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Transcript

Hi everyone. Thanks for joining. Will be getting starting in a couple of minutes.

Hi, all. Thanks for joining us. We’ll be getting started in a couple of minute. Today’s session will be focus on our to be solution. Can enhance your loyalty programs. It will be led by self to teach. We’re going to wait just another minute or two for attendees to fill in. And that we will get started.

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Okay, let’s get started. Hello. Hello, everyone. Good morning. Welcome and thank you for joining today’s session. Focus on and then single programs for personalization and ÃÛ¶¹ÊÓƵ and data using ÃÛ¶¹ÊÓƵ Solution. I’m Thomas Lafayette. I’m part of the ÃÛ¶¹ÊÓƵ sentiment success organization as a solutions here. So our team is focused on helping ÃÛ¶¹ÊÓƵ Customer to get as much value as possible from their ÃÛ¶¹ÊÓƵ solution.

I’m going to go ahead and kick off our session.

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Today I’m joined by our presenter and colleagues. Have to dig send your customer success to digest. She has been involved in digital transformation at ÃÛ¶¹ÊÓƵ for the past eight years. And now I will turn things on over to ZF for that. Thank you. Thank you very much. Thank you for your time today. Joining us. I’ll be talking through your loyalty programs, and then we can take a look at the specific customer journey and how the the capabilities of ÃÛ¶¹ÊÓƵ Solutions can support you using reported specific use cases.

The agenda is about looking at the loyalty. Why is it important how the generational behaviors in generations behaves in in in customer loyalty pillars on key capabilities of customer loyalty and customer joining. Example and use cases with ÃÛ¶¹ÊÓƵ solution capabilities.

We are talking about loyalty. And loyalty is a big part of our business and all the time. Almost 80% of the consumers are part of one or more loyalty programs, and an increase in customer retention by 5% can lead the company’s profits by 25% to around 95% over a period of. These are. Statistics are provided by and for us and passed by three narrative studies. If you think about reaching out to your existing customers is much more. They are much 50% more likely to try new products and spend to 1% more than new customers. And most importantly, fewer resources are required to retain good customer than acquire a new customer. If you think about this, how much of you spend on getting a new customer versus reaching the customers that you know who they are, their behaviors, they are consumer behaviors, what they want to have, their personal, recommendations and everything, then this is much easier. On average, it can cost 4 to 5 times more to acquire new customers versus retaining current one, especially in the year 2025, is proving to be another challenging one for consumers and for the companies, brands and retailers that cater to that. With strong consumer spending up to period of record high inflation and fears of recession, consumers are continuing to shift their habits. They are budgeting more for essentials, trading down in search for better value and demanding more from their favorite retailers and retailers only. Or retail companies that they are focusing on. We all know that loyalty is hard to win and easy to lose when we’re talking about loyalty. We need to think about who are our segments are, to whom are we talking about? What is this about that we are referring to? Our segment, I’d like to take you an overview of what are the the generations, different generations. Take a look at the loyalty. All generations have a very low tolerance income, which is pet experiences in average 2.5 people out of ten people is able to tackle churn if they have faced bad experiences. There are differences in Gen Z, millennials, Gen X and boomers. Let’s take a look at what their preferences are and where they want to continue. If there’s a loyalty, for example, let’s look at Gen Z 18 to 22 types. They values great digital experiences. They are much more on the, they prefer to be loyal to the retail, travel and consumer goods. And they their highest brand loyalty is again on the pension, on fashion, footwear and online. But they are driving their loyalty is digital experience, excellent digital experience, excellent in-store and physical experience. On top of the digital ones. Omnichannel and competitive prices in average 5.9 of the, out of ten people. If they have good experiences, they become loyal.

If you look at the millennials 26 to 41, they require high touch experiences. They want to share. They, they want to focus on retail, travel and consumer goods. And the top three industries, actually for industries they are looking for is personal care, online retail, airline travel and footwear. Their drivers of loyalty are excellent digital experience again the same one excellent in-store physical experience and on top of it products. In-Stock which is important is just say if they want to buy something, they want to buy it now and use positive actions to improve experience.

