The document discusses how IoT is revolutionizing customer experience through beacon technology. It notes that over 25 billion connected devices will be in use by 2020. Beacons are small, battery-powered devices that use Bluetooth Low Energy to broadcast short data strings to nearby devices within a range of up to 100 meters. The document outlines how combining beacon technology with mobile apps and customer data allows for proximity marketing, personalized and real-time content, gamified loyalty programs, and strengthened shopping experiences through indoor navigation, analyzing shopper behavior, and optimizing facilities. It presents Comarch's CRM and marketing solutions for leveraging beacon and customer data to improve customer engagement, targeting, and experiences.

1. GOOD MORNING BRUSSELS!
How IoT is revolutionising Customer Experience
Shopping Innovation Expo 2016, Brussels
Francesca Borgato Loyalty CRM & Marketing Solutions Manager

2. 25
*Gartner, http://www.gartner.com/newsroom/id/2905717
connected devices
will be in use by 2020*
BILLION

3. CREATE REMARKABLE EXPERIENCES

4. - Small device
- Battery-powered
- Bluetooth Low Energy
- Send out short data strings to nearby
devices
- Broadcast range of up to 100 meters
What is a beacon?

6. IoT is not that much
without Data

7. Comarch CRM & Marketing Suite

8. IoT is not that much
without Data
Market trends
Mobile app + Beacon =
Proximity Marketing
Omnichannel
Digitalization
Micro location
Real time and relevant
marketing content
Increased targeting
Gamification as pillar
of Loyalty strategy
End of Loyalty
Program based
on earning points

9. IoT is not that much
without Data
Customers’ Expectations
Loyalty + Beacon based data =
Gamified Engagement
Approach
Smart communication
(increased relevancy)
Social media
Need of being
engaged
Fun & surprise
Being recognized as
Brand Ambassador
Highest
personalization

10. IoT is not that much
without Data
Strategic Objectives
Loyalty + Beacon based data =
Targeted & More
Effective Promotions &
Discount
Enhanced customer
experience
Wow factor
Cross & up selling
Effective omnichannel
management
Preserve
margin
Traffic data
collection

11. STRENGTHEN SHOPPING EXPERIENCE

12. SMART SHOPPING EXPERIENCE
 Highly personalised communication
 Indoor navigation
 Analyse shopper behaviour
 Measure waiting times
 Facilities optimisation

13. RICH TARGETED CONTENT DELIVERED
AT THE RIGHT TIME & LOCATION
 Personalised rich content, e.g. video
 Cross-sell / up-sell opportunities
 Streamline checkout experience
 Analyse shopper behaviour
 Measure waiting times

14. EMPOWER YOUR SALES FORCE
Julia Smith has just
entered the shop.
She ordered a product via
‘click & collect’. Her order has
already arrived to the store.
Green is her
favourite colour.
By the way, it is Julia’s
Birthday today!

15. PERSONALISED POINTS OF INTEREST

16. ENRICHED SHOPPING EXPERIENCES

17. Technical & Social
REVOLUTION

18. Comarch Solutions at their best
Engagement
Platform
Smart
Analytics
Loyalty
Management
Campaign
Management

19. Comarch CRM&Marketing – our key customers

20. Comarch CRM&Marketing – Benelux

21. Merci!
Francesca Borgato
Loyalty CRM & Marketing Solutions Manager
Francesca.borgato@comarch.com crm-marketing.comarch.com