The document discusses how micro-moments and mobile devices are driving more frequent customer interactions and expectations for personalized engagement across channels. It highlights statistics about the growth of mobile usage and the importance of customer experience. The mGage platform is presented as a solution for brands to automate conversational messaging across channels to improve customer journeys and drive revenue.

1. Surash Patel
General Manager, Europe

2. Day of micro-­‐moments
My
bill
is
how
much?;
“I
need
to
speak
to
someone!”
New
coffee
shop;
“Do
you
want
to
grab
a
drink?”
The
sun
is
shining;
“What’s
for
lunch?”
Friend’s
birthday
this
weekend;
“What
shall
I
buy?”
Dinner
tonight;
“Where
am
I
going?”
Time
to
go;
“Taxi
or
bus?”

3. Omni-­‐Channel

4. Mastercard
Customers who shop both online/
offline spend 250%
more on
average.
Source:
Think
With
Google
Macy’s
Omnichannel shoppers 8x more
valuable (than those in single
channels)
Source:
Think
With
Google

5. 7 2 8 9 1 2 2 5 8 4, , ,7 4
Current World PopulaHon
Sources: Apple, Intel

6. 7 4, , ,7 3 5 2 0 1 1 6 0 4
Mobile ConnecHons
Sources: Apple, Intel
iPhone
6
launch
weekend:
Apple
sold
25x
more
CPU
transistors
than
were
in
all
the
PCs
on
Earth
in
1995
Everyone gets a pocket supercomputer

7. The first universal tech product
Every
corporaHon
Every home
and every
desk
Every pocket
Source: Andreessen Horowitz

8. On average it takes a
person 26 hours to
report a lost wallet
On average it takes a
person 68 minutes
to report a lost phone
Source: Unisys

9. The average person checks their phone
221 Hmes per day.
Time spent on mobile devices in 2015
increased by 117% from 2014
Source: Smart Insights

10. So how do you reach your audience
via mobile?

12. CommunicaHon Services used within one week, 2015
(by data exclusives)
Source: Deloi]e

13. The staHsHcs speak for themselves
98%
45%
8X
of all SMS are opened
and read within 5
seconds!
of SMS campaigns are
successful compared
to 6% of email
campaigns.
higher engagement
rate than e-­‐mail
Sources: Mobile MarkeHng Watch, i7 MarkeHng, Media Post

14. Expressive
Asynchronous
Easy to
consume
ConversaHonal
Ubiquitous

15. What does mGage suggest?!

17. 44%
5.5
X
3.5
X
89%
54%
Conversion rate is 5.5 Hmes
higher aber clicking a
personalised recommendaHon
Online shoppers begin
by using a search
engine
Would consider ending
retailer relaHonship if they
are not given tailor-­‐made
relevant content & offers
In 2016, 89% of
companies plan to
compete on the basis of
customer experience
Omni-­‐channel
customers spend
3.5 Hmes more
Why be Customer-­‐Centric?
Source: Emarketer

18. By 2017, 89% of markeHng leaders
expect customer experience to be
their primary basis for compeHHve
differenHaHon
Source: Gartner

19. ‘70% of online consumers
agree that the quality, Hming,
and relevance of a brand’s
message influences their
percepHon of a brand’
Source: Google/Ipsos

20. Messaging
conversaHons
NoHficaHons, feedback
(conversaHons)

21. Brands and SMS
Click & Collect | Basket
Abandonment & Re-­‐targeHng l
Delivery noHficaHons l etc
Retail
Publishing
Travel & Leisure
Healthcare
UHliHes
Finance

22. Communicate Pro
SMS, Push, MMS, Wi-­‐fi, Voice, iBeacons, E-­‐mail, Social, App Chat
The mGage Plaporm
• MOBILE
ENGAGEMENT
• SIMPLE CRM
INTEGRATION
• AUTOMATION

23. Customer Journeys

24. Free SIMs

25. CRM
66202
CRM
Text
‘Order’
or
‘Switch
CRM
Your
name
and
Address?
Name
Address
CRM
Thanks!
SIM
on
the
way
Switch
Order
CRM
Is
this
your
address?
Yes
CRM
Thanks!
SIM
on
the
way
CRM
You’ve
been
switched!
O2
Free
Sims
22%
Conversion
Rate

26. Customer Journeys!

27. CRM
Order
ready
for
collecZon
CRM
A[er
24
Hours
CRM
Reminder
CRM
100M
InteracHons

28. Opt-­‐In
Profiled
customers
Customer
InteracZons
per
month
Customer
InteracZons
for
InteracZve
Service
9M 6M 100MArgos
CX + REVENUE

29. Our Customers

30. thank you
800 + Brands
SMS
3,600,000
per
hour
Push
1,800,000
per
hour
SLA
UpZme
99%
15 Years (Mobile) Experience
40 Billion Interactions Per Year
Surash Patel l General Manager, Europe l sp@mGage.com