs another department’s inputs?
  71. 71. Track: Marketing Thought Leaders @kyleplacy #CNX14 seven. Humanizing Automation @kyleplacy
  72. 72. Track: Marketing Thought Leaders @kyleplacy #CNX14 Completes the Mortgage Payments Calculator Visits website to login to his online banking and notices a promotion for a home buying guide; clicks to learn more Begins the mortgage pre-approval process by filling out a form to request more info Receives a push notification to schedule an appointment with a Mortgage Specialist and does so in the company Mobile app Receives an email with a list of materials to bring to his appointment in a few days Meets with his Mortgage Specialist and completes the pre-approval process Receives a push notification to remind him of his in-branch appointment the next day Receives a follow-up email to congratulate him on his pre-approval as well as info on next steps in the home buying process Uses the company mobile app to keep track of homes they visit; finds the perfect home FaceTimes with the broker and sends her the listing info; is able to begin the process of putting in an offer right then
  73. 73. Track: Marketing Thought Leaders @kyleplacy #CNX14 Data equals Relevance
  74. 74. Track: Marketing Thought Leaders @kyleplacy #CNX14 Experience equals Relevance
  75. 75. Track: Marketing Thought Leaders @kyleplacy #CNX14 Data beats Opinions
  76. 76. Track: Marketing Thought Leaders @kyleplacy #CNX14 We must move from numbers keeping score to numbers that drive better actions. David Walmsley Head of Multichannel Marks & Spencer @kyleplacy
  77. 77. Track: Marketing Thought Leaders @kyleplacy #CNX14 Take the after-session survey! (setup 2) Take the Survey in the Connections 2014 Mobile App Join the Conversation! #CNX1 4 $50 Best Buy Gift Card
  78. 78. Track: Marketing Thought Leaders @kyleplacy #CNX14

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