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The Evolution of Intelligent Communications


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Presented by Maria Grant, Head of Product Development at Oxygen8 Group...

Published in: Technology, Business
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The Evolution of Intelligent Communications

  1. 1. The Evolution of Intelligent Communications Maria Grant, Head of Product Development
  2. 2. Content • Customer Journey in Focus • Single Channel to Omni-Channel • Evolve your Intelligent Communication • Where do you start? • Where do we go from here?
  3. 3. Customer Journey in Focus 1 2 3 4 5 Influence Decision Making Order Delivery Re-order LO YALT Y ACROSS ALL CHANNELS
  4. 4. From Single Channel to Omni-Channel Single Channel Multi-Channel Cross-Channel Omni-Channel The Legacy The Reality The Aspiration The Nirvana Customers experience a single type of touch-point. Customer sees multiple touch-points acting independently. Customer sees multiple touch-points as part of the same brand. Customers experience a brand, not a channel within a brand. Retailers have a single type of touch-point. Retailers channel knowledge and operations exist in technical and functional silos. Retailers have a ‘single view of the customer’ but operate in functional silos. Retailers leverage their ‘single view of the customer’ in coordinated and strategic ways.
  5. 5. Omni-Channel success with Mobile Commerce
  6. 6. Omni-Channel success with Mobile Commerce
  7. 7. What does Omni-Channel mean to you? More touch points across more channels – By 2015 3billion people will create 8 zettabyte of data Leading Retailers 41% Leverage 98% Multichannel Process Flows 100% Consolidate Consumers 82% 90% 58% Higher spend Superior knowledge Research Source:
  8. 8. Evolve your Intelligent Communication ENGAGE DISCOVER EVOLVE
  9. 9. Where do you start? Hi Maria! Download our App for continuous offers and promotions to brighten up your day! Hi Maria! Get 50% off on your next purchase by registering with our loyalty club Greeting Coffee Lover! Why not take advantage of our 2 for 1 offer today? Hi! We think you might like our new coffee range. Why not try out or 2 for 1 offer in your closest Coffee Shop this afternoon?
  10. 10. Where do you start?
  11. 11. Where do we go from here? Create Multi Channel Messaging via SMS, MMS, Voice, Email, Push. Use enriched customer data to create Intelligent, targeted campaign. Personalisation Deliver brand engagement online, mobile & in-store. Improved Engagement Add new insight & data to your CRM system. Increase ROI Secure, real-time transactions integrated into your business systems. Engage at the point of purchase via mobile & card payments.
  12. 12. Questions? • • • • Maria Grant Fern Roberts Cheryl Quin Nicola Robathan