SAP Engagement Cloud Product Hub

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[SAP logo] Most brands have the data Few can act on it Prompt: Create a product launch campaign for our most loyal VIPs Turn insights into action Autonomous CX architecture Marketing & Engagement with Autonomous Marketing & Engagement Zero in on high-value business signals Google signals Customer signals Operational signals In SAP Engagement Cloud, Prompt: Create a segment of high-value salons and stylists due for repurchase in the US-west that has excess inventory Segment created: Loyalty Members ERP Go to segment Generate Description based on Prompt High-value salons segment node begins automation campaign Sync up across each customer touchpoint Product Finder Prompt: Top selling hair products Product Finder results populate Add products into campaign Service team support block Loyalty status block Launch campaign Personalized email campaign delivered in inbox SAP Customer Loyalty Management Benefits and Loyalty view Win trust with high-impact engagement and loyalty Generated and personalized in real time Image Generation Prompt: Generate 2 versions of this image, one for eco-conscious shoe buyers and another for tech-based shoe buyers Processing the task Two images are generated based on the prompt Prompt: Create alt-text that matches the scene and product details Two versions of alt-text are generated matching the scene and product details Created once Adapted everywhere Turn engagement data purchase signals and product delivery into real-time decision making so the right action happens at the right moment every time [SAP logo]

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Today’s business leaders need more than campaigns— they need connected engagement that turns real-time data into meaningful customer action. But fragmented data, manual processes, and disconnected tools make personalized engagement hard to deliver. SAP Engagement Cloud changes that. By unlocking enterprise data through SAP Business Data Cloud— and connecting it seamlessly with SAP CDP and Analytics Cloud— teams can turn insight into action across every engagement. It brings customer insights and real-time operational data together, so brands can create more meaningful, connected experiences. This AI-powered solution provides teams with a complete, real-time understanding of the people they serve— what they need, what they love, and how they want to engage. High-value segments become living audiences, activated instantly through real-time AI-guided journeys that feel personal, consistent, and relevant across every touchpoint. Modern data services turn raw signals into trusted engagement data so teams make smarter, faster decisions without the manual lift. Customers expect personalization in every moment. Engagement Cloud enables omnichannel personalization by ensuring every message to each unique individual is timely and contextual, whether through conversational experiences, AI-driven dialogues, or channels like email, SMS, mobile, and web. Teams can use reusable templates, enforce global brand standards, and localize content at scale, ensuring every experience is on-brand. Intelligent automated workflows activate based on real-time business events, such as orders, inventory, service tickets, and loyalty milestones. And because Engagement Cloud is built to work natively with SAP Commerce Cloud, Sales Cloud, Service Cloud, and core SAP systems, every interaction is tied directly to what's happening in the business. All powered by a secure, cloud-native composable architecture built for global scale, compliance, and continuous innovation. This flexibility extends across SAP applications, enabling teams to engage confidently across brands, regions, and business areas. Because with SAP Engagement Cloud, every interaction becomes predictive, every message becomes personalized, every moment becomes measurable. Turn every moment into an opportunity to create connection, build trust, and drive measurable business outcomes. Power unique engagement with SAP Engagement Cloud.

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With the SAP Emarsys loyalty solution, brands can seamlessly incorporate loyalty programs into their omnichannel marketing campaigns to foster brand loyalty across the entire customer experience. Our solution enables you to: Fuel your marketing strategy with easy-to-build loyalty programs based on tiers, incentives, and personalized interactions. Go beyond discounts with highly relevant, personalized rewards and incentives that drive repeat purchases and retention. Tailor customer journeys based on predefined actions, transactions, and events.  Quickly build one-to-one loyalty campaigns with drag-and-drop content blocks and personalization tokens that can be used across different channels. Nurture the customer journey with personalized loyalty campaigns across email, web, mobile, digital ads, and integrate mobile wallet for frictionless in-store identification and experiences. Get data-driven insights to optimize your strategy, measure success, and see the revenue impact of your loyalty program with the out-of-the-box loyalty dashboard. Join thousands of leading brands that use SAP Emarsys to elevate their omnichannel strategy with personalized experiences at every touchpoint for lasting relationships and better business outcomes.

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Mobile has transformed our consumer behavior. As an “always-on” channel, it has quickly become one of the dominant ways we shop for goods and consume content. Chances are, you may even be watching this video on your mobile device! To stay competitive, businesses must embrace a mobile-first omnichannel strategy. Emarsys empowers marketers to connect with customers on the go, and in the moment, through native channels, AI-infused capabilities, and best-of-breed mobile integrations. Let's explore how. Engage users with personalized in-app messages while they browse. Deliver timely offers to enhance user experience and boost conversions. Provide important updates or long-term offers accessible on the customer's terms with mobile inbox messages. Reach your audience in the moment with mobile push notifications. Deliver time-sensitive messages and trigger offers based on geolocation, customer behaviors, and more. Reach customers on mobile, without the need for an app, using mobile wallet campaigns. Offer digital coupons, vouchers, loyalty cards, and tickets directly to customers’ mobile wallets and connect online-to-offline interactions. Engage in real-time dialog through messaging apps like WhatsApp and Facebook Messenger. Send promotional and transactional messages, automate workflows, and provide personalized support. Deliver personalized, time-sensitive messages with SMS and MMS. Share text, images, and videos for interactive experiences, and respond in real time. In addition to a breadth of mobile channels, Emarsys integrates these with an extensive omnichannel offering, including email, web, and ads. Orchestrate customer journeys across channels with AI-powered segmentation and automation tools to deliver timely and personalized mobile and omnichannel experiences. And measure mobile engagement with omnichannel analytics to compare performance, determine ROI, and optimize strategy. Thousands of brands work with Emarsys to keep pace with their increasingly mobile-first consumers to boost conversions and build lasting customer relationships. Schedule a one-on-one with one of our experts today, and learn how Emarsys brings more power to mobile marketers.

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Your customers are more than just names in a database, they're people. They crave personal human experiences, no matter where they engage. By unifying data and channels, SAP Engagement Cloud gives marketers more power to build connected customer relationships across email, web, mobile, ads, and in-store. Easily scale personalized dynamic email content across segments with Engagement Cloud’s simple drag-and-drop builder. Personalize web experiences with content, special offers, and AI-powered recommendations in real time. Activate your first-party data across digital ads to power smarter acquisition and conversion campaigns across Google Search and Display, YouTube, Facebook, Instagram, LinkedIn, TikTok, and even the open web with partners like Criteo. Personalize mobile push, SMS engagements, and Mobile Wallet to connect digital and in-store experiences targeting your on-the-go customers. Capture data to link customers across channels and devices and drive consistent experiences. Personalize customer service interactions and increase loyalty. Adapt data, channels, and campaigns quickly from a single platform that allows you to understand what's working and optimize results. With data feeding back into Engagement Cloud, you can deliver unified experiences that fuel customer engagement with AI-powered insights and analytics.

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As marketers look to adopt AI everywhere, it can feel overwhelming and hard to know where to start. Done right, AI should feel natural and helpful, unlocking results at scale, rather than another added task. With over a decade-long AI heritage, SAP Engagement Cloud infuses AI throughout the platform to help marketers like you inspire creativity and productivity, power more relevant customer experiences, and solve real marketing problems to deliver business outcomes. With smart analytics, discover trends, patterns, and affinities in your customers’ behavior to inform your marketing strategy. Target specific audiences using AI segments based on predicted lifecycle status, spend, channel engagement, and more. Accelerate content and campaign creation with generative AI, from curated product content and offers, to creative subject lines and preheader text. Drive conversion and revenue with personalized product recommendations across email, mobile, and the web. Then, optimize delivery time and channel to increase customer engagement. And do it all at scale with AI-powered tactics aligned to your business outcomes to accelerate time to value. While the applications of AI for marketing are seemingly endless, we prioritize intuitive use cases and actionable insights built on trust. This means that Engagement Cloud AI is embedded purposefully into your marketing workflows, built on a broad, scalable, and secure data foundation, and adheres to the highest ethics and privacy standards. Unlock the full potential of AI to deliver hyper-personalized omnichannel experiences and optimize customer engagement like never before with SAP Engagement Cloud.

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As a marketer in the consumer products industry, you face rising customer expectations and unpredictable demand. To meet these challenges, you need an intelligent, connected solution that delivers personalized direct-to-consumer experiences, and drives business results. SAP Emarsys is purpose-built for marketers to make personalized, omnichannel customer experiences possible, and profitable, faster than ever before. It all starts with connected customer data. Whether you're looking to activate first-party data, or increase engagement, SAP Emarsys enriches your customer data to power more personalization, on any channel. Have an upcoming product launch? Drive acquisition with targeted segmentation to identify, and expand, your audience. With pre-built tactics, deliver the right message, on the right channel, at the right time. Use progressive profiling to better understand your customers, and grow relationships, making every moment count. Educate them with recipes, or local events, to learn more, keeping your brand top of mind as customer expectations continue to rise. Want to drive higher engagement? Offer a contest in-store, or a digital ad that brings customers to your website. Foster loyalty with interactive quizzes to help customers discover the best product for their needs. Once they purchase, encourage registration with a personalized email, and remind them of your warranty with an SMS message or push notification. Working with consumer products brands, we know what it takes to give you a competitive edge, and drive true customer loyalty, through AI-powered omnichannel personalization. Schedule a one-on-one with one of our experts today and learn how SAP Emarsys brings more power to marketers.

2:01

As a marketer in the sports and entertainment industry, you face growing expectations to deliver unforgettable fan experiences, and to keep your business thriving with consistent revenue growth. To rise to these challenges, you need a winning solution that seamlessly connects with your fans, both online and off. SAP Emarsys is purpose built for marketers like you to build and launch personalized omnichannel campaigns that turn casual spectators into die-hard fans and drive business outcomes. It all starts with connected fan data. SAP Emarsys helps you break down silos, giving you a complete view of each fan, unlocking true personalization and real-time engagement. Have an event on the horizon? Drive ticket sales with targeted campaigns that reach both new and loyal fans wherever they are. With pre-built tactics, deliver the right message, on the right channel, at just the right time. Connect with fans anywhere, using mobile wallet passes and digital tickets to create a frictionless journey from online to in-person experiences. Looking to keep the excitement high and drive engagement beyond ticket sales? Use automations to maximize the fan experience in real time. Engage fans before and during the event with essential venue information, personalized upgrades, or live updates that enhance their experience. Stay top of mind even after the event with follow-up campaigns that encourage repeat attendance and lifelong fandom. Ready to take your fan engagement to the next level? Working with top brands in sports and entertainment, we know what it takes to keep fans engaged and drive true loyalty using AI-powered omnichannel personalization. Schedule a 1:1 with one of our experts today, and learn how SAP Emarsys can empower you to win in any arena.

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Hello! In this video, you'll learn more about Digital Ads. SAP Engagement Cloud Digital Ads is an integration between SAP Engagement Cloud and the supported social and advertising networks: TikTok, Facebook, and Google Ads, LinkedIn, Criteo and Microsoft Ads. Digital Ads allows you to use the wealth of omnichannel behavior data available in SAP Engagement Cloud to target your contacts more effectively on these social networks. You can reach contacts who have not yet visited your website, responded to your content or are otherwise unreachable. You can also capture new leads by using lookalike audiences who share similarities with your most active segments. Digital Ads finds your existing customers on social networks by matching their profiles and allows you to effectively target them via automated and ad-hoc data-driven advertising campaigns. Let's take a look at our use case. Some visitors browse and register on your website, but don't make a purchase. So you want to identify the leads likely to convert and drive their first purchase with a simple and attractive ad. Here is how to do it with Digital Ads. First, I navigate to Digital Ads where the main tabs are Dashboard, Lead Ads, Audiences, and Ad Accounts. I start at the Add Accounts tab to connect a new Ad Account. You can create multiple connections if your business is operating multiple social ad accounts. To create a new one, simply click here then use a social ad account you are already logged into. Once the accounts are synchronized, you will see the Account Name, Network, Account User, Account ID, Status, and Created date. If you're setting up a Facebook connection, click on the cog icon to configure the conversion types that contribute to your conversion and revenue reporting. If you use Google in Digital Ads, ensure compliance with Google's user consent policy by clicking the cog icon to specify single-choice consent fields for accurate data sync. For disconnecting an account, just click here. I have all accounts set and synchronized. Let's move to the Lead Ads tab. Lead Ads are a great way to acquire new contacts. Once you've created the lead ad on the ad network, you can connect the lead ad form directly to SAP Engagement Cloud. Contacts who submit the lead ad are created or updated in SAP Engagement Cloud, added to a contact list and trigger an event, so you can target them with tailored welcome programs. To create a Lead ad Subscription, click this button and choose an Ad Network. Then select your Ad Account, page or campaign, and your existing Lead Ad form. After mapping the fields, you can check the final settings, and save. Now let's look at the Audiences tab. An Audience is a group that you target with your ad campaigns in your social network. Here, you see the list of the created audiences with their names, types, and the ad accounts and the network they're connected to. The status can be many things according to your network connectivity and state of the audience and your ads. For example: In case of Too few contacts the audience size is too small, so you need to increase it. Ready, when the network audience has been created and it is ready for you to target with your ads. Live, when you have launched the ad. And there are other specific status types. The Sync Interval column shows how often the Audience will refresh, depending on the type of audience and the network. The Size of the audience is important because this will be the amount of people you are trying to target with your ad. The Match Rate reflects how many contacts from your original segment were found by the networks. Then you see when the audience was created, when it was last synced to the network, and you can also manage your audiences or check the audience level reporting. Let's create a new Audience. I click on Create Audience and can choose my network. I can choose one of three Audience types. Automation audiences are populated when contacts reach the "Digital Ads - Add to Audience" node in an Automation program. We are going to use this for our Convert Hot Leads use case. Segment audiences target a segment, matching contacts based on the selected option. Since we want to target contacts through an omnichannel Automation program, we won't be using this type of audience this time. Lookalike audiences allow you to take an existing audience and ask the ad network to find similar customers. For example, if you are using Smart Insight, you can use a segment of high spenders to create a Segment Audience and then use that Audience to create a Lookalike so you can find more potential high spenders. I select Automation. Then I add an audience name, a description, and select the contact matching criteria. I then click Save. This will bring me back to my Audiences page where I can see my new audience. Now let's use this audience in a program. I navigate to the Automations overview, find the program I created and click Edit to access the flow of the program. I have a recurring node because I'd like to run this program daily. Then a segment with the leads who are likely to purchase followed by an email, wait, exclude segment with contact who purchased, and another email node. After that, I have further channel nodes. First, a Web Channel add node, then a "Digital Ads - Add to Audience" node. For this, I need to select the Automation Audience I just created. Once the audience reaches the minimum number of users, it will be used to display an ad. After waiting 5 to 20 days, I check if the contacts made a purchase and then use the "Digital ads - Remove from audience" node to stop showing them the ad as well as the web campaign. In case they didn't purchase yet, I let the audience run for a few more days. And I activate the program. Now let's take a look at the reporting pages. I navigate to the Digital Ads Dashboard. Here all the displayed data is coming from your social and advertising networks. You can select the network and the time period. The first one shows the total revenue coming from purchases and how much the campaigns have cost you. Next to that, Return On Ad Spend is the overall value of Digital Ads to your business. The Conversion Breakdown widget shows you Cost Per Mille, Click, and Action metrics and a chart with Impressions, Clicks, and Conversions. At the Lead Ads widget you can see the number of subscription forms and how many new and existing leads have subscribed using your Lead Ad forms. The last widget shows the connection status to your networks, and a summary of the Digital Ads features that you are currently using. If you'd like to check these KPIs and individual performance of an audience, just go to Audiences and click on the reporting icon. And this is Digital Ads! I hope you enjoyed this session and thank you for your attention!

6:22

Hello! In this video we're going to introduce Mobile Engage Push notifications. Mobile apps are becoming the most important channel to communicate with your customers. Driving engagement with Mobile Engage is very effective, as you can send push messages to your mobile application subscribers across multiple platforms and devices. Push notifications are messages that pop up on smartphones. They look similar to text messages or mobile alerts, but can only reach subscribers who have installed your app and give an explicit permission to get these notifications. The users don't have to be on the app or using their devices to receive them. When a user installs your app and gives permission to accept push messages, a push token is generated. The push token is used to deliver the push message to the device. The message you create in the Emarsys platform can be sent through an automation program, or directly to the devices of users included in the segment. And now to our use case. Alejandro has been a loyal customer who loves coffee and our brands so much that he even has our app installed. However, he hasn't been using the app or visiting our coffee shops recently. So to get him back on the app and into our stores will create a win back Interactions program to trigger a push message to inactive users like him whenever they get close to one of our stores with their mobile. First, I navigate to the Mobile Engage pages. The Dashboard gives an overview of the performance of your campaigns, including the revenue impact of your push messages, users activity and deliverability results distributed by platform. You can manage your applications on the Apps tab. This is important for the first setup and debugging your API integration if that's needed. You can add specific custom data fields that you can use in your push messages. You can also archive apps by clicking on the archive icon. Please note that campaigns related to archived apps will stop working. on the geolocation stab, you can set geofences. Geofencing is a location based service that allows a mobile application to trigger an event whenever the user enters or leaves a specific location. On this page, you can see details of all your registered locations listed by the app name, location name, radius, and the date when it was last changed. For our use case, I'm going to import a CSV file with the details of my stores. This can also be a text file. I select the app these locations belong to and click upload Once uploaded, whenever a user enters or exits any of the defined areas with their phone, a mobile event is triggered, for example, sending a push message or starting an interactions program. I have everything ready, so let's create the message. On the Push Messages tab all the push notifications are listed. Here you can manage your push messages, check their individual performance, and also create new ones. For iOS, you can use the Silent Push feature to change app badges without disturbing your users delivering background updates to the app. When I click Create Push Message, first comes the message settings. Here I name my message, choose the application that I'd like to send it to, and set the recipient source. With the Apply Segment Criteria for devices option, I can enable device level filtering. In the dropdown, you can select a segment defining what type of devices you want to target, like only iOS or those in a specific time zone. You can use the same internal ID for several push messages. For example, if you've already sent a push message but you'd like to update its content instead of sending a new message. Once everything is set, I can move to content creation. I add my message with an emoji, insert a personalization field, and an image. In case the name field has no value, I can add fallback text. You can make your push messages interactive with action buttons. Just open the Tap Actions tab, Create Actions and add buttons. The content can be created in multiple languages and if you have custom data fields, you can also give them values in this section or tab. You can manage platform specific values for your message for the different platform settings. There is a live preview of an iOS and Android device here, and you can also check your personalized message on a contact level with the contact preview. Lastly, I just need to test the message I created. Everything seems okay! If you chose a segment as the recipient source in the message settings, you could schedule your push message, setting up the campaign sending rate at push throttling. Since I selected automation, I simply click ready to launch. Then I navigate to the Automation Overview page and find my program. As per hour use case. On the entry node, I select the geofence event. On the decision node, I specify which store my contacts should be nearby to enter this program. And on Mobile Engage Push Message node I add my push campaign. After setting everything up, I can activate the program. Let's check the performance. For that click the reporting icon on the Campaign Overview page. Once you select the time frame, you see the Revenue Impact, Summary and Opens. Below you see the same KPIs per day. Sent is the total number of push messages sent. Opens are the tabs on the message, and undelivered is the number of messages that could not be delivered by clicking on export. You download that data as a CSV file and that's how Mobile Engage Push message and Geofence work. I hope that you enjoyed this session and thank you for your attention.

3:56

Welcome! In this video we will present you Mobile Engage Inbox campaigns. Why Inbox? A mobile app inbox is very similar to an email inbox so your messages will be displayed in the central area of your mobile app. One key differentiator is that contacts don't need to opt-in to receive notifications to receive inbox messages! Also, your contacts will be engaged with inbox messages longer and will read them through repeatedly. Unlike push notifications, inbox messages are persistent; they don't disappear like push. Let's take a look at our use case. Your customer Dave has recently installed your app. You have already sent him an In-App welcome notification, but he has not yet purchased. Now, you want to extend the current program with a non-intrusive Inbox campaign, as a reminder, including a 10 % unique voucher code to motivate him to purchase. Let me show you how to build and automate this campaign. On the Mobile Engaged page, I navigate to the Inbox campaigns tab and click create Inbox campaign. I name the campaign "Welcome voucher Inbox", select the application, and enable that the campaign has a HIGH priority. How it is displayed is up to the developer of your app. It could be top of the list of messages, bold or have a flag. The internal ID is for external reporting. On the right I select the recipient source. I select Automation because I want this to be a part of a program, but you can select a segment to send ad-hoc campaigns, as well. Similar to Push or In-App campaigns. I can apply segment criteria for devices to make sure that for example only iOS users are targeted. In the Conditions drop-down I select my iOS Users segment I created earlier. Next step is Content Creation. Inserting content on the preview is easy. I click the media icon above the message title, select an image from the media database and add my reminder message with a header and body text. I include first name as personalisation and add a fallback text. I also include a unique voucher code from a voucher pool I have created earlier. Under action Buttons. I add a button with a link. Again, how this is displayed depends on your app. I quickly create a Spanish version for Spanish device settings. The default language is defined in the App settings. Inbox settings is for advanced users to add additional data to the message using JSON format. After everything is set up I send a test message to my mobile. Everything looks good so I click ready to launch and add the message to my Automations program. When the recipient source is a segment this scheduling page is available for you to see the Total number of contacts targeted. You can decide when the message expires to avoid frustration of recipients seeing expired vouchers for a sale they missed. And you can schedule the campaign for now or at a specific date and time. Congrats! Your inbox campaign is up and running. Let's check the performance. For that, click the Reporting icon on the campaign overview page. Once you select the timeframe, you see the summary and you can take a closer look at the following: Sent displays the time when the messages were sent. Opens are the clicks on the message to open from the Inbox Overview. Pinned is an additional function depending on your app, like marking as favourite. Seen is how many contacts have seen the message in their Inbox Overview. Undelivered is the number of messages that could not be delivered. Now, you're familiar with Mobile Engage Inbox campaign creation and the reporting. Thank you for your attention!

7:04

Welcome! We are excited to present Mobile Engage In-app Messaging to you. Mobile Engage In-app allows you to display Mobile Engage In-app allows you to display Mobile Engage In-app allows you to display messages to your users within your mobile application. You can effectively react to user behavior, drive attention to particular places in the app, provide relevant information, give rewards or promote purchases. Let's see how to use In-app through a use case of motivating new app users to make a purchase. Dave installed your app recently and has visited Product Pages but didn't buy yet. You'd like to motivate him to purchase with an incentive. To do that, we'll create an In-app overlay campaign and use it in an Automation program. First, I navigate to the Mobile Engage In-app Messages tab and click Create In-app Message. There are different campaign types: Overlays display messages with call-to-action buttons over the screen, like pop-ups. Inline campaigns appear in a predefined screen section within the app content. Use these, for example, to display behavior-triggered promos without interrupting the user. On-Event Actions allow you to control the screen flow of the app without displaying messages. Use these, for example, to trigger your operating feature after a purchase. I pick Overlay. Then I set the name and choose the application. For the recipient source, I can select: Broadcast to send the message to all contacts. Audience/Segment to target specific segments. Enable the update audience checkbox to ensure that the segment contains the most up to date list of contacts. Otherwise, the campaign will be sent to the contacts in the segment the last time it was run. Push Message to display In-app messages triggered by a linked Push message. This option is available for Overlay and On-Event Action campaigns. To include my In-app overlay in an automation program I choose Audience, No Segment (Empty Audience). I can enable device-level filtering to limit the message delivery, for example targeting only iOS users. Once everything is set, I move to Content Creation. On the left you see: Predefined Templates categorized into groups, each with multiple layout options. For Inline campaigns you can either use a template with title and text or with a button. For On-Event Action campaigns you add the event that will happen when the campaign is received. For my Overlay campaign, I select this template. On Styles you can customize the look and feel of your message. I change the background color and opacity and modify the button color. With Language you can create versions for each device language. In the Preview, I change the picture and modify the message that helps to motivate the user to make their first purchase. Before I set my call-to-action, let's look at the different button types: Application Event allows you to react to locally defined app events, like rating shopping experiences. Deep Link is a special application event that directs users to a dedicated place in your app, like a customer's wishlist. Custom Event triggers a specific event you have defined reacting to a user's action. For example, a user clicks on an In-app message, which triggers a custom event and sends an email to the user. Open External URL leads users to a link in the mobile browser app. Request Push Permission opens a dialog to ask the user for their permission to receive push messages. Close and Close with click shut the In-app message. Close with click will also appear in your reporting. Copy to Clipboard copies any value with the click of this button. For example, a voucher code. I select Deep Link and add the URL. I'd like to have a German version as well. I select German from the drop-down and paste the translation in the preview. Now I can send a test message. Looks good! Let's Schedule my campaign. If your recipient source is set to "Push Message", you have to activate your message on the Scheduling page. In my case, I need to choose when to trigger my message. I have three options: When the user starts the app, when a custom event happens, like the user visiting a specific page, or it can be triggered by a Push message. The trigger for Inline campaigns is the view-id which needs to be matched with view-id implemented on the app. I select "When user starts the app". In frequency settings, you set how often a user can see your message. A specific or unlimited number of times. In this case, you can decide what happens after the user interaction: Either continue delivering, pause the campaign for a certain time or stop showing it. I want to show my message once. Finally, I set the campaign running time and launch the In app overlay. If you change your mind, you can cancel scheduled launches. Remember that canceling a launched campaign is irreversible, so you must copy your campaign if you want to edit or relaunch it later. Now I navigate to the Automation overview page and edit the program. Then I select the previously created message in the Mobile In-app add and remove nodes and activate the program. If you need to edit the content, scheduling settings and timeframe, you can always edit your running campaign, but you cannot cancel this campaign while your program is active. To do that, you need to replace it in the program node or pause the program. Now back to the In-app message overview page. Message details such as internal name, recipient source status are shown here. You can edit the language versions, check the individual reporting, edit the message and its settings, copy or delete it. You might want to hide your finished and canceled In-app messages. I set priority to 1 as my new campaign is the most important one for users targeted with multiple campaigns. Let's look at the Reporting page. Once you select the timeframe, you see the number of targeted contacts, impressions and the number of clicks. If your In-app is connected to Push campaigns, you can also check the performance here. The donut charts visualize impressions and clicks. Below, you can check the button click distribution. The line graphs display the metrics for untargeted and targeted contacts, impressions and clicks. Lastly, I navigate to the Dashboard tab to see the overall In-app impressions for a selected period. And that's how Mobile Engage In-app Messaging works! Thank you for your attention!

