1. 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 Netcore Solutions: For Internal Circulation Only

2. THINGS TO REMINDER Tweet Question Slides & Recording
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@netcoresolution
#NetcoreWebinar
#smartech
#marketingautomation
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You will get an with slides and recording post webinar

3. KNOW YOUR CUSTOMER

4. 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

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

6. 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

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

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

9. 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

10. COLLECT AND CONNECT DATA
Mobile # 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

11. 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.

12. 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

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

14. Experience the Smartech demo, give a missed call on“ “
Q/A
Experience the Smartech demo, give a missed call on

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