The changing rules of customer engagement

Go deeper

DEPTH MAKES A DIFFERENCE

The Changing Rules of Customer Engagement

Rapidly Evolving Digital Ecosystem

Customer Engagement – Reflecting

Digital Transformation & Consumerization

Customer Engagement - New Rules

Adaptation Strategy

Architecting for Digital Transformation

CONTENTS

Rapidly Evolving Digital Ecosystem

Beyond pockets to Cars, Homes, Factories & Sports!

Mobile Usage Hits 1b in Ten Years

Mobility – Catalyst For Social, Analytics & Internet

Digital Generation Crave Content, Connection &

Meaningful Engagement

Mobility

Reflecting

Organizational Silos

Lack of a single “Record of Truth”

Disjointed Decisions

Incoherent Engagement across touch points

Legacy Customer Engagement

Organisation

Service

Loyalty

Marketing

Sales

Digital Transformation

Mobile Device Explosion

Emergence of the Cloud

Maturity of Social Networks

Democratization of Data

What Has Changed?

New Rules of Customer Engagement

New Paths to Purchase

Relevance Please!

Recognize Your Customer

Employees & Partners

Are Consumers too

New Rules

Gearing up to play by the new rules…

Mobility Strategy

Integration Strategy

Analytics Strategy

E-Commerce Strategy

Security & Compliance Strategy

Unification of Data

Holistic Approach to Customer Engagement

Unified Data Analysis Platform

Customer Analytics

Marketing Analytics

Merchandising &

Planning

In Store Operations Analytics

Supply Chain

Analytics

Predictive Analytics

Operational Analytics

Social Media

Analytics

MIS, Dashboards

& Scorecards

Adaptation

Anticipate

Travel - Depart

Travel - Arrive

In Resort

Relax

Travel - Depart

Travel - Arrive

Feedback, Share & Re-engage

Search & Plan

Shortlist & Share

Book

Inspire & Dream

Architecting for Digital Transformation

Front/Mid/Back Office

MobileE-commerce

Analytics

B2C B2B

Services

StoresCRM

Social

Website

Performance

PersonalisationEngine

RecommendationsEngine

ResponsiveDesign

Digital Marketing

Integration

Content

Security Compliance

@KonradEmpacheruk.linkedin.com/in/konrade

Go deeper

DEPTH MAKES A DIFFERENCE

Thank You!Konrad Empacher

Business Development DirectorSonata Software Limited