DATA-DRIVEN PERSONALISATION Your Key To Exceptional Customer Experience Webinar – 21st April, 2016 at 11:00 am – 11:45 am (IST) Veer Bothra Chief Innovation Officer Netcore Solutions Jaimit Doshi Chief Sales & Marketing Officer Coverfox Insurance @veer @jaimitd copyright 2017. Netcore Solutions: For Internal Circulation Only

THINGS TO REMINDER Tweet Question Slides & Recording Use below hashtags and handle to tweet during the webinar @netcoresolution #NetcoreWebinar #smartech #marketingautomation Please use the chat window to ask questions during the webinar You will get an email with slides and recording post webinar

KNOW YOUR CUSTOMER

THE AGE OF THE CUSTOMER Customer is CONNECTED, MOBILE, SOCIAL and INFORMED… COST PER REACH of digital messaging is very low And therefore, volume of digital messaging a customer receives is very high SIGNAL-TO-NOISE RATIO is worsening by the day Due to this the Customer is likely to only react to PERSONALISED MESSAGING BRAND CUSTOMER

DIGITAL ERA LEADS TO PERSONALISED MARKETING Hi Puja, Thank you for stopping by our website. Mass Marketing Segmented Marketing Personalised Marketing

1. Unified View Of Customer 3 PRINCIPLES OF MARKETING AUTOMATION 1. Unified View Of Customer Integrate data spread across silos Enrich with 3rd party data

2. Cross-channel Automation 3 PRINCIPLES OF MARKETING AUTOMATION 2. Cross-channel Automation Email SMS Voice Push Notifications

3. Data-Driven Personalisation 3 PRINCIPLES OF MARKETING AUTOMATION 3. Data-Driven Personalisation Profile Behavioural Social

Facebook Custom Audience INDIVIDUAL v/s GROUP Individual Facebook Custom Audience Retargeting Ad-tech Activity tracking Group Social Listening Ad Networks Segmentation Social - Facebook, Twitter etc Owned - Website, Mobile App Advertising - Search, Display, Native, Video

COLLECT AND CONNECT DATA Mobile # Email ID Cookie Token ID Facebook ID Voter ID Aadhar # To create a 360 degree view of the customer, it is necessary to record every customer interaction and capture every data point Build a central database of customers and prospects Demographics Psychographics Sociographics Customer Context Location Access type (device, browser, app)   Proximity to physical outlets Environment (weather, temperature) Customer Insights Contact center transcripts and notes Social media – Facebook, Twitter, Blogs Online forums and boards

DATA-DRIVEN PERSONALISATION To foster LONG-TERM RELATIONSHIPS, personalisation is a must Sustained competitive advantage can be created only by providing a high quality CUSTOMER EXPERIENCE. Personalisation reduces COST OF ACQUIRING and retaining customers. It leads to LONG-TAIL MONETISATION.

IMAGINE A DEDICATED SALES REP FOR EVERY CUSTOMER “With companies… able to collect and control information on the entire experience of a customer, the math house now can focus on each customer as an individual. In a manner of speaking, we are evolving back to the artisan model, where a market ‘segment’ comprises one individual.” - Ram Charan

A conversation between Mr Veer Bothra and Mr Jaimit Doshi “ “ DATA-DRIVEN PERSONALISATION A conversation between Mr Veer Bothra and Mr Jaimit Doshi

Experience the Smartech demo, give a missed call on “ “ Q/A Experience the Smartech demo, give a missed call on +91 22 6199 9807

We will email the recording and slides to you soon  “ “ Thank you for joining We will email the recording and slides to you soon  www.netcore.in