listening in real-time
Post on 08-Apr-2017
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Introducing Southern Africa’s Leading Customer Engagement Hub
Forrester: Campaigns are Dead“Marketing campaigns are dead. Why? Because people despise and distrust push-style marketing methods that interrupt or intercept them — 49% of consumers don't trust digital ads; 38% don't trust emails; and 36% don't trust information in branded apps. What consumers want is genuine value from their interactions with brands, but most marketers fail to deliver it.”
Forrester Research “Beyond The Campaign: Deliver Real-Time Customer Value”www.forrester.com/Forresters+Forum+For+Marketing+Leaders/-/E-EVE6159
Channels are disconnected• Provided by different vendors• Some old, some new• Never designed to work together
Data is disconnected• No single master database • Batch processes• 80% of analytic time is collecting
and formatting data
Expectations are high• Clients demand marketing that
engages across all channels:•Connect Physical AND digital Programs•Maximize your great creative
The Challenge
The New WayLeave your systems, data and touch points where they are.
All you need is a hub.
Consumer Engagement Hub
How can we orchestrate a
completely connectedreal-time journey …across all THIS?
Journeys, not campaigns• Singular in purpose• Journeys and sub-journeys• Identifies comments, events
& non-events across data sources• Understands “the individual”
Not a touch point• All revolves around the
customer, not the system• Understands “the individual”
Agnostic, and future-proof• Agnostic - Connect to an any
touch point, system or data• Orchestrates without “owning”
Not another database• Connects to your EXISTING data
sources in real-time• Assembles a virtual on-demand
data view “of one”
Integrate, without implementation• Cloud-based• Pre-built adapters & listeners
Visual design environment• Interactive whiteboard• Configuration, not coding• Collaborative environment
Makes real-time, real• All functions (listen, understand,
decide, act) occur in real-time
The Basic Principle: All you need is a listening hub
Solving the impossible…Rapidly deliver upon the promise of interactive digital journeys
• Any channel(s)• No programming• True real-time• Nothing to rip/replace
Journey Map
Journey Executio
n
Platform ConnectivityAdaptors Make the Complex Simple
Social channels• Twitter• Facebook• Tumblr• Linkedin• YouTube• Blogs, reviews
Other Channels• Mobile Apps• Websites• E-commerce• Kiosks, Tellers• Phone calls• File systems• Email/SMS• Databases
ListenDatabases• SQL, Oracle, • DB2, Sybase, • Informix, JDBC
Files/Systems• ODS• FTP
NoSQL• Cassandra• MongoDB• Hadoop/Hbase• AWS Redshift
GatherModels• R, SAS, SPSS• PMML,MathML• Jscript• Excel• Web services
Decision Rules• Logic, Trees• State tables
Simulator• Distributions• MonteCarlo• Replays
EvaluateMessages• Native email• ExactTarget• Amazon SES• GoogleMail• Responsys• SMS gateways• Urban Airship
Services• Web services• TCP/IP• Web content• Push
notifications
Alert & Respond
Feedback• SOA links to • Applications• Websites/Apps• Channels
• Reporting data• Tracer data• Simulator data
• AWS Reporting• Jaspersoft• Analytics portal
Improve
InfoXplorer Real-Time Customer Listening & Engagement Hub
EXEC
UTE
INFO
RMO
BSER
VE
e.g. rich analytic resource for optimization
e.g. personalized offers, surveys, instructions
e.g. “always-on” automation
e.g. drag & drop, template library
e.g. case-based, Monte Carlo, hybrid
e.g. business rules, arbitration, real-time scoring
e.g. purchases, carts, complaints
e.g. channel IDs, behavior, demographics
e.g. location, proximity, weather
e.g. social, web, apps, files, i-Beacons
e.g. clicks, hovers, scrolls, actions
e.g. huge library, plus JSON, SOAP, REST APIs
Orchestrate at an Individual LevelEvery Customer's engagement can be different
InfoXplorer Real-Time connects and analyses data across EVERY interaction along a Journey
Agency's can now efficiently leverage existing marketing applications to drive conversions
InfoXplorer Real-Time
Agile Journey Orchestration Process… that allows brands to…
…across their existing touch points, systems and data.
