accelerating customer engagement in...
TRANSCRIPT
Accelerating Customer Engagement in Retailwith Slalom’s
2016
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3,800+17 marketsSeattle, WA
International reach.Local expertise.Combining strategic insightand technology know-how
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CUSTOMER ENGAGEMENT
Differentiated Digital Experiences
Marketing Execution
Customer Centric Organizational Alignment
Customer Innovation Facilitation
DELIVERY
LEADERSHIP
Program Management
Portfolio Management Project Management
Business and Technical Analysis Quality Assurance
Agile Delivery
INFORMATION
MANAGEMENT & ANALYTICS
Data Visualization and Discovery Information
Strategy Analytics Data Management
Business Intelligence
STRATEGY &
OPERATIONS
Strategy Advisory
Business Transformation
Process OptimizationTECHNOLOGY ENABLEMENT
Software Engineering
Next Generation Infrastructure
Portals and Collaboration
CRM
ORGANIZATIONAL
EFFECTIVENESS
Change Management Learning
Organization Design Talent
Culture Lead and Adopt
Change
DIGITAL
Digital Strategy Interactive Engineering
Experience Design Product Incubation
Our people have deep knowledge and experience in Slalom’s core competencies, driving amazing outcomes for our clients.
Expertise.
Strategy.
Results.
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700+ 70+40+400+
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- Jeff Bezos
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Seamless Customer Engagement Drives Loyalty
Social Media
Customer Service
Employee Collaboration
Associate Outreach
M-CommerceFulfillment
E-Commerce
Loyalty
Marketing
Store Visit
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Know and Engage Customers
AFFINITIES &
PERSONAS
• Suggestions
• Segment
• Target
• Customer
Strategies
• Cross-sell
BEHAVIORS
• Life Stages
• Seasonality
• Buying
Patterns
• Channels
DATA
• Purchase
History
• Web Visits
• RFM
• Store
Interactions
Differentiate Products and Services by Customer Persona
Claire• Bi-annual
shopper
• Shops sales
• Business Basics
• Kids
Avery• Frequent
shopper
• Trend setter
• Business and
personal
• Jewelry
Gary• Frequent
shopper
• Popular items
• Socially
connected
• Watches
Cross Channel Call Center
Automation
Retail Call Center
Consumer Affairs
Loyalty help desk
Web Chat
Mobile SOS (in app support)
Clienteling Templates
Consumer Journeys
Segmentation models
Omni-channel campaigns
Recommendations
Omni-Channel 360 view
Customer Insights/Predictive
Targeted instore outreach
(SMS/eMail/etc)
Targeted lists
My Closet
Consumer Apps
Employee Community
Earned Points or
Experience tracking
Membership tiers
Reward levels
Contact center support
Consumer Community
Consumer App Integration
Clienteling
MarketingCall Centers
Loyalty
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Associates can now have, in
the palm of their hands, a
deep understanding of their
Customer, their purchases,
cross channel interactions, key
metrics, and the ability to have
a more personal relationship
via outreach using branded
templates and messaging.
Slalom’s Industry Expertise + Customer.Connect= Acceleration of your Customer Engagement Strategy
Discovery Analysis Design Implementation
The Discovery period ensures deep understanding of current technology states and capabilities
Defining the Customer Journey allows us to design solutions around elevating your Customer’s experience
By speaking with both Employees and Customers, we can ensure a product that is designed with everyone in mind.
Our analysis process allows us to define a future state direction and prioritization of opportunity areas that deliver value across people, process, technology & information.
Defined processes enable quick, efficient, and thorough implementation
Defining the User Experience and designing with the end user in mind permits us to create slick, beautiful designs that match brand standards for our Clients
Journey Maps support the design, ensuring the most valuable information is at the fingertips of the Users.
Our process ensures rapid development and the ability to go to market quickly.
Leveraging our Accelerator reduces development time significantly
Continuous improvement and Client involvement ensures high quality products
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Getting Started
2 Day Discovery Workshop
Our Discovery Phase is tailored to the customer’s priorities and produces, in weeks, an aligned roadmap that describes the approach, phases, objectives, deliverables.
Q&A
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Managing Director
Ryan PowellPractice Area Director Consultant, CRM & CE
212.947.1700
212.947.1701
201.966.4826
212.947.1700
212.947.1701
212.947.1700
212.947.1701
Office
New York
12 West 21st Street, 7th Floor, New York, NY 10010
(212) 947-1700 (phone) (212) 947-1701 (fax)
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© 2015 Slalom, LLC. All rights reserved. The information herein is for informational purposes only and represents the current view of Slalom, LLC. as of the date of this presentation.
SLALOM MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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