This webinar focused on mobile commerce strategies for engaging Millennial customers. It discussed trends like personalization versus customization, wearables, digital storytelling, location-based deals, and new "buy button" features. A panel of experts from Key Lime Interactive, Marriott International, and an omnichannel strategist discussed these topics, how mature retailers and hotels are in implementing them, whether Millennials are driving new approaches, and how brands can provide the best mobile experiences.

1. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
KEY LIME INTERACTIVE
TRAILBLAZER SERIES
September 15, 2015
CX Strategy: mCommerce
and Millennials

2. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
This webinar will focus on these topics related to
Millennials (Born 1981-97) and CX/UX:
● Personalization vs. Customization
● Wearables
● Digital storytelling
● Location-based deals / Geo-location / Beacons /
NFC
● New buy button trend (on Twitter, Facebook and
soon, Google)
AGENDA

3. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
TODAY’S SPEAKERS
Ania Rodriguez, CEO
Key Lime Interactive
● Inc5000 Highest Ranked UX
Firm (930 of 5000)
● South Florida Business Journal
Fastest 50 Companies (#6)
● Personal: 40 under 40, 2015
Enterprising Women of the
Year Winner
Stephanie Slobodian, Mobile UX
Director
Marriott International
● 17 years of experience in UX
● Former IBMer, NPRer, &
Critical Mass-er
● Designed websites and apps
for Google, NPR ONE,
NPR.org, NPR Music, Planet
Money, Gucci, Hallmark,
Mercedes Benz, USAA and
Marriott.
Cat Brunson, Omnichannel Strategist
● 25+ years of experience in CX/UX
● Worked with top brands including
Belk, Microsoft, Eddie Bauer, and
Lowes
● Sweet Spot: Internet of Things,
Omni-channel, & Global Retail

4. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
STATE OF mCOMMERCE
Velocity of mCommerce?
Relation to Omni-Channel strategy?
Are we in the “Now” age?
[Millennials]

5. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
DESIGNING FOR MILLENNIALS
Should companies be
designing for Millennials?
“Product-Out” View vs.
“Outside-In” View?
Gallup Study: Millennials
Most Trusting on Safety of
Personal Information?

6. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
While personalization systems predict users’ needs
and preferences, customization empowers users to
design their own experiences.
Maturity of Retailers? Hoteliers?
Barriers to making this happen? Infrastructure?
Data Governance?
Is predictive analytics really there? How do
companies operationalize the mCommerce
experience when Millennials have a “bring it to
me” need.
Webrooming vs. Showrooming?
PERSONALIZATION & CUSTOMIZATION

7. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
Who is doing interesting work?
Are Millennials using wearables?
Key Lime Interactive’s research shows
Millennials seek wearable apps focus on
improving the overall on-location (in-store /
at hotel) experience, as well as building
loyalty. Thoughts?
WEARABLES

8. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
DIGITAL STORYTELLING
How does Storytelling support users
during the stages of the customer
journey? [Awareness, Consideration,
Purchase, Retention, and Advocacy]
New Study from “Think with Google” says
that there is an “opportunity for brands
to be there” via micro-moments with
Dads as they turn to Digital in their
“Moments of Need”. How do do you think
Digital Storytelling will help?

9. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
2014 marked the start of a bigger play for
retailers as they were busy rolling. This
holiday season is “game time”, or is it?
Will they overwhelm Millennials?
Creating Noise?
85% of retailers will be competing for
customer experience in 2016.
LOCATION-BASED DEALS/ GEO-
LOCATION/ BEACONS & NFC

10. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
New York Times article says that goal
of new simple buy buttons aims to
entice mobile shoppers? Thoughts?
Consideration for Millennials?
Will it make them less loyal to brands?
How to keep Millennials engaged?
How do you ensure that you present
the best experience always?
NEW BUY BUTTON TREND?

11. CX Strategy: Millennials & mCommerce Webinar, 9/15/15
THANK YOU!
Any ?s: marketing@keylimeinteractive.com