Shrinking budgets, difficulty tracking customers due to the death of the third-party cookie, and ever-rising consumer expectations. These are some of the macro trends we expect will affect Marketing in 2023. Do any of these trends resonate with you? Maybe all of them? Maybe it’s probably time to consider the potential of conversational marketing. Conversational marketing is making it easier for consumers to engage with brands, and for businesses to have better insight into customers' needs and preferences. In this session, we'll explore how companies are tapping into the benefits of conversational marketing and the results they're starting to see.

1. KEYNOTE
Chris Stewart
HEAD OF EMEA NORTH
MESSAGEBIRD
The Future of Marketing is
Conversational: How to Better Engage
your Customers with Conversational
Marketing Strategies
LONDON, UNITED KINGDOM ~ AUGUST 31 - SEPTEMBER 1, 2023
DIGIMARCONUK.CO.UK | #DigiMarConUK

2. Conversational
Marketing
The next era of customer
Engagement

3. Meet Claire
A valuable potential customer

4. Expresses
interest in a
product

5. sees ads on
other
websites for
the shirt

10. Email: claire@email.com
Cookie ID: 34153
Updates: Yes
Promotions: Yes
Interest: Blouses

11. Why is it so hard? Silos lead to poor experiences, and
increasing costs
Channels and
Tools
Process
People, Team
and KPI’s
Data
Silo #1 Silo #2
Silo #4
Silo #3

12. MessageBird believes in a world where
communicating with a business feels as natural as
communicating with a friend.

13. FACE TO FACE WEBSITES APPS
MAIL/PHONE
The next era of customer
engagement is now
BUSINESS MESSAGING
Personal engagement at scale on people's
preferred messaging channels, powered by AI
1:35 PM
I’m looking at RoadFast tires for
my road bike. Do you ship to my
location?
Yes, we do! I’ll go ahead and place
that order for you. 1:36 PM

14. Where people and businesses intersect, connect
and grow together
MESSENGER
FEED STORIES SHOPS AD
GROUPS AR / VR REELS

15. Messaging complements your
existing marketing strategy
EXISTING CAMPAIGN BUSINESS MESSAGING

16. DISCOVERY
CONSIDERATION
PURCHASE
SERVICE
RE-ENGAGE
Businesses reported that it performs
better than legacy channels
61%
Average increase
in number of leads
with Meta Business
Messaging vs. legacy
solutions
+53%
Meta Business Messaging has
higher conversion rates:
SMS
+61% Email
+87% Other apps
22%
Higher order
value due to Meta
Business Messaging
54%
Improvement in agent
productivity when
moving customer care
inquiries from legacy
channels
51%
Customer retention
rates before Meta
Business Messaging
64%
Customer retention rates
after Meta Business
Messaging
Source: Meta Business Messaging for Marketing and Sales, a commissioned study conducted by Forrester Consulting on behalf
of Meta, December 2022

17. WhatsApp Monthly Active Users
Source: WhatsApp Internal Data, Q4 2022.
ITALY
51M
FRANCE
43M
GERMANY
67M
SPAIN
41M
UK
56M
WhatsApp is deeply embedded
in global populations
USA
81M
BRAZIL
180M
MEXICO
103M
INDONESIA
192M
INDIA
602M

18. People on the most-loved
messaging apps
+3 Billion
Source: 1. Meta data, February 2022
Messaging
businesses is a
way of life around
the world

19. RETAIL
Propel customer journeys with conversation
DISCOVERY CONSIDERATION PURCHASE SERVICE RE-ENGAGE

20. commerce
experience in-
thread
More advanced product discovery with localized
inventory, pricing and flexible categories/collections
More intuitive product consideration and cart
operation
Seamless address management and payments1
JioMart

21. H1 2023
Drive discovery of the channel with our new
business search functionality.
Making messaging more
useful for people and
businesses

22. Updated Login & Appointment
Booking experiences
Ride Hailing Flight Check-in
WhatsApp Extensions
Late 2023/ 2024

23. 01
Phone IVR
Expand exposure
of IVR deflection of
WhatsApp to
100% of callers.
02
Website
Entice users to
message and not
call.
03
In-App
Entice users to
message and not
call.
04
QR Codes
Make print
advertisements
and videos active
entry points.
05
wa.me
short links
Create a short link
for use in business
materials.
06
Ads that click to
WhatsApp
Use paid ads on Facebook,
Instagram, and more with a
click that opens a WhatsApp
chat to reduce calls and offer
unique experiences.
Where do people connect with
businesses using WhatsApp?
MEET CONSUMERS WHERE THEY ARE
You can turn just about any channel into a WhatsApp touchpoint. Financial services customers want
support and information that’s available on demand — and messaging meets that need. With
WhatsApp, you can add seamless, intuitive entry points to your website, social media presence, and
online ads. Here are a few of the most common entry points:

24. Paid entry points
Instagram ads that click to
WhatsApp
Discovery placement
Ad that clicks to WhatsApp on Instagram or
Facebook
Content format
Image and text
Observations
One tap/click: “Send Message” button (also called
call-to-action/CTA button) will open WhatsApp
conversation.
Drives leads: To reach users outside of a business’
own/organic properties. To reach new leads and
potential new customers. Strong targeting available.

25. Paid entry points
Product packaging & Out-of-home
(OOH) advertising
Discovery placement
QR code on product packaging or number placed on
billboards, subway signs, and other OOH locations
Content format
Text/QR code
Observations
Easy offline access: Users scan the QR to connect
without entering the number into their device.
Might be new to some users: Include the number
alongside the QR code.
Massive reach and exposure.
A traditionally non-active entry point (billboard)
becomes an active entry point.

29. Name: Claire Miller
Email: claire@email.com
Phone: (555) 567-8912
Address: 343 Sunflower Ln, London W60
4VI
Interest: Blouses
Satisfaction: High

30. Let's continue the conversation at Meta HQ in
London on Thursday 5th October