1BOXEVER.COM | Hello Boxever
say hello to Boxever
Make every customer interaction smarter
02 03Hello Boxever | BOXEVER.COM BOXEVER.COM | Hello Boxever
Seven years ago we set out to deliver
smarter customer interactions - and game-
changing customer experiences.
We’d come a long way by the beginning of
2018. We were working with some of the
most innovative companies on the planet.
We were processing more data than iTunes
and Spotify combined on their behalf. And
we were just months away from having our
decisioning engine recognised by Gartner.
But nothing ever changes by staying the
same. It was clear there was more to do.
Customers were changing at speed - and
so was marketing itself.
Over the last year we’ve embarked
on a period of discovery. We talked to
marketers, IT professionals, data scientists
and e-commerce managers to find out
precisely what we needed to do to help our
customers lead in customer experience.
Here’s what you told us. Our platform
needed to open up more AI opportunities.
It needed to be as easy for marketers to
use as it was for seasoned IT-types. It
needed more powerful testing, compliance
and governance features. And, because our
technology is no longer the preserve of
just one team in the business, we’d need to
offer improved consultancy and services to
help a range of business teams make the
most of it.
So 2018 became a year of evolution. We
rebuilt our decisioning engine - Engage -
from the ground up, and thought long and
hard about how to push the service we
offer to our valued customers even further.
From a revamped user interface to a new
partnership programme, this document
gives just a flavour of what we have in
store for 2019.
We’re ready to continue playing our
part while you strive to deliver the best
experience in the world, whether you’re
chasing profitable network expansion or
optimising contact centre efficiency, we’re
on hand to support your vision with a
range of tools that help deliver customer
inspiration at speed and scale.
Goodbye yesterday’s interactions.Hello inspiring experiences.
S
I N T R O D U C T I O N
Dave O’Flanagan CEO, Boxever
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A USER INTERFACE FOR ALL
Goodbye endless complexity. Hello joined-up strategyExisting decisioning tools limit access to a select
few. The result? Marketers can’t do what they’re
best at. Teams can’t work together. Campaigns take
months to roll-out.
Engages’ decisioning “canvas” and “workbench”
change all that with an intuitive, structured interface
that empowers everyone to design personalisation
models. Whether using simple tables or drag
and drop charts, all your teams will have a clear
view of how your decisioning is configured. What
that means: closer collaboration between cross-
functional teams on strategy and implementation,
and quicker optimisation and deployment.
Oh, and no need to fret coders: from Javascript and
Python to FEEL and Boxever’s DSL, there’s massive
scope for experienced users under the hood.
AI AT YOUR FINGERTIPS
Goodbye disconnected logic. Hello AIDelivering consistent omni-channel customer
experiences depends on one thing more than any
other: connected AI. But all too often AI is left
disconnected from data and decisioning.
Engage makes powerful connections with all your
AI under one roof. With just a few clicks it connects
your existing or future AI (whether that’s the likes
of TensorFlow, IBM Watson and Einstein or your own
logic) to your personalisation technology.
POWERFUL TESTING
Goodbye fire and forget. Hello build, test and learnWhen you need more data, other tools limit your
choices. When you need real-time performance
updates, they make you wait. And when you need
complete transparency, they hide the full picture.
Engage will give you unparalleled control with
testing, analytics and integrations that allow you
to reduce the testing and deployment cycle from
months to minutes, spot errors and inefficiencies
earlier, and see ROI faster.
Test up to four decision model variants in production
– and three in draft – with A/B/N. Refine strategies
before rolling them out across your customers with
champion/challenger. Simulate how your models will
perform with silent and sample testing. Regardless
of the option you choose, Engage helps you compare
and scale new ideas dynamically, quickly and safely.
You’ll always be sure you’re taking the right actions
with the right customers.
Hello Boxever | BOXEVER.COM04
New era, new product.
E N G A G E , R E F R E S H E D
Engage - our decisioning engine - has been given a radical overhaul. More power. More scale. More speed. More usability. Here’s what to expect with a refreshed Engage.
