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