How we can help you orchestrate true customer journeys

1. Introducing Southern Africa’s Leading
Customer Engagement Hub

2. Forrester: Campaigns are Dead
“Marketing campaigns are dead. Why? Because people
despise and distrust push-style marketing methods that
interrupt or intercept them — 49% of consumers don't
trust digital ads; 38% don't trust emails; and 36% don't
trust information in branded apps. What consumers
want is genuine value from their interactions with
brands, but most marketers fail to deliver it.”
Forrester Research “Beyond The Campaign: Deliver Real-Time Customer Value”
www.forrester.com/Forresters+Forum+For+Marketing+Leaders/-/E-EVE6159

3. Channels are disconnected
• Provided by different vendors
• Some old, some new
• Never designed to work together
Data is disconnected
• No single master database
• Batch processes
• 80% of analytic time is collecting
and formatting data
Expectations are high
• Clients demand marketing that
engages across all channels:
• Connect Physical AND digital
Programs
• Maximize your great creative
The
Challenge
The New Way
Leave your systems, data and touch points where they are.
All you need is a hub.
Consumer Engagement Hub
How can we
orchestrate a
completely connected
real-time journey …
across all THIS?

4. Journeys, not campaigns
• Singular in purpose
• Journeys and sub-journeys
• Identifies comments, events
& non-events across data sources
• Understands “the individual”
Not a touch point
• All revolves around the customer,
not the system
• Understands “the individual”
Agnostic, and future-proof
• Agnostic - Connect to an any
touch point, system or data
• Orchestrates without “owning”
Not another database
• Connects to your EXISTING data
sources in real-time
• Assembles a virtual on-demand
data view “of one”
Integrate, without implementation
• Cloud-based
• Pre-built adapters & listeners
Visual design environment
• Interactive whiteboard
• Configuration, not coding
• Collaborative environment
Makes real-time, real
• All functions (listen, understand,
decide, act) occur in real-time
The Basic Principle:
All you need is a listening hub

5. Solving the impossible…
Rapidly deliver upon the promise of interactive
digital journeys
• Any channel(s)
• No programming
• True real-time
• Nothing to rip/replace
Journey
Map
Journey
Execution

6. Platform Connectivity
Adaptors Make the Complex Simple
Social channels
• Twitter
• Facebook
• Tumblr
• Linkedin
• YouTube
• Blogs, reviews
Other Channels
• Mobile Apps
• Websites
• E-commerce
• Kiosks, Tellers
• Phone calls
• File systems
• Email/SMS
• Databases
Listen
Databases
• SQL, Oracle,
• DB2, Sybase,
• Informix, JDBC
Files/Systems
• ODS
• FTP
NoSQL
• Cassandra
• MongoDB
• Hadoop/Hbase
• AWS Redshift
Gather
Models
• R, SAS, SPSS
• PMML,MathML
• Jscript
• Excel
• Web services
Decision Rules
• Logic, Trees
• State tables
Simulator
• Distributions
• MonteCarlo
• Replays
Evaluate
Messages
• Native email
• ExactTarget
• Amazon SES
• GoogleMail
• Responsys
• SMS gateways
• Urban Airship
Services
• Web services
• TCP/IP
• Web content
• Push
notifications
Alert & Respond
Feedback
• SOA links to
• Applications
• Websites/Apps
• Channels
• Reporting data
• Tracer data
• Simulator data
• AWS Reporting
• Jaspersoft
• Analytics portal
Improve

7. InfoXplorer Real-Time Customer
Listening & Engagement Hub
EXECUTEINFORMOBSERVE
e.g. rich analytic resource for optimization
e.g. personalized offers, surveys, instructions
e.g. “always-on” automation
e.g. drag & drop, template library
e.g. case-based, Monte Carlo, hybrid
e.g. business rules, arbitration, real-time scoring
e.g. purchases, carts, complaints
e.g. channel IDs, behavior, demographics
e.g. location, proximity, weather
e.g. social, web, apps, files, i-Beacons
e.g. clicks, hovers, scrolls, actions
e.g. huge library, plus JSON, SOAP, REST APIs

8. Orchestrate at an Individual Level
Every Customer's engagement can be different
InfoXplorer Real-Time connects and analyses data across EVERY interaction along a Journey
Agency's can now efficiently leverage existing marketing applications to drive conversions
InfoXplorer
Real-Time