BOXEVER RECOGNISED BY GARTNER
In 2018, Gartner named us in its first ever
Personalisation Engine Magic Quadrant. It
did that on the strength of the massive leap
forward recent upgrades to Engage made
possible for airline customers. With more than
400 personalisation and customer experience
tools in the market today, we’re delighted to be
recognised as one of the top 18 vendors in the
space.
WHAT IS ENGAGE?
Boxever is a personalisation
platform that helps make
every interaction smarter.
Sitting right at the heart
of that platform is Engage,
our decisioning engine.
It quickly and efficiently
unifies your decisioning
in one place, allowing
you to automate what
actions to take with every
single customer based on
thousands of behavioural,
transactional or operational
data points. It does all that
across every channel in
real-time.
06 07Hello Boxever | BOXEVER.COM BOXEVER.COM | Hello Boxever
A D V E R T I S I N G
Boxever unleashes hyper-effective
digital advertising powered by
automated, precise decisions based
on customer data. Our AI engine
makes your media spend much more
efficient by making sure only the
right customers see your content.
It helps convert bounced traffic by
presenting regular site visitors with
relevant offers elsewhere. And it
helps you target new passengers
by creating “look-a-like“ audiences
based on characteristics they share
with passengers you already know.
M O B I L E M A R K E T I N G
We help you offer value, inspiration
and convenience to customers
through personalised interactions
directly on their smartphone. We
can help you deliver hyper-relevant
messages specific to their precise
location using geofence technology,
too.
D I S R U P T I O N M A N A G E M E N T
Adverse weather conditions. Strikes.
Fuel shortages. Political instability.
Unexpected maintenance. A huge
range of issues can contribute
to service disruption and risk
reputation and relationships. We
help you respond to an issue the
moment it occurs, automating smart
messages and offers to customers to
make sure you look after those that
matter most.
S L I C K , E F F I C I E N T C O N T A C T C E N T R E
Contact centres are uniquely
placed to deliver high-value
interactions. Boxever gives your
agents the insight they need to
make the right calls in less time,
increase engagement and deliver
better results. By integrating with
telephony systems and drawing on
existing and real-time customer
data, it identifies customers that
need priority attention and advises
agents on what they want even
before they call. It makes intelligent
recommendations on the best actions
to take to deliver a smooth, bespoke
service - and help you achieve your
operational excellence targets.
D Y N A M I C P R I C I N G
Looking to maximise revenues by
setting prices based on demand? We
make it possible by allowing you to
automate pricing decisions for each
and every customer based on real-
time customer and operational data.
T U R N B R O W S E R S I N T O B U Y E R S
Looking to turn web visitors into
real, paying customers? We can
help. Whether it’s delivering urgency
messaging to encourage ticket
purchases, recovering sales from
abandoned carts or retargeting
bounced traffic with relevant content
online, we put behavioural and
operational data to work to improve
both engagement and acquisition.
A I R L I N E S P E C I A L I S T S
B O O S T I N G R E V E N U E S
Boxever takes the deepest, most
accurate understanding of your
customers and turns it into product
and content recommendations
that increase ancillary and retail
sales. Our machine learning engine
optimises these recommendations in
real-time so customers receive the
most relevant content whenever and
wherever they’re browsing.
Hello Boxever | BOXEVER.COM06
Reimagining solutions, to customer challenges
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Enhanced expertise for our customers
ACCOUNT MANAGEMENT We established a dedicated
account management function
in 2018. The team works closely
with customers to undertake
planning and conducts quarterly
business reviews to assess
mutual progress, mitigate risk and
identify new growth opportunities
together. It also works hand-in-
hand with Boxever’s product and
customer success teams to make
sure all our work is joined-up and
reflects the strategy we’ve agreed.
THOUGHT LEADERSHIP
To make sure we deliver
excellent support and results
for customers, we’ve developed
a thought leadership philosophy
that is closely linked to how
our products work and what
our customers want to achieve.
Built on best practice and expert
industry knowledge, our initial
focus will be on empowering
customers to use machine
learning and AI to optimise
decisioning and deliver truly 1:1
personalisation.