4:20

Welcome! In this short video, we’ll introduce the basics of the Emarsys Loyalty solution. We have a simple use case to show you how a contact joins, collects and redeems points and rewards. With Loyalty you can drive customer engagement and lifetime value with a personalized loyalty program. It allows you to assign rewards and special statuses to your customers based on their interactions, level of engagement, or based on their spending. You can control how and what they get in return. In your account, you can set up and manage your loyalty plan. Use your Loyalty plan to control Loyalty Tiers, Benefits, Actions Vouchers and much more. Choose your Loyalty plan based on your business model to realize and communicate your strategy to your customers. Let’s start with our use case. Imagine that you have just released your loyalty program and Rachel - one of your customers - visits your store. She is immediately introduced to the Loyalty Program by opening the Loyalty Wallet and receiving an incentive to join. This customizable floating widget on your website is what we call the Loyalty Wallet. Once a customer has joined Loyalty, they manage everything here. They collect points and vouchers and spend them, view their tier status, benefits, history, and other information concerning your loyalty program. The look and feel of the Wallet can be easily customised to fit your brand. In our example, Rachel joined a “Points & Redemption” plan so she earns points for completing actions. Points are our standard currency for Loyalty. You can call your currency “points” or anything that resonates with your brand like “stars” or “coins”. Rachel uses points as a currency to redeem various Vouchers and to move between tiers. In this use case we have three tiers - we’ll call them Bronze, Silver and Gold - but you can have one tier only if you prefer. Rachel enjoys different rewards according to the tier she is in. We call these specific rewards “Tier Benefits”. So for example if Rachel is in the Bronze tier she gets a gift of a 10% off voucher, but once she moves to the Silver tier she will get 15% off and early access to special offers. There are many different types of benefits, each of which is defined by you and is displayed in the Wallet. Actions are the customer-side interactions with your Loyalty plan. In our example, Rachel received 100 points for the action of joining Loyalty. Your Loyalty plan is based around offering incentives incentives to customers to take actions and rewarding them for doing so. Actions can result in earning points or getting other rewards. Points and rewards are great ways to enhance the engagement of customers and to provide them with exclusive services. Your actions can be designed for various purposes: to drive a purchase or a special promotion, to collect CRM data or reviews, to offer products or rewards based around an event. A birthday can be a meaningful event that lets customers unlock more points. Here we have a “Weekend Sale” promotion example, that allows Rachel to earn double points when she makes a purchase this weekend. This drives more purchases for you and gives her the motivation to buy the French beret she always wanted. So far simple, but what can she do with all the goodies she has in her wallet? Exactly! She can redeem them! For the 200 points she got for joining and purchasing during the weekend sale she can redeem exclusive early access to a special sales page. Rachel was so satisfied by her new beret and how easy and fun it was to get it with Loyalty, that she wants to share this with her friends. By setting up Referral actions, you may even help Rachel to invite new contacts into your Loyalty program. Setting up a Referral action is very similar to creating other Loyalty actions. You set up your message, select the channels for sharing your invite and finish the setup. And these are the basics of the Loyalty! I hope that you enjoyed the session, and thank you for your attention!

3:44

Welcome, In this video we'll introduce Web Push notifications which are push messages your customers receive on their desktop, iOS or Android mobile browsers, even when they are not on your website. Regardless of your business vertical, this channel efficiently utilizes the increasing amount of time customers spend browsing. When you combine combine Web Push with other channels, you further enrich your customer journey. With Web Push, whenever your customers are browsing you can alert them to expiring deals, abandon carts, and send notifications of all sorts. Let's create a Web Push campaign that will integrate into an Omnichannel Automation program. The objective is to convert casual website visitors into dedicated customers by notifying them of a special offer upon their return to your website. Go to Channels, Web Push and click on Create Web Push campaign. I give my campaign a name. There are several Recipient Source options: 'Automation' is for Audience-based or Event-based programs. If you want to react to your contacts Web Push custom events, create a Web Push event-triggered program. Then, you can select the Web Push event and incorporate filters and various channels. 'Using a segment' lets you select any Emarsys segment previously created. You can build segments with data from your Web Push campaigns. To do so, go to Contact/Segments and create a Web Push segment. Then, select the domain and the conditions you want to set. 'Using a contact list' option allows you to select fixed contact lists. I choose Automation. Then, I select the Domain, on which contacts signed up for push notifications. In Web Push you can create and manage your domains under the Domains tab. Let's save and go to Content Creation. In the editor, I compose my message and add the contact's first name with a personalization token. I can add two types of images: first, I add my brand's logo as an icon, then a banner image about the limited discount offer. In the Action Buttons tab, I can add up to two separate buttons to the notification. However, they are not supported on all browsers and operating systems, so we highly recommend adding a Default Action as well that makes my entire Web Push notification clickable, redirecting users back to my website or app. In the Languages tab, you can create language versions by simply adding the text in the Preview. In the Web Push Settings, you can define the length of time during which the notification will be available to display to users. Using this feature helps you prevent displaying messages after they are no longer relevant. Similar to the other channels, I can preview my content and send test messages to any email addresses, contact list or segment. If you chose a segment as the recipient source in the Message Settings, you could schedule your Web Push campaign. Since I selected Automation, I simply launch my campaign to make it available in the Web Push node of the Automation program. Now that I have the Web Push campaign ready, I open my Automation program. Then, I select my campaign from the drop-down list and activate the program. Once you have launched your Web Push campaign, you can access campaign reports from the list of campaigns by clicking on the Reporting icon. You can select a target period, export data and view campaign details. You can select to show data for final sent or test messages. Use this option to exclude data of the sent test messages from the report. You see the campaign's revenue impact at the top of the page, if you have Revenue Attribution. Below, there is a summary of campaign direct opens, sent, and undelivered data. Click here to see details of the undelivered reasons. Hover over the graph to see daily figures. That concludes the introduction of the Web Push channel. Please note that due to the various browser and operating system restrictions, some functionalities are limited on certain software and devices. For details, please check our documentation. Thanks for watching.

10:10

Hello. In this video, you'll learn how to create email campaigns in SAP Emarsys using the Visual Content Editor (VCE) and explore the email reporting. VCE is a user-friendly email content editor that utilizes block-based templates for quick and efficient email creation. I'll demonstrate this by creating a welcome email for new subscribers. Let's start the email creation with templates. These define your email's elements like layout, styling, and dynamic content. When you update them, you can apply the changes to all related email campaigns. Go to Content > Email Templates to create your own templates or copy a pre-built one. Contact your Client Success Manager if you want to order custom templates from Emarsys. Now let's create an email by navigating to Channels Email Campaigns, clicking here, selecting the appropriate email type, then editor type, and finally choosing the template. The workflow steps help you configure your campaign. On Email Settings, I define: The internal name of the email campaign. The language of the Emarsys-provided landing pages, which display the online version and unsubscribe confirmation if you enable them, is independent of the campaign's languages. The Email category, which makes analysis and segmentation easier. I'll create the category "Welcome". The recipient source, which you can choose from segments, contact lists, combined segments, API and others. I want to use my email campaign in an Automation program. So, I save my changes and navigate to the Automation Programs page. I edit my program. Click on the corresponding node and select the campaign from the list. I'm ready. So I move to the Content Creation step. On the left you have several tabs to manage your content. In the Blocks tab, you can drag and drop and edit them in the Live Preview. These blocks help you build your email with images, text, and other elements like product recommendations. In the Live Preview, check out the toolbar functions that apply to the entire block: Style settings to change the appearance of the block. Optional content to show or hide elements within the block. Predict product recommendations. We will talk about these later. Hide on mobile devices. Block targeting to show or hide certain blocks to specific contacts. Product source to include personalized product recommendations depending on a recommendation rule or product set. We'll cover this in our Advanced VCE video. Save to reuse allows you to save the set blocks in a library, and then reuse them in your current or other emails created from the same template. For example, you can save blocks containing set product recommendations or ESL snippets and insert them into new campaigns. Later, I'll save and reuse a set block. You can remove or duplicate the block if you want. You can reset it to its original layout and you can move it in the email. Let's edit this text block. Here, I can format the text, add Conditional text or a URL, Personalization, or an Emarsys Scripting Language snippet for advanced personalization. I modify the content and add a personalized token, a placeholder for a contact data field. I also set a fallback text in case the field has no value. Also, I want to insert a unique voucher code. For that, I need to create a voucher pool on the Omnichannel Voucher Management page. I name the pool and upload a simple one-column list of codes, saved in TXT or CSV format. I want my new subscribers to receive a voucher only once, so I won’t select this option. I add a text to display if the pool is empty, and set a reminder for when codes run low. Let's save that and go back to the welcome email. On the Personalization tab, I create a custom token for my voucher pool, and add it to the email. Now, let's add some product recommendations. You can do this in two ways: by predefined Predict recommendations or your own rules. In this video, we focus on Predict recommendations. You can use Predict recommendations in a block with image placeholders, ideally with two or more columns. I want to include recently browsed and popular products. I click on this icon to configure the Predict recommendations. In the Widget Editor, you can decide which product catalog fields to display and which logic to use. I choose “mail personal” and click insert. I choose “mail personal” and click insert. This will only show as many products as image placeholders my block includes. I saved this block because I'd also like to use it for my Birthday campaign. I save my changes as a draft. You can always undo and redo any previous actions. Let's have a look at the other tabs. On Email Basics, you define the Subject line, From name and From email address. These fields are all mandatory. You can use personalization and conditional text in the Subject line. You can also generate a subject line with the help of AI to unlock Emarsys AI-assisted features. Go to Management, Consent Management, then review and accept the AI terms. Please note that all users can read this document, but only account owners can provide their consent. Let’s accept the terms. Go back to my email and explore the Subject Line Generator functionality. Here you see: The default settings that you can adjust. Feedback sending possibility. Access to the related documentation. A short description of this feature. What the proposed variants are based on. Existing subject line campaign content. The generated variants with insertion, variant creation, like and dislike options. Prompt text field with generation. I open the settings and set the variant to 5, the creativity scale to 90 and add a baseline instruction. And the generation is done. I like this variant, so I insert it into the subject line. Now back to the Email Basics. The From name field supports both personalization and conditional text. I add conditional text to display different from names for male and female recipients. If I don’t have this information, I use Bestrun as a fallback. You can handle replies on your side and insert the From email address manually. Or create a reply mailbox in the Reply Management and select the address from the dropdown. I’ll select an existing one. A Preheader can increase your open rates. Use the AI Preheader Generator to create a preheader in seconds. It works like the AI Subject Line Generator. If you don’t set the preheader depending on the email client, the first few characters of your message content will be shown. If you don’t have unsubscribe and show online version links in your template, you can insert them here. To change the opt-out request text, go to the Form Settings page. Now, let’s take a look at the remaining tabs: On Links you can see and edit all the links found in your email message. I add a link and set it tracked, which is important for reporting. Recent media shows all the images that you've recently used in campaigns. I add this image to the message body. Style settings allows you to change the look of the email without affecting the original template settings. They're based on variables that are defined in the template. I change the background color. Versions are used for A/B testing to create different email versions and compare their performances. On the Languages tab, you can copy the master email and create language versions so your contacts receive the appropriate version. Please refer to our documentation for details on this. Finally, on the Personalization tab, you can create and use custom tokens. Inbox Preview lets you see how your email campaigns will be displayed in the most popular email clients, such as Gmail or Outlook. Click on the Device View selector to compare your email on desktop and mobile devices, and edit your content in the different views. Now, I checked the appearance of my email in the Contact Preview. I'm happy with it. I click Finish Editing to save my changes. This is necessary before testing and sending the email, but you can still edit your campaign before launch. I click Testmail, choose the recipient source and send it. If you want to test your personalization, select Contact List or Segment. Let’s move to the next step. The Campaign Check analyzes your email campaign and provides information about elements of your content to help you prevent deliverability issues. If you don’t use the campaign in an Automation program, you can schedule and launch it on the Scheduling page. In the case of one single email version, your launch list will be calculated and appear here. You can use Send Time Optimization to calculate the best time of the day to send the email to each recipient. With Emarsys’ advanced scheduling capabilities. You can also send different versions of your email to see which one performs better. First, you select a percentage of your launch list for your first test, give it a name and manually select which version you want to launch and when. Repeat the process for as many tests as you want to launch, but you cannot send tests to more than 80% of your recipient list. Once your tests are scheduled, set the Final Mailing. For this, use the automatic version selection and choose how to calculate the best performing version that will be sent for the remaining contacts. Allow 3 to 4 hours after your tests to gather responses to calculate. Let’s check the Email Campaign List page for email management. The filtering and multiple selection lets you organize your campaigns more effectively. If you look for older emails, check the date selection filter settings. Depending on the email type, status, and account setup, you can activate or deactivate, distribute campaigns to other accounts, check reporting, preview, edit emails or language versions in translator mode, copy, delete campaigns. In this page, there is another tab: Launch Monitoring. It allows you to check the launch progress for large campaigns. As the data on the page refreshes automatically, you get an up-to-date estimation. Now let's see the email reporting details of the welcome email. The Results Summary shows all basic metrics for the selected launch of this campaign series, such as Number of emails sent or breakdowns of the Bounces. The Link Tracking Reporting and the Visual link tracking tabs list all the links in the selected email and show how many contacts clicked each one. You can also get a better overview of the unique clicks versus the total clicks. The Click Rate Over Time shows the clicks made in your email during the days following the launch. Domain Reporting is an important tool to identify deliverability issues on an ISP level. This page gives you an overview of key metrics aggregated by each domain. Engagement Reporting shows who is interacting with your emails to help you understand if you’re targeting and segmenting correctly. For emails with connected campaigns, Trend Reporting shows the campaign series performance for the selected time frame. We recommend using the Campaign Analytics page to get a better overview of the overall campaign performance and trends. And that concludes the most important functions of the Visual Content Editor and Email Reporting. Thank you for your attention.

10:34

Hello! Now that you're familiar with the basic functionalities of the VCE, we'll look into some of the more advanced ones. We will cover: triggered emails, working with templates, product recommendations and more. We're going to build the first email that we'll use in a fast abandoned cart Tactic that we've already created. With this email, we want to encourage known visitors who have added products to a cart but ended the session without purchasing, to complete their transaction. Automation Center programs use emails created from Channels > Email Campaigns, but this Tactic is an event driven Interactions program so it uses emails created from Channels > Triggered Email. Triggered emails are time sensitive email messages like double opt-in, password reset, and transactional messages after a purchase. They ignore the standard email opt-in! Before I build my abandoned cart email, let's discover the email templates. SAP Emarsys provides pre-built, easy-to-use email templates in every account. These include all our most up to date features for email creation. You can copy and adapt these templates to your brand and design. Let's have a look at how you can edit this one: On the Frame Editor tab, you select the doctype for the email and add the HTML code which provides the basic layout of your email campaign. The Style Editor is where you paste in the CSS that will determine the style of your email. You can also see that many elements are marked as variables which make them editable in the Variables tab. I will show you that later. On the Blocks tab, you can create new blocks using HTML code and also edit, copy, or delete existing ones. You should create a block for every element in your email, including the header and footer. Every Content block needs to start with a block-level element, like table row, div, or table. You can see that some product blocks are marked with the tag e-repeatable-item. These blocks can be repeated to show multiple items, for use cases like abandoned cart emails, wish list updates or product recommendations. Let's edit a block! I want to have a pre-built Predict Recommendations block so when I create my emails, I just need to drag it in. For that, I copy this block that includes 4 columns with placeholders for images. You can identify these placeholders by the text “img src” or Image Source. The value here is what I want to replace in a minute. I make some room at the top and click on the 3 dots to find the Insert Recommendation button. Now I have to set up my recommendation choosing the fields I want to show, as well as the logic, style, and formatting. Once I'm done, I click insert and I get a line of HTML which I need only temporarily. In this line, I identify the image source URL and copy/paste it replacing the values of each of the placeholders I already had in the block. Then, if you look closely, you notice this number and the URL. This indicates the order of recommendation, so to avoid repeating the same product, I change the number to 2, 3 and 4, respectively. Lastly, I delete the extra line of code we added, rename my block, save, and go back. The last tab is the Variables tab, where you define default values for those elements marked as variables in the Style Editor tab. For example, you can change the default background color or the font to be used in your template. I change my default font. I can also update any email based on this template with the changes made. Now let's create our abandoned cart email based on this template. The Triggered Email Mail Streams tab, lists all mail streams that have been created in your account. You can activate, deactivate, edit, copy, preview, check the analysis of activated mail streams, and delete deactivated ones. I create a new Mail Stream. First, choose the email type: Custom HTML or Block-Based. I choose Block-based Email and select my template. In case you created the email via Channels > Email Campaigns or Content > Block Based Templates, you can convert the email into a triggered email by selecting "Generate it through an event" and "on external event" or "on Interactions Event" as your recipient source. On the Email Settings I name the campaign, choose the language of the unsubscribe page, select an email category, and add google tracking parameters if needed. The BCC feature allows you to receive copies of triggered emails without being counted in the reporting. Note that BCC is not available for broadcast mail streams, but you can add additional email addresses to them with API calls. Instead of the Recipient source, you choose the Trigger source: External event, if you want to use API events for use cases where you don't need an entire program, like order confirmation or password reset. Broadcast event, to send triggered emails to contacts who are not in your contact database. For example: "Terms & Conditions" updates. Or Interactions event to use the email and Interactions programs like mine. Now, I move to Content Creation. You're already familiar with most of the features of the Content creation, so let's see some advanced features. For my abandoned cart email, I want to use product recommendation with the Product Source option. Product source is only enabled on those blocks that were created with the e-repeatable item tag. They will dynamically replicate themselves based on the options we select, to include personalized product recommendations. You can choose from two options. Personalization Rule gives you the freedom to create your own Recommendation Rules using business-specific filters. I'll come back to this later. And Product set uses a predefined set of use cases like price drop, back in stock, or abandoned cart, which is our use case. Below you, define how many products you want to show in this block. Now, I insert my abandoned cart recommendations with the personalization tokens from the product catalog section. I add the title and the description of the abandoned products. I put the price on the CTA button and add the link. The image can also be added via personalization, as well as the link behind it. As Contact preview supports Personalization Rules, you can check your recommendation results on individual contacts, without excluding already-purchased products. Going back to Personalization Rules. You can only use this option on batch email campaigns like one-off limited offers, birthday, or winback programs. Since our use case runs with an event driven Triggered email, we won't be able to use Personalization Rules this time. However, I still want to show you how it works on a different use case. Personalization Rules enable you to tailor the recommended product set to your business needs. These rules are set up in this separate menu. I can see all the rules I've previously created, edit, copy, or delete them. When creating a new rule, first, I select my base product set. I choose Global Popularity, which is a general list of the most popular products from my product catalog, including the most-viewed and most-purchased items in the last 90 days. I name my rule and add the filters I need. I want products with a price larger than €10 from my category "Deals". I also make sure that all my conditions are true ... And that I exclude any products my contacts purchased recently. Once I save my changes, I can see some sample products on the right. I'm happy with that, so I go back to my email. These rules are then inserted in the same way as we added the abandoned cart Product Set, but selecting the Personalization Rule instead. Then you add all the different placeholders by using personalization tokens from the Product Catalog section like before. Let's go back to our abandoned cart email and create different language versions. Sending them in one campaign saves you time. Max is a German customer. The language we use to contact him is based on the IETF language tag field in his profile, which you have to populate. On the Languages tab, you can make copies from your original email. If none of your defined languages match your contact's IETF language tag, or that field is empty, the master language will be the fallback version. For Triggered Emails, you need to use a specific From (email address) on the Email Basics tab, if you don't have one, you need to reach out to Emarsys Support to help you create one. On the Scheduling step you can then Activate or Deactivate the mail stream. I activate my email. I can add the Triggered Email to my Interactions program at any point, but I won't be able to launch the program unless my email is active. All I've got left to do is make sure that all the other assets, such as segments, messages on other channels, and so on are also ready before I launch my program. On the Home page, the Triggered Email Report widget provides you daily results of delivered, canceled, and bounced emails. Below, you can access further reporting on Canceled emails and Bounces. And those were examples of some of the advanced functionalities of VCE. I hope you enjoyed today's session.

5:32

Hello! In this session, you'll learn about the HTML editor for email, using the common use case of triggered email creation as a basis for our narrative. The HTML editor allows you to create emails by using your own HTML instead of an email template. You can fine-tune all aspects of your email campaign and have full control over the HTML code. Now to our use case. Rose, your customer, wants to make a purchase on your website, but has forgotten her password to log in. This happens even to the best of us. She requests a new password, so you'll need a password reset email sent to her immediately, before she loses interest. Let's see how to create this triggered email using your own HTML source. I navigate to the Email Campaigns page. Here, depending on email type and status, you can activate, deactivate, distribute to your connected account if you have, check reporting, preview, edit, copy, and delete existing emails. As well as create new ones. Let's create a new one. First, choose the email, then the editor type. I select Trigger Email, then the Custom HTML Email option. After creating the email, you reach the Email Settings page. Here I set the internal name of the email, choose the language of the unsubscribe page and select my email category. I don't activate this check box because I want to send the email, even if it has no attachment. Now I create the password reset event, which will trigger the email sending. Then I save it and go to the Content Creation page. At the top you see the campaign name and the Save button. Here you see the workflow steps you need to go through to finish and activate your campaign while here on the left you have several tabs to manage your email. Let's start with Email Basics. The Subject line, From (name) and From (email address) fields are mandatory. For registering dedicated sender domains, you need to contact support. You can also add a preheader to boost your open rates and it's possible to enable the Unsubscribe and Online Version link insertion. Then I click Source Code. This is the second tab. Here you can write or insert, then edit your HTML code. The toolbox helps you to easily modify your code. You can add: Personalization fields, Conditional text, Items from the Media Database, Links, Predict recommendations. For a better editing experience, use the Find and replace, Word wrapping and toggle functions. I drag and drop my HTML code to discover the preview options. There is: a Live preview to see the real-time changes you make in your source code. An Inbox preview to check how your email campaign will be displayed in the most popular email clients, such as Gmail and Outlook. A Desktop or Mobile device preview. A Full preview to see the email including From name, Subject line, Preheader and the Online version and Unsubscribe links. And a Testmail function to send a test email to your inbox. I continue with the email creation. In the Live preview, I click on the part I'd like to edit. Then I insert a personalization field instead of the First name text. I add a logo from the Media Database and make the contact us email address a link. To improve your deliverability, you should always include the text version. It's really easy with the HTML editor. Just click on the Plain text version icon, then Generate Text. If you generate the text version, don't forget to regenerate it every time that you update the HTML. Let's move to the Fallback Text tab to define alternative content, if the personalization fields have no value. In our case, if the First name field is empty I want to show 'friend' instead. On the Link Overview, all links of the email are listed and checked separately for the HTML and text versions. You can edit and open them. Set links trackable with names and categories on the Link Tracking tab. I give a unique name and to add a category to the Reset Password button, because it helps to segment and filter the responses in the email analytics. If your email is not event-based or used in an automation program, you can create different versions for A/B testing on the Versions tab. I'm done with the content, so I send a Testmail to my test segment. Finally, on the Scheduling page I activate the mail stream and my password reset triggered email is ready to go. We hope that you enjoyed the session. Thank you for your attention!

3:34

Welcome! In this session we will be covering our recommendation engine, Predict, which analyzes the online behavior of your customer base and serves personalized product recommendations to your customers via various channels. We achieve this by using machine learning. Predict is made up of two products: Email and Web Recommender. Predict has its own reporting dashboard that allows you to check on your results. Let’s start with Email recommendations. We display product recommendations in email via dynamic images showing a product thumbnail along with the name, price any other information that you pass to Emarsys. These images are rendered in real time when the recipient opens the message, to ensure that your customers always see the most relevant and up-to-date product recommendations. There are 6 types of recommender logics available: Mail Personal delivers personalized product recommendations to customers based on their recent browsing activity and purchase history. Abandoned Cart delivers the last products abandoned in the cart by the customer as well as product recommendations related to these. Post purchase delivers complementary product recommendations based on the last items purchased. Mail Category delivers personalized product recommendations from specific categories. Recently Viewed delivers the last items viewed by the visitor, and may use Mail Personal to provide more products if required. Recently Purchased delivers the last items purchased by the visitor and may also use Mail Personal to provide more products if required. In our use case, we want to add a Mail Personal widget to an Abandoned Browse campaign, to target users who have been on our website for more than 1 minute, but haven’t made a purchase or added an item to the cart. Our goal is to engage contacts who have ended a browsing session by recommending products that were not seen by the customer during the session. Adding product recommendations to an email is easy with the VCE. You have 2 options: You can either add the recommendations to a content block during template creation if you are going to display recommendations regularly in email campaigns and want to save time. Or, you can convert any image into a recommendation when creating an email campaign on the fly, as long as you can see this active Predict icon in the block. To do so, simply hover your mouse over the image to display the block toolbar and click the Email Widget Editor icon. Customize the recommendation image to your preference, and when you are finished, click Insert. Quick note: the product recommendation is an image containing several fields rendered into the image itself. So, if the block you want to add the recommendation to also has some text under the image, disable any optional elements with the Manage optional content tool. The Email Recommender reporting page lets you keep track of all the interactions of your customers with the product recommendations in your email campaigns. You can define the time period of your reports in the calendar. Below you see the email widget impression, click revenue and click through rates for the selected time period. Then you can dive deeper and compare widgets by expanding them into detailed chart metrics. You can select AB metrics and outliers for widgets with little activity as well. From this page you can also access the Email Widget Designer.

