QualicanalidirelazionedigitalepossonofacilitarelaCustomer

Interac6on?NICOLAARCIERI

Digital&Innova6onVicePresidentTELEPERFORMANCEITALY

#customerdayTP

#DIGITAL

2

#customerdayTP

43

Customer Day 2016

#customerdayTP

Customer Day 2016

Excelacom2016

Cosa accade in Internet in 60 secondi

#customerdayTP

Fonte:DaApolimi,Audiweb2015

59,8 mil Popolazione Totale

41,1 mil hanno accesso a internet Annual Growth = +3%

Global Internet Users @ 3B Annual Growth = +9% Europe @ 616, 73% penetration Annual Growth +4%

Italia

#customerdayTP

AnnualGrowthMOBILE

+6,3%Il73,4%derivadaidevicemobili

+10,3%UtenAonlinemese 84%deltotAcAve

SocialUsers28mil

+9%

Digital:Italy

20,3mil22,4mil

47:5550:48

22mil24mil

ACTIVEMOBILESOCIALUSERSTEMPOONLINE

=Mobile

#customerdayTP

Fonte:NetRetail,HumanHighway,Netcomm,marzo2016

18,8 mil acquirenti (raddoppio in 5 anni)

21% via App Mobile

Global Turnover @ 2,6B Annual Growth = +16,7% Europe @ 612 Annual Growth +13,7%

Ecommerce Italia

@ 28,8 Annual Growth +19%

#customerdayTP

97 42 10

84 71 0

50

100

150

TV TV Sat Smart TV Radio Internet

70%UtenAmobiliusailclicktocalldalmotore

diricerca

42%Deiconsumatoriacquistasumobile

61%dellericerchesumobilegenerauna

chiamata

Ecommerce

72%O2SFactor

Showrooming

83%

Usalosmartphonepercercareprodo^

all’internodeinegozi

Consumi mediatici

%

0

20

40

60

80

100

120

140

160

TV Radio Internet Mobile Tablet Smart TV

Advertising: crescita

%

Fonte:HarrisPoll,DigitasLBi,IdcRetailInsight,Hubspot,GoogleThinkInsight

+ 152%

Ilruolodelmobilenelpercorsodiacquisto#customerdayTP

#customerdayTP

Mobile Mindset Personalization Online/Offline

TrenddellaCustomerExperience

Omnichannel:Regiadeimedia#customerdayTP

33%deiclien(mantenu(daaziendeconscarsoapproccioomnicanale

89%deiclien(mantenu(daaziendeconforteapproccioomnicanale

Fonte:AberdeenGroup 12

VS

L’interazioneomnicanaleTRIPLICAilmantenimentodeiclienA#customerdayTP

43%Il43%dellerichiestealservizioclien(provienea9ualmentedaisocialmedia

54%Il54%dellerichiestealservizioclien(nel2016proverrannodalleappintelligen(didisposi(vimobili.

70%Il70%dellerichiestealservizioclien(nel2016proverrannodaWebChat

L’interazionesemprepiùomnicanalenell’eradell’iperconnessione

Fonte:RapportosulbenchmarkdelcentrocontaOglobale2015diDimensionData 13

CallCenterRemarke6ng

Googlesimilaraudiences Facebooklookalikeaudience

Twiaertailoredaudience

OBJECTIVES

Dataenrichment.ExpandcustomerdatabasetoimprovemarkeAngandsalesefforts

CRM1

Sales

CPA

2

3

›  LOYALTY›  CUSTOMERSATISFACTION

ROI

TRAF

FIC&W

ORD

OFMOUTH

CallTrackingIntegra6on

ADVERTISING

TV

RADIO

PRESS

INTERNET

DISPLAY

NATIVE

SEARCH

TOUCHPOINTS

WEB

VoiceInbound

VoiceOutbound

MobileApp

SocialMedia

ClickToChat

Retail

CUSTOMERSERVICE

OMNICHANNEL

CUSTOMERINTERACTIONS

DIGITALMARKETINGINTEGRATION

15 15 UsareilcalltrackingperaZribuirelevenditetelefonicheairicavigenera6daspecifichepubblicità,campagne,keywordsearches,referringwebsitesodaognialtrasorgenteditraffico

Keywords Optimization Measurement Protocol

Internet Users Keywords & Display Adv

Click To Call

Offline Data Collection

Scoprirequaliadsgeneranovenditealtelefono,qualinon.

