The document summarizes key points from a conference on combining data, creativity and technology. It discusses how understanding customer journeys is important to provide personalized experiences across interactions. It notes businesses often provide disjointed and impersonal experiences. A presentation discusses recognizing anonymous customers, understanding their journeys through different interactions, and continuing conversations across channels. Another talk outlines finding the "data and creative sweet spot" by using data inputs up front as a springboard for creative ideas while allowing freedom in execution. The document concludes with closing comments from the conference chair.
LSA Bootcamp Austin: Maximizing ROI - Making the Most of a Limited BudgetLocalogy
This presentation was given to an audience of small businesses at LSA Bootcamp, a one day digital marketing intensive in Austin 1/24/16. For more about the event and for a look at future events visit: http://bit.ly/LSABootcamp16
Presentation to the Association of Continuing Higher Education, New England at U.Conn. Presentation reviewed marketing to adult learners in today\'s media climate and budget restrictions.
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted CallIvanti
Marketers spent more than $78B to generate phone calls in 2013. Calls matter.
What are the differences between the calls that resulted in a conversion (appointment, reservation, sale) and calls that didn’t result in a conversion? Is there a ‘formula’ that will allow you to convert more calls and increase your revenue? How is a converted call different than a non-converted call?
After analyzing millions of phone calls from dozens of industries in the first 4 months of 2014, LogMyCalls has deciphered the differences between converting a call and not converting a call. We will share with you the critical factors in improving your chances of converting more calls.
In this webinar we’ll discuss the elements of a converted call. This is revolutionary data never seen before:
Missed opportunities for revenue
Determining calls that are good leads or great leads
The impact call length has on conversion?
10 Tips to Turn Your Average One-Time Website Visitor Into a CustomersIvanti
Affiliate marketing expert Jeremy Schoemaker shares knowledge he's learned from ShoeMoney.com. How do you turn your website visitors into leads and customers?
LSA Bootcamp Austin: Maximizing ROI - Making the Most of a Limited BudgetLocalogy
This presentation was given to an audience of small businesses at LSA Bootcamp, a one day digital marketing intensive in Austin 1/24/16. For more about the event and for a look at future events visit: http://bit.ly/LSABootcamp16
Presentation to the Association of Continuing Higher Education, New England at U.Conn. Presentation reviewed marketing to adult learners in today\'s media climate and budget restrictions.
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted CallIvanti
Marketers spent more than $78B to generate phone calls in 2013. Calls matter.
What are the differences between the calls that resulted in a conversion (appointment, reservation, sale) and calls that didn’t result in a conversion? Is there a ‘formula’ that will allow you to convert more calls and increase your revenue? How is a converted call different than a non-converted call?
After analyzing millions of phone calls from dozens of industries in the first 4 months of 2014, LogMyCalls has deciphered the differences between converting a call and not converting a call. We will share with you the critical factors in improving your chances of converting more calls.
In this webinar we’ll discuss the elements of a converted call. This is revolutionary data never seen before:
Missed opportunities for revenue
Determining calls that are good leads or great leads
The impact call length has on conversion?
10 Tips to Turn Your Average One-Time Website Visitor Into a CustomersIvanti
Affiliate marketing expert Jeremy Schoemaker shares knowledge he's learned from ShoeMoney.com. How do you turn your website visitors into leads and customers?
Webinar - 3 Lessons Your Business Can Learn From BIG CampaignsIvanti
This webinar details some large, enterprise-level campaigns and exactly what you and I can learn from them. This is a great webinar for marketers featuring Britt Raybould, Editor of ReveNews.
The customer journey has become very complex – there are so many touch-points that influence the ultimate buying decision.
Oftentimes, the customer journey begins with a high-intent search. Crafting and serving up strong, relevant ads will bring the lead directly to your website. However, keeping the potential customer on your website long enough to convert is challenging – this is where live chat comes in. It acts as a powerful conversion tool to facilitate a positive customer experience ending in a sale.
If you want to boost conversion rates in the buying cycle, our search and chat experts Armen Vartanyan of WordStream and Sebalis Davis of Pure Chat, are here to help. Join us for this live webinar to learn how to perfect the customer journey through key touch-points like paid search and live chat.
