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Webinar
February 8, 2017
Never miss another revenue opportunity
How personalization increases sales for LCCs
Your hosts
Gene Quinn
Co-Founder
& Producer
Tnooz
Martin Cowen
Contributing Editor
& Moderator
Tnooz
Poll no. 1
Where are you located?
Poll no. 2
What travel business segment do you represent?
| Boxever.com
NEVER MISS ANOTHER REVENUE OPPORTUNITY
How Personalization increases sales for LCCs
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Our Presenters
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Ru Barry Head of Product
Strategy at Boxever
John Callan VP of Marketing
at Boxever
Aurelius Noell Director of eCommerce &
Commercial IT
for Viva Aerobus
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The change is fast, the impact dramatic, the payoff real
Boxever drives + 10’s of millions in revenue for our customers
Some Customer Stats:
"Thanks to Boxever, we can now offer our customers even more personalized interactions, which have
already resulted in a revenue uplift in the hundreds of thousands of dollars.”
- Aurelius Noel, Director of Commerce and Commercial IT, Viva Aerobus.
+60% Increase in NPS
Scores
7x CTR Rates
Increased
4.5x Conversion
Rates Increased`
+4.3% Additional Revenue
Per Month
(after 2 months)
4-8 Weeks
to Value
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Realize additional revenue opportunities
TRAFFIC
VALUE
Landing
page
Search Booking Payment Manage
Booking
Check-in Fly
Customer Journey
Conversion
probability Site traffic
Your knowledge
about customers
Revenue Opportunity
Conversion
probability
11
| Boxever.com
Landing
page
Realize additional revenue opportunities
VALUE
TRAFFIC Search Booking Payment Manage
Booking
Check-in Fly
Customer Journey
12
Your knowledge
about customers Additional Revenue
Opportunities Site traffic
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When it’s done right,
customer experience pays huge dividends…
just a 10% improvement in customer
experience translates to $600 million
for an airline
‘The Business Impact of Customer Experience 2012’ – Forrester Research
$600 MILLION
Great experiences increase sales…
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3 Questions
11
Would you personalize
more if you knew more
about your customer –
not just their web history?
Are you able to adapt
your offers based
on your customer’s
experience, right now?
Are you still waiting
for Big Data projects
to produce results
you can use?
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Personalize with All Your Data
Real time, Transactional, Behavioral Customer Data
Customer Data
Operational Data
Product Data Connect All Your Data Create a singular, contextual
and dynamic view of each
customer
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Personalize like an online retailer
Customer
Insights
Performance
Analytics
Connect All Your Data Create a singular, contextual
and dynamic view of each
customer
Personalize 1:1 . Enable predictive offers that adapt
in the moment – for true 1:1
interaction beyond inserting
<<name>>
Engage Across
Every Channel Activate a coordinated
customer experience with
precise attribution and
deliver at scale
Real time, Transactional, Behavioral Customer Data
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Quantum Jumps in Value and Capability with Boxever
Build/Time
Boxever Cloud
True 1:1 Personalization
At Scale
Micro
Segmentation
Macro
Segmentation Mass
Merchandising
Smart offers based on
market, origin,
destination…
Predictive Segments Product offers adjusted in near real-time to
targeted segments based on lookalike behavior
Omni-channel context &
1:1 offers in real-time
Most LCCs Are Here Today
Capability/Value
Data Initiatives
Some Mature FSLCs Here
(SCV + Some Activation)
Build-It-Yourself
Poll no. 3
What are your top priorities for personalization?
Poll no. 4
When are your customers most likely to buy
additional products and services?
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Viva
Aerobus: The Journey to
Personalization
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The market challenges
18
“If you're a frequent flier and you
still get generic offers in 2017 then
something has gone wrong” How do you deliver a
true 1:1 experience that
“wows!” when you have
an audience of millions?
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The market challenges
19
Cost reduce cost,
deliver revenue
Scalability we needed a solution
that can grow as fast
as our company
Highly
competitive
marketplace
The Big Question:
How can I make use of
the data I already have?
Speed data initiatives needed to
deliver value fast
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The business challenges
20
Drive
more traffic
More user
friendly
experiences
Payment step
is smoother a tidy shop and nice
products
The future of Pricing: How do we offer dynamic pricing through
1:1 Personalization environment in the
future?
Increase
conversion rates
through conversion
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What we considered:
21
Build it yourself - which is
expensive, takes a long time,
is risky, and may not be as
effective as commercially
available solutions
Use a generic marketing
cloud - which is also
expensive, complex, and
does not have pre-built
airline specific capabilities
Do nothing - which
leads to missed
revenue and
competitive
weakness
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How did Boxever help Viva Aerobus?
22
Cost Scalability Cloud solution
Platform: CDP: Customer
Data Platform
PPE: Predictive
Personalization Engine
Customized Applications
of the Platform Use Cases: 6 in 6 months!
Speed
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Ancillary Upsell
Urgency messaging
Cash payment reminder
Failed payment reminder
Abandoned cart
How did Boxever deliver?
23
01
Additional revenue
within weeks of
implementation
(Boxever pays for itself =ROI)
02
Lower Acquisition costs, expanded
sales per customer (at time of
purchase through higher cart value
and post-sale with add-ons), improved
retention rates, increased NPS scores
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Rejected Payment recovery
Urgency Messaging
Ancillary Upsell
Abandoned Cart
Examples
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How did Boxever deliver?
25
Results
• NPS increase ~60%
• 6 new Personalized
Applications in 6 months
• Sample of revenue uplift:
Significant incremental
revenue in 1 week
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The Future
26
How we do it
(The journey to personalization) Create a single comprehensive view of
your customers and prospective customers
Micro segmentation and 1:1 personalization
Omni Channel - Email and Web and more
OMNICHANNEL PRESENCE IS A KEY GOAL
Digital Marketing
Best Practice: • Segmentation, personalization and targeting
• Identity
• Orchestration
• Predictive analytics including lead scoring
Poll no. 5
Which data initiative is most likely in your
organization today?
Poll no. 6
What are your priorities for data-related business
challenges today?
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Boxever Demonstration
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Frequently Asked Questions
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“I run our email program.
Does Boxever work with email?”
Yes. Boxever enables existing email partners, to deliver Omni
Channel Personalisation. Boxever is not an Email Tool,
but works with your own.
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“We have a DMP partner,
is Boxever a DMP?”
Yes. Boxever is a 1st party DMP (Data Management Platform).
It enables syncs to DSP platforms, to deliver Omni
Channel Personalisation.
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“Does Boxever work
with Social Media?”
Yes. It enables syncs to Social Media platforms, to deliver
Omni Channel Personalisation
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“We have a Loyalty database,
can Boxever work with it?”
Yes. Boxever consumes customer data from all your databases
to enrich your Single Customer View and deliver Omni
Channel Personalisation
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“We have a Web Optimisation
Tool, is Boxever relevant?”
Yes. Boxever can enhance your existing tools, as well as integrate
directly into your website, to deliver richer Personalisation.
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1. Connect All Your Data:
Boxever connects all of your historical,
transactional and real-time behavioral data
into a singular view that puts the customer
at the center of your business
2. Personalize 1:1:
Boxever applies AI to build personal
profiles, understand real-time behavior,
identify like-minded segments and
anticipate customer intent
3. Engage Across Every Channel:
Boxever activates and adapts omnichannel
offers in the moment, while capturing
precise attribution and analyzing
performance to make every interaction
smarter
The path to increased sales with personalization
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Some of our Customers..
Q & A
