©2014 Epsilon. Private & Confidential Why true digital transformation must take place across the entire banking enterprise Digital Banking Summit 2015 June 9, 2015
Why true digital transformation must take place across the entire banking enterprise
Aug 06, 2015
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©2014 Epsilon. Private & Confidential
Why true digital transformation must take place across the entire banking enterprise
Digital Banking Summit 2015
June 9, 2015
2
Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
in the financial services landscape Tectonic shifts
1: Changing consumer expectations and behaviors molded by non-bank experiences
2: Channel proliferation: more media, devices, and disruption 3: Digitization of business and society in general 4: The data deluge 5: The world moves faster than ever
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Digital touchpoints are becoming the primary ways consumers interact and transact with their banks
o Paying bills o Generating feedback
o Checking balances o Looking for information
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Experience & engagement how consumers feel
is shaped by FI abilities to match their digital expectations
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Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Enterprise-wide digital data transformation The connective tissue between customer understanding and delivery of desired experiences and engagements
6
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved. Single customer view
Connecting systems and processes to optimize customer-centric touchpoints in a consistent way: from cross-channel to omnichannel
+
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
The Reality: Many consumer touch points are siloed – resulting in an inconsistent customer experience.
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
?
Data about experience and end engagement isn’t available when and where you need it in order to recognize & acknowledge and connect with a customer
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Impersonal, functional, one-size-fits-all content is not designed to make an emotional connection with a customer
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psilon Data M
anagement, LLC
. All rights reserved.
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Providing a connected, robust customer experience is a significant challenge.
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Data
Real-time Technology
We deliver real time data at every interaction - stitching together data that’s first party & third party —online and offline, emotional and engagement—authenticated and anonymous to create a robust marketing ecosystem.
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Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Data
Real-time Technology
Inspiring Creative
Our insight-infused, technology-aware marketing ideas & content drive atomic moments of truth.
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Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Data
Real-time Technology
Inspiring Creative
Digital Experiences
Our digital platforms are built to share data & content across interaction points
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Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Data
Real-time Technology
Inspiring Creative
Digital Experiences
Our Insights and Analytics can unlock the full business value ($) that stronger brand connections can deliver.
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
How to do it
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psilon Data M
anagement, LLC
. All rights reserved.
Share Pay Resolve problems Return Purchase Compare Research Select brand Identify need
Comms Chat/ consultation Offers Reviews Solution
details Case studies How to Thought leadership
Business needs
Reward Retain Win-back Cross-sell Upsell Engagement Activation Onboarding Prospects
Customers and prospects – all different, expect a fluid journey as they interact with your brand,
across multiple channels and touch points
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Unknown prospect/customer
Identify
Business needs Offers
Purchase
Onboarding
How to
Activation
Research Select brand
For example, a prospect is going to be evaluating brands, researching, learning, evaluating – and ultimately experiencing transacting with your brand for the first time – a very important moment.
Prospects
Thought leadership
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psilon Data M
anagement, LLC
. All rights reserved.
An identified customer already has a relationship with your brand where we are trying to drive revenue, satisfy needs and be a valuable partner as their business evolves. Identified/loyal customer
Purchase
Reward Upsell
Case studies Solution details Reviews Offers Chat/
consultation
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
While they are also conducting activities, consuming content and moving along the lifecycle like the prospect, their path and how they navigate the environment is quite different. Identified/loyal customer
Purchase
Reward Upsell
Case studies Solution details Reviews Offers Chat/
consultation
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
The solution
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psilon Data M
anagement, LLC
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Fluid journeys
Rewarding experiences
Brand messaging
Transactional moments
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psilon Data M
anagement, LLC
. All rights reserved.
Take a global marketing platform
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psilon Data M
anagement, LLC
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That is deeply integrated within all systems
Profile management
Program administration
Rewards engine
Transaction processing
Offer management
Real-time decisioning
Points engine
Liability management
Partner management
Web services
Real-time calculations
Reporting and analytics
Global marketing platform
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Global marketing platform
Master profile
Content authoring and management
Extended into the entire digital experience
Text and rich media content source
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Global marketing platform
Master profile
Content authoring and management
Serving enhanced experiences based on behavioral, 1st party and 3rd party data
Analytics
Integration layer
3rd party data sources
Analytics
Profile and audience information
Text and rich media content source
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Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Global marketing platform
Master profile
Content authoring and management
Integration layer
3rd party data sources
Made more relevant by targeting solutions
Analytics
Text and rich media content source
Profile and audience information
Business rules and content testing
Personalization rules, testing and automation
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Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Global marketing platform
Master profile
Content authoring and management
Integration layer
3rd party data sources
And extended into outbound channels
Targeting Touchpoints and interactions
Business rules and content testing
Analytics
Text and rich media content source
Profile and audience information
Personalization rules, testing and automation
Omni-channel communications
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Copyright ©
Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Global marketing platform
Master profile
Content authoring and management
Integration layer
3rd party data sources
Enabling meaningful conversation at every touch point across the lifecycle
Business rules and content testing
Touchpoints and interactions
Analytics
Text and rich media content source
Profile and audience information
Personalization rules, testing and automation
Omni-channel communications
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
Business outcomes
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Epsilon 2015 E
psilon Data M
anagement, LLC
. All rights reserved.
• Comprehensive Strategy – have a plan, your work will be more efficient
• Roadmaps, Program management, measurable goals
• Reduced time to market
• Cohesive Marketing messaging - Content Strategy,
• Improved Call to Action (CTA) results
• For all channels
• Effective spend of your marketing dollars
• Ability to personalize experience for registered & anonymous users (DMP & Analytics)
• Improved analytics (DMP & Analytics) provide new detailed data points for analyzing
• Improved business decisions
• Improved reporting – measurable KPIs
• Quicker reactions to positive and negative events
Business Outcomes
Presented by: Garner Andrews 770-367-4027
For more information: Jessica Carney 214-263-5742
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