3:10

Now let’s move on to the Web Recommender. Product recommendations  appear on your website pages in the form of recommender widgets. These display a selection of relevant products served by their own specific recommender logic. The integration is done on the page’s frontend using standard technologies like Javascript, HTML and CSS. On the home page of your site, a series of recommender widgets populated by the HOME widget engage first-time visitors and returning customers alike with popular product offers from the most relevant product categories. First-time visitors receive generic trending product offerings, while returning customers receive a fully personalized experience. On your product pages the Predict RELATED widget helps boost this revenue by suggesting visitors find the Right Product from a selection of interesting, but similar items. RELATED widgets usually generate the major part of Predict's direct added value. If you are going to use just one Predict widget, use RELATED on your product pages. Finally, products are placed in the cart. Because we know buyers are indecisive and 70% of carts get abandoned, the CART widget targets buyers with a mix of complementary and alternative products to drive cross-sell opportunities. These are the recommender widgets most visitors interact with. However we do offer a few more widgets to integrate as well. The Web Recommender reporting page lets you keep track of all the interactions of your customers with the Predict recommendations on your website. The overview report at the top shows the contributions that your widgets have made to your business over the defined time period. These are broken down by total contribution in percentage, total revenue earned and overall click-through-rate from all widgets. Below you see the impact broken down by the different widget you have. Predict attributes revenue from web recommender widgets by tracking which links a visitor clicks in a widget during their visit to the website. If the visitor purchases the same item within 24 hours, the item purchase is attributed to that widget (other items purchased at the same time are not attributed to the widget). Clicking on Compare widgets expands a series of charts with each widget represented by its own line. Widget performance is shown per day, week or month. You can compare widgets according to: Impressions, which is the number of times the page containing each widget was loaded, Click-through-rate, which is the clicks as a percentage of Impressions, Revenue, which is the total value of all the Order lines, or Revenue contribution, which is the revenue from the recommender as a percentage of total revenue. By merging cross-channel behavior into a single record we are able to ensure the most relevant and personalized experience for each individual user. In addition, thanks to the tight integration between our recommendation engine and the Emarsys email infrastructure, anonymous profiles are easily matched with identified contacts, ensuring maximum touch-point coverage. The result is that you can personalize significantly better to more contacts with an omnichannel approach than you could ever imagine. We hope this video was useful. Thank you for your attention!

6:27

Welcome! In this video, we'll introduce our Mobile Wallet feature that helps you create Mobile Pass campaigns. Apple and Google Wallets allow users to store and use electronic bank cards, IDs, coupons, and other digital passes, also known as Mobile or Wallet Passes. This function makes your your customers' lives easier and helps them engage offline with your brand. Before creating Mobile Wallet campaigns, you have to go through a one-time setup process, when you set unique identifiers and upload the necessary certificates. Let's start with the Wallet Configuration. Navigate to Channels > Mobile Wallet > Wallet Configuration tab and click on 'Add Configuration'. Here, I add an internal configuration name and upload the 'Apple certificate'. Once uploaded, I fill the mandatory fields. Then I upload the 'Google certificate' and add my 'Issuer ID'. Our documentation helps you how to create and set these files. I save my configuration. In the overview, you can edit or archive configurations. Please note, that archived configurations cannot be edited, and configurations in use cannot be archived until the related Wallet campaigns have also been archived. Before jumping into the creation of Mobile Wallet campaigns, let’s talk about the Mobile Wallet segments. With Mobile Wallet segments, you can target specific contacts based on engagement-related criteria. To create them, navigate to ‘Contacts > Segments’ and select ‘Mobile Wallet segment’. Here, choose the relevant template and conditions to define your audience. For example, you can create a segment that includes all contacts who have downloaded a voucher on a specific platform. Or segment all contacts who have removed your loyalty pass from their mobile wallets in the last 7 days. You can also combine this segment with other segments. And to our use case: Imani is a coffee lover, who buys her cappuccino regularly in your coffee shop. Your store is celebrating its fifth anniversary this month. So, you want to surprise your active customers, like Imani with a one-month valid Mobile Pass voucher for a free cup of coffee. Let's create a Mobile Wallet campaign and add it to an email. I click 'Create Wallet Campaign'. There are the following pass types: Coupon: for single-use promotions, it displays provider information and expires after specified date. Loyalty: for loyalty programs; it includes extra text fields without expiration. Voucher: for monetary offers; it shows provider information and expires automatically. Please note that there are no technical differences between the Coupon and Voucher types. I click 'Coupon' to create my "free coffee" pass, name my campaign and choose a 'Wallet configuration'. Then I add a 'Description' and 'Provider Name' which are displayed in the back of the Pass. Below you select what kind of code you want to add to the campaign. I choose 'QR code' and add a personalized field to display a unique code from the omnichannel voucher pool I created earlier. Then I add low and high resolution images for the icon from Media Database. These are used in any notifications that the pass might display on the device lock screen. For my use case the ‘Expiry Date’ will be at the end of this month. In the live preview I insert my logo, add a message and an image about the incentive I offer. If you create a loyalty wallet campaign, you can add further information. On the ‘Style Settings’ tab I change the background color and for Apple devices, the 'Title Color'. From the Personalization tab you can drag and drop tokens to your pass campaign. Now I use the device preview to see how my campaign looks on an iOS or Android platform. Testing is crucial! So, I click the 'Test Pass' button, add my email address and generate the QR codes. Then I scan the QR code for Apple and Google with my mobile phones. Looks good! Keep in mind the test email address has to be unique in the contact database to generate QR codes. Now, I click Finish and the Mobile Wallet campaign is ready for launch. If you want to update the launched campaign, you can create a draft, amend the content and some settings, and then relaunch it. You can also send pass notifications to all pass holders, which will be displayed on the lock screen of recipients. For that, enable the "Pass Notifications" toggle, switch to the secondary screen, and specify the message by entering a title and body. The message body will be the notification that is displayed for users when receiving the notification. If you want to trigger or schedule notifications, you can send them using Automation programs. Just include the Mobile Wallet Pass Notification node in your program, select the appropriate Wallet campaign, and define the message within the node itself. Mobile Wallet campaigns can be easily distributed through channels like Email, Mobile Engage In-App and Push, Conversational Channels, and Web Channel. I want to add it to my previously created email campaign. For that, I navigate to Channels >Email Campaigns tab and click edit. From the Blocks tab I drag and drop my self-built Mobile Wallet block into my email. I link the Apple Wallet image to the Apple Pass campaign using the Personalization icon. Here, all ready-to-launch Mobile Pass campaigns campaigns are listed as personalization tokens. are listed as personalization tokens. Then, I connect the Google token to the second image. Once I'm done, I send a testmail. The Mobile Passes are properly generated and can be downloaded to the Mobile Wallets. I can now launch my email. Each pass is individual, generated on-the-fly, and can be previewed before being saved. Let's navigate back to the 'Mobile Wallet campaigns' tab. On the overview, the existing campaigns are listed with their name, 'Template, Type', 'Status' and creation date. You can access the reporting, view or edit, clone or archive campaigns. Above you can search for campaigns or filter them. I click on the reporting icon of my campaign. On the Campaign Reporting page, you can see the summary of all metrics and split them by platform. Below you can see how those metrics changed over time for the chosen time frame. Generated is the number of users who clicked on the URL of the individual Mobile Pass token. For example, Imani clicked on the Add to Apple Wallet image, and the preview of her pass was shown. Downloaded is the number of users who saved the mobile pass to their Mobile Wallet. Updated shows how many new Pass versions you launched. And Removed is the number of users who intentionally removed their Mobile Pass from the Mobile Wallet. That concludes our walkthrough of Mobile Wallet. Thanks for watching!

8:17

In the Impact module, you can see the revenue your business is making over time, as well as, where the revenue is coming from. Retention Revenue Impact shows you the overall health of your revenue streams, both in terms of acquisition and retention. Smart Insight has a series of built-in reports that are crafted to answer some key questions of the business. In this instance: How good am I at retention marketing? Now, since our goal is to maximize revenue from existing customers, this is the screen that shows you exactly how good you are at doing that. Green represents the revenue from active customers, while grey represents the revenue from new customers making their first purchase. It also gives you a proportional view, which helps acquired and retained revenue. The more “green” in your revenue streams, the more profitable the business is since you are driving proportional revenue from existing customers, which do not incur any acquisition costs. The Channel Revenue Impact screen gives you a different view of your revenue data by identifying which channel it came from. Here, you can actually see how much of the revenue is attributed to email campaigns, in comparison to revenue from other sources. As with any chart in Smart Insight, it allows you to further filter the data to look at specific attributes, even down to the product level. For example, if we filter for “jeans”, we can see how much of the revenue generated from the “jeans” category is actually attributed to campaigns. The Refund Impact report helps you to understand how refunds are distributed between lifecycles, and where it has the biggest impact on your revenue. You have the same filtering options as for the Revenue Impact report, making it possible to drill down to specific audience groups or products. These options can help you to spot problematic product lines or identify trends in returns. Now, I’ll show you where you can check the status and monitor the quality of your Smart Insight data. On the overview of the Data Quality page you see the overall number and reports of your contact, product and purchase data uploads to Smart Insight. In case, there is any error regarding your Smart Insight data quality, a notification appears at the top. Display additional information about each metric by expanding the specific lines, and export samples of data for easier troubleshooting. If you’d like to adjust the threshold for each Smart Insight data quality metric click the Edit Threshold button. Open the Data Loads tab to see the status of your scheduled automatic loads and all your successful and unsuccessful contact, product and purchase file uploads for the last 30 days. Let’s take a look at the Settings page where you can modify your Smart Insight configuration. Before you make any modifications, consider that changes might affect your segments, scheduled campaigns or programs. Note that some specific setting changes, like purchase structure modifications, might require a full reload and repeat of the initial configuration. Before you save the new settings Before you save the new settings you can cancel the reset process, any time. On the eRFM Parameters tab your currency and lifecycle categories are displayed. In our use case we want to win back defecting buyers so, let’s check the exact definition of Defecting customers. To modify these settings, just click Edit at the bottom of the page. Unidentified contacts are always recognized as first-time buyers, which distorts your data. Use this switch to exclude them from the lifecycle calculation. The next tab is Contact Fields settings. The unique identifier is the field that links a contact to a purchase. Date of registration is used to store customer registration date. Contact fields are used for filtering and creating segments. Let’s say, we want to delete the selected fields, just click Reset then Save. In Product Fields you can amend the file name pattern of your product data file and modify the fields you want to use for identifying your products, linking them to purchases, and storing category paths and product names. Also, you can modify your product fields for filtering. By clicking Reset, you can change the structure of the product catalog, for example, you can add more fields. You can make changes in your sales file settings on the Purchase Fields page. Here are the fields for identifying contacts, products and orders, as well as purchase date, the total price of the order, purchased quantity and fields from your sales file that you have for filtering and creating contact segments. In the case of retail businesses the sales channel of the sold products and store ID to identify your stores are available as Purchase field references. For retailers, store files are also necessary to upload with the related store information. In the Store Fields tab, there are fields to identify your stores and link them to purchases. The name, open date, country code, city, address, postal code, GPS coordinates, size and the category information of your stores. The set Store fields are available for filtering. If you click Reset, you can change the structure of your store data files. On the FTP Account page you can see the server address and username to log into our secure FTP server to upload your data files. In case you didn’t save your password you can generate a new one with this button. Further settings are available on the Advanced tab. The Automatic daily load defines the start time of the daily data load. The Primary category level is the most relevant category level in terms of business metrics. If for some reason a full data reload is necessary, read the description below, and if you are aware of the effect of the reloading process, start emptying your database by clicking Empty database. If you update Smart Insight with retail data, the Store Reporting is available. It lets you analyze and compare the performance of your stores over time to optimize your campaigns and results. Simply choose your date range and stores or even Product Category on top and click “apply”. Below, you get an overall performance of all chosen stores and the table with the main metrics of the individual stores. Store Revenue, is the sum of all purchases Store Purchases, are the number of orders Average Unit per Transaction is the total number of items purchased divided by the number of transactions. Average Purchase value is the total revenue divided by the number of transactions. If you scroll further down, you find the line charts of the main KPIs for individual stores. By default, the top 5 performing stores are highlighted in each line chart. Otherwise, you can show or hide any store on the right-hand side of each line chart. So, to summarize: Smart Insight is our actionable customer intelligence platform, that gives you the actual tools to maximize your customer lifetime value. It allows you to discover new marketing opportunities, understand your customer groups, automate your marketing activities across to these groups, and then measure the true impact on your business. Thank you for your attention!

4:58

Since, Smart Insight recommended us to act on Defecting buyers in our example, let’s drill down into this group to learn more about our performance with it over time. Knowing how performance changes over time for customer groups is a challenge. Just think about how you would try to keep track of it. We make it very easy with our drill-downs. Here, you can see the changes in the conversion rate of each group over time, and also how many of these conversions are attributed to campaigns. This gives you a starting point to measure performance, and really tell if you are getting better. If the needle moves when you make a certain action, then you can start building on that. As you can see here, there isn’t much win-back activity driven by campaigns at the moment. At the same time, you can see the revenue from each group, and how much is attributed to campaigns. Here, we also show you the top performing campaigns for each group, and we see that there is no campaign that is particularly effective at converting defecting buyers. But at least, now it’s something we know about and can work on. With these drill-downs, you can also analyze the movement of people between the groups over time. Looking at won versus lost, or even the absolute number of people in the group per month. From here, let’s go to our Customer Lifecycle screen, and see how easy it is to turn these insights we have about defecting buyers into actions. Smart Insight is actionable. It doesn’t just stop with discovering marketing opportunities: once you understand your groups and your performance with them better, you can automate engagement strategies that will move them in the right direction. The Customer Lifecycle screen is where you where you create data-driven segments in a visual way, which are then easy to build into your automation programs. On the top chart you see the same customer lifecycle groups as in the Dashboard and the bottom chart gives you a further break down by buyer status. On the right, you have a comprehensive selection of filters, which are linked to the fields in your database, letting you slice and dice the contact selection however you wish. During the onboarding phase you have to define which fields you want to use for filtering. This tool offers a very powerful and visual way to explore your data. As we are interested in Defecting buyers, we filter down the selection to only show us Defecting buyers, and then refresh the charts. We can save it as a segment already, or we can further fine tune the selection with a simple click of a button, and that’s it. Save the segment and it’s ready for use. The Customer Lifecycle module also includes the Lead Lifecycle, which is similar to the Customer Lifecycle. It lets you manage the Lead Lifecycle by showing you Leads by Lifecycle stage, and a breakdown according to the Lead source. There is also the Average Order screen, which shows you the Average order value and the most popular product categories over time for each group. And finally, the RFM Advisor page, which helps you keep your RFM parameters up-to-date and effective. On the Recency analysis, you see a chart that groups your purchases by the time between two purchases made by the same customer and a calculation of the recommended values for the Defecting recency limit and Inactive recency limit. Below that, Monetary analysis makes a recommendation for the monetary boundaries of your currently configured buyer statuses. On the chart, you see your customers grouped by their total lifetime spent. The second module is Product Affinity. Here you have both reporting and segmentation capabilities based on the affinity that contacts have to specific products and product categories. In the Predictive Affinity screen, machine learning is used to determine what product categories your customers are most likely to purchase from in the future. This lets you create affinity segments and connect them to campaigns to only push specific products to the people who are interested in them, such as stock clearance campaigns. The Past Purchase screen reveals how many contacts have purchased specific products. This lets you create segments that can be used for cross-sell and up-sell scenarios, that you can send following the purchase of a specific product. The Top Products screen plots your most popular products in terms of revenue and number of purchases, and allows you to filter it to see what works best for which specific customer types.

6:22

Hello, this is a video about Smart Insight. What is your goal as a Marketer? We believe that your ultimate goal is to increase Customer Lifetime Value or CLTV, which means maximize the value of the customers already in your database. Smart Insight uses your customers’ Behavior and Purchase data to empower you to do exactly that with actionable analytics. Do you already have a system that breaks down your customers by lifecycle stage? Do you know how their lifetime value changes during the lifecycle journey? With Smart Insight, all your customers are now broken down by lifecycle stage. It even shows you how the lifetime value grows as contacts move from Leads to First-time buyers. How the value maximizes when customers are active, and how it starts to drop off when they defect, until they become inactive. That is the whole concept of Lifecycle Marketing: growing and keeping customers active, in order to maximize lifetime value. So, let’s dive into the Smart Insight functionality and see how it helps you to do exactly that. Smart Insight is our Customer Intelligence Platform. It analyzes your data and allows you to understand your customer groups, and the impact your marketing activities have on them. Now, when I say customer groups, what I’m talking about is how you organize the different types of customers in your Contact database into groups that you can understand and target. We believe every business has its own groups. Think about what your most important customer groups are, and how you would go about measuring the effectiveness of your marketing activities for them. We identify these lifecycle stages using engagement, recency, frequency and monetary modelling on your Purchase and Behavior data all out of the box. This is also known as eRFM data. A Lead is someone who has never bought before, whereas a First-time buyer made only one purchase, and an Active buyer has made multiple purchases. But to qualify as either a First-time or an Active buyer, they had to have made the purchase within a certain time period. In this example, we use 90 days, and anything outside that timeframe classifies them as a Defecting buyer, and eventually Inactive. This is the usual customer lifecycle journey. However, the parameters used to to identify and classify the groups are unique to your individual business case, as it is based on the data profiling we will do with you during your data onboarding project. For each group you can see how many contacts there are at any given time, and how well you perform when it comes to conversions. In our example, you can see that there are almost 4,000 Leads, and 9% of them are converting to First-time buyers. You can also see how many converted in the last 30 days and how many were lost. Similarly, you can see that from over 3,000 First-time buyers, 13% of them converted to Active buyers, whereas the rest became defecting. This gives you a separate conversion rate score for each group. You might be doing OK for one group, but not so well for the other… Customers are different, so you need to be able to engage with them differently and measure the outcomes. Now, let’s see how many of these conversions are influenced by your marketing activities. Each Conversion rate also shows you how many are converting due to email campaigns, and how many converted “natively”, or rather without any help. This breakdown lets you truly understand the contribution of your marketing activities to the conversions for each group. You can see that while for the Active buyers, 17 of the 47% conversion rate is driven by marketing activity, but for Defecting buyers only 1 of the 25% conversion rate is influenced by marketing, so you have an opportunity for improvement here. You also have a summary of how many effective campaigns you have for each group, that you can drill down into and analyze further. Now, let’s see how Smart Insight discovers new marketing opportunities for you, while helping you to understand your customers better. With all the marketing opportunities hidden in your data, it is crucial to invest in the areas that will bring you the highest return. Smart Insight uses machine learning to predict and recommend what your next best move is, and where you are likely to get the highest return on marketing investment. In this case, the Defecting buyers group is flagged, which means that of all the groups, this is where you will get the highest return for each additional 1% conversion that you achieve. These recommendations evolve over time, as the smart metrics constantly react to changes in your data. Smart Insight lets you understand your customer groups better, by letting you drill down into the smart metrics for each group. The Predictive Revenue metric gives you an overview of how much revenue you received in the last 30 days from each group and then goes on to show how much revenue is predicted to be received in the future, from conversions, as customers progress along the lifecycle. This helps to show that a conversion has both a short-term and a long-term value. You can see the Average lifetime value for the customers in each group, broken down by historical and future revenue. And you can also look at Purchase Patterns to find out more. Like, how many days are between purchases, what the popular categories are, what the average order values are, and much more. With these meaningful parameters you can truly start to understand your customer groups better, and you can drill down even further for more detailed information.

8:53

Welcome! In this video, you'll learn about Web Channel. This channel allows you to display personalized content on your website using all the customer information available in your SAP Emarsys database, including real-time session data and historical CRM data. Web Channel offers different types of web campaigns. The Embedded campaign replaces a selected element on your website with your personalized message. The Overlay campaign appears above your normal website content, so you can drive retention or turn your anonymous visitors into loyal customers. And if you want to be more discreet with the browsing experience, use a Ribbon campaign. It is displayed at the top or bottom of the page and can inform your visitor of updates such as changes to your Terms and Conditions, delivery times or ongoing offers. Here is our use case. James is visiting your website, but he is about to leave with an empty cart and without making a purchase. Using an Abandoned Browse Overlay campaign, you can incentivize James and visitors like him to purchase before they leave. Similar to block-based emails, web campaigns are based on content blocks. Check our Content Blocks video to learn more about them. Let’s create a Web Channel campaign. To do this I go to Channels > Web Channel > Campaigns. Please note that for the time being, the old Web Channel campaign creation flow is still available, but it will be removed soon. Thus, we recommend using the new block-based campaign creation flow only. I create a block-based campaign. The type defines the available placement settings in the content editor. I choose the overlay type. On the Campaign Settings page, I name the campaign and choose the domain to display it on. If you have multiple websites, you add them on the domains tab by adding extra URLs where Web Extend is implemented. Here, you can also remove your obsolete domains. The Recipient source defines your target audience. In this case, I want to use this campaign in a program, that I created earlier. On the Placement step, you can define where your Web Channel campaign is displayed - on All pages or Category, Product Details, Search Results or Post-purchase pages only. For my use case, I select All pages. You can navigate on a preview of your website and select the desktop or mobile views. You can see the path to the page you’re on or paste a specific one to check if they’re included in your selected option. The steps to create an Embedded campaign are very similar to to what I’ve just shown you, so I’ll just mention the main differences. For Embedded campaigns, you need to define the section of your website where you want to show them. Here you can set a zone manually or select one you previously created on the Zones tab. You just need to select the domain, click “Pick A Zone Manually”, click on the zone and name it. Back to our Abandoned Browse Overlay campaign. In the Content step you can search and filter for tagged blocks, which will help you find the one you need. To tag blocks, first create tags on the Asset Tag Management page and then tag them on the Content Blocks page. In the Content step, you can select from your pre-created blocks and edit the content in the live editor. I change this image, modify the content and edit the link of the button. Then in the Variables Editor I change the color of the button. Now let’s talk about Personalization! This web campaign will be in an Event-based program, so this option is disabled. But, if your recipient source is set to Audience-based Automation or Segment, for example for a birthday web campaign, you just drag and drop any predefined or custom tokens, like in every other channel. In case of Embedded or Ribbon campaigns, a Settings tab is also available. In Embedded campaigns you can replace or insert your campaign before or after the zone you selected. You can set your ribbon to follow the scrolling of the visitors, or if you prefer, it can be fixed at the top or at the bottom of your website. Next is the Session Filters. They allow for more precise targeting. I enable the “Stop targeting after click” filter as I don’t want to show it to customers who have already clicked on the campaign. On the Trigger & Scheduling page you can define how often you want your visitors to see your campaign. I choose once every user session. The display trigger is only available for Overlay campaigns. You can decide if you want to allow the user to browse for a few seconds before showing the campaign or show them only when they show intent to leave. I pick this option. Finally, I schedule the dates for my campaign to run and activate it. You can always Deactivate and modify it later if needed. Back to the Campaigns tab you can set your campaigns’ priority, 1 being the highest. Priority determines which campaign is displayed for visitors who are targeted by more than one campaign, preventing overlapping. On this page, you can also manage your existing campaigns. Now I navigate to Automation Programs and edit my program. I select the activated web campaign on the add and then on the remove nodes. And I activate the program. Measuring performance is key, so let's check the Web Channel Reporting pages. On the Dashboard tab you can track the overall impressions and clicks, as well as see the active campaigns with their current metrics and recent activity. From the Campaigns tab you can access campaign-level reporting by clicking on this icon. First, select a timeframe, to see the total number of impressions and clicks. The line chart displays desktop impressions and clicks in addition to signups. If you hover over the graph, you can see the daily figures. And that’s how Web Channel works! I hope that you enjoyed this session and thank you for your attention!

5:08

Welcome! In this short video, you'll learn more about how to create and manage forms. Emarsys forms are a built-in option for you to collect and update contact data. You can easily create simple sign up or specific newsletter registration forms and use them on your website or include them in your messages. There are various possibilities to use forms. Let's start with how to create a registration form. You just launched your new website and you'd like to increase the number of registrations per day. Just create an Emarsys registration form that you can include on your website and embed the same form and an overlay web campaign to drive more attention to registrations. Let's see how to do this in the Platform! First, I navigate to the Form overview page. Here you can view, edit, duplicate and delete existing forms as well as create new ones. When I click Create Form I have to choose from these options: General Registration, for any kind of registration forms. In our use case, I'll be using this type. Change Profile, so your contacts can update the personal data. And Contact Us to generate a form for contact requests. Here you can also define who receives the notification messages, so your teams know when they should get in touch with your customers. After creating the form. there are a few settings. First Description. Here you set the internal name and description of this form. Navigate to the Form settings page to set its template. Choose the display language of the fields and opt-in invitation text for the form. Enable the login feature to require contacts to log in before they can submit the form. Enable reCAPTCHA v2 to function to embed Google's reCAPTCHA site protection service into your forms. We highly recommend you use the reCAPTCHA service to protect your site from abuse, such as list bombing attacks carried out by spambots. It's really easy to set. First register your website domain and relevant suit Emarsys domain and generate the Site key and Secret key on Google's reCAPTCHA site. Then you just have to enable the feature and to enter the generated Site key and secret key on the Emarsys Platform. You can find Google's reCAPTCHA domain registration link in our Help portal. I just give a name and a description to my form, then I move from the Form Content page to set the banner image and the form text. I use a logo from the Media Database. And to add an introduction text. The next step is adding Data Fields to the form. On the left, you find all the available fields that you can add to the form, and you create new ones. On the right you see the fields which are already selected for the form. You can change their order of appearance and add sections or page breaks. Make a field mandatory by clicking on the asterisks. Add and remove fields using the right and left arrows to move them between the sections. Check this box to include a general opt-in invitation in the form. You can also add individual newsletters opt-in invitations by selecting pre-created Newsletter Registration forms. The more data contact provides, the more personalization you can use to serve them better. So, I also add the "Date of birth" "Country" and "Mobile" fields to the form, but I don't make them mandatory to fill. On the Post Registration screen, you can modify the submit button, define a URL or landing page to display after the registration and add email addresses to receive notification about each new registration. I set the endlink and email notification, then I save and preview my form. If you would like to embed the form on your website, just have a look at the generated Source code page to make it even simpler, let's see how to embed this form in a web campaign with the help of Web Channel. I just navigate to the Web Channel Campaigns page I create a Block-Based Campaign. I choose the overlay type. I name my web campaign and set the recipient source, then I go to the Content step. Here you can select from your pre-created blocks and edit the content in the live editor. I select the previously created form. And test how it looks on my website. Finally, all I need to do is activate the Web Channel Campaign. We hope that you enjoyed this session about Forms and thank you for your attention!