In average 6.44 people out of ten, if they have good experiences, they become loyal, which is a very high number. Gen X 4257 are they are loyal across industries, they are much more spread their own. They are not only focusing on retail, traveler and consumer goods, and they are big attention on Apple personal care and the airline. This is the here this. You just see that the highest level is coming on the airline.

The top normal factors that they they are the top three loyalty factors they are using are excellent digital experience, excellent in-store and physical experience, and products in-store. You can see there are similarities between different generations, but there are customs changes there because here is com the airline is the top industry. They are looking for. And if you go on a boomers the value the omnichannel experience most and they are similar to the previous generation behaviors. They are looking for retail travel and consumer goods. Again personal care, airline and electronics are the highest, but the top drivers of their loyalty are customer service and support. Excellent in-store physical experience products in stock. You see that the DPD boomers is moving from digital experience into the they experience as an overall in an omnichannel, if you take a look at it, all these experiences, what they think, how do good experiences become? Make them become loyal. The number is very interesting to see that in average 6.5 people out of ten, if they have good experiences based on what they are focusing on, they are going to win the they are going to be loyal to your brand, loyalty, your products, loyalty, your business. We are talking here about personal, the business, the commercial, thinking about the similar one. If you don’t have the segments in the consumers one, but you can think about the just your business partners is the same. The good experience is always the winner, because in the end, we are working with people. Now we’re talking about these segments who are being focusing on the good experiences. But what are the drivers of customer loyalty programs to drive the customer lifetime value? It is critical to nurture these segments of the customer loyalty program. We first of all, to get this new visitors, we need to get this visitors by themselves through here, which are only focusing on basic experiences, key objectives could be first time purchases, drive return visits, and capture email or phone numbers so that they get to understand what they are buying, how they are buying, and and who are they to make them, and the repeat customers. If they are coming and typically logged in, they are in this part looking for indispensable experiences they want to have. Drive your peak purchases, increase average order value, drive loyalty program, sign up, and then come to the exclusive benefits. This is where the loyalty is really starting to hit again. Become program members. It could be you want to have them to stay longer with you, that you want to have them in the subscriptions longer you want to engage in active members, which is a very important part, especially nowadays. Almost most, most under 60% of all people are having multiple roles. You. So you’ll see brands and they’re active in online brands probably, but they are inactive on the other. So how am I going to engage this inactive members to create value for the whole group that I have of me? What is important is of course, again, drive purchase frequency and recency and increase average order value are the key objectives. But another one is the advocacy. As soon as you have the program numbers, they drive program referrals and brand advocacy for your for the other customers, which is good to for the lowest cost. You reach multiple people.

In a best and customer loyalty framework works across three key pillars that we define here.

It is the novelty and recognition which is appealing to the mind. What is the moments of spark joy to the list of reinforcement being a part of something extraordinary? Then of course, as if most of loyalty programs are working properly, fine is providing economic and practical incentives across internal and external offerings. The utility is appealing to developed. It’s a very important one, very much driven. The third one is the community and belonging, where the general connectivity and trust between customers and the brand. The question is this is really great, this is how is being applied to the different industries. What could be the most used industries in this pillars? This is just an the overall view of our population. For example, traveling is both the hospitality is more for the novelty and recognition because they are looking for memorable experiences. When it comes to the hospitality industry, it’s all about the experience. It’s getting you. Whether you get an upgrade, where do you get a better room with a view and the similar one for the financial services? If you think about it, in financial services, you get the you might think about it’s about utility money, but on top of it, Financial Services is also looking for what do I get information, where do I get the best? What pages before the industry is covered? What do I have to be the moment of the instance, positive reinforcement that I’m doing something and I’m getting really value out of it because I’m part of a recognition.