9. Agile Journey Orchestration Process
… that allows
brands to…
…across their existing touch
points, systems and data.
Real-time Customer
Engagement Hub
orchestrate customer journeys
and experiences
Real-time
Connectors
Biz Req &
Journey
Mapping
Deploy
Journeys
Real-time
Test &
Feedback
Connect Design Execute Refine

10. InfoXplorer Real-time Engagement Hub
Capabilities
Where do you
want to listen?
What do you
want to listen for?
Real-time
Sources
Real-time
Analysis
Real-time
Content
Real-time
Comments
What would you
like to do with it?
What would you
like to say?
Personalized
Offer
Helpful
Information
Analyze
Sentiment
Assess
Influence
Calculate
Ability to
Purchase
Check
Inventory
$
How would you
like to react?
Reply
Directly
Reply
Elsewhere
Initiate
Process
Update
Database
Real-time
Actions
Request
More Info
Thank
Escalate
Listen Decide
Alert
Other
Categories
Solicitation of
Advice
Competitor
My Brand
Match to
Customer
DB
Understand

11. InfoXplorer Real-time Connections
Campaign
Management
Web Content
Management
DatabaseBI Tools
3rd Party Data
Enrichment
CRM &
Call
Center
SocialReal-time
Context

12. Our Platform
We’re really good listeners.
We listen to customers, clients,
consumers (anyone who wants
to be heard, really) and then
make real time decisions which
inform immediate actions and
help you deliver the kind of
marketing solutions that drive
engagement, not just numbers.

13. Example: Proactive Listening on Twitter
Isolate target Tweets and write them to file and/or
data base for processing and reporting
Listen1
Arbitrate via real-time data, rules and
predictive models the “best-next-
action”
Decide3
Immediately initiate a
personalized response or
action
Act4
Match ID and analyze if this is
customer in your database
Understand2

14. Anonymous: data-driven conversion
Display
SEM
SEO
(term)
Owned
Direct
Digital
Media
analysis
Onsite
Sign-Up
Messaging
about
online
account
Web
browsing
& device
type
Pop-Up Offer
/ Paid Ad for
Online
Account
WEBSITE VISIT(S)
Incoming source data
(Display, SEM, SEO term,
direct, referral) is stored
in customer db against
new anonymous cookie
and used to determine
messaging hierarchy
Anonymous web
behaviour & device
type (computer vs
mobile) are also
captured over time
Relevant pop-up offer / paid ad
triggered by InfoXplorer Real
Time decision engine when web
behaviour and/or device rules
are met
At signup
registered user
profile is
connected to all
historic anon data
Historic anon data
used to determine
which incoming
sources and pop-up
offers are driving best
conversion

15. Agencies use our platform to…
Build a incremental and
immediate
brand new
revenue stream
that is with little to no risk to
getting started.
The
Key
Tell
me
more
New revenue from
… then, extend to new clients.
All the road blocks are gone

16. InfoXplorer Real-Time Packaged Solutions
Cross-Industry Consumer Engagement Solutions
Real-time
Recommendations
Digital Social
Concierge
Web tracking &
Individualization
Life-stage
Triggers
Real-time
Loyalty
Automotive
Web Research Tracking
Setup Test Drive
Social Concierge
Service Engagement
Life Changing Events
Repurchase Process
Retail
Personalize Recommendations
Real-time Abandoned Cart
Shipment Tracker
Digital Dressing Room
Social Anthropologist Tracker
Digital “Loyalty” Closet
Health Care
Behavioral Engagement
Product Recommendations
Digital Loyalty
Mobile App Integration
Travel &
Hospitality
Real-time Survey/Satisfaction
Mobile Loyalty Promotions
Reputation Monitor Alerts
Social/Digital Concierge
Social e-Commerce
Industry Specific Solution Stacks

17. InfoXplorer Real-Time Summary
• Turns journey maps into execution
Design  connect  execute  refine
• No risk to take to approach accounts
Zero $ commitment, free demo prof services
• Agile, fast to deploy
Just 3-10 weeks
• Visual environment replaces programming
Use your existing staff; Or use our prof services
• Rock solid
Proven at volume, at scale, rigorous review.

18. Call us ….
We’re waiting to help you
0861 000 452