During the webinar, you'll learn:
-How the customer journey has evolved
-How to capture more conversions through paid search
-How to identify if you should implement a live chat function
In this highly interactive session, affiliate marketing veteran Ola Edvardsson takes a fresh look at what really works in the affiliate marketing space.
Powerpoint presentation by Business Link giving marketing top tips for your business.
Also presented at the Forest of Dean breakfast meeting on 21.05.10, entitled '40 Top marketing tips'.
Live Chat - How Real-Time Conversations Boosts Revenue by 13%+Derric Haynie
Understand why Live Chat really works and which brands it is best for.
Unique data from mystery shopping over 500 Ecommerce brands.
Examples of real conversations by top Ecommerce brands.
The 6 step strategy for increasing revenue by using live chat.
If you think offline marketing is a relic of the 20th century, it’s time to reconsider. With everyone obsessed with online
marketing, offline marketing stands out more than ever! Whether your goal is branding,
bringing in more foot traffic, generating prospects or closing sales, offline marketing activities
can effectively supplement or even replace online efforts. Here are 25 ways to make offline
marketing pay.
These slides have been presented at Supereweek conference in October 2012 in Siania, Romania.
They give an overview of what are the different Google penalties : manual penalty, automatic penalty and also the famous Google Panda and Google Penguin.
We present some advice to get out of penalties. If you want more information, don't hesitate to contact us at woptimo.com
Webinar - 3 Lessons Your Business Can Learn From BIG CampaignsIvanti
This webinar details some large, enterprise-level campaigns and exactly what you and I can learn from them. This is a great webinar for marketers featuring Britt Raybould, Editor of ReveNews.
The customer journey has become very complex – there are so many touch-points that influence the ultimate buying decision.
Oftentimes, the customer journey begins with a high-intent search. Crafting and serving up strong, relevant ads will bring the lead directly to your website. However, keeping the potential customer on your website long enough to convert is challenging – this is where live chat comes in. It acts as a powerful conversion tool to facilitate a positive customer experience ending in a sale.
If you want to boost conversion rates in the buying cycle, our search and chat experts Armen Vartanyan of WordStream and Sebalis Davis of Pure Chat, are here to help. Join us for this live webinar to learn how to perfect the customer journey through key touch-points like paid search and live chat.
During the webinar, you'll learn:
-How the customer journey has evolved
-How to capture more conversions through paid search
-How to identify if you should implement a live chat function
In this highly interactive session, affiliate marketing veteran Ola Edvardsson takes a fresh look at what really works in the affiliate marketing space.
Powerpoint presentation by Business Link giving marketing top tips for your business.
Also presented at the Forest of Dean breakfast meeting on 21.05.10, entitled '40 Top marketing tips'.
Live Chat - How Real-Time Conversations Boosts Revenue by 13%+Derric Haynie
Understand why Live Chat really works and which brands it is best for.
Unique data from mystery shopping over 500 Ecommerce brands.
Examples of real conversations by top Ecommerce brands.
The 6 step strategy for increasing revenue by using live chat.
If you think offline marketing is a relic of the 20th century, it’s time to reconsider. With everyone obsessed with online
marketing, offline marketing stands out more than ever! Whether your goal is branding,
bringing in more foot traffic, generating prospects or closing sales, offline marketing activities
can effectively supplement or even replace online efforts. Here are 25 ways to make offline
marketing pay.
These slides have been presented at Supereweek conference in October 2012 in Siania, Romania.
They give an overview of what are the different Google penalties : manual penalty, automatic penalty and also the famous Google Panda and Google Penguin.
We present some advice to get out of penalties. If you want more information, don't hesitate to contact us at woptimo.com
As the digital marketing landscape continues to evolve in 2016, brands require to better suit consumer preferences, adapt to new technologies and preserve their position in a more crowded online marketplace. In my view there is a more urgent need to focus on developing user-centric approaches through data-driven technologies in order to achieve your business objectives.
Customer experience (CX) marketing is complex, crossing organizational and communication channels throughout the entire company. That’s why many companies rate their efforts low.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Why marketing automation is indispensible (Shimon Ben Ayoun)B2B Marketing Forum
The use of marketing automation systems has grown by more than 50% in the US over the last years. In Europe however many European B2B companies still haven’t adopted marketing automation at all.