Another aspect of this one is retail for coverage and financial services against financial services, because you want to get your wallet, you want to get your money. But coming from what you are being, being part of this group or the retail simple rewards big wins in retaining industry. Loyalty programs are usually all about points based systems where customers earn rewards for every dollar, spend, spend some money, get some amount, and it’s also in some cases also for the travel and hospitality. Imagine the airlines are giving you the miles which you can use afterwards to get you another ticket. Food and beverage. Especially, when you’ve got four, you know, you get a coffee and you get points and you can get again and lots of perks around it. So this is about the utility. I think about what is community and belonging and exempts services and luxury brands. It’s about belonging to a specific exclusive club where it is your part of it, and that is the value you are getting from the loyalty brand. Also, for the services, membership and exclusive access is the important one because they are focusing on providing customers with exclusive access to services, special events, personalized expert experiences. Unlike retail rewards, are usually product based. Service oriented loyalty programs aim to enhance the customer experience.

It’s about all about the experiencing. Why am I belong with you, you may ask? Okay, fine. What are the best in class loyalty program experiences that we are talking about? These are very well known names. I’m pretty sure that you’re one or other that you can also think about it, but these are just examples where we can use best in class loyalty program experiences. Starbucks in the part for the mind. One part for the the utility part for the mind. Gamified gamified campaigns, multiplayer events, and bonus point challenges. Why are the app so that you can instantly be part of a game and get more points, and which your main points go to the utility, get a free Starbucks, a coffee Marriott is using the flexible earning and redemption where they can use it for booking rooms, tour services, partners. They are using it not only in other partners, you are using it similar to the similar to the the partnership with, for example, Delta or other airline companies where you can collect points in mind and you can forward to other partners where they can be used. So this is a common partner ground they have. This is owned not only with one loyalty with the partners that extent we come to that point. Cetera is looking for the community points which is important to support. Is that not the not the brands are telling the members what to do, but the members educate each other so that they can enable their systems, that the users can post what they think is important. And this gives us the idea of how can I create my systems so available that they can have come, they can put their input in it. And I still I can still overview what’s going on in the social media and also my systems.

These are just people. And now coming into these are the three items. But what are the dimensions brands can lean into to amplify their ability to program? We’re talking about it with the industry, what they are doing, what else be done. This is just a few ideas. What could be fit into utility, novelty and recognition, community and belonging. So thinking about that, what is the the most important thing that they are going into a loyalty program? Transparency and accessibility. It needs to be point. It needs to be understand correctly clearly and it needs to be accessible. And when it is transparent and accessible, I need to know what I am going to have from these offerings, what will be the position across brands and to end experience? Why am I going to be part of it? Again, it’s not applicable to all the programs, but when it is, it is a very, very effective partner with the, partner benefits and offerings. Remember I was referring to my ad, for example. I do it by my personal experience. I’m a member, but I can collect the most when I’m staying in the Minnesota and I can give it to Lufthansa. It’s a month. This is the partner connection. Flexible earnings. Redemption of benefits is again vital to earn and redeem loyalty currency across the customer journey and channels. Not only using my products, but my partner as well.

Then comes to the interesting part gamified experiences. Everybody wants to have a love, to have a small game somewhere or somewhere to just, you know, have an idea of come buy something novelty, something interesting to be part of it and recognize. In the end, if you are really doing good integration of intermittent reinforcement tactics to motivate what’s to eat and reward loyalty program, but situation which is saying that you are really doing good, you are beating this program. The other members up to this level recognition they want. The second one is status, value and exclusivity. We all want to have to be acknowledged that I am a great customer to you. I just bought so many things from you, or I just been using your services or I bring into this program. So acknowledgment of recognition of VIP customers to encourage deeper spending and engagement with the brand that comes to the community and belonging another level commitment to brand, mission and values. Until now we are talking about loyalty. But now if the name comes brand mission. So it is about coming on the brand values. Where am I belong to it? This one dedication towards the causes, the brand, service and consistent alignment with customer value and on top of it, social forms and events like channels and opportunities for like minded collected for shared their sentiments and experiences.

These are the ideas what they can do with with the loyalty program. What are the the dimensions? These dimensions are really great. There are in utility, nobility and community and belonging. But what are the customer user stories that I can add to it? Use cases. Look. Advanced and personalized loyalty customer experiences across three key pillars. We have identified 11 different use cases.