7:42

Hi, I'm Stefan Wenzel, CPO of SAP Emarsys and I'm thrilled to share that our Q3 Product Release brings exciting innovations to your marketing toolkit: First, there is LINE as a new conversational messaging channel. Next we're enhancing our digital ads offering with Microsoft Ads, and there are also multiple advanced AI capabilities for smarter and faster campaign creation. Curious to see, how these innovations boost your efforts? Let's take a look! Let's start with the new generally available channel and content-related upgrades. Microsoft Ads integration is now available to all customers, enabling you to utilize SAP Emarsys contact and behavioral data to craft targeted audiences and expand your reach across Microsoft Search Network properties like Bing and Yahoo. Some updates around Email Bounce Management include modernizing the solution to a scalable cloud infrastructure and introducing a revamped user interface for easier navigation. Our solution enables you to reactivate invalid soft-bounced contacts individually or in bulk action, improving control over your email lists and helping maintain sender reputation. Another exciting announcement is the New Segment Editor. It features a refreshed UI for segments based on contact, email behavior, geolocation, and Smart Insight data. This upgrade simplifies the creation of complex segments, making the process more intuitive and transparent to improve efficiency, while retaining existing functionalities. Now let's discover our newest pilot features that you can apply to. Mobile Wallet pass updates and notifications can now be triggered based on real-time events through Interactions programs to keep your audiences informed about important news and promotions. Prompt user action through lock screen alerts triggered by customer action, such as a loyalty tier upgrade due to a recent purchase, notifying loyalty pass holders about additional discounts they can access. We introduce our second Conversational Channel, LINE, through our partner Sinch. This lets you reach more customers, especially those in Asia- Pacific, on their preferred channel by delivering tailored text and card messages, boosting engagement through real-time interactions via Automations. For example, gather feedback with a LINE message, then based on the response, route the contacts into paths for different follow-up text or card messages. In addition, LINE reporting is integrated into Campaign Analytics, offering insights including total messages sent and click metrics. It enables both campaign-level and overall message engagement tracking giving you visibility into interactions and message performance. We invite you to sign up for these exciting pilot programs! On to the latest innovations in AI. Our AI-assisted Product Finder, now generally available, features refinements like automatic product updates, Emarsys Scripting Language support, localization for product catalogs, and UX refinements. These advancements ensure up-to-date product information for campaigns, with dynamic pricing, availability, and multi-language support for global brand consistency. We're also piloting two new AI capabilities. The AI-assisted Campaign Translator enables you to effortlessly translate campaign blocks or entire campaigns in the email visual content editor using AI. Simply open the campaign, select one or more target languages, set your preferences, and request translations. All static text will be converted to the chosen languages while preserving ESL and other dynamic elements. Our built-in solution utilizes SAP's AI translator, with additional support from vendors such as DeepL and Smartling. The AI-assisted Segment Description Generator, exclusive to the New Segment Editor, uses AI to automatically generate descriptions from manually created segmentation criteria. Available for the contact segment type, it taps into four data sources: contact data, email behavior, geolocation, and Smart Insight data. This tool transforms complex segment definitions into human-readable formats, simplifying interpretation and saving time when identifying the right segment to use. Let's check the improved integrations and data extensibility features. We're further empowering B2B marketers by enhancing Account Engagement with extensibility values for Account Factsheet and Account-based Segmentation, currently only available through custom API data integration. The Account Factsheet now supports custom data fields, like employee size, providing a more comprehensive overview to enhance account management and troubleshooting. With Account-based Segmentation, you can use custom data to create a segment, for example targeting companies from 100 to 999 employees and combine it with segments like manufacturing industry, crafting finely tuned marketing strategies. In addition to this feature, we're piloting two key extensibility related capabilities in Q3. We expand the Product Catalog API to include clients using Predict and Smart Insight, enhancing product data management across multiple sources. The API allows for rapid, incremental updates with minimal limits on feed size and field complexity. It means that customers with large catalogs or frequent inventory changes can ensure marketing has the latest product information to power timely and accurate campaigns without any lag. We've enhanced Engagement Events with a new dedicated entry node in Interactions, replacing the custom pub/sub entry node specifically for these cases. For clients using Google Pub/Sub events, the node remains available for its original purposes. This improvement lets you easily trigger Interactions programs with real-time event data. The node is integrated with the engagement events configuration service, allowing you to organize event types by integration systems. It's also compatible with decision and wait nodes to enhance automation and personalization. For instance, you can create a journey triggered by an engagement event, like a buyer's status upgrade from Silver to Gold tier, initiating tailored offers for high-value customers. Interested? Start piloting today! Now, enterprise related usability. We've revamped the SAP Emarsys login experience for all customers to prioritize a Single Sign-On approach. Upon entering your account name, the system will automatically detect if it is configured with SSO, eliminating the need for you to choose the authentication method. If it's an account with SSO, you'll provide your IdP user credentials. For accounts not set up with SSO, simply use your SAP Emarsys username and password to access the platform. Thank you for watching our Q3 product developments. Keep an eye out for our upcoming releases to learn about additional innovations.

6:19

Welcome to the latest SAP Emarsys Product Release. In this video, we're highlighting new innovations in AI, analytics and cross-channel engagement capabilities. Let's dive straight into the omnichannel-related updates. Starting with Conversational Channels. WhatsApp Template Messaging is now live. To recap, you'll need a connected Sinch account to create templates. Then, you can create and automate one-way communications to your contacts in SAP Emarsys, such as order status updates. Conversational Messaging for WhatsApp moved to the early adopter phase, opening access to more customers. This lets you hold real-time conversations with your contacts. For example, trigger a WhatsApp template message asking for contacts’, preferences, then based on their responses, split them into different paths and follow up with tailored session messages. Let's look at what's new in Mobile Wallet. We've rolled out two new features to general availability. You can now create audience segments using Mobile Wallet data and combine them with other segments for more precise targeting. Mobile Wallet Notifications lets you send lock screen messages to all pass holders or specific segments through Automation Center programs like notifying loyalty members about ongoing sales. More great news for Mobile Wallet, you can distribute wallet campaigns via Mobile Push and Mobile Inbox, giving you even more ways to reach customers. Perfect for timely offers, like a coupon sent right before a store visit. There's also a notable enhancement for our customers with mobile apps. We're introducing the MAUI Binding for SAP Emarsys SDK pilot. This update enables integration of Mobile Engage into apps built with the .NET MAUI framework, extending our compatibility. New pilots are welcome to participate. We've expanded our Digital Ads offering to include Microsoft Ads, now in the pilot phase. Leverage SAP Emarsys contact and behavioral data to build targeted ad audiences through segments or automations, and extend your reach across Microsoft Search Network properties like Bing or Yahoo. Interested? Join our pilot program today. For Email, we're launching a unified Campaign List page, combining the Email Campaigns and Triggered Email pages into one. This streamlines navigation, offering a single interface to manage both batch and triggered campaigns with enhanced search, filtering and multi selection for bulk actions. We've also introduced Predict logics in repeatable VCE blocks for Email as a first step in the evolution of our unified recommendation solution. Pilots can select predict based logics in the Product Source to create personalized emails, streamlining the content creation process, and helping maintain visual consistency across campaigns. Brand Center for Omnichannel content Blocks has entered the early adopter phase for Web Channel and Mobile In-app users with improved functionalities. Key updates include a default variable list managed at the account level. Reusable centralized stylesheets across multiple templates, theme-based Content Blocks, combining styles, variables, and channel flags. Interested customers are welcome to sign up! Now onto the exciting innovations and AI and analytics. With the Integrated Custom Reports, you can view external dashboards and reports from third-party platforms, such as SAP Analytics Cloud, and Google Looker Studio Within the SAP Emarsys UI. This update streamlines your workflow, eliminating app switching, and centralizes your data for analysis. We've updated the Individual Link Tracking Report with a clean, table-based design and improved performance and consistency. Key additions include a new name, simplified UI, improved export and usage tracking to guide future enhancements. Next, we're piloting an exciting set of new capabilities. AI Assisted Product Finder features an improved UI and enhanced natural language search for complex queries and filters, helping you quickly find products and build campaigns. AI Assisted Report Builder also has new functionalities like CSV export, time-based comparison and Consent Management integration. It generates custom reports for deeper insights in seconds. Contact us to join the ongoing pilots of these AI-powered tools! We're also inviting new pilots to try the improved contact search and profile experience. In the new contact search, all fields allow partial matches, for example, searching ‘ric’ in the first name field will return Richard, Patricia, and Cedric. A new phone number search covers the Phone, Phone (office), and Mobile fields. The results show the contacts name, email, and opt-in status, and you can click edit to view more details. The Data & Activity Summary screen offers an updated view of a contact that includes both Mobile Engage and Email engagement data. This page helps you better understand customer behaviors with both individual and aggregate performance data. Thank you for watching and keep an eye out for the second part of our Q2 release videos to learn about additional innovations. To learn more about getting the most out of SAP Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

5:49

Welcome to the second part of our product release series. We're happy to introduce the latest updates to help you extend and scale your marketing efforts with SAP Emarsys. Let's start with the improved integrations and data extensibility features. We've added new field types for ‘Topics’ in the SAP Customer Data Cloud Connector, enabling better management of user subscriptions like newsletters or product updates. Schema management for existing integration is also improved: any untick fields, including consents and subscriptions, are now automatically deleted during mapping for cleaner and more accurate data. We've extended the SAP Customer Data Platform Connector to include sync of SAP Emarsys Mobile Push and In-app activities. Now, early adopter customers can track mobile app open and click events to improve segmentation, engagement, tracking and cross-channel analytics. In Q2, we're piloting several key API related capabilities. We've added new features to the Standard Sales Data API. We now support streaming data ingestion, allowing you to send individual sales orders using Json. This offers more flexibility than CSV only uploads, while improving scalability and data quality. You can also easily monitor your pending or failed requests on the Sales Data Loads page. With new Sales Data Segmentation, you can build dynamic segments based on sales data. For example, you can target contacts who have been refunded at least 100 euros in the last 10 days, enabling timely win-back or retention campaigns. This update solves the need for flexible, currency-specific segmentation directly from sales data. We're also seeking pilots for Engagement Events and its new features. We've developed new statuses for the Event Configurations to give you more control and transparency during the setup process. Use Draft to test and edit your configurations. Switch to Active to start receiving engagement data. Set to Inactive when troubleshooting without losing any data. It helps prevent incomplete or incorrect setups from going live. The Integration Monitor is a powerful tool that provides detailed error analysis during event data imports. It flags issues like failed imports and confirms your event payloads are reaching the system, making troubleshooting faster and more efficient. With new Engagement Event Segmentation, you can segment based on imported engagement events. For example, target customers who submitted a negative product review for a specific product or brand within a set timeframe to reengage them. Event Attribution now includes Engagement Events. This allows marketers to better measure specific goals and attribute which marketing channels and activities influenced those conversions. For example, post-purchase marketing delivers a satisfaction survey across multiple channels like email, in-app or SMS. Now they can measure which of those campaigns were most effective in generating customer responses. The Product Catalog API pilot addresses the challenges of larger and frequent catalog updates. It removes the 255-column limit and lets enterprise customers upload only the change data instead of re-uploading the entire catalog. This streamlines management of large catalogs, improving efficiency and reducing manual work. Interested? Start piloting today if you don't use our Predict solution! Otherwise, we'll extend this to Predict users in a future release. Now, onto enhancements designed to strengthen enterprise scalability, usability and security. Let's see updates to User Management with Single Sign-On setup. Flexible role assignment allows SAP Emarsys account owners to pre-configure user permissions based on Identity Provider (IdP) group fields and email addresses. You can define which role is associated with which IdP group, then assign the group to a user on the IdP side. The correct role and permissions will automatically apply when the user logs to Emarsys. We're also simplifying first-time SSO logins by automatically mapping users based on their email address, eliminating manual setup. When someone without an existing Emarsys user logs in via SSO for the first time, a new user profile is created automatically, with permissions assigned based on roles linked to the email or IdP group. If the user already exists in Emarsys, their identity is linked after a quick verification. Self-Serve Multi-Account Access Setup enables the connection of multiple Emarsys accounts to a single Identity Provider using flexible SSO configurations. Now, with the Entity ID, each account can be uniquely configured with its own user base and connection settings. However, if you prefer not managing multiple setups, you can reuse the same Entity ID across accounts and manage access with one SSO configuration. To better serve our global audience, we've added Traditional Chinese language to the SAP Emarsys interface making the platform more accessible and inclusive. Thanks for joining us! If you missed part one of our release video series, check it out. To learn more about getting the most out of SAP Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

4:55

Welcome to the first SAP Emarsys product release of 2025. In this video, we're thrilled to present you with the latest features and enhancements to increase the flexibility and scalability of our platform. But before we jump in, let's start with some exciting news: Emarsys is now SAP Emarsys. Our deeper integration with the SAP family is now reflected in our fresh harmonized SAP branding across all customer touchpoints, including our help documentation migrating to help.sap.com. Moving on, let's explore the new capabilities that extend customer engagement opportunities. First, we've added to our Digital Ads offering through Criteo. Create ad audiences from Emarsys segments or automations, and utilize rich contact and behavioral data to fine tune your ad targeting on commerce and other content publisher websites. Next, are the new Mercaux In-store Tactics. These predefined automation programs notify store associates of key customer events via their in-store app so they can engage. For example, notify staff of inactive contacts to re-engage them with a personal invite to come in store. We're continuing development of our Batch Sales Data API, currently in pilot. To start, you can now self-configure the API through an improved product UI and set up your connections in just a few clicks. Once established, you can also access the load and data quality monitoring screens to track sales data loads, identify issues, and troubleshoot more efficiently. Contact us if you want to participate in the pilot. Another notable ongoing pilot for our SAP customers is the new Engagement Events service that simplifies integration between external systems and SAP Emarsys. Self-configure key inbound events, validation and contact mapping parameters, and generate your unique API endpoint URL to start sending event data for consumption in automation, segmentation and personalization. To close this section, we have two improvements to our Account Engagement solution for B2B marketers. The Account Factsheet offers an overview of corporate account details in an organized easy to navigate layout, aiding account management and troubleshooting- While the Account Factsheet summarizes your corporate account data, Account-Based Segmentation enables you to create strategic contact segments from it. In this release, we enable basic segmentation of contacts by name, industry, country, or ABC classification to improve your B2B marketing strategies and campaigns. Next, let's delve into improvements we've made to support enterprise scale, trust and security throughout the solution, starting with AI and consent management. We're sure you're excited to use our free AI-Assisted Subject Line Generator and Preheader Generator to create compelling subject lines and engaging preheaders in seconds. To ensure safe and responsible use of these and future AI innovations, we've built an intuitive Consent Management tool directly in the platform. Everyone can access and read the conditions, but only Account Owners can provide their consent, thereby enabling use of the selected features. Shifting topics to content management, we're happy to announce our Asset Tagging feature is now generally available. This tool offers an efficient way to categorize and filter your assets based on various criteria you define like region, brand, lifecycle stage, and more. Use it to tag automation programs and Omnichannel Content Blocks to enhance content creation in the supported channels. If you are one of our SAP customers, we are now making it easier for you to request support. Embedded SAP Support Ticketing enables you to open and manage support tickets directly in the Emarsys application. Check for case updates anywhere within Emarsys, minimizing workflow disruption and increasing overall efficiency. Lastly, we're pleased to announce an Accelerated Adoption Services Package is now available. Get access to a team of dedicated experts ready to assist you with training, best practices, technical guidance and enhanced support at every step of your growth journey. Ready to unlock the full potential of your platform investment? Talk to your Customer Success Manager to learn more. Thank you for watching, and keep an eye out for the second part of our release video to learn about additional innovations. To learn more about getting the most out of Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

5:56

Welcome to the second part of our product release series, where we spotlight innovations in AI, analytics, and omnichannel content and engagements within SAP Emarsys. Let's dive straight into the omnichannel related updates. Our new Brand Center currently in pilot phase, introduces themes that apply to any Content Blocks you create, aligning look and behavior with a unified design. You can efficiently manage variables and styles, ensuring a consistent branding experience. If you use Web Channel and Mobile In-app, join our pilot program to shape this exciting innovation! Next is the Omnichannel Content Block support for Mobile In-app messages, now generally available. This brings the power of content blocks to the In-app channel with a more intuitive editing process that makes campaign creation more flexible and scalable. We've also improved our Mobile channels with enhanced segmentation capabilities. For Mobile Engaged segmentation we introduced the new logical operator ‘Containing’ that our customers can use to segment their contacts for Mobile Engage campaigns. And with the new SMS segmentation capabilities, you can use additional metrics such as ‘not clicked’, ‘sent’ or ‘received’ to be more precise in your SMS campaign targeting. Also, with this release, SMS customers have access to a new highly requested functionality to use multiple SMS Short Codes within a single account. This allows you to manage multiple brands and split your marketing and transactional communication across short codes targeting the same country. Set the inbound numbers on the SMS Settings page, then simply add them to your SMS campaigns. Mobile Wallet also received a series of enhancements. The Mobile Wallet Segmentation functionality, currently in pilot, opens new possibilities for smarter audience targeting. By combining Mobile Wallet data with other channels and customer data for segmentation, your campaigns can be more accurately targeted, leading to better performance, and giving you the possibility to re-target customers who haven't interacted yet with your Mobile Wallet campaigns. You can also now copy Mobile Wallet campaigns with a single click by providing an effortless way to duplicate and adjust existing campaigns. It saves you time and ensures consistency across your marketing messages. Lastly, with our Mobile Wallet Notifications, also in pilot, you can alert all pass holders For example, notify loyalty pass holders about ongoing sales where they can receive additional discounts. This triggers a lock screen notification on user's devices and enables you to drive further engagement. Get in touch to learn more about mobile wallet or join one of our pilot programs. Let's explore updates in in the early-adopter phase Conversational Channels. Now you can distribute Mobile Wallet campaigns through Conversational Channels. This helps you connect better with your customers and boosts campaign impact. We've also improved our Conversational Channel offering to support more language variations using the IETF language field. This matches the same functionality in email campaigns, creating more consistent multilingual communication across platforms. Next, we've introduced support for Call-to-Action buttons in WhatsApp templates. Customers have two options: to add a ‘Call’ button, enabling users to dial a pre-defined phone number, or a ‘Link’ button directing users to a specific website upon clicking. Both options can be easily configured in Sinch during template creation for a tailored customer interaction. Currently in pilot, Conversational Messaging is designed to offer more personalized and interactive communication through WhatsApp. This feature enables individual responses to create dynamic realtime dialogues between brands and their customers, making conversations more engaging and personalized. Now let's jump into the AI and analytics innovations. We are still open to pilot the AI-Assisted Product Finder. This tool offers an intuitive search experience with an extensive product catalogs, utilizing natural language search to find desired products and quickly build campaigns. We've also started to pilot the AI-Assisted Report Builder. Leveraging the power of GenAI, it allows you to generate custom reports, addressing ad-hoc queries, empowering deeper data investigations, and enhancing standard reporting. Interested? Reach out to your Customer Success Manager to join our pilot program. Rounding out the analytics highlights are two important updates to reporting and attribution. The Conversational Channel has been integrated into our Revenue Attribution service. This means early adopter customers using WhatsApp can now see the revenue impact of this channel across analytic applications to measure and optimize their channel investments. And finally, we've refreshed our Email Domain Reporting. With an improved user experience, including export functionality and additional ‘Complained’ metric and a configurable table, users get a clear window into domain performance and potential deliverability issues to help improve campaign success rates. Thank you for joining us today. Make sure you check out the first part of our release series if you haven't done so already, and stay tuned for more exciting updates and product innovations. To learn more about getting the most out of Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

3:15

Welcome to our November product release, where we introduce the latest advancements and updates to SAP Emarsys Customer Engagement platform. We'll begin by showcasing improvements to help you achieve Omnichannel Excellence and elevate your marketing strategies. Starting with our Digital Ads offering, we're excited to introduce Account-based Targeting for LinkedIn Ads, helping you expand your reach to strategic accounts or industries. Create audience segments from lists of companies, organizations, and schools you define, then tailor your LinkedIn campaigns to the target contacts at those accounts with LinkedIn's Matched Audiences. Furthermore, we've implemented self-serve MMS onboarding for customers using Bring-Your-Own-Vendor (BYOV) services. This new capability enables you to seamlessly integrate popular MMS providers, including Sinch, Attentive and Tallbob with Emarsys, allowing you to launch MMS campaigns within minutes by simply entering the relevant provider information. As part of our Mobile In-app channel, we've made Inline Personalization generally available, unlocking the full power of personalization within this channel. This update lets you use Contact Data and Voucher tokens in your In-app inline campaigns to tailor app experiences to individuals. Now moving to updates for one of our early adopter programs with Conversational Channels. We've expanded media support for WhatsApp template messaging, including video and document formats, plus dynamic image support in headers. You can now leverage various media types from the Media Database or your image hosting service such as .docx, .pdf, .jpeg, .png, and .mp4. Additionally, we've enabled seamless Campaign Level Reporting for Conversational Channels. Simply click on the Reporting icon from the overview screen to open a pre-filtered Campaign Analytics page for the selected WhatsApp campaign. Go from campaign building to analysis in just one click, to start optimizing results. Next, let's delve into the latest enhancements built to empower marketers with more intelligence. First are a group of improvements we've made to our Analytics tools: In Campaign Analytics, you can now filter emails by campaign category and type. Select and group campaigns more efficiently to provide more granular insights when evaluating your campaign results. For early adopters, we're introducing Clicks and Click Rate metrics for Conversational Channels within Campaign Analytics and the Unified Dashboard, which will provide deeper insights into channel performance. We've also improved measurement for Web and Mobile Push campaigns, with a new filtering option, which is now generally available. You can now exclude or include test messages from your actual sends to ensure more precise and accurate reporting of campaign performance. Thank you for joining us today. Stay tuned for the next part of our release series, where we'll reveal more groundbreaking product innovations. To learn more about getting the most out of Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

5:36

Welcome to the second part of our November product release series, where we unveil the latest updates and innovations to the SAP Emarsys Customer Engagement platform. First, let's explore our adaptive enhancements to make your solutions more flexible and customizable across industries and use cases. We're excited to deepen our optilyz integration with the addition of Tactics. These pre-built automation programs expand upon our direct mail capabilities, with out of the box variants combining both email and direct mail channels. For instance, you can welcome new contacts with letters and fliers, or send a birthday card with a special incentive to engage your customers. Next up is Data Connectivity, where we've grouped some exciting updates designed to enhance how you manage and connect your data. We are happy to announce the pilot extension to our Real-Time SAP CDP Connector supporting B2B Synchronization. This integration between the SAP CDP and SAP Emarsys enables real-time synchronization of B2B contact, account, and relationship data, providing extended B2B support, improved marketing results, and faster setup with intuitive schemas. Sign up to join the pilot. We're thrilled to announce that the mParticle Connector is generally available. This integration provides seamless, one-way data synchronization from mParticle to Emarsys, enabling real-time data exchange for activation with Emarsys tools and channels. Open Data users can now use their own Google Cloud Platform projects to query Emarsys data, reducing IT complexity and preserving use of preferred Google plug-ins. Granting access is easy, provide us with your Google Project ID and then simply add the service account to your Open Data access group yourself. Also relevant to Open Data users are new Analytics Views, currently in pilot. These predefined datasets ensure consistent reporting across the platform and accelerate time to insights for custom reporting outside Emarsys. Access them via live BigQuery connectors offered by leading BI platforms such as SAP Analytics Cloud and Tableau. The initial release includes analytics views for Email Campaign performance, with plans to expand to other channels. The new Engagement Events service, including the API, simplifies integration between external systems and Emarsys. Use a self-serve interface to define key inbound events, making event data easily available for automation, segmentation, personalization, and analytics. It offers a scalable, industry-agnostic solution to harness the power of Emarsys engagement capabilities. Get in touch to join the pilot. The API for Batch Sales Data Loads, streamlines onboarding of sales data, including offline purchases. A secure API-based integration allows the direct transmission of sales data to Emarsys, bypassing the need for CSV files. It's ideal for connecting POS systems with tools to monitor and correct data quality, especially for large volumes during initial data loads. If you're interested, you can join our pilot program. Now in pilot, we've added multi-currency conversion support for Sales Data. This feature makes it possible to import sales data from multiple sources with different currencies into a single account. It automatically converts the original currencies into the preferred account currency according to historical market rate calculations. It also eliminates the burden of pre-converting the data and ensures accurate sales records, especially for companies with multi-region operations. This pilot feature is available for current users onboarding Batch Sales Data. If interested, reach out to join our pilot program. Let's shift our focus to the enterprise-grade and cloud-scale improvements. In the interest of transparency and trust we've created a new type of notification in the Notification Center specifically for security related alerts, like when a user is promoted to an account owner. This category ensures that current account owners receive critical notifications and can't unsubscribe from them, as they are mandatory for maintaining secure operations. Up next is Asset Management and Distribution efficiency enhancements. Our Asset Tagging tool currently in pilot is now extended to the Omnichannel Content Block solution. Categorize and organize your block-based content with searchable tags based on criteria like region or campaign type ensuring a personalized and efficient user experience. The Reusable Content Blocks feature in the Visual Content Editor is now generally available. This tool allows you to save, manage, and reuse customized content blocks across block-based email campaigns, ensuring consistency and saving time. Lastly, we've enhanced the Custom Field Distribution functionality. This improvement includes support for distributing single and multi-choice field types, field translations, and JSON settings between your Emarsys accounts. This wraps up part two of our November release series. Stay tuned for more exciting product enhancements in our upcoming February release next year. Thank you for joining us. To learn more about getting the most out of Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

