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XM Asia Adobe Conference Bangkok 161013

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XM Asia Adobe Conference Bangkok 161013

  1. 1. HELLO THE PERFECT STORM WHERE DESIGN AND TECHNOLOGY CAN THRIVE TODAY
  2. 2. WHO AM I MASTERMIND OF CHANGE 39, 15years in the digital business, started as an entrepreneur, works across the entire region and teams around the world, AKQA, Saatchi & Saatchi and now XM Asia (part of WPP) From 2006, have growth XM by 5 times her revenue size, single office to 5 and rebuilt XM into one of SEA‟s most equipped and talented digital networks. © 2013 XM ASIA PACIFIC
  3. 3. WE ARE 500 CHANGE AGENTS Since 1995, talented, progressive, collaborative, flexible. Working across Singapore, Malaysia, Thailand, Indonesia, Hong Kong and across the world. With strong local leadership and in-country expertise. Vietnam, Australia and Korea are the next few markets. Primed for the ASEAN ECONOMIC COMMUNITY in 2015. © 2013 XM ASIA PACIFIC
  4. 4. OUR BELIEVE MAKE. CHANGE. MATTER. We are committed to creating extraordinary experiences unleashed around human behaviour, empowered by technology, to give any brand/business the power to adapt and excel in this ever-changing world. © 2013 XM ASIA PACIFIC
  5. 5. OUR DIFFERENCE We are able to distill your business challenges into a strategy/ solution that is closest to the heart of consumer behaviour where we best impact business performance and ensure future-proofing. Rooted against executional excellence, we seamlessly take strategy to concept to execution and optimisation. © 2013 XM ASIA PACIFIC
  6. 6. TRANSFORMED We believe in working with brands/businesses who want to change. This is when magic happens. These are our clients. © 2013 XM ASIA PACIFIC
  7. 7. ADOBE SOUTH EAST ASIA BUSINESS PARTNER OF THE YEAR 2013 © 2013 XM ASIA PACIFIC
  8. 8. FEATURED “To bring the future to our customers‟ lives and businesses, in a manner that is simple, personalised and enriching, by efficiently and creatively harnessing leading edge technology and delivering a brand of service experience that is relevant and enchanting” © 2013 XM ASIA PACIFIC
  9. 9. © 2013 XM ASIA PACIFIC
  10. 10. POV LEARNING FROM THE CLASSICS © 2013 XM ASIA PACIFIC
  11. 11. TODAY GREAT EXPECTATIONS Dubbed as the „Jesus Phone‟ by the media in 2007, the 1 st generation iPhone together with iOS forever changed the consumer and their expectations altogether to challenge brands/businesses to better provide value and unwavering experiences. We live not only in a connected world but one that is tactile too. © 2013 XM ASIA PACIFIC
  12. 12. TODAY TO KILL A MOCKING BIRD Word of mouth is hypercharged and consumers are sharing everything. Brands/Businesses cannot ignore anymore the power of consumers influence. We need to challenge ourselves to better use data and create value through each interaction. © 2013 XM ASIA PACIFIC
  13. 13. TODAY GULLIVER‟S TRAVEL S Sum of all it‟s parts. Acting SMALL is the new black. With the increasing number of devices and points of interaction, having a microview of the consumers world is needed. Not easy as we all know. © 2013 XM ASIA PACIFIC
  14. 14. TRUST TRUST is the true long term barometer for any brand. And if the top FIVE channels are anything to go by. How much is your brand and business committed to digital initiatives today? OWNED media for that matter. © 2013 XM ASIA PACIFIC