The most important one is targeted loyalty. The most important one, sorry. The first one is targeted loyalty program messages that target relevant messaging for the role to implement based on. I look like what I mean when I play them on channels. I will not go through it. I’m just taking the first one in every item. You can take a look at the list afterwards and then take a look at it, how it’s been put into your system. We’ve been talking about it in how to be fulfilled in these use cases. With the ÃÛ¶¹ÊÓƵ solutions in the mix a Customer journey, accept in novelty and recognition. We’re talking about tier specific exclusive benefits means you know your customer. You have to your specific segments and segment specific communication. And you can give them in that when they have it, when it when they have it and the right time, the right content is again, the targeting is all in the community and belonging. There are levels of doing it, just personalized brand telling and retail business customer support is the very important one.

We all know that in digital world we have nobody to discuss to sometimes check box, sometimes called Trump call center. But we are looking for is an overall view. How do they see me and 360 view of the customer. So that I don’t really need to explain that each time will have them. And this is the one the personalized customer support for me. And if I’m part of the loyalty I was expecting, we are one level higher.

Engaging content on community portal is just saying that like minded people belonging to this brand wants to engage information and they deliver relevant content consistently. We have managed before personalized user generated content is also very important because, this is somebody is advocating for you in the social media and the owned or paid channels.

As I said, there are 11 use cases placed into discrete dimensions, and it is great if you can use one of them, or you can use a combination of them to ensure that the loyalty is enriched and your customers are being being covered. That. Coming to a customer journey. An example. As I said, there are so many industries here, but most of the industries are much the items are acquiring and and nurturing and going to the advocates. In this example, we are going to use a retail example, but you can always use it as a part of your company.

Thinking about Alison, a repeat customer loyalty program member and an omnichannel shopper in-store desktop app wherever he she has access, she wants to buy something. So you want to attract them. But targeted enrollment email with exclusive access. So use email and sign up for loyalty program to receive early access to winter collection info, which is giving you the first, second and the sixth use cases that we are referring to from the utility and the novelty recognition.

And then some times later, real time loyalty benefits, messaging and display. So the system says that if you’re going to be one of us, if you want to be my loyal customer, you’re going to have lots of benefits. Something like, signs up and some large size preferences. And he’s going to she’s going to be loading in his her price preferences into the system so that the system understand actually she likes the puffer boots or anything like this. And then, the exclusive loyalty program buy now, pay later options, for example, this coming in in winter comes next season, personalized like email, just like receives an email to trading all the winter coat for the points towards recommended coats from appropriate design. Because we know what she bought, we know what the preferences are. We know where she was looking in the digital and also in in desktop app or even you can collect this information in the in-store and get it to into the platform, into the ÃÛ¶¹ÊÓƵ platforms.

Then comes to the end of the winter. Then it is geo targeted push and in-store client to make it more she she receives a push. Thank that winter puffer coat is in stock. You know her size and she goes to the stuff. Remember that we talk about most of the generations are thinking about. I want to have it on place. I want to do product in stock. So this is also some helping here saying that, okay, if I go now in the store I find it.

And then store is a she looks at it and she said are you a part of the. One of the member then mentions about free items that she can have couple of in the spring comes can offer three engagement email because she was engaged for a couple of months. Then if you are joining us right now, you may for exclusive double points day. And she just a little 190 points away from the next year so that she knows that if I buy just a small one, I’ll be the next year, I’ll be exclusive, right? What will be the exclusive rights? It’s going to be personalized customer support for next action course dedicated called Support Line and Associates, invites her to the next new exclusive events.

And then this is customer Journey. As we knew the next level is tier specific event and community for time. She reached a new tier and then after attending the show, she can go to the tier according to portal recommends groups based on past behaviors and lifestyle, even shares her own pictures, assets, ideas, recommendations. This is the good journey and this is below is the hub use cases are fitting into in three different pillars. You may ask fine, but how would you do that? And the key capabilities to activate advanced personalized loyalty experience.

