T W z àöä á TÜtÇç{tÄ á t [öüéå ^ äöçáöz Excel Customer Digital Experience Real time, personalised and omni channel PROVICE Informatika, 2016 1
Az Insurance Királyságban boldogan éldegélt a Királyfi az aggregált adatokon alapuló webanalítikai riportjai között Head of Digital Channels 5 találós kérdés Ismerjük az ügyfeleket, akik megnézték a termékeinket, de NEM VÁSÁROLTAK? Az ONLINE és az OFFLINE adataink ÖSSZEKAPCSOLHATÓK a felhasználói élmény és a kommunikáció optimalizálása céljából? Összekapcsoltuk már a valósidejű és a historikus adatokat, hogy VALÓSIDEJŰ PERSZONALIZÁLÁST nyújthassunk? Integráltuk e már az ONLINE CSATORNÁK adatait a BACK OFFICE RENDSZEREINKKEL? Tudunk e szegmentálni, a/b tesztelni illetve perszonalizálni az EGYEDI FELHASZNÁLÓI VISELKEDÉSADATOK alapján? Chief Executive Officer 2
What are the biggest marketing challenges you expect to face in the next two years? Omni Channel Personalized Real Time Source: Forrester s Q1 2016 Global Cross Channel Campaign Management And Enterprise Marketing Software Suites Forrester Wave Online Customer Reference Survey PROVICE Informatika, 2016 Hej, nagy búnak eresztette fejét a Kiskirályfi! Ezekre a felvetésekre nem tudta a megoldást 3
Master the Digital Transformation Optimize Customer Experience Accelerate Innovation Modernize Operations Provice Digital Experience Platform REAL TIME PERSONALIZED OMNICHANNEL 4
Enhancing the Customer Experience 1. Customer journey issue identification Identify problems hidden bumps on a website for seamless digital experience 2. Individual channel preferences Coherent communication via preferred devices at preferred times of day 3. Improving customer help and support Deliver joint value by pushing extremely timely offers of your partners 4. Opening up partner opportunities Develop insight such as the previous interactions of individuals to make customers appreciated, supported 5. Increasing acquisition rates Attract new customers by communication based on their previous visits, interactions 1. Customer analytics Individual level insight is essential to deliver tailor made services 2. Customer led product development Search and browse behavior provides information to adjust offers, change messages, forms on a website 3. Maximize return on marketing investments Understand which marketing activities are driving sales at the full customer lifecycle 4. Optimize channel efficiencies Combine channel usage with customers preference information to make best use of the channels 5. Risk and fraud profiling Maximizing Business Efficiencies Understand potential fraud patterns for early interventions 5
1. Next best action Increasing Customer Engagement Understand and deliver the next best action via the most appropriate channel for an individual 2. Email and app personalization Personalize email / application content and offers based on that individual s search, browse and interaction behavior to improve engagement and encourage cross sell 3. Real time website personalization Bring data together about current and previous online interactions with other customer data such as current life stage and customer history to ensure true, real time, one to one personalization 4. Hot leads into the call center Push information about purchasing indicative behaviors into the call center to follow up with a customer friendly call 5. Multi variate testing Understand how to engage online visitors and maximize website effectiveness and conversion rates to gain even more value Köszönöm a figyelmüket! Veréb, Elemér CEO PROVICE +36 20 335 3637 6