Leveraging Call Intelligence for Marketing Domination

Leveraging Call Intelligence for Marketing Domination

@Invoca #OmniMasters

Agenda

• 4:00 PM Registration and Refreshments• 4:30 PM Welcome and Introductions• 4:45 PM Adobe: Winning strategies for omnichannel

marketing• 5:15 PM Progrexion Case Study• 5:30 PM Credit.com Case Study• 5:55 PM Group workshops• 6:10 PM Interactive demo of Invoca’s Call Intelligence

platform• 6:30 PM Wrap-up and Q&A• 6:35 PM Networking Reception

WIFI Network :WIFI Password :


WIFI Network : GLeventsWIFI Password : machinelearning

Let’s get social!

#OmniMasters@ Invoca@ AdobeMarketingCloud@ Progrexion@ 3DayBlinds

Kyle ChristensenSVP Marketing

@kylechristensen

90%of consumers move between multiple devices to accomplish their goals.

Today’s Customer Journey is an Omni-Channel Journey.

Omnichannel is the top priority for CMOs.

Omni-channel leaders outperform all others.

of CMOs are focused on connecting fragmented

campaigns into a complete customer

journey.

61%

SOURCE: PREDICTING ROUTES TO REVENUE, CMO COUNCIL 2016

“50% of consumers who do a local search on their phone visit a store within a day.”

SOURCE: think with Google

Billions 70

%of mobile searchershave clicked to calla business basedon search results.

SOURCE: eMarketer, BIA Kelsey

Mobile Calls to BusinessesMobile Marketing Spend

In an omnichannel world, the customer conversation becomes more important than ever.


Mobile continues to drive more calls than offline.

Omni-Channel Master:A Magical, Customized Travel Experience from Beginning to End

Direct Mail: Vacationers receive FastPass wrist bands in mail before their trip. Web, Mobile, Social: Share excitement on Facebook, and begin planning their experience on Disney’s website or mobile app

Customized Experience: Pre-Trip

Mobile App: Track & edit plans in real-time, provide recommended activities and event updates, while capturing photos and memories

Customized Experience: During & Post Trip

Email, Website, Digital Advertising: Disney sends personalized emails with memories from trip, plus customized offers and retargeting for future vacations.

Omni-Channel Master: A True One-To-One Customer Experience

The customer is met with a relevant message and informed sales rep through every step of the journey – with a message tailored to their specific product interests and personal details.

A seamless customer journey…

Facebook Ad for home security

Customized Landing page matching ad

Quick click-to-call conversion routed to home security sales

rep

Vivint leverages offline data from calls to better personalize their digital follow-up: sending personalized emails and retargeting ads based on what was said during the conversation.

Leveraging offline interactions for online personalization

Omni-Channel Master: Using Digital to Drive In-Store Purchases

From shopping cart abandonment, to Facebook retargeting, to a local Google search, the pair of shoes stays top of mind and drives an in-store purchase.

Consistent digital messages drive offline purchases

So What’s Getting in the Way?

Customer:

Campaign:

ROI:Next

Step:

CALLSEARC

H

EMAIL

SOCIAL

WEBSITE

DISPLAY Unknown

UnknownUnknownUnknown

Today’s marketing cloud applications can’t connect the complete journey.