1. How Retailers are
Leveraging Conversational
Experience to Increase Sales

2. What has changed?
CX is the new Marketing
CX expectations from consumers
Leveraging conversational experiences
01
02
03
04
Panel

3. Director of Strategy
Today’s speakers
Terrence Fox Carolyn Klein Patrick Waller
UX Designer Director of ecommerce OtterBox on-demand expert
James Saldi
FREELANCE

4. The environment
has never been
so competitive

5. High rivalry Consumers can easily
switch brands
Low barriers to entry
for new players

6. CX
is the new Marketing
!

7. 79%
66%
51%
47%
38%
Grow revenue
Improve the experience of our customers
Accelerate our digital business
Increase influence and brand reach in the
market
Reduce costs
iAdvize/Gatepoint Research 2019 CX survey
What are your organization’s
top business priorities over the next 12 months?
Access full report here

8. Which line of business in your organization top has
primary responsibility for digital CX?
58%
19%
7%
9%
7%
Marketing
Standalone CX team
Each line of business has their own CX team
Sales
Customer support
iAdvize/Gatepoint Research 2019 CX survey
Access full report here

9. 72%
67%
50%
43%
36%
Improve customer retention and loyalty
Acquire new customers
Improve customer satisfaction and NPS
Improve ROI of customer acquisition
Build a competitive advantage
What are your organization’s
digital CX objectives?
iAdvize/Gatepoint Research 2019 CX survey
Access full report here

10. consumers
expecting?
What are

11. Time
Moments
Limited
attention
span
Limited
time
High
expectations
on time
Personalization Emotions

12. &Real-time
context & interaction
technology progress
Value of personalization
clearly identified by
consumers
Time Personalization Emotions

13. Brand
energy
Salience
Emotions
Fit
Time Personalization Emotions

14. Conversational experience
Customer
Experience +
Time
Personalization
Emotions
=

15. The financial impact
An online shopper engaged in conversation…
… is 3.25 times more
likely to make a purchase
… spends 12% more
per order
… is 2.2 times more likely
to make a repeat purchase
by
of conversational experiences
Access full report here

16. Humans or bots?
Human Bot Bot+ >

17. humans?
Which

19. Panel
OtterBox on-demand expert
James Saldi
FREELANCE
Patrick Waller
Director of ecommerce
Carolyn Klein
UX Designer