How IoT is revolutionising Customer Experience & Analytics
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How IoT is revolutionising Customer Experience & Analytics
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How IoT is revolutionising Customer Experience & Analytics
- 1. GOOD MORNING BRUSSELS! How IoT is revolutionising Customer Experience & Customer Analytics Comarch Loyalty Breakfast 2016 Loyalty 3.0 in the Digital Era – New approach to Loyalty Marketing
- 2. 25 *Gartner, http://www.gartner.com/newsroom/id/2905717 connected devices will be in use by 2020* BILLION
- 7. Comarch CRM & Marketing Suite
- 9. SMART SHOPPING EXPERIENCE Highly personalised communication Indoor navigation Analyse shopper behaviour Measure waiting times Facilities optimisation
- 10. 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
- 11. 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!
- 12. SUPERIOR TRAVEL EXPERIENCES PRE-JOURNEY @ AIRPORT / STATION ON ARRIVAL
- 13. ENHANCED AIRPORT EXPERIENCES Ease navigation to your gate Real-time information about flights Targeted offers & promotions Improved waiting time experience Easily locate your luggage
- 14. TRANSFORMING GUESTS EXPERIENCE Highly personalised welcome Targeted interactions Measure waiting times Analyse guests behaviour Facilities optimisation
- 15. TRANSFORM THE TOURISM EXPERIENCE
- 16. DRASTICALLY IMPROVE STRATEGIC MARKETING DECISIONS Streamline shopping experience Real-time influence on customer behaviour Analyse customer digital footprint Measure & improve marketing strategies Increase sales results
- 17. MUNICH CULTURE & SHOPPING NIGHT 150 brands & shops 35 concerts & performances +300 beacons strategically located 200.000 visitors during just 1 night +3158 targeted messages
- 18. SMART ENGAGING CITY MONTREAL CITY, CANADA
- 19. SMART & EFFICIENT MOBILITY
- 20. PERSONALISED POINTS OF INTEREST
- 24. THANK YOU Carlos Martin Loyalty CRM & Marketing Solutions Manager carlos.martin@comarch.com @Comarch_CRM @CMartinGarcia crm-marketing.comarch.com
Editor's Notes
- Good Morning everyone It is a pleasure being here with you today. During the next 20 mins I would like to share with you why and how we believe IoT is revolutionizing customer experience in many different sectors.
- KEY MESSAGES: 25 billion? 25 billion.. what? well with such a little context it is probably difficult to guess what is this about… 25 billion is the number of connected devices that will be in use by 2020. In 5 years there will be 25 billion devices connected to the internet! Have you considered the potential of this to transform your business? Have you considered the potential of this to radically transform customer experience?
- … well that’s something that Comarch has been working on, for several years. We have worked on creating the right technology and applications to increase motivation, sales, engagement, customer satisfaction! Ultimately (oltimatly) to create remarkable shopping experiences! But what is the key component of these experiences….
- BEACONS! But what are these beacons? I appreciate some of you have already heard about those devices, but for those of you who have not, Beacons are small devices that broadcast a Bluetooth signal. These signals are captured by customer’s mobile phone and a targeted action based on the location, time and customer preferences i executed. I have a demo ready, so during the coffee breaks please come to talk to me and I will show it to you. To complement my explanation, I would like to show you a short video about the device and and its applications.
- As you have probably already identified, beacons based solutions rely on mobile to make the most of it. Our solutions successfully combines beacons and our own mobile app, through the whole customer journey, from the acquiring phase to the advocacy xxxxxxxxxxxxxxxxx Our beacon plus mobile based solutions goes along the whole customer journey, xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx. After all the MOBILE application is at heart of the whole beacon based strategy and we do this and we have one and it covers the whole customer lifecycle. Our mobile and beacons solution goes along the whole customer lifecucle. Lifecycle + engagement e gamification + proximity = loyalty 3.0 After all the MOBILE application is at heart of the whole beacon based strategy and we do this and we have one and it covers the whole customer lifecycle.