3:18

Welcome to part one of our August product release series, where we unveil the recent innovations and enhancements to SAP Emarsys Customer Engagement. First, let's dive into how we empower Omnichannel Excellence so you can elevate your marketing execution. We're excited to announce the rollout of All Segment Types to Interactions. This allows marketers to utilize any segment type in Emarsys for audience filtering with the Segment, Exclude or Filter Switch nodes in Interactions automation programs, enriching existing use cases and unlocking new opportunities. Look forward to this enhancement in your account soon. Next, we continue to refine Conversational Channels through the addition of Link Tracking for WhatsApp. This feature automatically shortens URLs and allows marketers to identify high-performing links. It also lays the foundation for proper attribution and ROI measurement which will be added in a future release. This channel, including the newly introduced feature, is currently available for our early adopters. Next, let's explore our latest updates to AI solutions and Analytics pages which enhance marketing intelligence throughout the platform. We start with the AI-assisted Subject Line Generator and the related AI-assisted Preheader Generator. These sophisticated tools create compelling subject lines and eye-catching preheaders based on your campaign content. This is being rolled out across accounts over the coming weeks. The AI-assisted Product Finder we introduced earlier this year is still open for pilots. It lets you search your extensive product catalog then easily locate and insert the most suitable products for your marketing campaigns, in seconds. We invite you to join its pilot program, so don't hesitate to reach out if you are interested. Expanding Analytics Enhancements, we now include Mobile In-app Channel data in Audience Reporting and Campaign Analytics. Within Audience Reporting, you can view and compare how different audiences engage with Mobile In-app messages using the new channel filter on the Engagement widget. Click the metrics you want to see on the chart and check the table to see the best-performing campaigns. Also, with this update in Campaign Analytics, you can simultaneously view and compare Mobile In-app campaign data across other channels and explore Mobile In-app data on a campaign level. Lastly, we're delighted to announce the general availability of the Unified Dashboard. This feature offers a centralized overview of key data across the business, including metrics such as revenue, contacts in the database and engagement, which you can compare at a global level or by business unit. Thank you for joining us today. Get in touch to participate in our pilot or early adopter programs and stay tuned for part two of this release series for more impactful product innovations! To learn more about getting the most out of Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

3:31

Welcome to part two of our August product release series, where we showcase the latest advancements and additions to the extensible and scalable SAP Emarsys Customer Engagement Platform. Let's start with some exciting news which makes our platform more adaptive and expands our functionality across industries and use cases. Our Annex Cloud Integration now includes Loyalty Tactics within Emarsys, enabling you to deliver and scale personalized loyalty experiences through pre-built programs based on Annex Cloud data. Quickly launch tactics such as welcoming new loyalty members or encouraging loyalty members to collect points and move to higher tiers. We're also happy to bring you Travel & Hospitality Tactics, tailored for the industry. These pre-built programs facilitate swift deployment of common use cases, based on audience, channel and personalization best practices. For example, Promotional/Seasonal Offers highlight special deals and Destination Guide campaigns provide comprehensive information about locations, enhancing the traveler's experience while driving business outcomes. The evolution of our Account Engagement product also continues. Building on our previously announced feature - Account-Based Filtering for Data Replication - we now offer a process to identify contacts in Emarsys who no longer match the filter criteria. You'll get an hourly updated list of contacts that no longer match current data filters, allowing you to exclude or remove them to keep your database clean and healthy. Next, we turn the spotlight on our Enterprise-Grade & Cloud Scale updates. We're enhancing our collaborative tools with new functionality for Custom Field Distribution. This handy tool features an easy-to-use editor to select a custom data field, or multiple custom data fields in bulk, and distribute across accounts, also known as business units. This saves users time and increases operational efficiency for customer data collection, segmentation, personalization and more. Next, when it comes to loading Batch Sales Data, Onboarding and configuration is now even more streamlined and self-serve for new clients. The process can be entirely self-managed with an easy-to-use UI, enabling you to configure sales data loads and Smart Insight independently. Set up your FTP account, configure your sales files, map your fields, and you’re good to go! Plus, you can easily monitor your load history on the Sales Data Loads page. Lastly, we invite you to participate in the on-going pilot program for our Asset Tagging tool. This tool enables you to categorize and organize your assets by different criteria, such as region or campaign type, ensuring a tailored and efficient user experience. If you're interested in being part of the pilot program, don't hesitate to get in touch with us. And that completes the second part of our August release series. Stay tuned for future product enhancements with our next release in November. To learn more about getting the most out of Emarsys and maximizing your omnichannel marketing strategy, check out our on demand trainings, fireside chats, and other resources.

2:19

Welcome to Part one of our February release video series. Today, we're excited to reveal four exciting updates to enhance your marketing channels on the SAP Emarsys Customer Engagement platform. These improvements are part of our February release related to the ‘Omnichannel Excellence’ topic. First, we’re opening the pilot for our new integration with LinkedIn for Digital Ads. This feature offers you the ability to tap into LinkedIn's one billion+ members worldwide. Push marketing audiences to LinkedIn, where contextually relevant ads will be displayed to contacts belonging to a specific target account. Additionally, this integration enables real-time contact import via LinkedIn Lead Generation Forms, which are mapped to your Emarsys Contact Fields. Next, let's revisit our Mobile Wallet feature which we launched generally available in December. This enables our customers to create and distribute pass campaigns to the Apple and Google Mobile Wallet apps via parent channels such as Email, In-app and Web. Now, you can also update Wallet campaigns, even after launch, when the pass was already added to the end-user's Wallet app. Additionally, with the new expiry date feature, you can set the validity date of a pass. We've expanded functionality in our SMS channel too. Customized URLs are now supported in SMS campaigns, enabling marketers to brand the shortened links they are sharing. This aids with customer recognition and often results in higher click-through rates, thus raising user engagement. Finally, we've streamlined our Advanced Email Scheduling page. The Generate Launch List button has been removed. Now you can schedule your emails instantly. Though delivery still waits for list generation process, in the meantime you'll see an estimation of the number of recipients for the campaign. Thank you for joining us. If you are interested in joining one of the feature pilots mentioned, please reach out to us. Be sure to watch part two of this release series for more updates on Marketer Intelligence features. To learn more about getting the most out of Emarsys and maximizing your Omnichannel marketing strategy, check out our on demand trainings, fireside chats and other resources.

1:38

Welcome to Part two of our February release video series. We're thrilled to present three updates under the topic of Marketer Intelligence. In this video, we will touch on the analytics and AI innovations we are delivering to enhance your experience with SAP Emarsys. Let's start with Event Monitoring, which is now available for everyone to use. This feature provides a comprehensive solution to monitor and manage diverse customer-related events in a centralized interface. Use this tool for problem-solving, trend analysis and progress tracking. Next, we have our AI Subject Line Generator for VCE, which is currently in its pilot stage. It works based on your natural language prompts, making the creation of subject lines intuitive for your email campaigns. This feature uses AI to analyze your campaign content and generate multiple engaging and contextually relevant subject line options. Lastly, we're kicking off the pilot stage for our AI Product Finder feature in March. This solution enables you to search your extensive product catalog quickly and efficiently, easily locating the most suitable products for your marketing campaigns. It's the one-stop solution to revolutionizing the way you use your product catalog. Thank you for joining us. If you are interested in joining one of the feature pilots mentioned, please reach out to us. Be sure to stay tuned for more updates as part of this release series. To learn more about getting the most out of Emarsys and maximizing your Omnichannel marketing strategy, check out our on demand trainings, fireside chats and other resources.

2:03

Welcome to Part three of our February release video series. We're excited to share four powerful updates related to the topic of our extensible, composable platform designed to enhance your experience and results. Let's delve into our first chapter, Solution Connectors & Pre-built Marketing Tactics: We're thrilled to introduce additional Tactics for Mention Me. With these fresh Tactics from our partner, you can re-engage your inactive or defecting customers while identifying and nurturing your potential brand advocates. They include Tactics such as "Engage dormant brand advocates" and “Drive value from existing advocates”, among others. Switching gears, for our clients in the Utilities industry, we have designed a group of Tactics tailored for utilities and energy companies. To give you a feel, our 'Welcome Utilities' tactic assists in efficient onboarding of your customers by providing important service-related information, ensuring a smooth start to a potentially long-term relationship. Moving onto the chapter on "APIs and Data Extensibility Improvements". We've extended our cloud data availability in Open Data. We can now offer additional datasets - including Smart Insight, Revenue Attribution, and Mobile Wallet data. You have enhanced access to Emarsys' data for use in external analytics platforms and to enable increased integration possibilities. Moreover, we've developed a bulk response summary API endpoint for the email channel. This gives you a more efficient method to pull summaries of campaign responses, saving you time and resources while making engagement data available to your systems. Thank you for joining us today. Stay tuned for the other videos in this series where we delve deeper into other enhancements of the SAP Emarsys platform. To learn more about getting the most out of Emarsys and maximizing your Omnichannel marketing strategy, check out our on demand trainings, fireside chats and other resources.

1:46

Welcome to Part four of our February release video series. In the final video, we're focusing on how SAP Emarsys delivers a trusted Enterprise-Grade & Cloud Scale experience. Let's take a look at what's new and noteworthy. First, let's delve into our "Cloud-based Data Processing Enhancements". To start, all batch contact data-based segments are now executed on cloud data for all our customers. Executing this in the cloud streamlines your processes to improve performance speed, scalability and reliability. We've upgraded our Relational Data system to a faster, cloud-based platform that speeds up customer data matching by 90%, making your campaign executions faster and more accurate. This large-capacity system can smoothly handle your extensive data, ensuring no timeouts. Next, let's navigate to our "Content Management & Sharing Improvements." We've upgraded asset distribution for clients with multiple accounts, making it more secure and reliable. Now, utilizing cloud-based admin relations, program distributions can only be launched by authorized users for their designated accounts. And to accommodate our global user base, we've introduced Polish language support to our user interface, making SAP Emarsys more user-friendly and welcoming to our diverse clientele. Be sure to check out the other videos in this February 2024 release series for more information and exciting updates. To learn more about getting the most out of Emarsys and maximizing your Omnichannel marketing strategy, check out our on demand trainings, fireside chats and other resources.

33:57

Hello, and welcome to another performance series. Today we are going to, talk about web channel and how to drive acquisition and conversion using that channel, alongside, you know, email and any other channels that you're using to create this kind of omnichannel, experience. And, my name is Josh Brown, and I'm a techno technical adoption specialist here at Amarsis. And with me is Nick Odom. How are you doing today, Nick? Doing well. It's good to be back on the the performance series. I know it's been been a while. I was I was on your team later last year, Josh. And so Yeah. Switched to the dark side of presales in about eight months, but I'm I'm really glad to be back on the performance series and talking about one of my favorite topics, which is web channel. Awesome. Yeah. Well, we can, go over a little bit what we're going to talk about today. And so if this is your first, like, exposure to web channel, we're gonna go over kind of what that is and and the different, types of campaigns that you can use for that. Then we're gonna go to the customer journeys. So things like welcome series, purchase series, post purchase, these really vital kind of essential programs that you probably have up and running, but maybe you're not using web channel alongside email or SMS or something like that to to actually further engage the audience when they're on the site. And then we're gonna talk about just maximizing, the data that you are getting through these campaigns. So, a lot of that has to do with the, option of progressive profiling and getting the information directly from the customer of what they're interested in, what they wanna know more about so that you can take that and customize the experience for them in any channel, even more than you already are. So if we wanna get started with just very broadly, what is web channel, so this is tagging that's done on the site, so that we can display campaigns on the web pages so that we're getting you know, if it's a new acquisition, a brand new customer, if it is, progressive profiling, if we're wanting to, reengage someone, we can, display those campaigns directly on the site. And then any engagement, any data that we're getting flows back into the platform for us to to action on. In web channel, there are three campaign types. So there's the ribbon box, which is can be like a larger box or just a very kind of thin ribbon that's on the top of the site, the bottom of the site. There's embed where you're actually going to replace some of the existing content on the site for some or all of your visitors, maybe depending on, what what segment, you have them in. They're gonna see a different messaging, than than just like an unidentified visitor. And there's overlay, which is that actually, you know, kind of pop up message that's going to, you know again, it could be used for progressive profiling. It could be, giving them, like, an urgent message on, a sale or, you know, anything like that. But I know, Nick, you're you have, you know, tons of of use cases and experience with this. How do you see these these being used kind of in general and and alongside, like, other other channels? Yeah. I mean, it's it's a lot of what what you've mentioned. Right? Like, there's a lot of acquisition that we, leveraged here. You know, you can start to be a little bit more intentional about about your acquisition strategies and what types of pages you wanna ask for, you know, new sign ups on, how you know, do you wanna delay that? Do you wanna, you know, how how do you wanna control some of that? You know? And and a lot of it really comes down to to reducing the friction that a a customer has as they're shopping with the brand. You know? So if if I'm trying to acquire, an email address, you know, why am I trying to acquire that? Right? And then and it it's probably not just because it's a new person on the site that that's unidentified. I think we've all got that experience where we get on the site, start getting bombarded with a bunch of stuff. Like, really, if we're doing it right, it should be a little bit more seamless than that and be a little bit more intentional about where those things are getting layered in. Same with the progressive profiling stuff. That's one of my favorite use cases here so we can be collecting some of that first party, zero party data, and and having our customers actually tell us exactly what they want from us and and, ultimately, enhancing that user profile, to be able to leverage for some of that dynamic content for other channels like you mentioned, Josh. So I think in general, I mean, these are these are obviously really nice tools in the in the tool belt for for how we wanna go and and personalize and, make that, you know, website experience dynamic, but it needs to be very intentional. We can't be doing too much all at once. Like, that's when, you know, that can start to become a very frustrating experience on the website. That's where we can start to increase, you know, balance rates, that kind of stuff. So we just wanna make sure we're we're doing the right amount. You know? We wanna make sure that it's kinda layered in, you know, very seamlessly to the website. But to your point, we also wanna be layering that in with our other channels. Right? So, you know, what what kind of communications am I sending out, you know, that I can then build another experience to to continue to drive, you know, whatever behavior, whatever products, whatever, you know, purchases we're trying to drive, from our other channels. We can now start to leverage the website to to kinda continue that that messaging and and make sure that we're having kind of a consistent experience between, our different touch points. Yeah. Yeah. I think that's a good callout, of of not bombarding anybody. I know that and nowadays, when you're going on to a website, there's usually a message already being shown about, you know, accepting cookies. And then there's if there's gonna be, like, browser notifications, you get asked about that or maybe a a location prompt. And so it's you have to be very conscious in what are we adding to this, and are we gonna time it in a way where it can have its own focus. And and someone's actually invested in going further on the site already, by the time that we have this message, so it doesn't, yeah, scare them off off the site. And, yeah. So there's, I think, a a lot that can be done there. And with the timing of the messages and then, like you're saying, using it alongside other channels, if someone's opted into email, but they, you know, still just do a lot, of their engagement on the site, then something like this progressive profiling, you can get, really useful information for them. And and you don't have to, rely solely on them opening an email and and getting the information that way. Well, and you don't have to collect it all at once. Right? I mean, you've got this example in the ribbon box where, obviously, we're collecting a couple of additional details outside of just the email. It's great. You know, let's just make sure that whatever we're collecting, we're kinda leveraging, you know, and some of those initial use cases, you know, the welcome series, the you know, maybe we're asking for birthday, and we're gonna put them into a birthday program, you know, maybe later in the year, maybe this year or month. You know, what whatever that might be. But especially with the more of a progressive profiling methodology, it's like we can collect little bits of information over time. Right? It's gonna make sense sometimes to collect more upfront. But but especially when we're looking at maybe even, you know, additional channels. Right? Like, maybe I've got an email subscriber that I wanna turn into an SMS subscriber. Like, we could ask for both those things at once, and that would make it really easy to pair it up. But with a really good website identification strategy with, you know, a really good progressive profiling strategy, we can do that in smaller chunks and start to be more intentional when we're getting them to sign up for new channels, what use cases they're gonna be signing them up for, you know, thinking, you know, back in stock alerts, flash sale alerts, you know, different, you know, different types of really intentional communications, especially especially with the channel like SMS. So I think web channel and some of that, you know, being able to link the identification back to our, you know, our our customer profile really allows us to be a little bit more patient with collecting that that customer information. Yeah. Yeah. And it puts the power in the customer's hand to give us exactly what they want to, so that they can tailor the experience, which then overall is just gonna have, you know, lead to a a healthy relationship between, the customer and the brand, because they're actually feeling like they're being heard, and they're getting the type of communication that they want. So, yeah, I think that that all makes sense. And if we move towards the use cases, you know, just a few of the the very, very many use cases that you can use this for, like I said, are are some of the the more essential, programs that that everyone kind of needs to have up and running. We have a welcome series. So if there is you know, when you're kind of educating a customer about your brand, if you're wanting to get, like, a new, acquisition in the first place, we've talked a lot about that profiling, but, obviously, when they're a new customer, that's that's always a a a good way to to start doing that, at least. Like you said, we can kind of we don't have to get everything at once. We can space some things out, but, we can start that process then. And then we have, you know, actually driving purchases. So if there is that, really great sale that we wanna bring to everyone's attention, if they've gone through, certain steps, and they they just kind of need to to get pushed that that one last step toward, you know, a, free shipping or, a just a a purchase in general. We can see them in that step and and look at their kind of, like, browsing session and and, create a a a good message to launch at the right time. And then post purchase, I think, is really interesting because a lot of time we're working towards just getting that purchase and and almost viewing that as, like, the end of a, of a goal when really that's just another step on the customer journey. You know, obviously, we're wanting them to be an active buyer and an active, customer that comes back. So a lot of that is is what happens after that purchase and, how we communicate with them then. What are your thoughts on on that one specifically? I would really love, but but the, all three for sure. I I think they're all all kinda in the same vein if I'm being honest. When when I've ran across teams that are a little bit more mature in the way that they think about life cycle marketing and they think about, you know, marketing automation in general is they they kinda look at every, obviously, every purchase is a conversion. Right? But if if you treat every purchase the same, then you're gonna keep there's gonna be a lot of redundancy in your your marketing automation. And so, the ones that I've seen do it do it well or at least have an interesting strategy around it are are kinda saying, okay. Here's purchase one. Here's what we wanna do. Here's what we wanna accomplish with our customer during purchase one. And then that timer starts over, and they say, okay. And now we're driving to purchase two. You know? So they've got post purchase series for that first time buyer, the second time buyer, the third time buyer as their database matures, how as their brand matures, as as, you know, the you know, all these things start to align, they might start to roll out, like, a third purchase, a fourth purchase. I mean, on average, everyone's trying to get it, you know, over a two purchase life cycle. Right? Like, there's you know, that's kind of the you know, a lot of times you've got a lot of one and dones. And then if you start to get someone over two, three purchases now, you're starting to drift into, like, loyal a truly loyal customer. Right? And so you've kinda gotta take each of those, you know, in its own steps. So the welcome is really important to get to know the customer, to get to introduce them to your brand, and and start to to get them shopping and and, you you know, building and and letting you know what their preferences are really by what they're shopping for on the site and and hopefully getting those things back into a user profile and and collected against it. The goal of the welcome series obviously is sort of to drive to that first purchase, but I think there's a lot of getting to know you that happens in in there as well. And it's a missed opportunity if we're just trying to drive to that first purchase, especially with brands that, you know, maybe have higher end products or, you don't have a lot of products. You know, there might occasions to your, you know, thing that needs to go on in there. And to really get to know, you know, who the brand really because, you know, you know, you we don't know how why they came across the brand. And we don't know how they found them yet. We don't know some of those things. So I I think you just gotta take it, you know, each each purchase has its own sort of thing. And then to your two point, the incentive strategy. Right? There's some brands that are very you know, we don't do incentives, which is fine. That that works. But if we are having some sort of incentive strategy, you know, the website is a really good spot to to be able to inform them about that. Right? We can communicate that stuff in email, but we really need that experience to come across the website as well because, it it very easily could be. We've seen a lot of, you know, changes in behavior last couple of years of organic traffic. You know? So it's like you might be driving, you know, a lot of, you know, awareness in your inbox, you know, and and they're seeing you there, But they they might just as easily punch in your your URL into, into their browser and come back. Like, oh, yeah. I remember that. Or or they had a tab open or, you know, whatever. So, like, people shopping behaviors as they become more and more mobile forward of the as they've, you know, become very ecommerce focused, you know, in the last few years. Like, we we see a lot more of that kind of behavior. So it's important that you're leveraging that website and building dynamic, you know, content into there where historically we've we've maybe leaned, you know, too heavily on just dynamic content, some of our outbound channels. Yeah. Yeah. I think that's that's all, re really good points. And I think a a spotlight on mobile is is a great one, because it it is where a lot of people are viewing, the website, and you can be really specific on on how you're wanting the web channel campaigns to to engage, with that view and making sure that, again, you know, that's it's it's a smaller screen than a a computer screen. And so we're, even more so not wanting to bombard people. We wanna have the experience still seem, seamless to them and but also kind of let them know of of important things that we, need to get across or, you know, again, get them to, you know, just stay engaged even if yeah. Like you're saying, they're not, super engaged on email or or another channel. This could be, the the channel that actually gets them engaged with the brand. Yeah. I mean, at the end of the day, if you're gonna make a purchase from a company, you know, it it's gonna be through websites. It's gonna be through the app. So, like, that's gonna be kind of that final touch point, you know, especially when you look at the drive purchase series. Right? Like, that's gonna be how do we how do we close the gap? Right? Email, SMS, these things are kinda gonna throw throw the the the ball a little bit further down the field for us. When we start to get into scoring position, it's gonna be, you know, how how easy is that website or that app to to navigate? How easy is it to check out? Like, you know, how seamless is it? You know, the I you know, you look at things like abandoned cart are still, you know, driving so much revenue, and it's because, you know, shoppers have a short attention span. Right? We're we're building carts. I don't know about you, Josh, but I probably have two or three active carts floating out on random websites right now that I just, you know, I maybe got distracted. I mean, we got whatever. I put the phone down, like, and it sat there. So the easier we can make those things, the more personalized we can make that experience, and take roadblocks out of making purchases, you know, the, the more we're going to be able to drive and enhance that experience with something like this. Yeah. Yeah. I think I mean, even you some people I know I've done it definitely of using the cart almost as, like, a wish list. Like, I'm gonna add somebody here to save it. And and then, you know, maybe I come back to it. Maybe I forget about it. But, yeah, I like your your analogy. This is kind of like the the red zone of the of the drive, that actually kinda it needs to be really, really important and vital to to get us there. And that's gonna be my last sports reference before I, you know, embarrass myself because that's that's not my forte. But, I'll, move on here where we have a good use case, of just how this was kind of lifting all of, the engagement that that, this customer had. So this is feel good contacts, and they were going through wanting to, you know, connect data and channels. They're, they're trying to automate things more and really kind of go for the omnichannel experience that I know, you know, we're all kind of trying to, to get as a result. And and what happened here was we used, tactics, which is, the platform able to build automation programs, for you as as the as the foundation and build segments and, has, you know, wait notes and and all of that there. And you can use that to to have email channels and web channels, CRM. You can have it, put in whatever you kind of have access to, and, it builds that foundation for you. So then you can just kind of focus on the creative and and tinker it to your to your, specific use case. But we we did that and, used their purchase and and behavior data, for actual, like, recommendations and reminders that are actually specific to that customer. And then, use, like, mobile app and in app messages to continue that journey. And and what we saw was a, a big impact with, revenue, increase of twenty six percent. And the actual basket value, the actual cart value of of what was then purchased, went up as well. So that's it was a the average order value was an increase, which I think, kinda goes back to what we're talking about of of when when is that step that we then get, like, a loyal customer. And, obviously, if they're they're coming for maybe not just one thing, but they're getting their contacts and their accessories and and all of that kind of together, then, then we're we're seeing that as their go to place for, you know, this part of their life, which, you know, is is kind of the the overall goal of that that omnichannel experience. That's amazing. I I haven't, worked with this client in particular, but I've looked at their, their case study. And just just being able to leverage some of those prebuilt tools, you know, like like you're saying, Josh. I mean, it's not the end all be all to everything, but the fact that we can get going, get get moving quickly, see time to value, and start to have some real impact in the business is really what, you know, the Emarsys platform is built around is this whole, you know, mantra of power to the marketer and just trying to build, easy to use tools within our UI, to be able to deploy some of these, these use cases that historically were just very difficult. You know, we're required, you know, large teams of people to be able to execute something across all those different touch points. And so to have, something like web channel baked into, the tactics, and and be able to deploy it along with a number of other channels, I think is just really a big differentiator in the in the market. Yeah. Yeah. And then this is also a a good use case in just the data that's coming in, the purchase data, the engagement is just gonna allow them to market even more specifically with with a business case like this, something like replenishment. And, like, the buying cycle is is a lot easier to to track based off of prescriptions and and how they expire and things like that. So this is, I think, a a great, processes that they've implemented that I think will just continue to then let them grow and market in in more interesting ways. So this is a, a a great just kind of, well designed use case of the kind of multistep sign up of of getting that, acquisition and then giving them the option to say, okay. Now you've signed up. Let's try and make this as custom for you as possible. And, looks like this is is some of the design that I see around, the web channel plus, package that I know that we have. Do you want to go into that a little bit? Yeah. So there's been actually a couple of enhancements that that have been made in web channel recently. Started with this services forward approach, the web channel. So, I know you came from production, Josh, back in the day, you're building the the VC templates for email and and, you know, plugging, you know, different variables in there, making it so you're kind of building an experience for the end client. Web Channel Plus was was sort of thought of the same way, but for the website. Right? And so we we had similar tools in our, like, in app messaging and some of the mobile stuff. We wanted to get Web channel to become a little bit more flexible and robust. So we started with what are the use cases, and and a lot of it was around progressive profiling, offer management, you know, some of these multistep sign ups. Just a few of these, you know, enhancements to the different forms and the different layouts that we had. And so web channel plus essentially a services package, where the team, the production team has a bunch of these kind of use cases, almost like a library of use cases that they've been building out for clients. But as they're building them, they're also starting to build these, you know, flexible layouts that are actually in the tool. So, in in the next, couple releases, I don't know if it's the next release or release after that, that they'll have these kind of layout content cards that that are more or less like templates, that we can deploy for individual accounts, and and and we'll start to see that library grow. But but it's really been built on some of the work that the production teams have been doing recently around this web channel plus package, which is, you know, kind of these custom layouts, custom, you know, experiences that our services team are building for clients. And and then in turn, we're we're taking that and layering it into the product and making it so the clients can not only take advantage of those new layouts that the teams made for them, but they can also make adjustments on the fly. They could kinda easily plug things in and still have that low code, no code experience that they're used to in the email builder. That's awesome. Yeah. I know from just, like, an adoption standpoint of of what I'm doing now, it's it's a great, way of being able to say, let us kinda get you, off and running and started and then giving you the tools to be able to, then use them yourself. And like you said, you know, make edits on the way. And as your branding continues to grow and change, like, it's it's, this, web channel, design elements can kinda stick with you every step of the way. Hundred percent. Yeah. Because the the the the strategies are gonna evolve and change just like anything else. Right? So we wanna make it so it's it's something that we can edit and and adjust and, you know, the the details, especially with a progressive profiling thing like this, the details that we collect this quarter might be different than what we wanna collect next quarter. And as we get more complete profiles, we're gonna wanna swap those out. So, it's really exciting to see, the the team start to to lean into this and and start to build out some of these tools to make these, you know, processes repeatable and easy, easy to use for just about anyone. But, yeah, there's there's a lot of really cool stuff in the web channel plus, package, not just around progressive profiling, but around a lot of different, types of campaigns and experiences that teams built. Nice. Yeah. I'm I'm really excited to see, you know, just more and more kind of success stories come in, as as that becomes available. So, yeah, I'll, keep my eye on that. And, yeah, a lot of this was, talking about progressive profiling. So, again, this is just a great way of actually allowing the customer themselves to tell you this is what I'm interested in. This is, you know, instead of having to try and figure it out from what exactly they're engaging with or, going just based off of, like, past purchases, they can tell you themselves, this is, you know, what I wanna interact with, whether that's these are the type of emails I wanna receive. These are the type of categories or brands that I'm interested in. Anything like that can allow us to then say, okay. We're gonna, get a web channel campaign together, or we're gonna, you know, replace some generic content with something that's brand specific to what their interest is in. Or we're going to, not send them an email where they've shown disinterest, but we are then going to that allows the email that we are gonna send to, you know, stand alone and and not kind of lose focus, with with just a lot of of marketing and emails being sent to them, all the time. What the the message is gonna be, you know, very specific, and it's going to be very pointed to what they're, actually wanting to know about. So I think that that is that is always a a great way of of actually improving their experience and making them feel like this is a, a relationship that they can, you know, they can engage with and feel heard about. Yeah. And I I think you just it's gotta start early in that relationship. I mean, I know we've talked about the welcome here and a couple of these other things. And, I think if if if you think about, like, a preference center, right, and we all know that it's, you know, not the most adopted, thing for a customer to just go and fill out their preferences. I think we're seeing a little bit more and more, with people that are savvy with with how these these systems work and these strategies work. But a lot of times when we see people going to preference center, it's because they're already burnout on the messaging. Right? And so they're they're going to basically unsubscribe, and it's kind of a last ditch effort to to get them to opt down or change their preferences or just kinda stuff. With progressive profiling, we can kind of nip some of that in the bud a little bit earlier. Right? So we're asking for these details early on. We're building a profile organically over time. We're listening to what things on that profile are changing as we're collecting new things. Right? So, if we're doing those things right early on, then, hopefully, we're gonna be messaging them at the right frequencies, with the right messaging, at the right time, you know, to the right person, that kind of stuff, which all sounds very simple. Right? But it's it it really needs to be very intentional from, like, day one of, like, okay. We've just acquired a person. Is there an extra piece of detail that that won't acquire? Maybe it's I just want first name. I wanna be able to say, hey, Nick, you know, in that that first email and do that. Maybe it's collecting the birthday. Maybe it's collecting the the gender. It it it just depends on what your strategy is, what your products are, how hard your audience is to decipher. Right? If you've got a very niche product where the majority of the people that are shopping on the website are kind of in this demographic looking for this particular thing or a hobbyist of this particular thing, like, you're you're not gonna have to take as many guesses as to who that person is. Right? Like, if you're a shop that's got a little bit more broad of a an offering, you know, it might be a little bit harder to narrow it down. So it really depends on who your shoppers are, how much we already know about them. But it really starts on day one. Because if we already get to the point where they're fatigued, they're already sort of looking to unsubscribe. They're doing these things. Like, it doesn't necessarily matter what information we collect. They're that that we're they're not gonna necessarily change their perception of of the the fatigue that they're feeling from your messaging. So it's really gotta be intentional from day one. And we've gotta have an overall strategy of, like, what we would like to collect in that first year that that we're, you know, getting to know a customer. Yeah. Yeah. It can almost seem overwhelming. And in terms of what are we gonna ask for, there's all these different things that we could take and and action off of. And I think having that yeah. Like, here's our plan for year one. Here's what we wanna collect because we have these programs in mind to then action off of it. Then you can kinda have those specific use cases, And you're not asking them, you know, twenty questions. You're asking them these very specific ones, that you're you're focused on at that time. And then, you know, you can see how that how that goes, how many people are responding to that. And then you have this, you know, or, subset of of audience that did kind of answer those, and you kind of take them to the next step. And then you can see, okay. Then what was what do we need to change with the, kind of first batch of questions? And then what, you know, what can we expand into? So it's it's not having to do everything all at once and and just try to go from zero to one hundred, but it it's it's a way that on, like you're saying, day one, you can start that process. And as long as that process continues to move forward, you're gonna continue to get, you know, information and, engagement that actually, you know, means something and speaks to you. Hundred percent. And there's actually a tactic for this as well. So, are there possible is definitely, a lot to do with the strategy and what type of, you know, content we wanna be pushing out, but there is there's kind of a prebuilt automation that kind of build some logic for you around, like, what should the next sort of piece of information be to ask. And then it's just, you know, kinda creatively thinking around what what actual touch points or, you know, data points we need to be collecting through that strategy. Perfect. Yeah. So then it's, it's even easier to, to get this set up and, and to start moving. So I think that we, we went through a lot, but I think that there's, some, some key takeaways of just actually using your website to enhance your customer engagements. It's not just there for the transactions. You know, it can be there for, profiling and acquisition and, you know, at just continuing that, customer journey. Because, yeah, we don't want the kind of voice of email to sound completely different than the voice of the website or the voice of SMS. And people feel like they're just getting the same message three different times. And and they're not being treated like their own person. They're they're just being, you know, bombarded with the same messaging that everyone else would get. The the more we tailor it, the more they're gonna feel like it's being, you know, delivered specifically to them. And then, again, that just kind of adds to the the, the possibility of them becoming, a loyal, customer and and staying with you for, you know, more than just that, like, first purchase. Hundred percent. I mean, like, especially when you've got multiple touch points in the mix. I mean, especially you you look at the feel good context. Right? They had a website, they had an app, they had SMS, that email. You know, there there's a possibility that you're talking to a single person on two, three, four of those channels, you know, and to your point, like, what's what's the voice, you know, in each of those channels? What's the consistency between the channels? You know, there's gotta be a little bit of a mix. Even when I think about my personal relationships. Right? Like, there's you know, I might be talking to just one of my friends on multiple platforms. Right? Like, we might have, you know, an Instagram direct message thread going where we're sharing funny videos. We might have a text message going where we're talking about dinner plans, and we might have, you know, some sort of, you know, Reddit board that, send a group of friends are all kinda talked through. Right? They're just kinda like modern communication. Right? And so, like, brands sort of have to think about that nature as well of, like, what am I maybe looking for when I'm on your app, maybe on the go or, like, just killing some time somewhere versus I'm, like, seriously shopping on a desktop versus, you know, I'm just scrolling through my my inbox and seeing what sticks out. Like, you know, what what are those different touchpoints? Like, what's the voice that we should have on there? Like, you know, what's what's the kind of behaviors that we really wanna, like, drive? You know? And so, I I think that's important as we start rolling into, you know, more and more of these touchpoints to your point. Like, we've gotta maximize, you know, the space and the time that we have when they're popping into those those various things, especially when there's multiple, you know, areas available for for a single customer. Yeah. Absolutely. Well, I think that that is going to wrap it up. Here is where you can, scan a a code and and watch all of our previous episodes. We have the power to the marketer, festival that you can register for. And, I think you really, really should check that out. And, then if you want to connect with Marsas and your CSM about any of this, how can I, start start using web channel or maybe what that web channel plus package specifically, or any of the tactics or anything that we were kind of talking about, definitely let us know, and we can help you, take those steps into, using this channel and having your your website be be just as helpful as anything else to, building that customer journey? But, Nick, it was great talking to you as always. And, I'm I'm sure we'll we'll chat again here real soon, but, I appreciate you, coming today. Hundred percent. Thanks for having me and, always a pleasure.