We have an ÃÛ¶¹ÊÓƵ divided into three views.

There are seven capabilities to support use cases bucketed into three sets of four. The capabilities. We also include this loyalty management here because like management of flow owning and retention integrated in your other parts and integrated in other information needs platforms you have. But we can it’s a partner agnostic and we can include it into this data, into our systems.

If you look at the data insights holistic loyalty profile is the 360 view of loyalty. Member real time segmentation is about creating scalable audiences. Real time CDP then cross journey insights deeper insights of top customers across channels, across different channels in store from app website. Where to by doing it audience check ins. This we talk about the partners. How am I going to change the data between loyalty partners? Because I’m not alone in this. I can get the data from my partners. These are the data getting to know who to reach it, where they are, what they are doing, and insights. Then I need to reach them with the content and then I need to create the relevant content at the right time for the right call segment, right super audience. And it is the content supply chain, streamline content creation and management purposes and come to the activation. It’s everything is fine, but I need an omni channel orchestration in order to have tailored experiences at the right time via the preferred channel. We have seen it before. Each generation has different, let’s say, preferences to be reached. Gen Z is more app for push messages and then comes to the the Gen X and then yeah millennials they are more looking for maybe email for maybe in going into the store they’re not too much preference. And then come the boomers. It is much more personal receive it’s receiving. So the tailoring experiences where to reach them.

Closing the loop. These are the key capabilities to activate at once. And personally with experience. We had talk about the use cases where the use case is going into the customer journey. What are the key capabilities we have. And these are where the the user stories are landing into use. The use cases are landing into story. You see that not everything belongs to one thing and one thing only. It’s been spread to different capabilities of different availabilities that we have in our tools and systems. For example, Holistic Loyalty Profile is talking about is helping us personalize offers, product and content.

Omni channel earning and redemption, two segments specific communications, personalized career and telling, and customer support because it’s collecting up to the loyalty, profile. It’s creating the view of who the customers. Once you know the customers, you need to have the segmentation. Why do you need segmentation? Because you want to have targeted loyalty program messages. You want to have personalized offers, product clicks and content you want to know to your specific communications. It was this segment. Again, gamified campaigns is not for everyone, maybe only for one segment who is really interested in seeing this and personalized user generated content. I have the profile, I have the real time segmentation. But where am I in my insights? What what is going on with my customer journey and and how can I see it when it comes to omnichannel earning and redemption? Customer journey insights to see that personalized content again, customer support is working fine. Is it showing me the reason where they are going, where they’re not going? Engage in content on coming into portal portal. Are they engaging? How much do they see what they do personal to user generated content? What I’m going to look at it. Are they looking at one or the other? Maybe testing for example. What are the reports? The brand comes to? These are the ones that I have partners I have partners for have data for my loyalty consumers where they can take a look at what’s going on with my, With the programs, what’s going on with with my loyalty customers, what they can do about the persons who is me partner might be also in my program. What are they? Values are by the audience sharing who can activate the use cases. Targeted loyalty program messages. Loyalty program value communication. Personalized offers. Personalized clientele.

These are the data and insights. I’m okay with the data. So now I want to create the content and supply chain. Then I have to be creating value for communication. I need to program value communication. I need to personalize offers. I need to create content for them. Again. Tier specific gamifying campaigns, engaging content and personalized user generated content. Everything is fine. I have the data insights. I have the content, some bunch of how I orchestrate this on the channel, how can I know that it is the right channel at the right time? And this is coming again into omnichannel orchestration, where it is being defined in targeted loyalty programs, loyalty program, value personalize offer for segments and gamified campaigns, loyalty management. This part of it might be not part of the ÃÛ¶¹ÊÓƵ solutions, but it’s also helping you to understand to your specific business benefits, gamified campaigns, personalized coaching, and customer support. Customer support could be different, but all these data can be combined together and give you an overview how the customer is reacting.

