Evolving the Customer Experience in an Always-on Marketing World Presented by: David Richmond & Raj Gupta, Infor

1. 1Copyright © 2012. Infor. All Rights Reserved.
www.infor.com
Copyright © 2012. Infor. All Rights Reserved.
www.infor.com
1
Beautiful business software for your
business processes
Evolving the Customer Experience
in an Always-on Marketing World
“Insight of the challenges in the marketing world as always-on
platforms are being implemented. Recognising the importance
to the customer experience of marketing strategy and the ability
to engage customers in real-time.”
- David Richmond
- Raj Gupta

2. 2Copyright © 2012. Infor. All Rights Reserved.
www.infor.com
Reminder…
Always-on Marketing
in an Always-on World

3. 3Copyright © 2012. Infor. All Rights Reserved.
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From 30sec
TVCs to 140
Characters
ALWAYS ON
1950’S… …1980’S …1990’S 2014
CRM
ABOVE
------------
BELOW
MAD MEN
An ever-increasing emphasis on
knowing customers; reliance on
data & technology.

4. 4Copyright © 2012. Infor. All Rights Reserved.
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The “Always-on” Principles
“Always-on”
Customers
Customer
Engagement
Role of
Technology

5. 5Copyright © 2012. Infor. All Rights Reserved.
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Media
Consumption
Share (%)
Number of
Smartphones,
Tablets and PC’s
Globally
Average Monthly
Hours Spent on the
Internet by Device
The “Always-on” Customer
Time vsAd Spend
on Various
Types of Media
“The remote control - it’s not just for TV
anymore. Customers finally have the
remote control, they know how to use it -
and they’re not afraid to use it.” Seth Godin

6. 6Copyright © 2012. Infor. All Rights Reserved.
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Customer Engagement is NOT
Customer Experience…
Customer
Experience
Engagement
Mood /
Emotion
Creative
Employee
skills /
empowerment
Effective Customer Engagement
Personalized
Relevant and
Valuable
Omni-
Channel
Consistency
DIY but
Supported

7. 7Copyright © 2012. Infor. All Rights Reserved.
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Customer Engagement
Content
Social
Mobile
The Role of Technology
Customer Engagement is largely a
technology (data and machines)
domain.

8. 8Copyright © 2012. Infor. All Rights Reserved.
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Evolving…
Always-on Marketing
in an Always-on World
Customer Engagement is not just about Marketing…
but its more about Marketing than you think!

9. 9Copyright © 2012. Infor. All Rights Reserved.
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Yesterday’s 'Always-on’ Platform…

10. 10Copyright © 2012. Infor. All Rights Reserved.
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Today’s ‘Always-on’ Focus…

11. 11Copyright © 2012. Infor. All Rights Reserved.
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Customer experiences
are only 20% system
based. The other 80%
requires a well thought
out strategy.
Company
Goals
Customer
Experience
Strategy & Planning
80%
System
20%

12. 12Copyright © 2012. Infor. All Rights Reserved.
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…is about capturing and
harnessing people data in
real-time to power smarter,
more relevant experiences.
Real-TimeDecisioningisleadingtheway,
seamlesslybringingtogetheronlineand
offlineworlds:
Marketing in the New World Order…
- In-Memory Customer Profiling
- Real-Time Context Tracking
- Business Constraint Modelling
- Self-Learning, Predictive Analytics
- Encompassing Business Interests
whilst Optimising the Customer
Experience
- Taking ‘True’ Control of your
Customer Strategy
- Enriching the Business with Insight
through What-if Analysis

13. 13Copyright © 2012. Infor. All Rights Reserved.
www.infor.com
Copyright © 2012. Infor. All Rights Reserved.
www.infor.com
13
Beautiful business software for your
business processes
Evolving the Customer Experience
in an Always-on Marketing World
Questions?
Customer & Marketing Management Group
- David Richmond
- Raj Gupta