Mobile, social, cloud and data have changed the way consumers shop and engage with brands. The new rules of customer engagement for business offer huge opportunity to grow business rapidly while introducing new efficiency in the operations and supply chain. Here we talk about the challenges, opportunities and the way forward for brands to engage with customers and partners according to the newly evolved rules driven by mass consumer technologies.

1. Go deeper
DEPTH MAKES A DIFFERENCE
The Changing Rules of
Customer Engagement

2. Rapidly Evolving Digital Ecosystem
Customer Engagement – Reflecting
Digital Transformation & Consumerization
Customer Engagement - New Rules
Adaptation Strategy
Architecting for Digital Transformation
CONTENTS

3. Rapidly Evolving Digital Ecosystem
Beyond pockets to Cars, Homes, Factories & Sports!
Mobile Usage Hits 1b in Ten Years
Mobility – Catalyst For Social, Analytics & Internet
Digital Generation Crave Content, Connection &
Meaningful Engagement
Mobility

4. Reflecting
Organizational Silos
Lack of a single “Record of Truth”
Disjointed Decisions
Incoherent Engagement across touch points
Legacy Customer Engagement
Organisation
Service
Loyalty
Marketing
Sales

5. Digital Transformation
Mobile Device Explosion
Emergence of the Cloud
Maturity of Social Networks
Democratization of Data
What Has Changed?

6. New Rules of Customer Engagement
New Paths to Purchase
Relevance Please!
Recognize Your Customer
Employees & Partners
Are Consumers too
New Rules

7. Gearing up to play by the new rules…
Mobility Strategy
Integration Strategy
Analytics Strategy
E-Commerce Strategy
Security & Compliance Strategy
Unification of Data
Holistic Approach to
Customer Engagement
Unified Data
Analysis
Platform
Customer
Analytics
Marketing
Analytics
Merchandis
ing &
Planning
In Store
Operations
Analytics
Supply
Chain
Analytics
Predictive
Analytics
Operational
Analytics
Social
Media
Analytics
MIS,
Dashboards
&
Scorecards

8. Adaptation
Anticipate
Travel - Depart
Travel - Arrive
In Resort
Relax
Travel - Depart
Travel - Arrive
Feedback, Share & Re-engage
Search & Plan
Shortlist & Share
Book
Inspire & Dream

9. Architecting for Digital Transformation
Front/Mid/Back Office
Mobile
E-commerce
Analytics
B2C B2B
Services
Stores
CRM
Social
Website
Performance
Personalisation
Engine
Recommendations
Engine
Responsive
Design
Digital Marketing
Integration
Content
Security Compliance

10. @KonradEmpacheruk.linkedin.com/in/konrade
Go deeper
DEPTH MAKES A DIFFERENCE
Thank You!
Konrad Empacher
Business Development Director
Sonata Software Limited