  15. 15. © 2013 XM ASIA PACIFIC
  16. 16. INTEREST Old school mindset of only shouting out loud what you want to sell. The brand with the loudest voice tends to win. To have consumers believe what you say. Madness. © 2013 XM ASIA PACIFIC
  17. 17. COMMITMENT Mapping and committing to creating a value based environment for your consumers takes proper funding, internal change management and constant improving. It‟s the experience they buy into today. And the results are tangible as it directly impacts your brand reputation and bottom line. © 2013 XM ASIA PACIFIC
  18. 18. WHAT I WANT TO ACHIEVE TODAY IS TO CONVINCE YOU THAT DIGITAL IS MORE THAN AN INTEREST. IT IS A COMMITMENT. © 2013 XM ASIA PACIFIC
  19. 19. FEATURED “To bring the future to our customers‟ lives and businesses, in a manner that is simple, personalised and enriching, by efficiently and creatively harnessing leading edge technology and delivering a brand of service experience that is relevant and enchanting” © 2013 XM ASIA PACIFIC
  20. 20. ISSUES Declining margins High customer service cost Low churn Little true value created for the consumers No holistic digital strategy © 2013 XM ASIA PACIFIC
  21. 21. PROOF OF DIFFERENCE One simple human truth and behaviour. SEARCH © 2013 XM ASIA PACIFIC
  22. 22. FIVE POINT STRATEGY AN INTELLIGENT, SMARTER INSTANT* SEARCH SOCIAL CUSTOMER EXPERIENCE CONTEXTUAL MARKETING A CMS FOR SPEED TO MARKET ANALYTICS TO MEASURE, ANALYSE AND OPTIMISE © 2013 XM ASIA PACIFIC
  23. 23. WHAT SEARCH DOES
  24. 24. WHAT SEARCH DOES THE MAXIS ECOSYSTEM
  25. 25. PROOF OF DIFFERENCE LIVING AND ORGANIC A digital experience strategy totally built around consumer behaviour and needs. Created with the use of Adobe to ensure that an intelligent, adaptive and highly responsive digital ecosystem is brought to live. Empowered marketing to reduce time to market, increase customer satisfaction and become smarter with the way they market their services and products. © 2013 XM ASIA PACIFIC
  26. 26. THE TRANSFORMATION © 2013 XM ASIA PACIFIC
  27. 27. USABILITY & EYETRACKING EVALUATE THE EFFECTIVENESS OF TWO VARIATIONS IN SEARCH PLACEMENT LAUNCHED WITH 70% ACCURACY MAPPED AGAINST CONSUMER BEHAVIOUR AND HEURISTICS VERSION 1 • 80% OF PARTICIPANTS TOOK UNDER 12 SECONDS TO NOTICE SEARCH VERSION 2 • ALL PARTICIPANTS NOTICED SEARCH WITHIN 12 SECONDS, WITH AN AVERAGE TIME OF 5.02 SECONDS
  28. 28. HEURISTICS LED TARGETED CREATIVE ON SEGMENTS INTELLIGENT & PREDICTIVE SEARCH PERSONALISED & CONTEXTUALLY DRIVEN POWERED BY © 2013 XM ASIA PACIFIC ADOBE
  29. 29. SUREN NUSATION, COO “DIGITAL IS THE FRONTIER FACING MAXIS. THE COMPANY IS NOT IMMERSED INTO IT AS MUCH AS IT WANTS BUT IN THE ERA OF CONVERGENCE AND DIGITAL, THEY NEED TO BE ENTRENCHED BECAUSE THERE IS WHERE VALUE CREATION WILL BE.” © 2013 XM ASIA PACIFIC
  30. 30. © 2013 XM ASIA PACIFIC
  31. 31. CRITICAL SUCCESS FACTORS C-LEVEL COMMITMENT TO CHANGE C-LEVEL COMMITMENT TO CONSUMERS C-LEVEL COMMITMENT TO DESIGN THINKING C-LEVEL COMMITMENT TO TECHNOLOGY EMPOWERMENT C-LEVEL COMMITMENT TO ACCOUNTABILITY © 2013 XM ASIA PACIFIC
  32. 32. © 2013 XM ASIA PACIFIC
  33. 33. THANK YOU start small think BIG move fast FIND ME TWITTER @PAULSOON LINKEDIN PAULSOON1974 EMAIL PAUL.SOON@XM-ASIA.COM © 2013 XM ASIA PACIFIC

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