Real-time Customer Engagement Hub
orchestrate customer journeys and experiences
Real-time Connectors
Biz Req & Journey Mapping
Deploy Journeys
Real-time Test &
Feedback
Connect Design Execute Refine
InfoXplorer Real-time Engagement Hub Capabilities
Where do you want to listen?
What do you want to listen for?
Real-time Sources
Real-time Analysis
Real-time Content
Real-time Comments
What would you like to do with it?
What would you like to say?
Personalized Offer
Helpful Information
Analyze Sentiment
Assess Influence
Calculate Ability to Purchase
Check Inventory
$
How would you like to react?
Reply Directly
Reply Elsewhere
Initiate Process
Update Database
Real-time Actions
Request More Info
Thank
Escalate
Listen Decide
AlertOther
Categories
Solicitation of Advice
Competitor
My Brand Match to Customer DB
Understand
InfoXplorer Real-time Connections
Campaign Management
Web ContentManagement
DatabaseBI Tools3rd Party Data Enrichment
CRM & Call Center
SocialReal-time Context
Our Platform
We’re really good listeners.
We listen to customers, clients, consumers (anyone who wants to be heard, really) and then make real time decisions which inform immediate actions and help you deliver the kind of marketing solutions that drive engagement, not just numbers.
Example: Proactive Listening on Twitter
Isolate target Tweets and write them to file and/or data base for processing and reporting
Listen1
Arbitrate via real-time data, rules and predictive models the “best-next-
action”
Decide3
Immediately initiate a personalized response or
action
Act4
Match ID and analyze if this is customer in your
database
Understand2
Anonymous: data-driven conversion
Display
SEM
SEO (term)
Owned
Direct
Digital Media
analysis
Onsite Sign-Up
Messaging about online
account
Web browsing & device
type
Pop-Up Offer / Paid Ad for Online
Account
WEBSITE VISIT(S)
Incoming source data (Display, SEM, SEO term, direct, referral) is stored in customer db against new anonymous cookie and used to determine messaging hierarchy
Anonymous web behaviour & device type (computer vs mobile) are also captured over time
Relevant pop-up offer / paid ad triggered by InfoXplorer Real Time decision engine when web behaviour and/or device rules are met
At signup registered user profile is connected to all historic anon data
Historic anon data used to determine which incoming sources and pop-up offers are driving best conversion
Agencies use our platform to…
Build a
incremental and immediate
brand new revenue stream
that is with little to no risk to getting started.
Sticky recurring solution revenue
Monthly “always
-on” stream from
active journey
s
Package up your “IP”
Additional ongoing services revenue
Update active
journeys
New journey
s
New touch points
The Key
Tell me more
New revenue from
… then, extend to new clients.
No big up front
costs
Monthly “pay as you go” (SaaS)
No long term
contracts
Stop anytime. Not
even a cancellation
fee.
No new headcou
nt
Use your existing
resources. No
programmers required.
Nothing to install
Cloud-based deployment.
No IT headaches.
All the road blocks are gone
InfoXplorer Real-Time Packaged Solutions
Cross-Industry Consumer Engagement Solutions
Real-time Recommendations
Digital Social Concierge
Web tracking &Individualization
Life-stage Triggers
Real-timeLoyalty
Automotive
Web Research TrackingSetup Test DriveSocial ConciergeService EngagementLife Changing EventsRepurchase Process
Retail
Personalize RecommendationsReal-time Abandoned CartShipment TrackerDigital Dressing RoomSocial Anthropologist TrackerDigital “Loyalty” Closet
Health CareBehavioral EngagementProduct RecommendationsDigital LoyaltyMobile App Integration
Travel & Hospitality
Real-time Survey/SatisfactionMobile Loyalty PromotionsReputation Monitor AlertsSocial/Digital ConciergeSocial e-Commerce
Industry Specific Solution Stacks
InfoXplorer Real-Time Summary
• Turns journey maps into executionDesign connect execute refine
• No risk to take to approach accountsZero $ commitment, free demo prof services
• Agile, fast to deploy Just 3-10 weeks
• Visual environment replaces programmingUse your existing staff; Or use our prof services
• Rock solidProven at volume, at scale, rigorous review.
Call us ….We’re waiting to help you
0861 000 452
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