Oisin LunnyOpenMarket

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• Heading 2Making Meaningful Mobile Moments forMillennialsSTEP Dubai 2017

The rise of mobile

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Read more: Benedict Evans

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m-Commerce share of total digital Commerce

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m-Commerce share of total digital CommerceMobile accounted for 70% of all digital shopping time in the second quarter of 2016.

ComScore

Our evolution to “Phono Sapien”

Confidential and Proprietary to OpenMarket 18

Empowered customers have given rise to a new era

Read more: Forrester

Confidential and Proprietary to OpenMarket 19Read more: Forrester

Read more: Forrester

Make it personal

Personal interactions are informed by empathy and understanding.

They’re about being in touch with someone’s thoughts and emotions in their moments of need.

Email

Apps

Image source:

“Your call is very important to us. Please enjoy this 40 minute flute solo.”

IVR

Paul doesn’t want to call your service desk. He doesn’t want to stop playing with his daughter.

He doesn’t want to hold until you’re ready to talk. He doesn’t want to explain who he is and why he’s calling. Again.

He especially doesn’t want to dig out that old invoice that has his order number on it – and especially not to confirm that the Tuesday 3pm delivery still works for him.

Click to watch video

The Empathetic Interaction™

Empathetic Moments:

• Purchase moments • Payments moments • Action moments • Delivery moments • Behaviour moments • Request for info moments • Authentication moments

Ten minutes ago, Stan and his son Will received a text informing them there were short queues on Rocket Mountain. Now, it’s lift off.

That moment when... she rescheduled her car service without having to speak to anyone.

She’s re-planning her day tomorrow after receiving this handy reminder:

Your engineer arrives between 10 and 11am.

Text ‘A’ to confirm ‘B’ to arrange another time

They’ve just received a text from their train company telling them what platform their train is on – before it was announced at the station. So they beat the rush-hour stampede.

Virgin Trains • Removed overcrowding

problem at Euston • Won five awards for

Customer Experience • NPS > 28%

Club Mahindra • FAQ-bot • Customer survey • Response rose

from 5% on email to 12% on SMS

FICO • 2 Way SMS

conversations • 35% reduction in

fraud losses • Uplift in customer

satisfaction & NPS

A new vector of engagement

83% of millennials open text messages within 90 seconds of receiving them.

60% of millennials prefer two-way text engagement with companies because it’s convenient, fast and easy to use.

More than twice as many millennials (42%) would prefer to receive fraud alerts than are currently receiving them (19%) from their financial service providers.

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CX

Empathy

SMS Bots

Authentication

Service

Logistics

Complaints +queries

Text helps managetrillions of interactions

The future of text is in customer operations:

Multiple connected steps in complex customer processes

Closes gaps between buying stages, channels and departments

Account set up, payment options, invoice delivery

Delivery and alerts

Cross sell and upsell, complaints management

The more powerful and ubiquitous that mobile messaging becomes, the more we need to use Empathetic Interactions.

The advent of RCS

In 2017, the killer app forgreat CX is not a new technology, it’s empathy.

Thank You