The document outlines a mobile strategy by Luxottica to enhance in-store customer experiences using three dedicated apps for selecting frames, lenses, and pricing. It discusses the implementation of analytics to measure app usage and overall customer satisfaction across nearly 1,000 stores with approximately 7,000 iPads. The outcomes indicate a positive correlation between app engagement and customer satisfaction, justifying further investment in mobile applications.

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MOBILE DEPLOYMENTS
DEMYSTIFIED
Luxottica and Tealium

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INTRODUCTION
About Areef Ahamad
 Sr. Manager – Customer Analytics at Luxottica Retail
 Support Five Major Brands - LensCrafters, SunglassHut, Pearle Vision,
Sears Optical, Target Optical
 Key Technologies - Adobe, Tealium iQ, OpinionLab, Monetate and
ClickTale

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INTRODUCTION
 Luxottica is the largest eyewear company in
the world; based in Milan, Italy
 US Headquarters in Mason, Ohio
 Major Eyewear Brands - LensCrafters,
Pearle Vision, Sears Optical, Target Optical
 Major Sunglasses Brands – Oakley, Ray-
Ban, Arnette, Vogue
About Luxottica

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AGENDA – MOBILE DEPLOYMENTS DEMYSTIFIED
 Background – Goals, Mobile Strategy
 Eyewear Purchase - Three Hurdles
 Solution – Three Apps
 Question – Did it Work
 Answer – Analytics
 Lessons Learned

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BACKGROUND
 Goals:
• Increase In-Store Conversion
• Increase Customer Satisfaction
 Mobile Strategy: Mobile In-Store Apps
• Educate Customers
• Help Customers Make a Decision

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EYEWEAR PURCHASE – THREE HURDLES
1. Select a Frame
2. Select a Lens
3. Price

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THREE HURDLES
1. Select a Frame

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THREE HURDLES
2. Select a Lens

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THREE HURDLES
3. Price

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THREE HURDLES
Eyewear Purchase General Purchase
Purchase

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SOLUTION - THREE APPS

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THREE APPS
1. Select a Frame - My Look App

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THREE APPS
2. Select a Lens – Lens Simulator App

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THREE APPS
3. Pricing: Lens Pricing App

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QUESTION
Did it work?

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ANSWER
Analytics

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ANALYTICS
Implementation
 Luxottica’s largest in-store implementation
 ~1,000 Stores with ~7,000 IPads
 Tealium SDK
 Adobe Analytics

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ANALYTICS
KPIs – App Usage and In-store performance
 My Look – Number of Pictures Taken, Emails Sent
 Lens Simulator – Feature usage
 LPP – Lens Pricing usage
 In-Store Revenue
 Customer Satisfaction (NPS)

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ANALYTICS
Implementation
 Tealium SDK
• Programmer / Tealium call
• Setup SDK – Full Version vs Compact Version
• Setup Tealium IQ
 Adobe Analytics

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OUTCOMES
 Positive correlation between App usage and Customer Satisfaction
 Justified investment - More Apps to come
 Analytics will be used to optimize the Apps
 Tealium AudienceStream for LensCrafters.com

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TAKEAWAYS
 Expertise
 Full version vs. compact version
 Allow ample time to test

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MOBILE DEPLOYMENTS
Products & Successful Deployments, Jason Koo

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PRODUCTS & OPTIONS
Current Offerings
 Tag Management / TIQ Products
 Tealium AudienceStream

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TIQ PRODUCTS
Cross-platform Plugins

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TIQ PRODUCTS
Native Platform Libraries

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TIQ PRODUCTS
Advanced Native Platform Options

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TIQ PRODUCTS
Compact & Full Versions
Auto track most
common UI view
changes and events
Mobile CompanionOffline + Batch delivery
Auto track application and
device info
Auto track app lifecycle events

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AUDIENCESTREAM PRODUCTS
Native Platform Libraries

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Overview
Data VendorsTIQ LibraryConfigurationMulti-CDN
Events
GENERAL ARCHITECTURE

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Client-side: Fast & Scalable
TIQ
GENERAL ARCHITECTURE

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Server-to-server support
TIQ
GENERAL ARCHITECTURE

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IMPLEMENTATION
Best Practices - Before you start
 What data are you interested in?
 What end vendors fulfill those needs?
 Which Tealium solution is best?
 Verify and test

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THANK YOU