The Future is now! Are you ready for it? Gavin Laugenie Head of - PowerPoint PPT Presentation

The Future is now! Are you ready for it? Gavin Laugenie Head of Strategy & Insight @Gavygav

What is the future?

Under the hood of our A.I. Image categorization & tagging Blue 99% Jacket 83% Hood 81% Outdoor wear 79% Waterproof 78% Picture (brand) 77% Polar Tec 75% Zephyr 73%

Under the hood of our A.I. Colour extraction and abstraction White Green Beige Blue Pastels Gold Black Brown Gray Red

Men’s Jacket Parka-inspired Winter Black Crows GORE-TEX 3L Fish-tail cut Corpus Jacket Hooded Full protection

Google RCS

WhatsApp?

The future is now!

38% 42% 25% of marketers say say budget and who say strategy data is a challenge resource and leadership for them. *DMA Marketer tracker 2019

Poor data + Poor strategy + Poor tech

= I don’t know what the F*ck I’m doing

Ask yourself the following • Is your technology up to scratch? • Do you have the right strategy in place? • Are you utilizing the right data to optimize both?

5 Pillars of ecommerce Retain Data Insight Engage Convert Sync your customer, order, Build rich profiles to Talk to customers on Deliver a better Increase LTV with post- and product data. understand customers. the channels they use. CX and increase ROI. purchase campaigns.

Data

RFM modelling Recency Frequency Monetary

RFM modelling Recency Frequency Monetary The date of last purchase

RFM modelling Frequency Recency Monetary Orders each customer placed with you up until today

RFM modelling Monetary Recency Frequency Sum-up the value of all the orders placed by a customer

RFM modelling Recency Frequency Monetary

Insight

Recognize, Remember, Recommend

Store revenue 300%

Conversions 150%

AOV 50%

Engage

Omnichannel examples SMS Email Push Chat App

Be attention grabbing

Convert

Retain

“ 47% of customers would switch to a competitor within a day of a poor customer experience ” [24]7

Memories last

In summary

In summary • Capture data, and build relevant segments so you can target your contacts • Dive deeper into the data. Recognize, Remember and Recommend • Engage on all channels & Make an impact, be attention grabbing • Make the transaction seamless, and retarget in required • Focus on reviews, leverage the experience, get them to come back

Don’t assume. Don’t think creative first. Think data first @Gavygav

Thanks