21:41

The different channels that we have available, especially kinda within the, Emarsys platform. So, there are, you know, a a a few different, like, areas that we can can target. Obviously, we have SMS and those, like, conversational channels of of text messaging. We have the, like, inbox of the app, as well as, like, the in app. And then we have, like, push messages, that can kind of send notifications to the phone. And then, what's really exciting is that we now have this kind of, like, mobile wallet, and that can actually with with customers who don't necessarily have the app, we can send them, vouchers and and coupons and, that they can just add directly to their wallet, which I know that we'll we'll get into, a little bit later. But, how how have you seen kind of these, these, like, work together, maybe briefly before we go into a few, specifically? Yeah. So I think first, all these channels are a must to to and any omnichannel strategy in order to achieve customer centric personalized communications across all touch points because I think that's all we're trying to achieve, really, trying to to to get to our customers where they are, where they're spending the time because we're kind of all spending our days within the tiny devices in our hands at this point. So I think where we have seen customers implementing these channels, seamlessly into their strategies, not just having, like, ad hoc, almost like knee jerk reactions into, oh, I'm gonna use SMS or or I'm gonna use our in app, notifications. Just bringing them all into our strategy seamlessly, that's when we've, seen the the highest, result. Yeah. I think that's a great call out that we're we're kind of focusing today on the the the mobile kind of arm of of marketing, but it's still one part of of what should be kind of like your omnichannel strategy and and using that in concurrence with something that we're doing on the web. And then email, obviously, is is always, good to remember. So if we start off with the kind of in app, channels, so the, like, in app messaging or recommendations, allows us to kind of customize what someone's saying when they're within the app that a customer has. And then if that, app does have a, inbox, then we can send, you know, messages directly, to that space, which, you know, is is obviously really great because you're not kind of competing for space with with other companies and other messages. It's it's really just tailored to to people who already obviously have an interest, in the brand. They have the app. They're once people kind of download the app, they usually kinda stick to using that for their interactions with the brand. So what are your thoughts on how that can kind of be leveraged, maybe in, like, a unique way? I think one of the thing that, we have heard a lot and seen a lot, especially with millennials and and Gen z or Gen x customers, for example, is that they are engaging a lot more with the brand's app even during an in store visit. So I might go into a shop, and I might be looking at specific products, but at the same time, I'm still checking the app because, I want to see reviews maybe that other customers have left maybe on the product that I'm interested in. I want to see maybe if there's coupons available or if there's a loyalty program and and so on. So making sure that, you use the apps, when your customers are engaging with them, but also making sure that you almost guide them through that, purchasing journey so that you guide them in discovering the product and, your loyalty program if there's one, and just that deep product information. I've seen that working really and forming really, really well, with brands when they're literally on top of it and almost using it as a real time, interaction with the the customer. And I think we we're we're a little bit guilty of downloading lots of apps, maybe trying to figure out where we wanna shop or which one we wanna use. As a brand, we want to make sure that we capitalize on that momentum and that, you know, when you have that customer engaged, you make sure that you keep it engaged and coming back. Otherwise, again, we're almost guilty of that. We we tend to detox probably as as quickly as we install them. So we need to cap capsulate on that momentum, when the consumer is engaged with your mobile app before they move, on onto maybe a different store or a different app. Yeah. Yeah. There's definitely, like, every few months or so, I'll go through and kind of purge what's, you know, what I maybe downloaded on a whim and and haven't used. So, yeah, we wanna make sure that that your app does not, you know, fall into to that, to that casualty. And so, yeah. So and that's something that that if there is something where they're opening the the app and actually seeing things that are are relevant to them and not just here's gonna be the static, you know, promotions that everyone is going to get. That's obviously going to, create much more of a connection between the customer and the app that they're using and and getting recommendations that they're not seeing anywhere else. And I think using it in store is a is a great call out too if if it's, yeah, something that they wanna see, if they have any incentives that they can get before they purchase or if there's kind of a, stock discrepancy, if they're, you know, this they don't have my size here. I'm gonna be able to open the app or they're out of stock. I'm gonna be able to to see that then. That keeps them engaged, even if the in store experience isn't giving them everything that they're they're wanting to on that day. Yeah. Absolutely. And I think a, a connected kind of channel for that would be, like, the mobile push. So this is, push messages, that are kind of being sent over notifications. So this is obviously kind of similar to, SMS, but it's it's, again, giving them a space where it's not then just kind of disappearing in their more general, you know, messaging app. It is something that we can, push in in real time and let them know about, you know, promotions and, recommendations, you know, if there's big sales coming or, like you're saying, if there's, like, a loyalty program and there's kind of a special promotion for that or if they're really close to being, getting to a certain tier, we can send messages on that. And and then having that connect directly to, the the app is just another way of kind of making that, that interaction seamless. Have you kind of seen anything, that you that you really like for for mobile push? I think, probably, like, my favorite, and and I I'm absolutely sure that they're probably one of the best performing, push notifications as well, is where I've seen brands, take into account context, and as you said, almost seeing those push in in real time. So, if, you are able to use geofencing for, let's say, finding and targeting new customers, I am a big shopper in the sense that I also fall for the most, probably common marketing, tricks, out there. So, if I see a loyalty program, I want to be in, and I wanna spend my money and kind of move up, into tiers and so on. So for me, I think when I'm seeing brands using that information, the fact that, I like to, I don't know, gamify the experience and and be part of that, in order to to find my next product and place my next purchase, I've seen that working really well and not just on myself, but also with the brands that, I've worked with. So just taking that into, taking the context, into account where building your strategy and pushing out those communications, works really well. Yeah. And I I completely agree. I definitely have a a fear of missing out on points. And so if there's something where it's like, yeah. Just put in your number and start it's like, you know, yeah. I got I gotta do it. So I think that that's a, a great call out as as well. And, it's it's really interesting that kind of notifications, as a whole kind of have their own opt in, that you can kind of just change on your on your phone and then, and and then allow the the app itself to to send over. So, again, it's something that if we can get that that permission and that engagement from the customer, then that's giving us a sign that they are really engaged and want to have that relationship with with the brand. And so that just kind of allows us to, you know, really focus on giving them their their personal recommendations. And if if that leads to, increase, like, progressive profiling, which I know we've talked about, like, on an earlier episode of the performance series, If we can learn even more about them and the way that they are wanting to interact, then the entire relationship is just gonna become stronger and stronger as we go on. That kinda reminds me of a, success story that we have. So there's, a company called Feel Good Contacts, and they, used our tactics, program and the automation builder to, launch some, customer life cycle journeys. And so what they were able to do is use that mobile app push, and in app messages to help like we were saying, just be part of that omnichannel strategy. So we're not completely abandoning, email, web, social ads. We're using them altogether. And a lot of times, since the the app, is is maybe like a final point of that journey, it's just even more crucial to get that right and be personable. And they saw a lot of, really good success with that. So they saw an increase of twenty six percent for, revenue, year over year. And it was, really, great in increasing the, cart value, that they that ended up getting purchased and winning back, turning customers. So, I mean, that's a huge win, and I think that the basket value, I think, is really interesting and goes towards, again, that kind of being the last point of of, making offers and, you know so that if someone's wanting to get, you know, accessories or, you know, contacts and glasses or what or being able to customize their product, that they can do all of that, from the same area that we're giving them the message. They're not having to go to another location. So is is that something that you've kind of seen similarly as as well, or or what do you think of that? Probably, like, one of the things I wanna say first is that I I am a customer, of feel good contact. So kind of thinking back or looking back at when I first bought my first, first pair of contacts and literally physically having to go into a a place for someone to, offer you contacts. And now kind of looking on how you buy them now with the feel good contact app, for example. It's, like, so easy to find various number of contacts that may suit your needs. It's easy to kind of change, so I have loved really having that, so easy to use on my phone. But also true to to their stories, the fact that they continue to use the data to support their their learning and not just, you know, we've done it once, we've seen success, and then we just kinda leave it running and maybe we're gonna come back to it a year from now. They just continue to use the customer data to continue to develop that, learning and adapt their strategies over time. I think that's really important and, really stands out to to the the strategy and their evolving brand as well. One of the things that I've seen in the past, with pairing data driven strategy with maybe a channel like, like, mobile is, again, trying to bring trying to learn from your consumers and trying to bring those data points into your communications. In a lot of businesses, a lot of departments kind of sit separate. So you have marketing, you might have a buying department, and and merge and so on. And sometimes it's difficult, you know, kind of get all of them on board to decide what we're gonna push in this, push notification or in this email. But when you see all of them coming together, like, in this case as well, you really see the performance coming through, their tactics and, tests as well. Yeah. That's awesome. That's really interesting. And now if we kind of, make a switch if if someone's watching this and they're saying this is all really great, but I don't have an app. So I just, like, not use any of this. Well, hope you, you know, stuck around and kept watching because, we do have the mobile wallet feature, which is great for, people who are using the Emarsys platform that don't have an app, because you can still target people on mobile, by using this feature. It's a a native channel that we have, and it, again, is is really good for, orchestrating alongside a omnichannel strategy. So, what this does is it allows, us to send something that, allows them to add a voucher or message, like, directly to their, wallet. So, it could be tickets. It can be, yeah, like a coupon. Anything that, can go to their, like, native wallet, app on their phone, we can send that along. And so, an app's not necessary for that, and that can allow them to not only, have, like, an ease of use of when they're, on their phone, but it connects, like we were kind of saying earlier, to that in store experience. So, if we are seeing that someone has a barcode that they need to use in store, we can see that they're, that when that is used, then we know that they're someone who likes to buy in store. We can target to that, or we can try and and leverage that to an online relationship as well. But I'm I'm really excited. This is, new to the the platform and has a lot of use cases. Have you been able to to kinda look around on on this, yet? And what what are your kind of initial thoughts on it? I think probably one of the couple of first feedbacks that, I've seen around is that, as you mentioned with the mobile apps, obviously, they're absolutely fantastic, but sometimes it's really hard to, get everyone in gear and, be able to build and launch, successfully a mobile app. And with the wallet, it's such a great tool to to bridge the experience between online and offline, until you get the mobile apps up and running and that strategy ready and so on. So, I know things like, going back to the loyalty and, your, let's say, VIP customers and bringing them into your in store and, drive those experiences for them, to discover that, those physical locations as well and discover products using the the mobile wallet, campaigns. I think that would be great, and I'm really looking forward to to seeing all the creative ways that, brands will be, rolling this out. So, yeah, I know it's holidays, but I think everyone is just so excited about the the possibilities here. Absolutely.

21:41

I wanna I wanna take a look at one of our brands, Adore Beauty. So I think this was a a really interesting one. You know, they were they're moving into a loyalty program. They had some some goals in mind for that. But to really get into into a loyalty program without it being overwhelming for customers, they really had to take stock of what their customer's experience was. And so if we're looking at this website here, it's like, you know, there's there's a spot to join a loyalty program. There's a spot for them to to to, you know, give us additional information, spot to download that. Like, all these things are happening on the site, but it's not like it it's kinda more tastefully done. Right? It's it's plugged into key spots on the on the page. So, like, if you keep scrolling down, you know, we've got the push for for joining loyalty. We scroll down. Maybe they don't wanna join loyalty. They just wanna get into an email list, but we're we're kind of placing them throughout that experience so that it's not all at once. And, like, I've gotta make a quick decision on, like, what I'm interested in, which oftentimes leads to just I'm not interested in any of it right now. I wanna I wanna to kinda marinate a bit more, and, like, I wanna get into this website a bit more to find out what I'm actually interested in. And so I really like the way that they've kind of outlined their stuff because it is a little bit more spread out, and they're still offering a really personalized experience to the customers. Yeah. It's it's striking that really nice balance between being accessible and being easily that channel being easily found and opted into without, like, you're saying, it just being a direct ask for all of it all at the same time or within a a short period of time. Yeah. So, I mean, just going back to some of the stuff that you've been doing with your clients, like, what kind of things do you see them maybe doing, you you know, in our in our region? Just some some trends that you're seeing right now. I mean, there's, I think just the spacing about out of channel opt ins and in terms of is there any that we're kind of striving for? And if so, then we'll maybe put that, a little bit, you know, further up the queue. Or, there's always the the option of having, via our, you know, web channel product to have something that does pop up, but it does so if you're about to leave the site. Yeah. So then you're Like an exit intent. Yeah. It's an, yeah, it's an exit intent. So it's it's gonna be kind of at the back end of the session. And so then you know it's not gonna be sharing space with that location sharing or No. I'm not considering, like, what just the the prioritization and all the stuff. I'm like, what's what's kinda critical in that moment and, like, what's gonna add the most value and, like, what what can we kinda save towards the end and and try to, you know, make it more of a almost a hail Mary to, like, kinda save save that customer, or that visitor. You know, I think that's, you know, kinda interesting that you mentioned, like, the the web channel piece and, like, just how we can, kind of present these different things and give the marketers some control on you know, from within our UI just to kind of, you know, play traffic cop, if you will, on the front end of the site. Yeah. I I think that's you know, there there's also, like, a data hygiene aspect to this. Right? Like, we wanna make sure that there's you know, if we're asking for email and SMS in a different spot that we're merging those back to a single record or if we're, you know, having them join loyalty. Like, there's a bit of a strategy just to the the data management of all this, you know, just to make sure that we're not creating duplicates or gun and ghost records or, you know, whatever those might be. And we've got a bit of a strategy on, like, just merging them back into the into the data platform to make sure that they're, you know, you know, a unified profile. Right? Yeah. That's kinda like what makes omnichannel what it is, is that it's not, you know, talking to someone the exact same way of if they're only using SMS or someone who's using SMS and email, but you have that unified profile so you can do certain things. Well, whether it's, you know, if you have frequency cap or you're gonna send a, text message about a sale on an email about the same sale that you send only one to the person based on what they're using more so that, yeah, it's actually giving them a cohesive experience. And It's kinda hard to do if they've got multiple records in your system. Just talking to them like they're four separate people, and there's kind of a disconnect there. We're like, haven't you already told me about this? Or, you know, do you kind of realize that I'm kind of a person? Barrier to entry to that omnichannel stuff. It's just, like, actually having a strategy around, around the the permissioning, but also just, like, how the data's flowing into your system and how it's it's mapping back to a single Yeah. Single person. But I think the the next side of this with Adore Beauty is just kind of the the personalized web experiences that they've been able to deliver. You know? When when we we do have a really nice kind of data structure structure and strategy on on building that unified profile, then being able to kinda play concierge, you know, on the front of their site and, like, you know, deliver personalized recommendations, and offers based on, you know, what that person's been able to do with their loyalty program, different channels that they've engaged with, and really just collecting some really rich data that allows them to to empower an experience like this. Yeah. It's interesting that the website is usually robust enough that it's going to be promoting all these other channels, but it you have to remember that it it's a marketing channel in itself. And that is, the that that it can be tailored to giving these personalized offers. And, like you said, as long as there's a unified profile getting all of this data together, then you can give them, you know, the most actual reliable pull, where that, you know, makes sense for that customer. Yep. Yeah. Yeah. I think that, you know, as you're doing all this, right, you're unlocking some of this potential. You know, question we get a bunch is like, what's this really do for me? Right? Like, I'm focused on customer experience. I do these different things. Like, what does that, like, really do for me as a brand? You know? I I get it. I'm not necessarily, you know, pestering everyone as much. But what if I what if my sign ups decrease? What if what if my channel revenue decreases? Like, there's always this kind of fear to, like, step in and make changes. And I think when we look at some of the results that Adore has been able to accomplish, it's it's really, it's really quite interesting some of the impact that they've been able to see in, like, six months. But, like, you know, you you go, you know, forty seven percent, you know, revenue increase over the year. You know, them driving all the all these uptick in in loyalty customers. And then all of that forty seven percent is coming from their loyalty program. Right? So they've they've really gone, and they knew that they had, you know, a challenge with maintaining their CX. Right? They they knew that there was this, they needed to be fostering more loyalty. It was something that was gonna be impactful. They knew they had a lot of repeat customers that they wanted to incentivize on on continuing to buy from them. And and so they just leaned in and they said, okay. Let's look at this. You know, let's look at this as a whole and say, we know we plan these channels. We know our website is cluttered. We know that there's these different things going on. Let's let's bring out and roll out loyalty and launch it in a way that, like, fits seamlessly into this. And we can we just offer this experience across the the the whole brand experience. And then the impact of that, you know, is is pretty amazing. You're certainly in the uplift. Yeah. I mean, think about it's incredibly vital in a loyalty program to have all of these channels talking to each other because someone who is involved in that loyalty program is gonna wanna make sure that they're getting, you know, the points or the benefits or whatever it is attributed to, you know, every visit, every engagement, that it's that they're kind of getting the most out of that program. So all these things things talking to each other is a is a necessity. And then it kinda seamlessly then offers you even more, life cycle strategies to use that it's not only active and inactive and defecting, but also, you know, are there memberships, about to expire or points needing to be used or things like that that, we can see here that they rolled out over twenty life cycle automations just in a few months. And and when all of those are then other, then that means that the automated contact they're getting is speaking to them at the right time about the right situation that they're in Yep. Instead of just maybe being like a scattershot of Well, I'm choosing the right channel. Right? Like, I've I've talked to so many, like, friends or even family members, you know, find out what we do for a living. They're like, alright. Well, what's why did I do why did this happen or why this happen? And, you know, you take, like, even, like, a back in stock use case. Right? And it's like but they kinda it's become so prevalent, but there's there's still a lot of brands that are just sending that across email. Mhmm. And with with the way stock levels work sometimes, you know, that that's, at times not the most timely channel to do this sort of stuff. And so, you know, running a unified profile, like, having use cases in mind, understanding where we can, you know, leverage, push or SMS or these more timely things to get more time sensitive material out, really enhancing that experience. Right? Because if if you'd sent me a back in stock, an email, I didn't check my personal mail for a couple days. I go check it. Now that's us. That's a it's a clunky experience. Right? Yeah. Whereas, like, a couple days ago, I could've gotten an SMS, you know, gotten that more time and said, oh, yeah. But still waiting for this. Let me click through, you know, purchase that right now because I know that stock is always light. You know, can really enhance my experience, but done improperly could be like a detriment. Right? Yeah. So running this, you know, sort of gut check on, like, what our what our CX really is and, like, how easy the website really is to use and opt in and, like, how intentional things are. It can really be a make or break on whether or not we're we're moving into true omnichannel or just kind of playing in different channels and multichannel. And, I mean, that's a great use case right there. Say you don't say you only have email opt in for somebody, so you have to give them the back in stock, just in a in an email, and then they click on and go to the product page and it's out of stock, that's your perfect opportunity to say, I know who this person is because they clicked in from an email, and we know that they're not, opted into SMS yet. And we could say, hey. Missed out on this product again. Never, you know, never lose out. You know, always, be the be the first to know now with SMS opt in or Yep. Mobile app or or something like that. So, yeah, it all kinda ties back into itself. Absolutely. I I think that that's such a you know, there's just all these little nuances, right, of, like, that customer experience and, like, really being empathetic to the customer and putting yourself in their shoes and trying to see where those pain points are can really really enhance that. And that's where, you know, see you see a brand like a door rolling out twenty net new programs just to kind of fit into that experience.

