13. Passengers needs haven’t changed
Self service
retailing
Simplify
Journey
planning
Provide
journey
inspiration
Personal
and
relevant
information
Real time
query
resolution
13
29. Integrating CRM with online banner advertising
1 2 3
OPEN
Of the email by recipients and
load of the tag that will drop a
cookie on the device
INTEGRATION
Of a retargeting tag in the
HTML of the email
LAUNCH
Of a display campaign targeting
devices that have the Acxiom
cookie
Cookie
Cookie
Cookie
37. Channel Shift of M-Ticketing Customers
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
on the bus the key travel shop other
Go north East
Brighton & Hove
39. Challenges...
• Proving it is not just channel shift
• Reducing the cost to serve across new channels
• Limited understanding of off line customers
• Need to remain inclusive of non Smartphone customers
• Revenue attribution of channels especially email
• Content generation
• Resourcing the right social media channels
• Big data??
39