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European Lotteries seminar Helsinki 7.6.2011
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Innovating for the Benefit of Retail & Digital Customer
Karri Paavilainen
Vice President, Strategy and Business Intelligence
7.6.2011
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Registered customers
30.6.2011 Innovation for retail and digital channels 2
Registered customers Active accounts
1,3 million
90 %
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Current uses of customer intelligence
• Product development
• actual behavior vs. survey behavior
• Direct marketing campaigns (email, sms)
• next best offer
• Triggered customer messages (email, sms)
• automated reminders for low account balance, subscription period ending…
• Mass-marketing
• target group definition and results measurement
• Website contents
• personalized draw experience, overall content relevancy measurement
30.6.2011 Innovation for retail and digital channels 3
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Key future trends
30.6.2011 Innovation for retail and digital channels 4
Digital surfaces
Social interaction
Personalization
Convergence
Services
Entertainment
Mass-customization
In store applications
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In Store Applications
30.6.2011 Innovation for retail and digital channels 6
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In Store Applications
30.6.2011 Innovation for retail and digital channels 7
D I G I TA L S U R FA C E S
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In Store Applications
30.6.2011 Innovation for retail and digital channels 8
C O N V E R G E N C E
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In Store Applications
30.6.2011 Innovation for retail and digital channels 9
M A R K E T I N G + G A M E S + S E RV I C E S
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In Store Applications
30.6.2011 Innovation for retail and digital channels 10
M A S S C U S TO M I Z AT I O N
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In Store Applications
30.6.2011 Innovation for retail and digital channels 11
P E R S O N A L I Z AT I O N
LOTTO
for mr. Z
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In Store Applications
30.6.2011 Innovation for retail and digital channels 12
S O C I A L I N T E R A C T I O N
Out of store applications
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Out of Store Applications
30.6.2011 Innovation for retail and digital channels 14
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Out of Store Applications
30.6.2011 Innovation for retail and digital channels 15
D I G I TA L S U R FA C E S
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Out of Store Applications
30.6.2011 Innovation for retail and digital channels 16
E N T E RTA I N M E N T
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Out of Store Applications
30.6.2011 Innovation for retail and digital channels 17
S O C I A L I N T E R A C T I O N
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Out of Store Applications
30.6.2011 Innovation for retail and digital channels 18
P E R S O N A L I Z AT I O N