5:59

Wella Company is an innovative global leader in the beauty industry with over 140 years of expertise. They are on a mission to delight customers, inspire beauty professionals, engage communities and deliver sustainable growth for their stakeholders. They have a vast portfolio of brands including Wella Professionals, O.P.I, ghd, Sebastian Professional and more. Their business is unique in that they sell to multiple different customer types, including retail partners like salons and marketplaces direct to consumer and also freelance stylists. With SAP Emarsys and SAP Commerce cloud, Wella Company can consolidate all their brands and customer types in one place to optimize the full scope of their marketing. Let's look at how Wella Company can market and sell across all customer types to launch their new product. Wella Professionals' Ultimate Repair Miracle Hair Rescue. First, let's explore how Wella Company marketers engage and sell into salon accounts. Wella Company's account marketing manager, Felix, needs the ability to reach salon owners and stylists in relevant, personalized ways. To launch the product, he'll start by analyzing data to understand which salon account to prioritize first. Here, using SAP Commerce Cloud, he can find salons that have purchased other products in the range and use this information to create a target segment with just a few clicks, Felix can utilize SAP Emarsys suite of pre-built automations to create and launch a campaign across the optimal channel mix, and send times. For this example we'll activate a product launch tactic using the target segment he just created. With purchase data collected from SAP Commerce Cloud, Felix can also identify which accounts need a restock of Ultimate Repair products and trigger a message that includes the new product with the price benefit when bundling products together. You can see here salon owner Joe fits the criteria. The campaign links to the Ultimate Repair Miracle Hair Rescue website page. The special promotional price unique to the campaign and account. This means that Joe is able to see personalized prices just for him. Besides traditional business accounts, Wella Company also wants to build loyalty with individual stylists and nail professionals. Alice is a stylist who has just left her salon to start working as a freelancer and needs to find the right products to serve her customers. To order products, she registers on the Wella Professionals online store, specifying her brand preferences, training and professional focus areas. After providing information, she's enrolled in a multi-channel welcome journey personalized based on her data entry and tailored based on Wella Company's marketing strategies. Alice engages with the first email, which includes a recommendation for Miracle Hair Rescue. When she clicks on the link she's brought to a catalog page with suggested items and completes her order. The data on our professional specialties. Felix leverages SAP Emarsys and SAP Commerce Cloud's intelligent selling services to drive AI product recommendations to cross-sell across its suite of beauty brands. After her purchase, Alice received an email receipt with an offer to join an integrated loyalty program - Wella Rewards. As a loyalty member she unlocks benefits such as exclusive access to educational resources and early access to the latest innovative products, tools and exclusive events. With purchase and customer data connected from SAP Commerce Cloud, Felix can use that data and SAP Emarsys to automate reminders for stylist to reorder products. These types of messages can also be used to engage other freelancers like Alice as well as salons, individuals and marketplaces. With integrated loyalty, Felix can use loyalty programs to drive relevancy across each touchpoint. In this case, he's able to keep stylist engaged and in top loyalty tiers by targeting those about to be downgraded and offering them account specific promotions. To acquire more loyal stylists like Alice, Felix can create a referral marketing campaign to turn her into an advocate. With the campaign connected to the Wella Rewards Loyalty program, stylists can climb to new loyalty levels through referrals. Now let's look at how Wella Company can engage directly with consumers like Sarah. Mia Isa Wella Company's direct to consumer marketing manager. She strives to develop closer relationships with consumers to keep its brands as their products of choice. To launch Ultimate Repair Miracle Hair Rescue to consumers, Mia first prioritizes the contacts in the company's database. She creates a combined segment of those who browser purchased online or use the product line in an affiliated wella salon. Emarsys tactics empower Mia to quickly launch an omnichannel campaign to drive awareness to this new audience. She can also include a blog highlighting the benefits of joining Wella Company's loyalty program. Sarah sees and engages with digital ads for the new product on TikTok. She clicks to learn more and received an email with an exclusive offer when signing up for the Wella Rewards Loyalty program. She loves what she sees and makes the purchase. As a Wella Rewards loyalty member, Sarah can engage with beauty content, learn about her brand preferences and achieve new benefits from purchases, referrals and receiving services at priority salons. With connected data, marketers like Mia can use Sarah's behavior to learn more about her and drive more revenue through loyalty. As Sarah climbs to new levels of loyalty, Mia can then create a lookalike audience to target like minded consumers through direct to consumer marketing channels like digital ads across website and social media. With customer and product data from purchases and salon visits updated to a central environment, Intelligence CX from SAP helps Wella Company deliver superior customer experiences that brings out the best in their business.

11:14

We would love for you to come experience what it's like to be a Gibson Brands fan. So come on down to Nashville, see what we have to offer. But if you can't make it down, check out this video right here of Gibson and Emarsys and how we work together to build a positive customer journey for our fans. Gibson Brands is the world's leading and iconic musical instrument brand that continues to shape the sound of music for generations and all genres since the invention of recorded music. Now their business is a bit complex. They're not only selling direct to consumer, but also to their channel retail partners. Plus, they must think about how to bridge the gap between these two audiences. To support these multiple paths to market, they trust Emarsys to help them engage with each audience seamlessly and in a personalized way. So let's start with their direct to customer business. We have Sadie. She is a big live music fan who just attended an amazing show where she got to spark the idea to finally make the decision to purchase a beginner guitar. As she's searching, she discovers a whole line of guitars for beginners called Epiphone. Sadie sees this Les Paul style and it catches her eye. She browses the category and settles on the ice blue version, adding it to her cart and completing her first purchase. Now it looks like we have a new rock star in the making. Once she makes that purchase, she gets a confirmation email. This is going to ask her to download the mobile app. And now Gibson can identify Sadie across multiple channels. As she opens the mobile app, she's greeted with a warm welcome and personalized recommendations. Over time, Gibson will start to gather insights as she's interacting with the mobile app, takes lessons from legendary artists and continues her journey with Gibson. And these insights will come into play as Gibson marketers work to increase customer lifetime value. So we as marketers, we're going to start our day in Emarsys. Here is our homepage where you can see a quick overview of our campaign revenue performance. And Gibson wants to know how they can better engage their first time buyers like Sadie. So let's jump into Audience Reporting. What this allows us to do is compare two custom segments, the first of which is acoustic guitar enthusiasts. And the second is electric guitar buyers. So what we found is that there is an overlap with these two segments, but also some differences. For instance, people who purchase electric guitars like Sadie engage more on mobile channels. We also learn that they are more inclined to come in store for an event or maybe a lesson versus virtually. Now let's take a look at how we can activate these insights. So here we are in Automation Center. Let me first orient you to what you're seeing. On the top left hand corner, you can see your nodes. These are including things like your entry points that are used to activate an audience into your campaign through real time triggered events or even a target segment. Next, we have our actions. So where you can A/B test channels and campaign content or listen to consumer behaviors and engage accordingly. And below you can see all of our channels like email, web, SMS, push, ads, and now conversational messaging on platforms like WhatsApp to give this campaign a true omnichannel feel. Now, this campaign is going to kick off when Sadie's electric guitar is delivered. She's going to receive an email inviting her in-store. And because we know that she's part of our electric guitar segment, she's more inclined to engage in-person with guitar experts. So right here in our email editor, marketers can now share vouchers via mobile wallet. In this case, we'll use this as a way to invite Sadie to a free guitar lesson in store. This is great for brands who aren't quite ready for a mobile app but still want to interact on their users favorite channel, their mobile device, and connect online and offline channels together. Let's check one more thing. Back in Automation Center, we know that customers like Sadie are more inclined to engage via mobile. So right here in our campaign, we can include our newest channel with WhatsApp. So let's see what this looks like for Sadie as she's catching up with her friend in London on WhatsApp. She's interrupted by a message from Gibson encouraging her to check out a free upcoming guitar lesson. Now, this whole experience was easily orchestrated with Emarsys and triggered by Sadie when she reached a threshold of engagement with the Gibson app. Now this is letting them know it's the perfect time to reach out. It's exactly what Sadie has been looking for, so she responds yes. And this conversational message also makes it easy for Sadie to sign up for the event directly. Continuing her journey, she quickly receives a confirmation email and that includes information about the event. And she can even download the ticket to her mobile wallet for extra convenience. Later that week, it's time for the event and she can quickly scan in with her mobile wallet ticket. This is going to enable Gibson to record that she attended the event through her mobile wallet voucher, again, helping them connect the online and offline touchpoints. While she's at the event, she's given a tour of different types of guitars, especially for beginners, and how they're transitioning to more of those higher end collections. She even got to test out some equipment, check out some merchandise and understand that she is becoming a lifelong fan of Gibson. So it's great to see these types of stories come to life. I think we all as consumers can really relate to these types of experiences. But for brands like Gibson, they also have to manage the customer experience directly through their channel partners. So these are people like their retail store partners that sell their Gibson merchandise and Gibson guitars. They want to ensure that they're giving a VIP experience to every store manager. Now, to connect with these retail channel partners, you're going to need a tight alignment between your marketing team and your sales team in order to drive those personalized experiences. So let's see what this looks like. Gibson's Retail Marketing Manager is preparing for an upcoming product launch, and they want to set their dealers up for success in selling the new product. To help accelerate time to market tactics, make it easy to quickly create campaigns using pre-built automations that are based on optimal time to send, optimal channel mix, in order to meet your intended goals. And we're excited to announce we also have tactics specific for B2B and consumer products, which is perfect for Gibson. So let's use this new product launch tactic, and with a few clicks, we can build out our campaign. And with that, we can help our dealer sales reps have more meaningful conversations and help our store owners bring more consumers into their store. Now, you can see here that the marketing team has activated this tactic for their upcoming launch. They've made it unique to them and they've added in their content that's most meaningful. That's on brand for their upcoming launch. And for this campaign, we're going to target accounts that are most likely to add this new product to their stock and supply our own sales reps with higher quality leads. You'll notice that we have sales data in here and actions baked directly into the automation where we can notify sales to follow up with a phone call or even create a new lead for them to work on. Now from a sales perspective in our CRM, they can manage their accounts and opportunities. They can see all their related contacts, their details and their statuses. And you'll notice our marketing campaign that you just saw is available for sales to review. So while marketing has preselected these accounts and contacts for their region, the sales rep is on the ground. They know these contacts best and ultimately they decide who should receive the campaign based on those relationships. So while reviewing the sales reps sees a new notification come in from the marketing campaign with a task to follow up with a contact via a phone call. The phone call is a success and the channel partner is very much interested in learning more about the product launch. So how does this culminate into a personalized experience? Well, the channel partner receives this beautifully branded email sent on behalf of the sales rep by the Gibson marketing team, and it includes product launch campaign assets that they can use, and they can also have the sales rep personalize it based on that phone conversation. So just like that, we've created a connected experience for our channel partners between sales and marketing to ensure no sales opportunity gets overlooked and no shoppers like Sadie go home empty handed. So now that we've seen direct to consumer and direct to channel. Now let's see how we bridge the gap between the two to drive customer loyalty. So we're going to fast forward a bit now, thanks to our integrated data layer, we can see the hours that Sadie spent practicing in the mobile app. We can see what she's purchased online, what she's purchased in store, and we can see the preferences towards female rockers when it comes to content. Plus, artificial intelligence is baked in to give us insights to inform us that Sadie is ready for an upgrade. So the next time that she navigates to gibson.com thanks to real time web personalization, she is greeted with a web pop up that not only lets her know of a guitar that she's most likely to purchase in this case, it happens to be the one we just launched, but also recommends dealers that are in her area for her to try it out. And now you can see how Emarsys brings power to the marketer to connect with their consumers, their channel partners, and be the bridge between the two.

1:52

These are iconic brands. This is Laffy Taffy. Trolli, Nerds, Laffy Taffy that you knew in your childhood. They're great!. And you love even more now. It's important to uncover new customers. Our marketing teams are really looking to engage directly with consumers to provide them with content and campaigns because we want happy brand fans. SAP Customer Experience technology enables us with insights into consumer behavior that tells us the types of promotions and sweepstakes that they really love. We use this technology to be smarter about how we interact with our fans. We can really have the opportunities to find the people we didn't know existed that love our brands. For example, through research, we discovered that Trolli over indexes with gamers. When we have sweepstakes and promotions that are centered around gaming, they love it. Since we began using insights from our SAP Customer Data platform and SAP Emarsys, we've seen an over 30% engagement rate with our emails and growth of our Trolli brand fans by 300%. We're able to take learnings from one brand and apply it across the portfolio. In order to get consumers to keep our brands top of mind, we've created the Ferrara brand fan program. We've generated hundreds of thousands of dollars in earned media value. At Ferrara, we're tapping into technology to advance our candy business. We're always championing a digital mindset. It's a sweet gig.

2:58

Sharks Sports and Entertainment is much more than a hockey club. We're a multi-property sports and entertainment organization that host events spanning from ice sports, to concerts, family shows, and really everything in between. We have a broad portfolio of products across ticketing, merchandise, concessions, and even our recreational ice facilities. We are using our third-party data to better understand our customers. With the power of SAP’s Datasphere in combination with SAP CDP, we are able to take otherwise fragmented data sources and get them speaking to one another to best understand our customer’s preferences to drive and create the best experiences for them, both digitally and in the real world. We're in the entertainment and experience business. Most people think the experience is only what happens in the arena during an event. But really, when we think about the end-to-end experience, an email or a communication to a fan or a customer is just as critical. Quality content is one way we show our customers we care about their experience. We want to make our content and what we send to them as personalized as our relationships are with them. SAP helps us build more engaging content, more advanced customer journeys, build campaigns effectively, but also make sure to not overwhelm our audience. We are able to understand what type of outreach is most appropriate for them based on their spending patterns, their attendance patterns, and what their purchasing behavior has been across our portfolio of products. The holiday season for most businesses is busy, but it also comes within our hockey season and the peak season for the entertainment business. There is like 100 different holiday offers that we have going on at once. Where can we cross-sell? Where do we need to avoid conflicts? How do we bring people together and overlap these offerings and then manage the high level of communications we have during that period. we have during that period. With the help of SAP, our holiday campaigns have driven 30% more revenue than last year. Really being able to match the right message at the right time, to the right customers. Recently, we launched our CX AI toolkit to a beta group of service and sales reps internally. SAP's CX AI tool kit, it works, and it helps our reps focus on our customers and what suits them best. Data and technology are the cornerstone of our organization's mission. Our ability to analyze customer data across multiple streams of revenue and customer engagement, allow us to provide curated fan experiences, marketing messages, and ultimately drive the innovation that fuel our mission to pioneer the future of sports and entertainment.

2:11

We are working on improving the shopping experience and growing loyalty for our consumers. We're working on what's next and how to bring this to life. I'm Gregoire Baret. I'm a VP in charge of digital product and experience. We're trying to bring a service excellence to our consumers and we need to make sure we meet their expectations. So some of the key solutions from SAP we're using for digital would be the combination of SAP Commerce Cloud, SAP Emarsys, and SAP CAR. They're really critical to our digital system because they're connecting together digital transaction CRM and inventory. And on top of this, we do have a cloud-based approach which is really helping us being stronger in terms of security. In term of scalability. Some of the key use case leveraging SAP Commerce Cloud would be around product discovery and especially the listing page and the product page where we do affirm multiple services to ease filtering to present some key options to get the right product to connect with inventory and availability. And we do focus a lot on mobile and social to inject some social content on these critical spots. In fact, composable approach is critical for us because this is giving us the modularity we need to act fast on specific components and to keep up with consumer's expectations. We do have a headless approach which means the frontends and the backends are decoupled. So we can be very targeted in the way we act and focus on specific component in a very independent and flexible manner. This is critical for us because we have tons of different applications. We need them to work all together as one unified and living system. We do aim for like a data of quality and accessible data 'cause we need to leverage altogether products, inventory, CRM and transactional information to bring the right level of service. And one of these service will be to leverage it for specific AI-based services. Some that are visible, like recommendations to guide consumers through their segmentation through their navigation, through clickstream and some that are more invisible more related to demand forecasting or to inventory optimization or allocation optimization. All of this is key for us to bring the right level of relevant service for consumers. And thanks to this collaboration I believe you can walk the talk in delivering what the consumer's expecting the most.

1:51

The energy of our fans is unbelievable. For them, we always want to give our best and win every game. It doesn’t matter if someone is cheering from the stadium or watching from the other side of the world. Our fans deserve a fantastic football experience. Engaging millions of global fans with different needs is no small task. To succeed, we must communicate with each fan on a 1:1 level, delivering personalized content that aligns with their unique wants. The success of the marketing department relies on having the right technology. Luckily for us, SAP has been a trusted partner for years. Connecting with fans directly and personally has always been crucial for FC Bayern. With digitalization, it's more important than ever. That's why we need the right software solution. SAP Emarsys is that solution. What we value most about SAP Emarsys is the intuitive, user-friendly design. It is now so easy for those of us in IT Management to effectively equip our marketing experts to work efficiently with the platform. To communicate the FC Bayern message to our worldwide fanbase, we needed a connected, powerful IT infrastructure. Without it, we wouldn’t meet our marketing goals. We are truly grateful for our fans and the incredible support they give us at every match. Because we can only be successful as a team, together.

2:44

Total Tools is Australia's largest professional tool retailer. We are a franchise network with more than 100 stores across Australia. We're predominately brick-and-mortar and we've also got an online offering with more than 20,000 available products. And we have a really unique customer too; we're selling tools to professional trades. Over the last few years we've really been on a journey to modernize our marketing and deliver the ultimate customer experience. We know our customers are different trades, they have different tool needs, they have different purchasing frequencies. There's no one size fits all. We wanted to deliver value in real-time. So when our customers show interest in a product and they have a need, we're there and with the right message in the right channel. And we also want it to deliver more tailored product recommendations based on what we knew about our consumer. Our existing MarTech stack wasn't able to allow us to meet our vision of driving a seamless omnichannel experience and a unified customer view. And that's when we found Emarsys. We had a legacy program that had too many barriers to be rewarded and a non-engaging value proposition, which meant we weren't able to amplify the data that we knew about our members. Our data was in silos. We were doing multichannel really well; email, SMS, online, search, but we weren't having a coordinated conversation about the customer and the products that they were showing interest in because we weren't sharing any of the data or the insights that we knew about the consumer. With Emarsys, we were able to stitch together all of our data points into one unified customer view, which allowed us to accelerate our 1-to-1 personalization maturity. We wanted a tool that was marketer-friendly, that allowed us to be agile in our delivery to market. One of our core focuses was to utilize the web channel feature in Emarsys to work on tactics to drive online sign-ups and boost overall conversion. We've also seen up to 20% uplift from some of these retention automations, from being able to target the right customer before they're likely to churn. Total Tools are a great example of how brands using Emarsys see increased customer engagement almost immediately after onboarding the product. By using an omnichannel approach and engaging customers not just by email, Total Tools have seen loyalty sign-ups increase by 200% and a 2x increase in click-through rate compared with similar campaigns without product recommendations. And an incredible 30% increase in active customers who purchase from their brand on a regular basis. Emarsys has really become the center of how we orchestrate the conversation with our customer to deliver a more rewarding customer experience. We're using the interactions that the customer has with our brand and using the products that they show interest in to drive a conversation with them and with AI and machine learning doing the heavy lifting for us and driving personalization at scale, we're able to focus on delivering a more rewarding customer experience.

