Real-time Engagement, Big Data, Event-driven Interaction Among Trends that Support the Personalized Experience at Moment of Contact that Consumers Expect. Replay the webinar @ http://forms.loyaltylab.com/2020predictions_webinar

2. Matt Howland
Vice-President
TIBCO Loyalty Lab
mhowland@tibco.com

3. What do marketers do?

4. On the surface…

5. Attract On the surface…

6. Attract Convert

7. Attract Convert Retain

8. …but underneath
Attract Convert Retain

9. …but underneath
Attract Convert Retain
Purchase Engage
Understand
Repurchase
Subscribe
Attract Reward Renew
Trial
Upgrade
Enroll Communicate

10. A tale of two paths

11. Computing

12. Loyalty

13. 2020

14. 1623

15. 1793

16. 1837

17. 1872

18. 1890

19. 1891

20. 1982

21. 1981

22. 1983

23. 1992

24. 1996

25. 1993

26. 1995

27. 1989

28. 1991

29. A tale of convergence

30. Computing Loyalty
2003 2003

31. TREND #1
Real Time

32. 2003

33. 2003

34. TREND #2
REAL-TIME
ENGAGEMENT
• On the plane – the door
shuts and you have
earned the points to
spend in flight
• In store – a receipt
prints to bring you back
in

35. Poll Question #1
Are your existing systems
capable of real time interactions?

36. TREND #3
Big Data

37. Recharge now
2009
for 10%
discount?
Confirm No Thanks

38. TREND #4
EVENT-DRIVEN
INTERACTIONS
• Real-time understanding
• Real-time action to influence
in the moment
• Deliver hyper-personal
experiences
• Maxiumum power of
influence

39. TREND #5
TIME-BASED
POSTING
• Morning posts to
influence breakfast
decisions
• Seasonal offers like
summer fitness specials
• Surprise and delight on
birthdays

40. TREND #6
Social

41. 2010

42. TREND #7
SOCIAL GRAPH
• Facebook
= 12% of time online
• Most valuable customers –
those with highest lifetime
referral value (LRV)
• Rewarding advocacy
– Tweeting
– Posting
– Reviewing
– Liking
– True reach (social influence)

43. Poll Question #2
Is social part of your loyalty
strategy in the next 12 months?

44. TREND #8
Mobile

45. 2012
• Check-in
• Location-based offers
• Context-based offers

46. Poll Question #3
Is mobile part of your loyalty
strategy in the next 12 months?

47. TREND #9
Payments

48. “A little bit of the right information just a
little beforehand – whether it is a couple of
seconds, minutes, or hours – is more
valuable than all of the information in the
world six months after the fact… this is the
two-second advantage.”
Vivek Ranadivé, TIBCO Founder and CEO

50. Loyalty
Computing
2020

51. TREND #10
Serendipity

53. Offers looking for people

54. 6PM Time-Based Decision
40% chance of purchase
Offer 10% discount
35oC Outside
High Inventory 12PM
Past purchase history Offer 15% off Sports Drink
Offer 20% discount
Baby Formula in History
Offer Buy 2 get 1 free

56. 45% Discount
Favourite Brand
Valid for next 2 hours
Detected Close-By
High Value Customer
Last Visit 45 days ago

58. Check-In @ YourStore in the Check-In @ YourStore in the
next 30 mins with 5 friends next 30 mins with 5 friends Check-In @ YourStore in the
next 30 mins with 5 friends
and receive 50% off!! and receive 50% off!! and receive 50% off!!

59. Share our experience

60. loyaltylab@tibco.com