BOXEVER ACADEMY The all-new Boxever Academy
gives your teams the tools
they need to use our platform
on their own. The Academy
comes in two parts: learn about
optimising the Boxever Platform
including e-learning, videos,
recipes, tutorials and in-app
“live” support; and e-learning
and classroom training to help
you build deeper expertise. The
latter is backed-up by a formal,
industry-recognised certification
programme to help you map skills
development in your organisation.
PRODUCT DESIGN PROGRAMMEOur Customer Product Design
Programme gives you complete
visibility of our product roadmap
and allows you to shape our
platform to make sure it meets
your needs. It offers a simple way
to share ideas, experiences and
insights with us - whatever your
experience level. You’ll get early
access to new features, too.
EXPANDED SERVICES We’re expanding our services
even further to make sure
customers get maximum value
from our platform. In 2019
customers can look forward to:
‒ New analytics that more
clearly show the value Boxever
generates
‒ Recommender and modelling
capabilities
‒ A retainer model for customer
success services that sees us
do the heavy lifting for your
marketing initiatives
‒ Additional “premier” technical
support, including mentoring
sessions
With the introduction of a new
range of Engage features - and
the increasing use of our product
by teams other than IT and
marketing - we’ll be redoubling
efforts in 2019 to provide
additional help, support and
advice to our customers.
Our team of world-class
technologists will be available to
help you achieve your objectives
and use our platform to the best
possible effect. Whether we’re
helping induct regional teams
on how to use the “canvas”
or chipping in to a five-year
personalisation strategy, we’ll
always help you push for more.
We recognise however that
expertise is a prized resource
- especially in an area where
technology is still relatively
nascent and new ideas emerge
every week. With that in mind,
we’ve launched a new partnership
programme that brings a range
of specialist partners onboard
to both help maximise Boxever’s
value and offer wider range
of consultancy services. It’s
early days, but recruits to the
programme include:
The Lumery, a full-service
martech agency based in
Melbourne, Australia.
Cognizant, a digital consultancy
that helps you engage your
customers better by helping
you evolve your applications,
platforms and infrastructure
to meet the needs of a modern,
efficient digital enterprise.
Conversocial helps organisations
deliver the highest levels of
customer experience with a range
of digital products, services and
consultancy services. They’re on
hand to work with our customers
to improve customer care and
reduce handling times.
PA R T N E R S H I P P R O G R A M M E
T H E P A R T N E R S H I P P R O G R A M M E , I N B R I E F
Boxever’s new
partnership
programme is
designed to help you
turbo-charge your
customer experience.
A range of partners
are onboard: systems
integrators and
agencies to help
you extract more
value from your tech
stack; and strategic
consultants to
provide specialist
support on improving
customer engagement
and commercial
performance.
Your Boxever experienceengaging you in new waysCustomer experience is just as important to us as it is to you: here’s what you can expect when working with Boxever
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Boxever is a personalisation
platform that uses data and AI to
help the world’s most innovative
airlines make every customer
interaction smarter.
We do this in two ways.
Firstly, we bring together data
from all the channels, tools and
databases across their business
to build rich and accurate profiles
of their customers.
Then we use AI to interpret that
data and automate decisions
about how to personalise every
single customer interaction. It
joins-up interactions across every
channel based on a customer’s
history, what they’re doing “in
the moment” and what a business
wants to achieve - all in real time.
From website to email and from
SMS to contact centre, Boxever
decides the what, why, where and
when.
The result? Personal, relevant
and valuable experiences for
customers that lead to improved
engagement, lower acquisition
costs and accelerated conversion
for the business.
About Us
H E R I TA G E
We’ve been helping companies revolutionise how they engage customers since we were founded in 2011. Seven years on, we’re now recognised by Gartner as a leading player in personalisation and ranked by Forbes alongside Google, Apple and Amazon as one of the most powerful examples of AI in use today.
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1 Hello Boxever | BOXEVER.COM
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Boxever by Industry
Airlines
Gaming
Insurance
Retail
Banking
Utilities
Telcos and CSPs
Travel
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Boxever: Ashford House, Tara Street, Dublin 2 Phone: (01) 443 3103 Email: [email protected] Web: Boxever.com