Driving Growth with
Omni-channel Marketing in 2019
Presented by
Nalin Goel,
VP - Product, MoEngage
Akshatha Kamath,
Head - Content, MoEngage

In Today’s Webinar We’ll Discuss:
• The need for an omni-channel marketing strategy.
• Single view of customer - A single view of the user’s
lifecycle.
• Drive significant ROI through omni-channel marketing –
Industry examples and best practices.
• How AI and machine learning can boost your omni-
channel campaign performance.

Today’s Digitally Connected World and
Your User
Users switch between
screens to complete
tasks, using an average
of 3 combinations every
day.
Source: Google
Consumers regularly use
more than four touch-
points with a brand
before purchase.
Source: Marketing Week
Customers think brands
need to put more effort
into providing a seamless
experience.
Source: Zendesk
Higher lifetime value for
omnichannel shoppers
than those who shop
using only one channel.
Source: Google
90% 50% 87% 30%

What is Omni-channel Marketing?
Jane Clarke
Visits your retail
store and looks at
shoes.
Downloads your app.
Scans QR code and
buys using your app
to claim 25%
discount.
Visits your website
and looks at t-shirts
but does not buy.
Receives a push
notification on her
mobile about offers
on t-shirts.
Clicks on the
notification and
lands on the app.

Need for an Effective Omni-channel
Marketing Strategy
89% higher customer retention in
companies with an effective omni-
channel engagement strategy.
Source: Invespro
71% of in-store shoppers say that
smartphones are important for their
in-store experience.
Source: Invespro
Only 1 out of 26 unhappy
customers complain – the rest
might just leave.
Source: Esteban Kolsky

Single View of The Customer
Customer
View
on MoEngage
CRM
Website & App
Call-centre DataOffline Data
Website App
Push SMS Email
Social and
Display Ads
PPC

Single View of The Customer:
A Single View of The User’s Lifecycle
Prepaid
Customer
John Doe
Lifetime Value
INR 20,053
Avg. Value
67
Total Transactions
EUR 20,537.00
Transaction History (LTV)
DORMANT
SINCE
5 days ago
LAST SEEN ON
Feb 2, 2018
FIRST SEEN ON
Feb 4, 2015
User Credentials John’s Devices
johnd@kpcb.com
EMAIL
+1 - 234511671
MOBILE NUMBER
• iPhone 7
• iPad 2
• Safari on mobile
• Galaxy S7
• Google Chrome on
• Windows
Mobile Tariffs
LAST PACKAGE VIEWED
Smart home Starter Package
LAST PACKAGE PURCHASED
Mega Deal of the Week
LAST PACKAGE SEARCHED
Navi Mumbai
CITY LOCATION
More About John John’s Top
Activities
Package Viewed
Package Purchased
Recharged

Driving Significant ROI with Omni-channel
Marketing in 2019
Industry Examples, Use Cases, and Expert Tips

The need for omni-channel engagement across
the 4 stages in a user’s lifecycle
Acquire
Activate
Retain
Revenue

How Oasis Enhances In-store Shopper
Experience Using Digital Tools
Oasis is a U.K. fashion retailer that fuses their ecommerce site, mobile app, and brick-and-
mortar stores into a simple shopping experience.
Sales associates
armed with iPads.
Provide on-the-spot,
accurate, and up-to-
date product
information.
Acts as a cash
register.
Place instant orders
for out of stock items
delivered to shopper’s
home.
Plus, shoppers can
download Oasis' app to
supplement their in-
store (or online)
shopping experiences.
Source: Hubspot

Starbucks: Makes Ordering Easier and
Boosts Revenue
Order their coffees while they’re
in line or even earlier.
Pick up once in store and easily pay for
it with Apple Pay or Google Pay.
Also use their Apple Watch to
order, pay, and track their
Starbucks rewards.
Mobile payments reached 29% of transactions.
The Mobile Order & Pay app is also growing every quarter, getting to 8% of a
quarter’s transactions.
Results

35 COUNTRIES
12 BILLION+ MESSAGES SENT
EVERY MONTH
30 BILLION+ EVENTS PROCESSED
EVERY MONTH

Web
Push
Push
Notification
In-app NATIV
Ad Network
Retargeting
Email
Omni-channel Marketing With MoEngage

Marketing That Proactively Engages Users Across
Channels
• Create, visualize and
deploy omni-channel
lifecycle campaigns.
• Deliver personalized
recommendations to
users, increasing
engagement and
revenue.
• Reach users at the
right time through
their preferred
channel.

20% Uplift in Revenue via Telecom
Selfcare App
Omni-channel user engagement across channels to drive usage and transactional revenue on the
self-serve app.
Upsell
Products
Recharge
Reminders
Cross-
promotion
User
Onboarding
User
Reactivation
Install First-
purchase
Reactivate Retain

Tokopedia Improves First-
month User Retention by
60%
Automated User Onboarding – identified
the various steps in a new user
onboarding to brand discovery and
delivered the right message at the right
time at every stage in a user's lifecycle
to eliminate possible chokepoints or
reduce user ambiguity.

AI and Machine Learning in Omni-channel
Marketing

How AI and ML Can Help Marketers
Maximize Campaign Performance
• Facebook and Google ad platforms use machine learning and artificial
intelligence to map target audiences.
• Google AdWords’ automatic auction-based system helps advertisers in
bid optimization.
• AI-powered chatbots remember customers’ visits, past chats, ensure
hassle-free experience.
• 1:1 personalized marketing content for thousands of users at scale across
touch-points.
• Predictive marketing uncovers the most impactful insight by understanding
consumer behavior and activity.

AI and Machine Learning in Digital Marketing
Eliminate the guesswork from your marketing campaigns
with AI and machine learning.

SHERPA: Powerful Machine Learning for
Campaign Optimization
Content Optimization
22%
Higher clicks
Send-time Optimization
35%
10%
14%
Higher conversions
Higher clicks Higher conversions

30% Growth in Revenue for a Leading
Hospitality App
• Purchase propensity mapping to define target segments.
• 1:1 communication personalization across channels (push, SMS,
email).
• Delivery time optimization to maximize reach.
• Combine offline and online user experiences.
Results:
30% Growth in revenue.
10% conversions when call-center enquiry users were engaged via SMS.
India’s leading online booking and hospitality app leverages AI

Omni-channel Marketing Best Practices
for 2019
Take a data-driven approach.
Place customer experience at the center of your marketing strategy.
Understand the role of each channel in your customer’s journey.
Leverage technology and make your marketing ‘Intelligent’.
Measure in real-time.

Omni-channel Marketing Best Practices
for 2019
Strive for consistency.
Empower your in-person representation.
Digitally replicate in-person experience.
Stay agile and be prepared to make adjustments along the way.
Realize that it’s an ongoing effort.

Any Questions?

Thank You
Write to us at hello@moengage.com, if you would like to speak to our
Omni-channel Engagement Specialist.