Let’s take a look at the all these, six items that we have been speaking to. Holistic Loyalty Profile provides a customer and a comprehensive view of loyalty. Member. Our objective is developing a full understand, full understanding of loyalty member. In order to leverage rich customer data and identify a solution to allow a hyper personalization. Want one? Personalization. Everyone needs to be taken into account is they want to be singled out and then taken care of. What are the solutions that we have? Customer data, ingestion, customer attributes, behavior, transactional and audience data across channels and devices where API, SDK and understand all aspects of customer loyalty in your system.

If it is being connected, then I need to have make a. This is the ingestion. Then I need to make an identity collection. Ingest identity data including standard IDs. It could be external namespaces, emails, custom namespaces, maybe source from different points of origin. I like the identity. Then it comes a deterministic algorithm to reconcile these all these devices. What the behavior of this customer doing in up and to identity collection and collecting everything in a unified loyalty profile. ÃÛ¶¹ÊÓƵ Experience Platform Identity Graph Viewer is giving you this information, unified customer profile and identity to activate again 1 to 1. And the key features are it one of the few of the key key features are custom namespaces, identical API accessible and very important privacy service integration and then dissociation and validation. So it’s not only the pure data for the data 96 you can also visualize what’s going on there. The next one I know my customer. Now how am I creating the segments? Fourth, create the objective is creating, defining and scale audiences from real time. Reassembling to profile for activation across journey. I need to create my own segments and to understand what’s going on with the The second is how am I at risk? Aggregate using aggregate functions, continuous and scheduled dates, and merge policies, we can build segments across attributes, events and access models. You can you can really create a very powerful segments evenly using the AI to create for new segments. So see you which centers I want to reach forecast and weather date. You can, prepare size, sample profiles and backward segment logic by a code view or even by access API. So see the on the fly to have to see what the segments are doing. And also there’s just the biggest one is UX intuitive UX. So this is a searchable interface. And with a drag and drop functionality to design segmentation. Again it helps you to the people sitting there and understand without really going deep into the code, into two, we can create segments, which helps real time activation of loyalty experiences and increase marketing efficiency by allowing non-technical user to create complex and effective customer segments.

Key features coming from experience platform segment building are the multidimensional logic, the to margin policies, and configurable evaluation code. We have an API if you want.

We have things we know our customers. We create the segments. How am I going to have an insight who can provide intelligence to increase loyalty? Member acquisition.

You know your data members, but you have to understand what they are doing in the system. So the understanding of loyalty members can nurture other than non loyalty program customers down the same path and predict churn. For that we can merge and combine data sets, omnichannel data sets including offline. Remember the shops and offline. So it close a commonality into a single data group with a unified schema. So you can have collect everything in a schema to understand what the customer is doing. Intelligence applied to the data to explore attributes from socialization, force and session events filtering, and understand all the factors contributing to the cost outcomes of your customer base. And of course, in a very important part is reporting and visualization. How am I going to report and see what the customer’s flow is? Where do they have the break points? It is so many pre-built reporting visualization available, but you can also create your customization, leveraging a drag and drop interface. Compelling, compelling on the fly analysis. Therefore, you don’t really need to be a technical person. You can really intuitively build your own reports from the data sets available.

