Nan Russell - InMoment - Omni-channel integration in the customer experience: the journey continues
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Transcript of Nan Russell - InMoment - Omni-channel integration in the customer experience: the journey continues
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The Not-So-Distant Future | © 2014 InMoment, Inc. 1
Omni-Channel Integration in the Customer Experience: The Journey Continues
Presented by: Nan Russell, Head, Global Centre of Excellence
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The Not-So-Distant Future | © 2014 InMoment, Inc. 2
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The Not-So-Distant Future | © 2014 InMoment, Inc. 3
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The Not-So-Distant Future | © 2014 InMoment, Inc. 4
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The Not-So-Distant Future | © 2014 InMoment, Inc. 5
We Capture Moments. To Drive Business Improvement. In Real Time.
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The Not-So-Distant Future | © 2014 InMoment, Inc. 6
Capture and report customer experiences so business can act in the moment: live, mobile tools
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The Not-So-Distant Future | © 2014 InMoment, Inc. 7
Using Multi-Market, Multilingual Programmes
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The Not-So-Distant Future | © 2014 InMoment, Inc. 88
To Keep the Customer at the Heart of the Experience
• In-store• Online• Click & Collect• Delivery
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The Not-So-Distant Future | © 2014 InMoment, Inc. 10
Providing a Single Customer View Across Each Brand Touch Point
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The Not-So-Distant Future | © 2014 InMoment, Inc. 11
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The Not-So-Distant Future | © 2014 InMoment, Inc. 12
New Omni-Experience Customer Expectations Have Emerged
Know Me
Show Me
That You Know
Me
Enable Me
Value Me
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The Not-So-Distant Future | © 2014 InMoment, Inc. 13
It’s a Me thing.
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The Not-So-Distant Future | © 2014 InMoment, Inc. 14
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The Not-So-Distant Future | © 2014 InMoment, Inc. 15
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The Not-So-Distant Future | © 2014 InMoment, Inc. 16
How Beacons Work
Near
ID = 7ID = 7
ID = 3
Web Application
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The Not-So-Distant Future | © 2014 InMoment, Inc. 17
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The Not-So-Distant Future | © 2014 InMoment, Inc. 18
The one rule for me is that technologies will succeed if they make the customer experience better.
Whilst technology moves at pace, human demands and desires do not change. The retailers that will succeed are those that harness technology to make shopping easier, more convenient and ultimately more inspirational for the customer.
Laura Wade Gery, Marks & Spencer
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The Not-So-Distant Future | © 2014 InMoment, Inc. 19
Retail
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The Not-So-Distant Future | © 2014 InMoment, Inc. 20
Infinite Aisle
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The Not-So-Distant Future | © 2014 InMoment, Inc. 21
Quick Checkout
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The Not-So-Distant Future | © 2014 InMoment, Inc. 22
Proximity-Based Marketing
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The Not-So-Distant Future | © 2014 InMoment, Inc. 23
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The Not-So-Distant Future | © 2014 InMoment, Inc. 24
Omni-Expectations and Existing CRM tools
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The Not-So-Distant Future | © 2014 InMoment, Inc. 25
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The Not-So-Distant Future | © 2014 InMoment, Inc. 26
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The Not-So-Distant Future | © 2014 InMoment, Inc. 27
Create the Opportunity to Deliver on Omni-Expectations:
Relevant Recognition In the Moment Socially Connected Appreciation of Me
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The Not-So-Distant Future | © 2014 InMoment, Inc. 28
‘In a world of connected devices the coupon will count – but stories will be magical.’ beekn.net
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The Not-So-Distant Future | © 2014 InMoment, Inc. 29
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The Not-So-Distant Future | © 2014 InMoment, Inc. 30
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The Not-So-Distant Future | © 2014 InMoment, Inc. 31
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The Not-So-Distant Future | © 2014 InMoment, Inc. 32
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The Not-So-Distant Future | © 2014 InMoment, Inc. 33
Create BetterExperiences
Tell better stories
Thank You