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The Rise of Messenger Apps & The Advent of ‘Conversational Commerce’

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Presented at 3XE Digital Conference, Croke Park, May 11th 2016 - Twitter: @Dave_Haze

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The Rise of Messenger Apps & The Advent of ‘Conversational Commerce’

  1. 1. PROPRIETARY AND CONFIDENTIAL ©2016 3XE Digital Croke Park, May 11th 2016
  2. 2. PROPRIETARY AND CONFIDENTIAL ©2016 The rise of messenger apps & the advent of ‘Conversational Commerce’ Twitter: @Dave_Haze
  3. 3. PROPRIETARY AND CONFIDENTIAL ©2016Source: Bi Intelligence
  4. 4. PROPRIETARY AND CONFIDENTIAL ©2016 By 2020 5bn people on earth will have smartphones 4Source: Benedict Evans, Mobile is eating the world
  5. 5. PROPRIETARY AND CONFIDENTIAL ©2016Source: EMarketer
  6. 6. PROPRIETARY AND CONFIDENTIAL ©2016 1. Ubiquity
  7. 7. PROPRIETARY AND CONFIDENTIAL ©2016 7 2. Asia
  8. 8. PROPRIETARY AND CONFIDENTIAL ©2016Source: http://www.pewinternet.org/2015/04/01/us-smartphone-use-in-2015/ 3. Consumers
  9. 9. PROPRIETARY AND CONFIDENTIAL ©2016 There’s gold in them thar hills!
  10. 10. PROPRIETARY AND CONFIDENTIAL ©2016 FB Messenger & KLM
  11. 11. PROPRIETARY AND CONFIDENTIAL ©2016 Conversational Commerce ‘Seamless and fluid experiences’
  12. 12. PROPRIETARY AND CONFIDENTIAL ©2016 ?
  13. 13. PROPRIETARY AND CONFIDENTIAL ©2016
  14. 14. PROPRIETARY AND CONFIDENTIAL ©2016 By 2020, the customer will manage 85% of its relationships with an enterprise without interacting with a human Source: Gartner: http://www.gartner.com/imagesrv/summits/docs/na/customer-360/C360_2011_brochure_FINAL.pdf
  15. 15. PROPRIETARY AND CONFIDENTIAL ©2016
  16. 16. PROPRIETARY AND CONFIDENTIAL ©2016 Bots The next gold rush!
  17. 17. PROPRIETARY AND CONFIDENTIAL ©2016 So what does all this this mean for businesses and brands?
  18. 18. PROPRIETARY AND CONFIDENTIAL ©2016
  19. 19. PROPRIETARY AND CONFIDENTIAL ©2016 “To be a successful advertiser on the web in the future, you will need to build content based on many, lightweight interactions over time.” Paul Adams, VP of Product @Intercom
  20. 20. PROPRIETARY AND CONFIDENTIAL ©2016 Email Open Rate SMS Open Rate 22% 98% 90min Response time 90sec Response time Think SMS V V
  21. 21. PROPRIETARY AND CONFIDENTIAL ©2016
  22. 22. PROPRIETARY AND CONFIDENTIAL ©2016 In conclusion think….. ● Trial, experimentation, pro-typing ● Less on promotion, more on storytelling, entertainment or utility ● Context, relevant moments
  23. 23. PROPRIETARY AND CONFIDENTIAL ©2016 Thank you

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