It will improve the loyal to member acquisition, and then to check that where they really address where they are falling in, where they create the trend. Where can you see the pain points and points solutions for it? For this, we use it on the customer journey analytics workspace, which has the key features of online tool for analysis. Important collecting all the data, complete customer views and out of the box AI and machine learning models. It’s been improving every day. It’s really helping out to understand what’s going on with the systems we have, the insights we have, the segments, we have the customer. Next that we talked about the partners, how can I correct? How can I see audience sharing with my partners? The first of all, what I need, the objective is share audience between loyalty program partners to enrich customer profiles for enhanced personalization takes too much, but the idea is the following. If you have the complementary partners in the business, and if you want to just, you know, one, click the share the segments with them in order to understand what they do, their behaviors in the other systems. This is where you do with that the partnership agreement. Initiate a two way handshake to the shared audiences in line with the data governance and customer privacy measures. So all the rules and data usage and the consent rules like marketing use case in in order to maintain customer trust and compliance. So this is going to be like that. You are defining what you want to share and what you’re not. Customer overlap. Overlap allows you to achieve all these, audience overlaps in real time to gain key insights about audience segments, increasing decisioning to increase decisioning time to market with automated process and intelligence applied to the data and has so much data we all know that. How big is the data profiles that we have built new segments using the shared audience membership data. Develop lookalike models based on seat audience for prospecting and for future loyalty loyalty customers. Excuse me, this is going to have the impact on expanded customer data and improves personalization richness and helps acquire new customers. This is not only for your loyalty, but it for your future as well, because you are looking at the loyalty members of your partner, which will helps you a seat. Now I have the data I have shared, my segments I have shared with my peers. Now what is the content? I need to prepare a right content for this and for this loyalty members or for my for my targets content. So purchase centralized management enables production of high quality assets at scale to tailor content for loyalty members, which means it helps the solution helps you for the planning, production and delivery and measurement planning.

Streamline coordination between teams and provide a holistic view across resources, from strategizing and budget to planning and briefs. The loyalty spans many, many, many stakeholders inside the company. So with the help of work for project management, you can, coordinate who is doing what, when is it, and then to have a view of the planning and a good understanding where in the process you are then producing all these asset content creation via quick feedback distribution and automation of highly repetitive tasks. It helps you to understand go to the time to market easily. You can add intelligence on it. We have AI and machine learning on that one as well. So introducing that, how can I create more and more assets out of it? That we we can talk about it and other you can take a look at the other webinars from this for the journey and everything, journey AI and everything and then delivery and measurement. It’s been created. It’s been planned. How am I to deliver and then measure what is being used, how it’s being used. Automated asset version and repurposing and tracking performance insights increase speed of the experiences and allow for measurement and optimization.

We are talking about work front and and sides here which increase the, which follows the the key features of digital asset management, content management, system resource management, task automation and everything that helps you to do your business in a short time effectively with low cost.

We have the content, but the customers are everywhere. I have data, I know to whom to reach. I have to content. I know what to look for. I know where their pain points are, but how am I going to reach them? Omnichannel orchestration, which delivers meaningful experiences at the right time via the right channel. Because this is also important. I know my customers, I know their channels and everything. So my objective is to deliver relevant experience to the value of the customers through their preferred channel at the right time. Channel management streamlined workflows for selecting the loyalty audience. Activating against any available channel could be anything emails push as a messenger, journeys or catching your process. Preferred channel what’s up? For example, timing to an 80. So execute scheduled campaigns. When to have it at the right. It gives me exit schedule it, preparing for it, but let the system to do it for you. Real time moment attractions and broad messaging.

And it’s all go type of communication through one application, then decisioning and personalization. When you are having a lot having this, everything is ready, you know, on the go. But you can allow centralized and creation and management of offers as well as definition of their rules and constraint. You can combine all the systems together and say that this is my personalization in my messages, in my campaigns for this segments that I already being define.

This will have an impact of delivery of personalized interactions to customers, any right channel at the right time, and that makes them feel known from the brand. It is the key features are campaign orchestration, offer management, personalization, library on top of it, and of course CMOs authoring and and reporting. As we know that people are using more than everything. So this gives us an overview of how ÃÛ¶¹ÊÓƵ could help you with your loyalty program to covering from data inside content, and at least omnichannel orchestration.

Thank you very much for joining me in this webinar. This is the end of my slides. We can continue with the questions and answers. If you have.

Thanks. A dev. That was very insightful. I can see any questions or Q&A. Maybe wait 1 or 2 minute to see if some questions are coming in.

Thank you very much. In no question, there will be a quick, two question survey, to get your feedback and help us to share your sessions. Thanks. You can see it on the screen. Thank you again, all for taking the time to join us today. Thanks to dev for the showing. Also, loyalty, customer loyalty. And, we we hope we will have your company in the, next webinars. Thanks again.

Maybe. On. I said have.