Surash  Patel General  Manager,  Europe

Day  of  micro-­‐moments

My  bill  is  how  much?;  “I  need  to  speak  to  someone!”  

New  coffee  shop;  “Do  you  want  to  grab  a  drink?”  

The  sun  is  shining;  “What’s  for  lunch?”  

Friend’s  birthday  this  weekend;  “What  shall  I  buy?”  

Dinner  tonight;  “Where  am  I  going?”  

Time  to  go;    “Taxi  or  bus?”  

Omni-­‐Channel

Mastercard  Customers  who  shop  both  online/offline  spend  250%  more  on  

average.  Source:  Think  With  Google  

Macy’s  Omnichannel  shoppers  8x  more  valuable  (than  those  in  single  

channels)  Source:  Think  With  Google  

7 2 8 9 1 2 2 5 8 4, , ,7 4Current  World  PopulaHon

Sources:  Apple,  Intel

7 4, , ,7 3 5 2 0 1 1 6 0 4Mobile  ConnecHons

Sources:  Apple,  Intel

iPhone  6  launch  weekend:  Apple  sold  25x  more  CPU  transistors  than  were  in  all  the  

PCs  on  Earth  in  1995  

Everyone  gets  a  pocket  supercomputer

The  first  universal  tech  product

Every  corporaHon

Every  home  and  every  

desk Every  pocket

Source:  Andreessen  Horowitz

On  average  it  takes  a  person  26  hours  to  report  a  lost  wallet    

On  average  it  takes  a  person  68  minutes  to  report  a  lost  phone  

Source:  Unisys

The  average  person  checks  their  phone  221  Hmes  per  day.        

Time  spent  on  mobile  devices  in  2015  increased  by  117%  from  2014  

Source:  Smart  Insights

So  how  do  you  reach  your  audience  via  mobile?

CommunicaHon  Services  used  within  one  week,  2015  (by  data  exclusives)  

 Source:  Deloi]e    

The  staHsHcs  speak  for  themselves

98% 45% 8X

of  all  SMS  are  opened  and  read  within  5  

seconds!

of  SMS  campaigns  are  successful  compared  

to  6%  of  email  campaigns.

higher  engagement  rate  than  e-­‐mail

Sources:  Mobile  MarkeHng  Watch,  i7  MarkeHng,  Media  Post

Expressive Asynchronous  

Easy  to  consume

ConversaHonal Ubiquitous

What does mGage suggest?!

44%  

5.5  X  

3.5  X  89%  

54%  

Conversion  rate  is  5.5  Hmes  higher  aber  clicking  a  personalised  recommendaHon

Online  shoppers  begin  by  using  a  search  engine

Would  consider  ending  retailer  relaHonship  if  they  are  not  given  tailor-­‐made  relevant  content  &  offers

In  2016,  89%  of  companies  plan  to  

compete  on  the  basis  of  customer  experience

Omni-­‐channel  customers  spend    3.5  Hmes  more

Why  be  Customer-­‐Centric?

 Source:  Emarketer

By  2017,  89%  of  markeHng  leaders  expect  customer  experience  to  be  their  primary  basis  for  compeHHve  

differenHaHon  Source:  Gartner

‘70%  of  online  consumers  agree  that  the  quality,  Hming,  and  relevance  of  a  brand’s  message  influences  their  percepHon  of  a  brand’

Source: Google/Ipsos  

Messaging

conversaHons NoHficaHons,  feedback  (conversaHons)

Brands  and  SMS Click  &  Collect  |  Basket  Abandonment  &  Re-­‐targeHng  l                Delivery  noHficaHons  l  etc

Retail

Publishing

Travel  &  Leisure Healthcare

UHliHes

Finance

Communicate  Pro    

SMS,  Push,  MMS,  Wi-­‐fi,  Voice,  iBeacons,  E-­‐mail,  Social,  App  Chat

 The  mGage  Plaporm  

•  MOBILE  ENGAGEMENT

•  SIMPLE  CRM  INTEGRATION

•  AUTOMATION

Customer  Journeys

Free SIMs

CRM  

66202  

CRM  

Text  ‘Order’  or  ‘Switch  

CRM  

Your  name  and  Address?  

Name    Address  

CRM  

Thanks!  SIM  on  the  way  

Switch  

Order  

CRM  

Is  this  your  address?   Yes  

CRM  

Thanks!  SIM  on  the  way  

CRM  

You’ve  been  switched!  

O2  Free  Sims    22%  

Conversion  Rate

Customer Journeys!

CRM  

Order  ready  for  collecZon  

CRM  

A[er  24  

Hours  CRM  

Reminder  

CRM  

100M  InteracHons

Opt-­‐In  Profiled  customers  

Customer  InteracZons  per  month  

Customer  InteracZons  for  InteracZve  Service  

9M 6M 100M Argos  

CX + REVENUE

Our  Customers

thank you

800 + Brands SMS  3,600,000  per  hour  Push  1,800,000  per  hour  SLA  UpZme    99%  

15 Years (Mobile) Experience 40 Billion Interactions Per Year  

Surash  Patel  l  General  Manager,  Europe  l  sp@mGage.com