Accelerating Customer Engagement in Retailwith Slalom’s

2016

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3,800+17 marketsSeattle, WA

International reach.Local expertise.Combining strategic insightand technology know-how

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CUSTOMER ENGAGEMENT

Differentiated Digital Experiences

Marketing Execution

Customer Centric Organizational Alignment

Customer Innovation Facilitation

DELIVERY

LEADERSHIP

Program Management

Portfolio Management Project Management

Business and Technical Analysis Quality Assurance

Agile Delivery

INFORMATION

MANAGEMENT & ANALYTICS

Data Visualization and Discovery Information

Strategy Analytics Data Management

Business Intelligence

STRATEGY &

OPERATIONS

Strategy Advisory

Business Transformation

Process OptimizationTECHNOLOGY ENABLEMENT

Software Engineering

Next Generation Infrastructure

Portals and Collaboration

CRM

ORGANIZATIONAL

EFFECTIVENESS

Change Management Learning

Organization Design Talent

Culture Lead and Adopt

Change

DIGITAL

Digital Strategy Interactive Engineering

Experience Design Product Incubation

Our people have deep knowledge and experience in Slalom’s core competencies, driving amazing outcomes for our clients.

Expertise.

Strategy.

Results.

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700+ 70+40+400+

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- Jeff Bezos

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Seamless Customer Engagement Drives Loyalty

Social Media

Customer Service

Employee Collaboration

Associate Outreach

M-CommerceFulfillment

E-Commerce

Loyalty

Marketing

Store Visit

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Know and Engage Customers

AFFINITIES &

PERSONAS

• Suggestions

• Segment

• Target

• Customer

Strategies

• Cross-sell

BEHAVIORS

• Life Stages

• Seasonality

• Buying

Patterns

• Channels

DATA

• Purchase

History

• Web Visits

• RFM

• Store

Interactions

Differentiate Products and Services by Customer Persona

Claire• Bi-annual

shopper

• Shops sales

• Business Basics

• Kids

Avery• Frequent

shopper

• Trend setter

• Business and

personal

• Jewelry

Gary• Frequent

shopper

• Popular items

• Socially

connected

• Watches

Cross Channel Call Center

Automation

Retail Call Center

Consumer Affairs

Loyalty help desk

Web Chat

Mobile SOS (in app support)

Clienteling Templates

Consumer Journeys

Segmentation models

Omni-channel campaigns

Recommendations

Omni-Channel 360 view

Customer Insights/Predictive

Targeted instore outreach

(SMS/eMail/etc)

Targeted lists

My Closet

Consumer Apps

Employee Community

Earned Points or

Experience tracking

Membership tiers

Reward levels

Contact center support

Consumer Community

Consumer App Integration

Clienteling

MarketingCall Centers

Loyalty

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Associates can now have, in

the palm of their hands, a

deep understanding of their

Customer, their purchases,

cross channel interactions, key

metrics, and the ability to have

a more personal relationship

via outreach using branded

templates and messaging.

Slalom’s Industry Expertise + Customer.Connect= Acceleration of your Customer Engagement Strategy

Discovery Analysis Design Implementation

The Discovery period ensures deep understanding of current technology states and capabilities

Defining the Customer Journey allows us to design solutions around elevating your Customer’s experience

By speaking with both Employees and Customers, we can ensure a product that is designed with everyone in mind.

Our analysis process allows us to define a future state direction and prioritization of opportunity areas that deliver value across people, process, technology & information.

Defined processes enable quick, efficient, and thorough implementation

Defining the User Experience and designing with the end user in mind permits us to create slick, beautiful designs that match brand standards for our Clients

Journey Maps support the design, ensuring the most valuable information is at the fingertips of the Users.

Our process ensures rapid development and the ability to go to market quickly.

Leveraging our Accelerator reduces development time significantly

Continuous improvement and Client involvement ensures high quality products

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Getting Started

2 Day Discovery Workshop

Our Discovery Phase is tailored to the customer’s priorities and produces, in weeks, an aligned roadmap that describes the approach, phases, objectives, deliverables.

Q&A

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Managing Director

Ryan PowellPractice Area Director Consultant, CRM & CE

212.947.1700

212.947.1701

201.966.4826

212.947.1700

212.947.1701

212.947.1700

212.947.1701

Office

New York

12 West 21st Street, 7th Floor, New York, NY 10010

(212) 947-1700 (phone) (212) 947-1701 (fax)

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© 2015 Slalom, LLC. All rights reserved. The information herein is for informational purposes only and represents the current view of Slalom, LLC. as of the date of this presentation.

SLALOM MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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