Marketing automation software provides the precise information buyers need as they move through the buying process. It helps us to guide buyers to consider, prefer, and select our products and services. In other words, it helps us in lead generation, nurturing, qualification, conversion, and much more. Marketing automation software, when used properly, will increase operational efficiency and grow revenue faster.
In short, marketing automation has become indispensable in the marketing journey from cost centre to revenue generator. Marketing can now prove its added value in a transparent way to sales. In this session Shimon Ben Ayoun from spotONvision will explain how marketing and sales can be facilitated with marketing automation.
Do you know the average life expectancy of today's CMO is a little over a year and a half? Shocking? Not really when you consider the current economic climate. Marketing as a practice is evolving and so are the strategies and technologies available.
Changes over the last decade and the recent economic situations have led businesses to new directions. Marketers and Small Business Owners are being charged with doing more for less and generating greater results than ever before. The internet has forever changed the way we interact with and market to customers.
Combina il meglio di negozi fisici e digitali per fornire esperienze cliente personali, integrate e differenziate.
Sono a tua disposizione per fornirti il supporto per l' applicazione del programma di lavoro - https://goo.gl/pWVu2p - : puoi contattarci al numero +39 333 147 5608 dal lunedì al venerdì, dalle 08:00 alle 20:00. E' un servizio gratuito!
The Connected Journey: Developing your Empathy to Strengthen Strategies for C...Aggregage
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Digital Marketing 101 | The Basics You Need to KnowMarcus Herrington
Seminar presentation to educate dealership owners on the basics of digital marketing. Presented at G3 Boats and SunCatcher Pontoons (Yamaha Marine) Annual Dealership Conference - 2016
Why should consumers buy from you instead of your competitors or other choices, including doing zilch? In other words, what are your key differentiators or unique selling points? As more consumers use social media to reach brands,superb social customer service is becoming an important business differentiator.
Seventy-one percent of consumers who experience good customer service on social media are likely to recommend a brand based on their most recent experience, according to the 2012 State of Social Customer Service Report. And an Edison study says 32 percent of consumers expect a response on social media within 30 minutes.
These studies represent a huge opportunity for brands today. Although there are many other brands with similar features as you and doing content marketing to the hilt, superb social customer service is where most are lacking. In fact, only 10 percent of companies deliver great customer service (Help Scout). In this webinar, we'll learn the five best practices in social customer service. Please join our panel of experts to discuss:
-Identifying the vision and objectives of your brand’s social customer service
-Building a team to meet your brand’s social customer service objectives
-Creating a process for responding to negative and positive messages
-Providing your team with customer social and product history in an easy to use system
-Defining a specific, measurable social customer service differentiator
-Measuring your social customer service performance
The traditional idea of the agency is a relic. The days of clients willing to spend their marketing budget on a "let's throw some creative ideas at the wall and see what sticks" strategy are long gone. Digital has changed the landscape. Clients want predictable and measurable results. And they should. But agencies have been slow to adopt Digital. And by that, I don't mean slow to adopt digital technologies (tactics and executions). I mean slow to adopt the digital culture (collaboration, strategy and planning). And this, friends, is where the tale begins.
Similar to Stop selling and start serving: how to bring data, creativity and technology together (20)
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Digital marketing is the art and science of promoting products or services using digital channels to reach and engage with potential customers. It encompasses a wide range of online tactics and strategies aimed at increasing brand visibility, driving website traffic, generating leads, and ultimately, converting those leads into customers.
https://nidmindia.com/
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
How to Use AI to Write a High-Quality Article that Ranksminatamang0021
In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
The New Era Of SEO - How AI Has Changed SEO Forever - Danny Leibrandt
Stop selling and start serving: how to bring data, creativity and technology together
1. Wednesday 16 September
WIFI: Engine Guest Password: V1ctori0us
@DMA_UK #dmadata
Stop selling and start serving: how to bring
data, creativity and technology together
2. Welcome from the Chair
Jason Andrews
Executive Creative Director, RAPP
@RAPP
3. If you stopped doing social, why
would anyone miss you?
