1. James Lennon”

3. “we always do the right thing and we never give in”
Our motto…
“we always do the right thing and we never give in”
…we’ve built our reputation on this.
European
division is part of a $3.8bn turnover global organisation with over 15,000 colleagues.
Offices
throughout the
UK including Birmingham and London.
Founded in
1975 in the UK;
now an £87m turnover business with 800
colleagues working with clients in countries throughout EMEA,
APAC and NA.
Working in both private &
public sectors and with organisations in key industry
sectors.

4. We help our clients drive more business value in delivering an Integrated Customer Experience with Data and Digital at the heart of what we do

5. Analysis, Insight & Knowledge Customer and Capability Strategy
Location Optimisation
Tech Integration
& Managed Services
Multi-Channel Campaigns
Consumer
Data
Digital Design & Build

6. REAL-TIME
ALWAYS ON
PERSONALISED
REWARDING
WE’RE Demanding
Brands provide
A joined-up
Experience…

8. 88% 58% 63% ‘IMPROVED CUSTOMER RETENTION & BRAND LOYALTY’
‘JUST BEGINNING TO DEVELOP CUSTOMER EXPERIENCE STRATEGIES’
63%
‘DATA/CUSTOMER INSIGHT CRITICAL TO DELIVERING AN INTEGrATED CX’

11. 1
GET INFORMED…
&
CURRENT CUSTOMER
BEHAVIOUR
CAMPAIGN
PERFORMANCE

12. 2
DESIGN X-CHANNEL CAMPAIGN PLANS AT CUSTOMER / SEGMENT LEVEL

13. 3
GENERATE A VALUE CASE & ROADMAP FOR DOING THIS

14. DISPARATE DATA SOURCES4
INTEGRATE
CLEAN
OPERATIONALISE
DISPARATE DATA SOURCES

15. 5 IMPLEMENT MULTI CHANNEL CAMPAIGNING TOOLS, INCLUDING WEB EMAIL CALL
CENTRE
STORE

16. 6
CONFIGURE AUTOMATED CAMPAIGNING COMPONENTS,

17. RECOMMEND THE NEXT BEST ACTION FOR THE INDIVIDUAL…7

18. 8
…AND CREATE AND EXECUTE PERSONALISED MULTI-STAGE CAMPAIGNS

19. 9
MONITOR AND OPTIMISE IN LIFE (REAL TIME OR BATCH) AND CREATE A CONVERSATION HISTORY

20. 10
REVIEW PERFORMANCE AND FEEDBACK RESULTS AND GET READY FOR THE NEXT THING

21. SUMMARY 1-2-3 1 2 3 4 5 6 7 8 9 10 EVALUATE PLAN IDENTIFY VALUE
INTEGRATE
CONFIGURE 10 6 7 8 9
1-2-3
AUTOMATE
RECOMMEND
EXECUTE
MEASURE
OPTIMISE