- As you can see here in our product suite diagram, beacons and mobile are part of the long list of supported touch points, therefore, you could easily leverage this solutions as part of your planning, rewarding, engaging and analytics activities,
- Beacons technology has great applications in the Retail sector, and some retailers have already identified this market opportunity: Did you know that 50% of the top 100 retailers in US are already using beacons? Did you know that in less than 5 years 72% of the retailers in US will have deployed beacons solutions? But not only in US, also in Europe we are working with retail players defining the best solutions based on beacons xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Estadísticas Los usuarios que reciben notificaciones de beacons en el móvil son 6 veces mas propensos a usar la aplicación móvil y 16 veces mas propensos a usar la aplicación móvil en la tienda mientras compran BENEFITS Building customer engagement – contextual messaging, personalized offers Creating unique shopping experience – material world as a digital channel Triggering impulse purchases Real time communication Relevant information at your customers’ fingertips – product information, updates about novelties, events, etc Improved merchandising – store heat mapping, shopping journey New way of communication New way of offer presentation Communicate with your members when they are right in the store Know who is in the store and address your VIP customers by name xxxxxxxxxxx http://www.emarketer.com/Article/Retailers-Eye-Value-Beacon-Data/1012841?utm_content=19726470&utm_medium=social&utm_source=linkedin Xxxxxxxxxxxxxxxxxxxxxxxxxx Proprietary technology – Unique and secure end-to-end solution, both hardware & software, built from scratch by Comarch specialists. Compatible with iBeacon. Eddystone is on the roadmap Mobile Apps: iOS (>= v7), Android (>= 4.3) & Windows Phone (roadmap) Compatible with iBeacon® (Eddystone in roadmap) Lithium batteries - Up to 3 years depending on the configuration and work environment Adjustable range – from 0.01 to 70 metres Temperature and accelerometer sensors Xxxxxxxxxxxxxxxxxxxxxxxxxxx Easy set up, configuration and maintenance thanks to state-of-the-art Comarch IoT tools Highly Flexible & adaptable solution, capable to adjust to clients’ personal needs demands and needs. Easy & intuitive configuration and management of beacons thanks to Comarch Beacons Management tool Remote management of beacons thanks to Comarch Mobile Management Platform High Security Standards - Beacons’ Bluetooth-based communication is encrypted and verified by the mobile device and security server Xxxxxxxxxxxxxxxxxxxxxxxxx Solución end-to-end segura y única creada desde cero por los expertos de Comarch Compatible con un gran rango de productos Comarch incluyendo el gestor de campañas, herramienta de fidelización y análisis. Comarch mantiene un control total sobre el proceso de I+D, controlado desde el Comarch IoT Lab. Fácil configuración y gestión de beacons a través del conjunto de herramientas de la plataforma IoT. Capacidad para el diseño de soluciones personalizadas Altos estándares de seguridad garantizan el uso no fraudulento de la solución Compatible con iBeacon® (Eddystone está en roadmap), y con aplicaciones de iOS y Android
- Interact with your customers providing the right content at the right place, at the right time Micro-navigation will help your customers to find their favorite products in-store Drive customer behavior with highly targeted communication Rich digital content (e.g. videos) relevant to the in-store content customer is interacting with
- With this technology in place you will also be able to know when a customer visit your store even if he/she has not purchased anything. Not only that she has visit but also the time that she has spent there. This is really valuable information that your marketing team can leverage.