17:13

Good morning, good afternoon, and good evening, and thank you for joining us at retail revival. My name is Kyle Hindocha and Adi Masos and SAP. I have the privilege of working with our clients and our partners to bring our solutions to market. Addie masters, we're proud to partner with brands across almost every different category within the retail industry. And joining us now is Kat Woodwood, the head of digital marketing at Pizza Hut. And we'll be discussing Pizza Hut's approach to digital transformation and how they've executed this strategy to ensure relevancy the customers in an extremely competitive fast food industry. Thank you for joining us today, Kat. Thank you for having me. Would you mind giving our audience an introduction to yourself and your team and what what your role is at Pizza Hut? Sure. So as you said, on the head of digital marketing, pizza hut, I've been, working in digital marketing for about fifteen years now, in very different industries from kind of travel and beauty now to, QSR. My team manage all of the digital market activity for Pizza Hut delivery in the UK as well as working with our European franchisees on best practice and that's everything from CRM to loyalty programs to performance marketing channels. And you've told me previously about your digital journey Pizza Hut, and the journey that you've embarked on over the past five years, can you give us a little bit more about where you were five years ago and where you are now? I think the last five years have really been about accelerating our, digital, I guess, our digital ecosystem and also our experience and our capability and our technology. So we've done a big piece on improving our website, in e commerce, to make sure that we're easy for the customer to use and and get that pizza when they want it, but also we've been on a huge journey with my team on, digital marketing and performance marketing. So how do we really, optimize that and, make it as efficient and as an active as possible. And then also with yourselves at Amarcis, over the last few years, we have also really been looking at CRM and how do we, really use our data in the best way possible to make sure we're giving super relevant communications, to our customers. And in the background, there's tons happening, not just from a digital marketing perspective, but obviously just from a technology perspective in terms of how do we really improve the the customer experience end to end using technology or even just improving processes but they tend to go hand in hand in order to make sure we're giving the customers the best experience we can. And many brands struggle to determine what to prioritize when such a big change in their business is about to happen? What would you recommend as the best approach to determining the order prior order of priority? And from Pizza Hut's digital journey, what would you recommend be the first, second, and third steps to deciding what to prioritize, and how actually did you go about executing this change? And you need to be really clear on your business goals, both the long term goals and the short term goals. And have a really clear point of view on where you want to be from a digital experience and media perspective in the long term. You can then work back from that kind of long term vision to determine your priorities. So your business goals, be it sales, profit, customer metrics, they're gonna be the things that build your business case. Right? So you're gonna need to know like, what what is gonna deliver the benefit in terms of your business priorities, and then you need to make a conscious decision to ensure kind of balancing those long term gains with those longer term strategic projects. But the longer term strategic pro projects should also have a clear business case which can justify the workbox. It's gonna come in on over a longer period of time. But if you're constantly looking at those short term gains, and not focusing on how you're getting to that longer term vision, you're never gonna move the business on, and you'll end up falling behind compared to your competitors because you're gonna have necessarily those new innovations or the underlying technology that that enables you to kind of move forward in an agile way in order to keep a kind of in line or ahead of or ahead of the competition. I think when when looking at longer term digital experience and the capability you need, There's offering a set of dependencies, and that will help determine your priorities as well because things will need to come in a certain order. And I do think you have to be cognizant of the fact that sometimes those kind of longer term, business There's longer term or even short term priorities that are gonna really deliver against kind of big business cases, sometimes come at the sense of innovation because those innovation or emerging technologies sometimes much harder to build business cases around. So you really need to understand as a business, like where do you stand on innovation? Do you wanna be leading in your category or not leading in your category? Because if you wanna lead in your category, you have to accept that you're gonna have to put some resource behind some of those innovations even though the business case might be clear. And then you really need to make sure you're carving out kind of is that a ten ten percent, twenty percent resource that's gonna work on stuff that's a bit more in that kind of unknown space, but you know it's gonna drive the business forward in terms of customer experience or customer perception, to keep you ahead of head of the competition. And to say ahead of the competition, you've you mentioned Pizza Hut's red strategy to move forward. So being relevant, easy and distinctive, Can you tell us a little bit more about what this actually means and how it informs Pizza Hut to wider marketing strategy? And how does, like, an omnichannel marketing even fit into this red strategy, which, by the way, I love the name. Yeah. And it goes with the brand. So it's awesome. So, So as you said, red means relevant, easy distinctive. So, some of those have obvious meanings, but there's also some less obvious meanings to them as well. So I'll maybe them one by one. So when we talk about relevance, a brand or product, obviously needs to be relevant to, like, the customer's functional needs. So what are they looking for in a pizza? They want food. Right? But we're also social creatures. So we normally look for some sort of deeper emotional benefit out of the experience. As an example, when you watch a movie, you may be superficially looking for an exciting couple of hours of entertainment. But when you actually dig down into why people really watch movies, you discover that in some countries, it's actually about the fantasy of living someone else's life. And that fantasy is then the category code. So you want to be relevant to the functional's needs state, and that's an exciting couple of hours with a friend. But relevant to the category code is that sense of fantasy. So it's like the deeper, more emotional reason why you're engaging with the category at all. So then if you can understand that and deliver on it in an ownable way, then you're more emotionally relevant. And then the kind of third piece of relevance is really around kind of being relevant to pop culture, which sounds silly sometimes and sounds a bit kind of vacuous but it's actually really important. So if people talk about your brand on social media or it's a topic of conversation at parties and between friends, then by inference, it's an acceptable brand, and actually it'll be top of mind for people. Therefore, get used a lot more than other brands. So we know from our brand tracking, if your brand buzz increases, then consideration increases and usage should increase across the back of that as well. So as humans, we kind of really care about what other people are talking about. Even if we don't wanna admit it to ourselves, So more recently, we've been, as well as kind of, obviously, we want our products to be relevant. We want customers to like them. They need to go along with the the latest food trends, etcetera. We've also been looking at how we can build cultural relevance. So how do we build buzz around the brand to those key kind of audience groups so that we are top of mind and driving consideration with them. Easy is again, the obvious part of Easy is around being easy to use or easy to get, so making sure your website is kind of super super easy to get through. People can buy what they need to buy. They can find those products. But it's also being easy to see and hear. So you need to be easy. It's all very well having a website that's easy to use, but if people can't find that website, then that's no good to anyone. So it's it's also a media problem to a certain extent. So how do you really get that reach? How do you make sure you are aware where the customers are when they're looking for your brand or your category, but also how do you make sure your brand is out there? So when people think pizza, they think pea pizza And so there is also a piece around driving awareness through reach. And then distinctiveness is the final piece. So we all know that customers are exposed to huge amounts of advertising, and much of it is forgotten. Right? So distinctiveness is really about driving sales by making sure your brand is unique and ownable and consistent. And so then that helps customers recognize you, but also remain remember your brand. And again, it comes back to kind of top of top of, top of mind awareness piece again. And you mentioned a really important point there about, the budget are needed for marketing and advertising. And fast food is an incredibly competitive industry that tends to be dominated by brands with significant budgets for marketing and advertising. And it's it is possible to to gain a competitive advantage without having a countless amount of millions and millions to spend. And how does pizza had actually how do you solve for this problem? You are typically a smaller brand compared to others. So how do you solve for this problem and how do you use your budgets in the most efficient and effective way? So, again, it it it comes it comes back to that red strategy. Right? We need to be relevant to our core audience group. And then we need to make sure those audience groups can find us. So regardless of, it may be that if you have you know, tens of tens of millions of pounds worth of media budget, right, your reach can be wider, and you can go after more audience groups. If you're smaller, you just have to be a little bit more focused in what you do, and you also have to be a little bit clever in what you do, and you have to make sure that that budget is really optimized and being spent in the best possible way. So we have, you know, our pillars are all around kind of being where the customer wants to be in those intent driven trap channels, making sure we're driving awareness and also making sure we're building strong relationships with our customers through the, like, through CRM, etcetera. But all of that is underpinned by kind of a data driven attribution approach. That means we're measuring to make sure we are getting the most efficient spend, across all of those different pillars and all of the activity that we do because that you just wanna make sure there's absolutely no wastage in in that media spend at all. Hundred percent being efficient and effective is, the way forward these days. And staying relevant for a customer now across different channels they engage in is also something that's becoming more and more, relevant and also ensuring the parts of success, especially in the fast food industry, how does Pizza Hut stay relevant to its customers in this fiercely competitive world of food and which channels do you usually use to communicate with them to really be there, when they when they need it the most. I think it's I mean, it isn't really any different to any other industry. Right? You need to make sure your product is relevant first. So we need to be, you know, we're super curious about what food trends are out there, what are our customers looking for? We speak to our customers. We speak to our suppliers. We look at what happening in the market, and you need to make sure you have a compelling product. But then when you're taking the product to market, you know, we need to be in the channels where customers are looking for us primarily. So those intent based channels such as PPC. So be super optimized there. But also, you know, if we're driving awareness or driving consideration, look at your customer segment look at what channels are most effective for those segments and make sure that you're talking to those segments in the most relevant way. Again, in the channels where they're going to be present. And so it is about using that data in order to build a compelling proposition and make sure that we're, you know, we're easy to see in here, and we're relevant to the customers as well with what we're showing them and where we're showing it to. And pizza or just the the food industry is a really interesting category because some customers tend to stick with what they like and others are a little bit more adventurous. How do you encourage your customers to try new and innovative offerings to grow that retention? Well, it I mean, it comes down to making sure that what we are putting out there is something that the our customers are gonna be interested in. Right? So we do tons and tons customer research. As I mentioned, we speak to our suppliers. We look at food trends. So what we're what we're putting out in the market is should be products we know our customer base is interested in in the first place. Obviously, there are always gonna be people who who want their pepperoni pizza or aren't gonna buy anything else. But generally, people wanna try something a little bit different, and you need to pique their curiosity. So making sure that a, they're aware that those those new products are out there, making them look super attractive and delicious so that when you see them, you really want them. But also making them curious. So do you, you know, sometimes it's contextual. Like the euros now, we're doing kind of European flavor to tie in with the European Football. Sometimes it's about brand tie ups like we did with our KFC pizza where, you know, There's a massive crossover between the KFC and the Pizza Hut brand, and they're a sister brand. So, actually, that drove massive interest across our customer base because people were really curious curious about the flavor combinations of two of their favorite brands. So I think of, of course, you'll get people who always who always want the same thing, but actually, I think people are naturally curious. And as long as you're playing to, tastes and worlds that they're interested in, then they will they will come and try new things too. Thanks so much for those insights, Kat. And what lies ahead for Pizza Hut? Where do we see the next five years going? I mean, it goes without saying we obviously wanna grow the business. But we're but we know that's all about customer experience. Right? So I think we'll be continuing the journey we've been on the loss few years where we're really looking at improving the customer experience, especially where we can leverage new emerging technologies in order to do that. And, of course, we wanna deliver the best tasting pizza. Right? So we're constantly looking at kind of those food trends and customer preferences to ensure that both our core menu, but also the innovations that we bring out are, really what our customers are looking for and things that our customers will love. And then more and more, we're also looking at how we kind of make a better planet too. So that there'll be a lot of focus around our new, social purpose. Initiative, which we're working on with Hatch. And then also, around sustainability is obviously massive for everyone right now. So we'll be really looking at how at that over the next five years too. Thank you for your insight, Kat. And is there any advice or tips that you'd like to share with with the rest of our audience or to others in the industry? I think really, you know, You have to focus on what your customers want. Right? There's no other we all talk about personalization. We all talk about data or what channels to be in, but ultimate we need to deliver for our customers, and that's what's gonna keep our customers coming back. So just make sure, really, you keep your customer at the heart of everything that you do, the data, the personalization, the technology, all that is doing is giving you enablers and capability that drive what your customer's needs and wants are. And and so just remember always keep the customer at the heart of everything that you do. Thank you so much for your time, Kat, and thanks for joining us today. Thank you. At retail revivals this year, we have many other leading brands who are sharing their insights in best practices on this success. Please be sure to catch the other sessions, but they're also made available on demand to watch them at your convenience. On behalf of everyone, Lily Masters and SAP, thank you for your time, and thank you for joining us.

2:09

Feel Good Contacts was founded in 2008. It was actually founded by caring, qualified optometrists and dispensing opticians, which means that we actually care for our customers. My marketing team loves SAP Emarsys because we're able to make effective decisions at a rapid pace. We've been able to utilize the features to personalize and personalize a lot of content and help us give our attention. We've also been able to utilize the data provided, but also the functionality of being able to get our customers to increase their average order values. All of this amalgamated in us increasing customer retention and overall sales. Some of the most important data revolves around retention statistics, but also wearing schedules. We're able to essentially collect the data by making it easy for the customer. We've just formulated a system where it calculates your average wearing schedule and provides you the order date. Tools such as that have allowed us to collect valuable information, which then allows us to progress new order reminder emails, for example. You put all of that together on a much larger scale allows us to achieve very good results. We were the first ones to develop a mobile app within our actual industry. We're now at a position where 24% of our total monthly orders now come through the mobile app. This goes far beyond for us as a company of just increasing sales. We've been able to, number one, be effective with our customers. Number two, we've been able to reduce costs in terms of marketing and having those customers come back to us. What that allows us to do as a company is to pass those cost savings onto the customer. SAP Emarsys will definitely help us with customer loyalty and retention. It all stems down to it being that omnichannel experience with them. We're able to use their software to identify customers, identify which channels to utilize best for that customer, and achieve our end goal.

3:55

Our company started with this premise that we replace the irreplaceable. Our opportunity is how do we then evolve, or continue to evolve, our story so that we are relevant to these new generations. We had a lot of data. What we wanted to do is better utilize that data, and be more nimble in how we were able to adjust our communication to our customers. The search was not for a marketing automation platform, it was more to help us the segmenting of our customers, as well as connecting our off-line resources with the online communication that we have. And what Emarsys brought in was a combination of, not just segmenting and understanding your customer behavior, but also communicating with them. We expected it to be a lot more expensive compared to the features actually being offered. We knew that this would be the opportunity for us. The fact that company has been in business for quite a number of years, you knew that there is quality there. There were references that we could go to, and we did go to, to validate the performance of the tool itself. But it was the connection we were able to make, on the human level, knowing that the team was going to be there lock-step. In the past, I mean, like we have in our system, and everything is homegrown and that's how we've been sending out emails. But, predominantly, it's been a batch last approach. We weren't able to really segment our customer base. We weren't able to zero in on a specific group of customers that we wanted to target easily. The biggest complaint I think, we all had, was that they were extremely slow. It took forever to get our communications out to our customers. We were constantly trying to improve our system, but we could just never get it fast enough. We wanted to have a more catered communication to our customers, and be more personalized. We could have built it, it just would have taken us longer to have it now, that's where Emarsys came in. That does not happen now with Emarsys. I mean, those emails can go out 10 minutes. The machine learning piece, which is there behind Emarsys, help in segment those customers, also get their future revenue potential, and also, like, it brought in a capability to do data science work without having to have a data scientist. So the tool, I would say, empowered the marketing team to do things that they would go ahead and do it, which is basically the creative part. By implementing Smart Insight, Replacements can now rely on A.I. driven data science to create more accurate email campaigns in far less time. This allows the Replacements' marketing team to focus their energy on content, strategy, and creative, not on the technology. We've been able, just since implementation, to create the various trigger emails, the abandoned cart email, the post-purchase, and the browse abandoned email series, and all of those have brought us incremental revenue that we did not have, and we were not able to really achieve prior to coming on with Emarsys. We have been able to reduce our volume by about 50% without losing any revenue by communicating to our more engaged customers. We have seen some very good results, based on the cost of implementation, and the costs associated with our monthly fees. We have already paid for the platform for the rest of the year. I think the opportunity for us is immense, and I think, with the partnership with Emarsys, it will allow us to be better marketers. The data that we're starting to collect, analyze, and understand within that tool will make us better for our customer.

3:22

City Beach was started in 1985, so I can't say that I'm a co-founder, but I certainly have been around for four years, which is part of what I would call our start of our digital transformation. We have 70 physical locations and we've got our online store. We are youth fashion retailers. Our younger customers are actually archetypes. But actually what we like to think of is there's a lot of people that aspire to that lifestyle. So our customers range from 14 to 65 and 70... so anyone that thinks that they're youthful. So currently we're looking at like one point four million contacts within our database and growing. Obviously, our legacy system wasn't fulfilling what we want. It was basically just batch and blast. The main challenge that we faced was data inconsistency. We basically didn't really know what sort of data we had on our customer. We were sending to inactive customers. We weren't following marketing best practices. We couldn't actually track how our marketing materials were actually contributing to revenue growth. And then we had some major technical issues with the actual implementation. The tool itself came with very little included. So every time we had to do something else, we had to pay an implementation partner. Out of the box, Emarsys came to the table with a bunch of solutions that we could implement straight away, which was amazing. It meant that we could hit the ground running just after a very brief warm up. So we were able to implement Emarsys in three months and that's basically sending email. So what we're looking was to scale, not just by sending emails, because, granted, that's what Emarsys can do very, very well, but we want it also as a single marketing solution that we can scale in things like personalization through AI, things like Send Time Optimization, you know, we are doing a reactivation/retention piece through AI as well. Another thing was to scale through retail solution, which is, say, importing things like offline sales flow, foot traffic as well, we have foot traffic coming from in-store, that data coming in. So really one place where we can centralize that data. Implementing AI for us was very quick. It was a perfect fit for our retention/reactivation activity because AI was able to determine where people were shopping or churning or, you know, defecting at a 1:1 level at particular time intervals. What we've been able to do is sign up for a platform that's been more than just what we bought on day one. It's continued to innovate. It's continued to deliver us value. After implementing AI with the Emarsys, we saw, I think it was about a quarter million dollars increase in revenue, which was about 40% in-store, 60% online. So that's really strong for us. That means that we're really able to connect up with that in-store customer, which was really one of the missions. And then, one of the most interesting data points for me was the fact that we really saved about 48% of those customers from really falling off of our journey. Re-engage those guys, got them back into active status, and that meant that we could actually start to generate some revenue from them. So Emarsys has helped us with a single solution for our marketing automations. They've also helped us shift from looking at our operational metrics to more strategic metrics that actually impact the business objectives.

6:36

At CUE, we're always looking to innovate and enhance our customer experience. Our Commerce anywhere vision is to engage with customers at every touchpoint. It's web, social, email, and in store with personalisation. Prior to COVID, we had our unified commerce platform in place with that single view of customer and single view of inventory that enabled us to bring a lot of innovation and improvements in customer experience over the last few years. It's these initiatives and these foundations, when COVID hit, that enabled us to extend our customer experience to bridge the gap between physical and digital retail and provide a best in class hybrid experience. These are initiatives such as the video based styling platform, which enabled our customers to connect to Style us in store without leaving their home. It was the multi channel wish list that meant when customers did visit a store, we had the opportunity to engage with them after that visit. It's the ability to sell any product from any location, from any touch point. So if a customer does come into store and we don't have the right style or size for them, we can still transact there and then, and then through our endless aisle fulfillment and automation, the order will push out to the best location closest to the customer's delivery address. It's these types of convenience that we've been working on to bridge the gap between physical and digital. It's a three hour delivery from every location. It's the ability for a customer to click and collect within thirty minutes, and it really comes down to the foundations we had in place with a unified commerce solution. It's the ability to execute our marketing automation across all touch points. It's bringing the AI recommendation in store so we can create sticky retail experiences post the visit in store. It's about providing upsell opportunities with the AI recommendations, both for click and collect, and it's also within our styling sessions to make sure that we have a curated product range ready for the customers for those sessions. And it's with our key partners that enable this. We work with CUE to achieve its unified commerce vision across a multitude of channels, including, send time optimization to engage with consumers at the right time, via the appropriate channels. We also work with their in store and online teams around utilizing recommendations for styling sessions, which has had, incredible results. And most recently, we've been included an initiative around wish listing. The wish list provides multi channel capability integrating directly into point of sale, and in partnership with Emarsys, automates the marketing process afterwards. By enabling this type of functionality, the grouper can then reengage with consumers once they've left the store. So through Shippit, Q were able to unify their tracking experience as one cohesive and consistent messaging platform, and within that hosted tracking page, which was branded and owned by CUE, but also connected with a partner Emarsys, where it leveraged AI for product recommendations based on what the customer's preferences were when they're receiving their order. So whilst the order is in flight, they can see what other items are recommended for them from the CUE store directly. Browser work with CUE by providing in store and virtual styler sessions that let customers connect with their staff to find the right items. We also work and connect with different technologies such as Emarsys and Triquestra to provide more context over those stylist appointments so CUE can help facilitate great experiences for their customers that end up in sales. Infinity's open API architecture allows CUE to create a retail ecosystem with partners such as Emarsys, Browse, Shippit, and Wishlist to create truly personalized and relevant experiences for customers and to speed up the innovation process. With our styling sessions, both video based and in store, we've achieved amazing results with over 60% of those sessions converting into sales. And it's been with the help of Browse to enable those video and in store sessions. It's Emarsys with the AI recommendations. It's Tricuestra with the purchase history, and it's Shippit with the fulfillment and enablement of Endless Isle and Store to Door, and these capabilities to fill from every location and open up that inventory, that's enabled us to receive these great results. They're averaging one hundred thousand dollars a month in increased sales as a result of using the Wishlist platform. To put that into context, we're seeing 45% open rates on online wishlists, and 75%, open rates for in store wishlists, which is unprecedented for the industry. A 130% increase in sales delivered off the back of our Endless Aisle capabilities with support from Triquestra and Shippit to enable that Endless Aisle capability, putting the right option in front of the customer at the right time, and enable us to fulfill orders from every location, open up our entire inventory. CUE's been able to make available for sale nine times more inventory than what was previously available to their customers for sale online. One of my favorite results is the loyalty program has actually increased by 21%, which shows that brand advocacy based on these communications is growing in the organization. We're seeing that over sixty percent of all bookings are making a purchase, and that comes down to the relationship that CUE has with the customers that are making these bookings and also the integrations with systems they have, such as, the recommendation engine from Emarsys and also the history from Triquestra. Building that three hundred and sixty view of the customer has resulted in CUE converting sales five to six six times that of their average order value. CUE are creating rich emotional experiences and relationships with their customers via results such as 100% of online sales having a known customer associated, and 87% of customers in store are being associated with a sale. So Shippit believes in a connected future where we can interconnect different supply chains together to make sure that products always make their way to the customer within the time frame promised because customer experience is key. Two of the exciting initiatives we've got coming to market are two click buy from email that we've been working on from Emarsys. This is the ability for a customer to click on an email on a product that they've shown interest in a wishlist or an abandoned cart email, and within two clicks complete a purchase through contextual commerce and digital wallets. We're really living in an interesting time. In a post COVID world, consumers have an everyday expectation that the communication sent to them are personalised. And they're also increasingly fickle, so they're very quick to drop a brand if the interactions they're receiving are not on point. One of the benefits or pitfalls of a constantly connected world is you really have to be personalising your experiences with customers, Otherwise, they'll simply go somewhere else.

2:55

Contorion is one of the biggest e-commerce companies for craftsmen and industrial suppliers in Germany. We have B2C customers, but also a lot of B2B customers. Contorion was founded five years ago in Berlin. I remember when I started, we were like 20 people sitting in the office and by now we are more than 250 people, as of today. We our CRM team, our job starts when the customer is acquired. So, we're focusing on increasing the customer lifetime value with all those underlying KPI's, such as average order value and customers coming back to us, and, of course, also on the other side, we want to reduce discounts. We already knew a long time that we wanted to go with a loyalty solution, and we didn't have a lot of IT capacity. In the end, we compared three other vendors to Emarsys and I found out that Emarsys was very personalized, compared to the others. The deciding factor picking Emarsys was, in general, the full package, so it was like really cross-channel. So the easy implementation of the wallet to the website, but also, it's very easy to integrate with any other channels like email or direct mailing. Since Emarsys was using all the existing data, it was quite fast implementation. So, basically, from start to running or launching first campaign took us a couple of weeks. Emarsys was actually integrating with all the campaigns we already have instead of, like, just adding on top new campaigns. So, we were able to integrate the status and the points and so on, or the loyalty rewards in the existing campaigns. So, that was really great for my team and drove quite fast results. I really like that, also, Emarsys Loyalty offers us a lot of new, exciting touchpoints for our customers. For example, if those points you collected are about to expire, it enables us, in CRM, to send some kind of new campaigns, which we did not have before. When we launched with our loyalty wallet, we could see that 10 percent of our website visitors were interacting with the wallet and 50 percent of those had really a deep engagement with the wallet, which was very impressive for us. What we found in the data was the customers who joined the loyalty becoming much more active on our website, and also, they were visiting the website 5% more often. Existing customers, who joined the loyalty, made 62% more purchases than nonmembers. The average order value increased by 12.7% for customers who joined loyalty. And, we could see that the conversion from first time buyer to a second time buyer increased by 34% for members in the loyalty program. I highly would recommend to work with Emarsys. I think it's a really great and evolving solution, always adding new things to the suit, and also, my team is very happy to work with Emarsys. It's quite intuitive.

1:29

What are your key challenges within BrandAlley? We wanted to catch customers in purchasing at the right moment. It was great. Before we were doing it, we were looking at our life cycle segments. We had x amount of turning customers that we needed to bring back. But at that point, they defected. They lapsed. So it was already a bit more challenging. So we wanted to make sure that we can market to them just when they're about to to make a purchase. What AI did was, telling us when to communicate with those people, having a one to one conversation. Having that freedom of actually reaching customers at that really great moment in time. With a really great deal you might have on the site. It has delivered us a lot more revenue than any of the previous campaigns that we did in the past. For example, with the first-time buyers to active program, we saw a 10% increase in average basket values, which meant more money for the business. And then in terms of the likely to churn program, we saw a 24% increase in conversion. So again, that meant more money for the business. So, everyone was really happy.

2:38

I'm Ben Thomas. I've been working at Party Delights for about six years now. I work with the online marketing and web design team. Party Delights is an online party shop. We've got over twenty thousand products online, with a lot of seasonal party wear, kids' birthdays. So implementing Predict, we wanted to use it for email based recommendations. One thing we were a bit hesitant on was how reliable the predictions would be when they came up on a sort of per customer basis. So, for example, our product range, we have quite a lot of products and quite a lot of similar products. Believe it or not, you can have eight pink plates, for one children's range, so we weren't sure whether it would sort of deliver accurate results for something like that, maybe bring back too many plates or products that didn't really match at all or something like that. But we were pleased with the results and, yeah, it's it's bringing back really good, great recommendations. We're impressed with how it learns from the site, what people are buying, what they're clicking on, what they're adding to their basket, and over time we're looking forward to it really building quite an extensive, accurate catalog of products to be recommended. Currently we use the system for abandoned shop and cart. Every day it relays information back. We can keep up to date on, all the products that people are viewing and see live statistics as well. We found really the relevance has been key for us, so Emarsys has helped us segment down, to even even if it involves sending less emails to less people, we're still getting better response rates, better open rates, better click throughs, and ultimately more revenue. So that's been the biggest bonus for us. I think the level of segmentation and tools available to us on our previous systems we used, were nowhere near as extensive, and I think we'd still be targeting the wrong people with the wrong type of emails. I think some of the recommendations that have been made have have helped us retain a lot of people as well, from where we were just I think we were sending irrelevant messages to people who weren't interested, so now we've got a much more concise database, of people. I would recommend Emarsys because of the great functionality. The visual CMS editor is great for all users, designers, non technical users, and really just the level of segmentation. A lot of products out there will allow you to sort of pick and choose users but nothing like to the extent that Emarsys does.

1:41

Hi. I'm Sebastian Dietzmann, one of the Managing Directors of, MyTheresa.com, a leading global online retailer for luxury fashion. I'm within the management board of MyTheresa. I'm specifically looking after, IT, performance marketing, shop management, and operations. We're really proud of, being a true global company, servicing our clients, in 120 countries across the world, providing them with a very, special and curated assortment of the most prestigious, brands and designers out there. In regards to the future of digital marketing, I really believe it's about connecting the various channels. While everybody's talking about big data, you won't get me excited with that as of yet. I rather believe in focusing and investing dollars into making sure that the experience for the client across all marketing channels is really consistent. In regards to Emarsys, I really wanna mention that I know that because we are a very special beast, and we wanna be a special beast because we have a very special client base. So that said, I know we're not easy to deal with. So that is, most likely the most exciting thing about Emarsys, I can share that they have been very patient with us and have proven to be a good partner even though we often have been difficult