It was a great honour to speak at GES 2017 in New Delhi. Here is my presentation about "Targeting the Millennials, Cashing in on Mobile Moments" and the importance of Empathetic Interactions.

1. OisinLunny
OpenMarket

2. Heading 1
• Subtitle
• Heading 2Targeting the Millennials
Cashing in on Mobile Moments
GES Dehli 2017

3. Theriseofmobile

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Read more: Benedict Evans

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16. 16
m-Commerce share of total digital Commerce

17. 17
m-Commerce share of total digital Commerce
Mobileaccounted
for70%ofalldigital
shoppingtimein
thesecondquarter
of2016.
ComScore

18. Ourevolutionto“PhonoSapien”

19. Confidential and Proprietary to OpenMarket 19
Empowered customers have given rise to a new era
Read more: Forrester

20. Confidential and Proprietary to OpenMarket 20
Read more: Forrester

21. Read more: Forrester

22. Makeitpersonal

23. Personalinteractionsare
informedbyempathyand
understanding.
They’reaboutbeingin
touchwithsomeone’s
thoughtsandemotionsin
theirmomentsofneed.

24. Email

25. Apps

26. Image source:
“Yourcallisvery
importanttous.
Pleaseenjoythis
40-minuteflutesolo.”
IVR

27. Pauldoesn’t
wanttocallyour
servicedesk.He
doesn’twantto
stopplayingwith
hisdaughter.

28. Hedoesn’twant
toholduntil
you’rereadyto
talk.Hedoesn’t
wanttoexplain
whoheisand
whyhe’scalling.
Again.

29. Heespeciallydoesn’t
wanttodigoutthatold
invoicethathashis
ordernumberonit–
andespeciallynotto
confirmthatthe
Tuesday3pmdelivery
stillworksforhim.

30. Click to watch video

31. TheEmpatheticInteraction™

32.
EmpatheticMoments:
• Purchasemoments
• Paymentsmoments
• Actionmoments
• Deliverymoments
• Behaviourmoments
• Requestforinfomoments
• Authenticationmoments

33. Tenminutesago,
Apoorvandhisson
Vikhyatreceiveda
textinformingthem
therewereshort
queuesonRocket
Mountain.
Now,it’sliftoff.

34. She’sre-planningherday
tomorrowafterreceiving
thishandyreminder:
Yourengineerarrives
between10and11am.
Text
‘A’toconfirm
‘B’toarrangeanothertime

35. They’vejustreceivedatext
fromtheirtraincompany
tellingthemwhatplatform
theirtrainison–beforeit
wasannouncedatthe
station.Sotheybeatthe
rush-hourstampede.

36. VirginTrains
• Removedovercrowding
problematEuston
• Wonfiveawardsfor
CustomerExperience
• NPS>28%

37. ClubMahindra
• Customersurvey
• Responserose
from5%onemail
to12%onSMS
• FAQ-bot

38. FICO
• 2WaySMS
conversations
• 35%reductionin
fraudlosses
• Upliftincustomer
satisfaction&NPS

39. Anewvectorofengagement

40. 83%of
millennials
opentext
messages
within90
secondsof
receiving
them.

41. 60%ofmillennials
prefertwo-way
textengagement
withcompanies
becauseit’s
convenient,fast
andeasytouse.

42. Morethantwiceasmany
millennials(42%)would
prefertoreceivefraud
alertsthanarecurrently
receivingthem(19%)
fromtheirfinancial
serviceproviders.

43. Confidential and Proprietary to OpenMarket 43
CX
Empathy
SMS Bots

44. Authentication
Service
Logistics
Complaints +
queries
Texthelpsmanage
trillionsofinteractions

45. Thefutureof
textisincustomer
operations:
Multipleconnectedstepsin
complexcustomerprocesses
Closesgapsbetweenbuying
stages,channelsand
departments
Account set up,
payment options,
invoice delivery
Delivery
and alerts
Cross sell and upsell,
complaints management

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

47. TheadventofRCS

49. In2017,the
killerappfor
greatCXisnota
newtechnology,
it’sempathy.

50. ThankYou