- but beacons are not only great from a customer and marketing analysis perspective. They are great asset to empower your sales force with real-time information about customers’ presence in-store, personal preference, historical purchasing profile, and special events such as birthdays. It is crucial to interact with the customer in the best way possible just at the purchase decision making point. Even if the customer buys, it may be too late and you may have missed the opportunity for a really value cross-sell or up-sell action. And in terms of analytics, you could know how much time the customer has spend in a specific area of your shop and some time after his/her visit you could send a targeted communication based on this knowledge you have gained. acilite a sus empleados información sobre las preferencias del cliente, ej. Historial de compras, tallas, ofertas personalizadas, etc. xxxxxxxxxxxxxxxxxx
- Offer special benefits to your high value passengers CLM MOBILE APP Comarch Loyalty Management Mobile App together with our new micro-location technology Comarch Beacon opens up completely new opportunities for targeted and personalized communication with your Frequent Flyer members. Using the Beacon placed at the airport past the security control, CLM Mobile App can invite Elite Tier members to the Business Lounge and also offer them exclusive promotions from airport partners. While generating the offer, we can exploit all our knowledge about purchasing decisions accumulated in the Comarch Loyalty Management platform, so you can choose the offer that best suits the individual passenger profile. Xxxxxxxxxxxxx Identify your passengers and make them feel welcome CLM LOUNGE ACCESS MANAGEMENT When an Elite Tier member passes the entrance Beacon of the Business Lounge, our CLM platform gets information about his or her presence at this location and forwards this information to the CLM back-end application (CLM Lounge Access Management) or Google Glass operated by the lounge personnel. Having already identified the Frequent Flyer member with his or her name, picture (if it's available in the system) and Elite Tier, the personnel can individually welcome (*) the passengers and direct him or her to the lounge appropriate to the member status. (*) no need of Frequent Flier card verification Xxxxxxxxxxxxx Keep your passengers informed and on time CLM MOBILE APP DEPARTING PASENGERS Using the Beacon signal, CLM Mobile App can estimate where the departing passengers are located and prompt dedicated real-time messages related to the incoming flight on their smartphones. The information would incorporate boarding time, departure time and gate number (*). Based on the time and location of the passenger the notification 'go to gate' might be triggered. ARRIVING PASENGERS Using the Beacon signal from the devices located at the arriving hall of the airport, CLM Mobile App can provide passengers with the information which luggage carousel their baggage will arrive on and what is the expected waiting time (*). (*) If CLM Mobile App is connected to SITA Common Use Beacon Registry no further integration is needed Xxxxxxxxxxxxxxxxx Benefits Travel industry's tailored solution: Powering specific to the industry accrual and redemption rules, Elite tiers and privileges, smooth exchange of data with numerous partners – these are just a few selected features that make Comarch Loyalty Management Travel Edition a tailored product for travel operators. Adaptable to various needs - Benefitting from Comarch's experience gained from various markets, Comarch Loyalty Management Travel Edition will power any loyalty program in the travel industry, including standalone, multi-partner and coalition programs. Flexible platform - The scalable architecture makes it possible to continuously expand along with the growth of the loyalty program, including introducing new program partners and new system functionalities. Modern solution - Always up to date with the latest trends, Comarch Loyalty Management Travel Edition provides integration with Social Media and offers a dedicated mobile application.
- Targeted interactions – room preferences based on location of the guest thanks to beaocns Hotels seek to deliver the right message, to the right person, through the right channel, at the right time - and in merchandising cases - for the right price. Beacons enable hotels to get it right on all counts, with a variety of interaction scenarios possible. These include campaigns to increase engagement, personalization and revenue for example, using carefully designed calls-to-action. So what do these numbers mean? If hotels understand the amount of time spent on-property versus off-property during a stay, they can understand their key windows of time and best physical touchpoints for engagement. In some cases we have found that up to 90% of guest time is spent away from the property. Hotels find themselves left with little time to engage with guests, so making this engagement automated and personal is key to achieving maximum results. The power of prompting and suggesting certain behaviour at key moments is invaluable for hotels. The thing is that so much goes on behind the scenes, so much manpower and care, to make an incredible guest experience. We’re not at the point yet where technology fully replaces that. However, if certain high-conversion and high-ROI functions can be automated and taken care of by technology, the human touch can remain to be just that. Being high-tech and high-touch at the same time is possible. And profitable!
- No need for wifi, no need for gps
- Gain extremely valuable information by monitoring, measuring & understanding customer behavior. Provide additional support to the marketing team in their daily business decisions in the form of rich customer behavior insight. Enrich customers’ profiles and ensure a delightful customer experience based on actionable insight. Digital foot print CUSTOMER HAS VISITED STORE BUT NOT PURCHASED. NOW IT IS POSSIBLE todas estas interacciones con los beacons dejan una huella digital con un altísimo valor para los equipos de marketing… analizar el comportamiento de sus clientes en tienda El tiempo que pasan en zonas concretas Los caminos más transitados Saber cuando un cliente ha estado en la tienda pero no ha comprado – Ahora es posible saberlo!! Las posibilidades son inmensas
- Next steps is going to be evolve this Project and adapt it to day-to-day citizens life and tourist; for both games can work 3158 targeted messages sent in just 10 hours 5.27 messages per minute
- Comarch beacons is a flexible and powerful technology that perfectly interact with the other CRM & Marketing components in our portforlio: from the Campaign Manager, Loyalty Maanger, Engagement & Gamification platform and of course our analytics solution
- Ultimately, we are in front of a technical and social revolution Do you agree? If so… Please join us and lead this revolution together!!