Tom Ollerton, Marketing & Innovation Director, We Are
Social
@mrtomollerton @wearesocial
Bit.ly/GINGERBLOKE
4. Breakout session one
• The Bar
Combining data, creativity and technology to serve new customer
behaviours
Alastair Cole, Chief Innovation Officer, Engine
• Arena room (Ground floor)
Finding the data and creative sweet spot
Anna Foster, Data Director, TMW Unlimited
• Reading room (Ground floor)
Its not your journey its theirs
Darren Loveday, VP, Customer Engagement, Thunderhead
5. Combining data, creativity and
technology to serve new customer
behaviours
Alastair Cole, Chief Innovation Officer, Engine
@AlastairCole
www.tinyurl.com/dmadeckAC
10. Today’s Customer Experience is often disjointed, irrelevant and
impersonal
10
9am
Monday
1pm
Wednesday
8pm
Thursday
11am
Sunday
4pm
Monday
8pm
Tuesday
Consumer surfs
your site
Buys your
product
Calls customer
service
Reads billing
statement
Receives email
marketing offer
Tries to buy
using phone
Website: serves generic content
to consumer, regardless of device
or buying intent
E-commerce: fails to proactively
deliver relevant content and
products to customers
Customer service: representative
asks for info customer already gave
another channel and doesn’t offer
the appropriate upsell
Mobile: customer doesn’t engage
or buy product because frustrated
by the mobile phone experience
Email campaign: sends customer
irrelevant offer based on an outdated
demographic segmentation
Billing statements: statements are
not personalized, brand-optimized or
sent via customer’s preferred channel
14. Thunderhead exists to enable brands and
consumers to live in harmony.
Pioneer in
personalised
customer
communications First purpose-built SaaS for
customer engagement
15. It’s the relationship between:
Engagement is important.
Time Choice Value Knowledge Trust
16. Broken
Conversations
You Don’t Even
Know Me
Poor
Experiences
Impersonal
& Irrelevant
47%
ABANDON
PURCHASING
after two separate
interactions
92%
FEEL
NEGATIVE
when asked to provide
information multiple
times
62%
SWITCH
PROVIDER
after three negative
experiences
87%
POOR
PERCEPTION
when treated with
a one-size-fits-all
approach
Source: Engagement 3.0 US research report, Thunderhead.com, March 2014
The cost of getting it wrong.
17. Engages the
customer in
conversation at the
journey interaction
point
Understands and
creates insight by
combining journey
and customer data
Listens to customer
journey
interactions
Recommends in
real-time how to
best meet an
individual
customer need
ONE Engagement Hub
18. Imagine…
Knowing your customer needs
Having one real-time personalised conversation
Getting more from existing solutions and teams
19. Proactively manage journeys, not just interactions
19
9am
Monday
1pm
Wednesday
8pm
Thursday
11am
Sunday
4pm
Monday
8pm
Tuesday
Consumer surfs
your site
Buys your
product
Calls customer
service
Reads billing
statement
Receives email
marketing offer
Buys upsell product
using mobile phone
Website: serves consumers
relevant content in real time to
match buying intent and
optimized for their device
E-commerce: recognizes
customer entering site and offers
relevant products based on past
behavior and current intent
Customer service: representative
has access to customer journey and
behavior; resolves service issue and
upsells customer
Mobile: experience is optimized to
the device, driving loyalty, repeat visits,
and recommendations to friends
Email campaign: click-throughs and
conversions soar once offers are
personalized and based on buying intent
Billing statements: personalized
and brand-optimized statements
are sent via customer’s preferred
channel
21. vision
Identified
key channel
change
points
To understand and provide a consistent and
personalized experience across all Customer
Interactions and Journeys
outcome
Web offer
interaction
improvement
of 20% - 135%
Focused, relevant
conversations have
resulted in a sales
uplift of 59%
131% uplift in
email response
rates vs. previous
campaigns
29. “Knowing a customer had been looked at a particular hotel several
times online, I asked if she had a specific reason for returning to
that one hotel and it opened a whole new conversation. I told the
customer about some offers due to expire in a couple of days and
the result… a confirmed booking and a happy customer”
Contact Centre Agent
79. Breakout session two
• The Bar
Online/offline media – the customer journey
Jamie Cregan, Research & Planning Director, MC&C
• Arena room (Ground floor)
Predictive Analytics
Bill Fischer, Co-Founder, WorkDigital
• Reading room (Ground floor)
Inspiring people to buy well: how to transform behaviour from
engagement to purchase
Kevin Slatter, Business Director, Data & Analytics, Geometry