Universal Analytics

Sales

Integrazionetelefono-canalidigitaliperunastrategiadiacquisizionepiùefficace

TOPFEATURESANDBENEFITS

CosteffecAve

Usingyourown(free)data

Speed

Measurableresults

Easeofsetup ExampleprovidedforillustraAvepurposesonly.ResultswillvarybypromoAon,product,industryand

salescycle.

HOWDOESITWORK?

Acustomercallsyou

Youcollecttheirnumberintoacustomaudience

UsethatdatatodisplayonlineretargeAngadstothatcustomer

CUSTOMERINTERACTIONS

acustomerinteractswithcompanybusiness,showing

interest,butdoesnotpurchase

ABANDONS

TPprocessabandonedleadinformaAoninacompliant,

secure&privacysafemanner

REMARKET

TPfindsthatleadonlineandshowscustom,relevant

adverAsement

SALE

Thecustomercallsbacktopurchaseortheycomplete

thesaleonline

CallCenterRemarkeAng:perrecuperareleadpersiedincrementarelevendite

c

EntertainmentPayTV

ConversionRateraddoppiato

VenditeOnline>35%1utentesu3cheusail

C2C,acquista

BESTPRACTICECalltrackingintegraAon(GenericOffer-Web,Product

offer-LandingPage)

+80%

22%WebSiteLeadConversionRate

UAlity 69

31

0

20

40

60

80

LandingPageLeadConversionRate

FinancialServices

M,44,2F,

55,8

27%WebSiteLeadConversionRate

Lifestyle

40%

ConversionRate2,8 2,7

0,5 0,2

0

0,5

1

1,5

2

2,5

3

1,6% 4%MobileSocial

DesktopSocial

Energy

Gas

%Sales

29%WebSiteLeadConversionRate

IncrementalConversionRate

ClickToCall

CallCenterRemarkeAng

10%Re-engagementRate

ResultswillvarybypromoAon,product,industryandsalescycle.

Social

Organic

Display

ResultswillvarybypromoAon,product,industryandsalescycle.

ROI

+12%LOYALTYReturningVisitors

Budgetadv

CPAClick SalesConversionRate

c

ReturningVisitors

AverageConversionRate

1,5%

UAlity

+22%LOYALTY

IlconversionratedeisiAe-commercedelleaziendeitalianeèinmediadell‘1,5%nel2016,ovveropiùbassodiquelloregistratonel2015enel2014(1,9%)

FinancialServices

VOICE IVR MOBILEAPP WEBAPP CLICK-TO-CHAT

VOICEPORTAL FACE-TO-FACE VIDEOCHAT E-MAIL

SOCIALMEDIA INSTANTMESSAGE OTHERS

LACUSTOMEREXPERIENCESARA’LASTESSASUOGNICANALEEOGNIDEVICESCELTO

#customerdayTP

VOICE IVR MOBILEAPP WEBAPP CLICK-TO-CHAT

VOICEPORTAL FACE-TO-FACE VIDEOCHAT E-MAIL

SOCIALMEDIA INSTANTMESSAGE OTHERS

PERMETTIAMOAICLIENTIDINAVIGAREATTRAVERSOTUTTIICANALI

EDICONTATTARVIOVUNQUEEINQUALSIASIMOMENTO #customerdayTP

Teleperformance

20

Conpiùdi40annidiEsperienza:Lapiùgrandeaziendaalmondonellages6onedellaOmnichannelCustomerExperience

Fondatanel

1978

311contact centers

paesi

Presentein

65

OffreIpropriserviziinpiùdi

75

190.000+persone

Lingueediale^

4

160+mercati

#customerdayTP

22

Q&A#customerdayTP

Grazie

FORMOREINFORMATION:

www.teleperformance.com

FOLLOWUS

/teleperformanceglobal

@teleperformance

/teleperformance

blog.teleperformance.com

/company/teleperformance

nicola.arcieri@teleperformance.com

#customerdayTP