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shanghai | january 2016 | luca destefanis | twitter: @lucadeste
about Wine, Love &
Data-Driven
Marketing

LUCA DESTEFANIS
IBM, AP MARKETING EXECUTIVE

World B2B Marketing Chief Congress
Shanghai, January 21st 2016
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
Buyers LOVE Brands
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
Buyers Want You To Get Personal
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
4x
more likely to consider a
brand, if believe the brand
will provide business value
14%
of buyers perceive enough
meaningful difference
between brands’ business
value to be willing to pay
extra
2x
Personal value has twice
the effect of business
value across a broad
range of commercial
outcomes
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
91% of CMO say they should use
more customer data to drive
decision making
shanghai | january 2016 | luca destefanis | twitter: @lucadeste 11
Cognitive
Surveys
Systems
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
- 78%, +9% 

10x 

5X-50X 


3x 
Cognitive
Surveys
Systems
decrease in touches with uplift in
responses
more likely to respond from
inbound tactics
more quality responses with the
right offer (i.e. Software
Downloads, Online Demos,
Webinars)
click-rates by personalizing
content by industry
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
77% of CMOs are making major
changes to focus more on
Customer Experience
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
Discovery Engagement Purchase/AdoptionCommitment Advocacy
Buyers Want A Personalized Experience
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
Discovery Engagement Purchase/AdoptionCommitment Advocacy
140x

63% to 93%

10X 

+23% 
increased clicks to content by adding
a clear call to action button
the bounce rate for traffic linking from
non-English content to English
Response-to-Lead conversion rates
with live chat
increased clicks by simplifying page
content
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
The US mobile operator masters the art of
customer analytics through calls data and
social sentiment mining to reduce churn rate
The leading sporting goods retailer in China
captures through its web, mobile and social
media sites all personal and shopping data to
launch precision-guided marketing initiatives
The Netherlands’ largest online retailer is
grabbing the attention of browsers and
abandoners with a comprehensive behavioral
retargeting program
A Hong Kong television broadcaster is using
sophisticated analytics to analyze its station’s
viewers, programs rating and greatly increase
the effectiveness of its advertising promotions
Dutch bank ING Bank personalized marketing
activities based on client data and online
interactions, and moved from campaign to
continuous dialogue with customers
Luxottica, world’s leader of eyewear captures
interactions across every channel on 100
million customers, to define highly segmented
customer behavior for targeted marketing
initiatives
The US retailer uses advanced mathematical
models to describe a customer’s behavior to
cluster customers based on motivation,
engagement and buying behavior
* * *
* * *
* * *
The Japanese retailer adopted a multi-channel
marketing platform to strengthen relationship
with its customers based on behavioral
analysis
*
China Mobile leverages customer data to
offer personalized recommendations: analyze
user behavior to build profiles and develop
personalized service offerings, recommend
personalized applications on smart phones,
and suggests the best device for users when
they are ready to upgrade
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
shanghai | january 2016 | luca destefanis | twitter: @lucadeste
Luca Destefanis. IBM
lucad@sg.ibm.com
@lucadeste

ibm.com/csuitestudy
!

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About Wine, Love and Data-Driven Marketing

  • 1. shanghai | january 2016 | luca destefanis | twitter: @lucadeste about Wine, Love & Data-Driven Marketing LUCA DESTEFANIS IBM, AP MARKETING EXECUTIVE World B2B Marketing Chief Congress Shanghai, January 21st 2016
  • 2. shanghai | january 2016 | luca destefanis | twitter: @lucadeste
  • 3. shanghai | january 2016 | luca destefanis | twitter: @lucadeste
  • 4. shanghai | january 2016 | luca destefanis | twitter: @lucadeste
  • 5. shanghai | january 2016 | luca destefanis | twitter: @lucadeste
  • 6. shanghai | january 2016 | luca destefanis | twitter: @lucadeste
  • 7. shanghai | january 2016 | luca destefanis | twitter: @lucadeste Buyers LOVE Brands
  • 8. shanghai | january 2016 | luca destefanis | twitter: @lucadeste Buyers Want You To Get Personal
  • 9. shanghai | january 2016 | luca destefanis | twitter: @lucadeste 4x more likely to consider a brand, if believe the brand will provide business value 14% of buyers perceive enough meaningful difference between brands’ business value to be willing to pay extra 2x Personal value has twice the effect of business value across a broad range of commercial outcomes
  • 10. shanghai | january 2016 | luca destefanis | twitter: @lucadeste 91% of CMO say they should use more customer data to drive decision making
  • 11. shanghai | january 2016 | luca destefanis | twitter: @lucadeste 11 Cognitive Surveys Systems
  • 12. shanghai | january 2016 | luca destefanis | twitter: @lucadeste - 78%, +9% 10x 5X-50X 3x Cognitive Surveys Systems decrease in touches with uplift in responses more likely to respond from inbound tactics more quality responses with the right offer (i.e. Software Downloads, Online Demos, Webinars) click-rates by personalizing content by industry
  • 13. shanghai | january 2016 | luca destefanis | twitter: @lucadeste 77% of CMOs are making major changes to focus more on Customer Experience
  • 14. shanghai | january 2016 | luca destefanis | twitter: @lucadeste Discovery Engagement Purchase/AdoptionCommitment Advocacy Buyers Want A Personalized Experience
  • 15. shanghai | january 2016 | luca destefanis | twitter: @lucadeste Discovery Engagement Purchase/AdoptionCommitment Advocacy 140x 63% to 93% 10X +23% increased clicks to content by adding a clear call to action button the bounce rate for traffic linking from non-English content to English Response-to-Lead conversion rates with live chat increased clicks by simplifying page content
  • 16. shanghai | january 2016 | luca destefanis | twitter: @lucadeste The US mobile operator masters the art of customer analytics through calls data and social sentiment mining to reduce churn rate The leading sporting goods retailer in China captures through its web, mobile and social media sites all personal and shopping data to launch precision-guided marketing initiatives The Netherlands’ largest online retailer is grabbing the attention of browsers and abandoners with a comprehensive behavioral retargeting program A Hong Kong television broadcaster is using sophisticated analytics to analyze its station’s viewers, programs rating and greatly increase the effectiveness of its advertising promotions Dutch bank ING Bank personalized marketing activities based on client data and online interactions, and moved from campaign to continuous dialogue with customers Luxottica, world’s leader of eyewear captures interactions across every channel on 100 million customers, to define highly segmented customer behavior for targeted marketing initiatives The US retailer uses advanced mathematical models to describe a customer’s behavior to cluster customers based on motivation, engagement and buying behavior * * * * * * * * * The Japanese retailer adopted a multi-channel marketing platform to strengthen relationship with its customers based on behavioral analysis * China Mobile leverages customer data to offer personalized recommendations: analyze user behavior to build profiles and develop personalized service offerings, recommend personalized applications on smart phones, and suggests the best device for users when they are ready to upgrade
  • 17. shanghai | january 2016 | luca destefanis | twitter: @lucadeste
  • 18. shanghai | january 2016 | luca destefanis | twitter: @lucadeste Luca Destefanis. IBM lucad@sg.ibm.com @lucadeste ibm.com/csuitestudy !