xm asia adobe conference bangkok 161013

HELLO

THE PERFECT

STORMWHERE DESIGN AND TECHNOLOGY CAN THRIVE TODAY

WHO AM I

MASTERMIND OF

CHANGE39, 15years in the digital business, started as an

entrepreneur, works across the entire region and teams around the world, AKQA, Saatchi & Saatchi and now XM Asia

(part of WPP)

From 2006, have growth XM by 5 times her revenue size, single office to 5 and rebuilt XM into one of SEA’s most

equipped and talented digital networks.

© 2013 XM ASIA PACIFIC

WE ARE 500

CHANGE

AGENTSSince 1995, talented, progressive, collaborative, flexible.

Working across Singapore, Malaysia, Thailand, Indonesia, Hong Kong and across the world.

With strong local leadership and in-country expertise.

Vietnam, Australia and Korea are the next few markets.

Primed for the ASEAN ECONOMIC COMMUNITY in 2015.


OUR BELIEVE

MAKE.CHANGE.MATTER.

We are committed to creating extraordinary experiences unleashed around human behaviour, empowered by

technology, to give any brand/business the power to adapt and excel in this ever-changing world.



OUR DIFFERENCE

We are able to distill your business challenges into a strategy/ solution that is closest to the heart of consumer

behaviour where we best impact business performance and ensure future-proofing.

Rooted against executional excellence, we seamlessly take strategy to concept to execution and optimisation.

TRANSFORMED

We believe in working with brands/businesses who want to change.

This is when magic happens.

These are our clients.


ADOBE

SOUTH EAST ASIA BUSINESS

PARTNER OF THE YEAR

2013


FEATURED

“To bring the future to our customers’ lives and businesses, in a manner that is simple, personalised and

enriching, by efficiently and creatively harnessing leading edge technology and delivering a brand of

service experience that is relevant and enchanting”


POV

LEARNING FROM THE

CLASSICS


TODAY

GREAT EXPECTATION

SDubbed as the ‘Jesus Phone’ by the media in 2007, the 1st generation iPhone together with iOS forever changed the consumer and their expectations altogether to challenge

brands/businesses to better provide value and unwavering experiences.

We live not only in a connected world but one that is tactile too.


TODAY

TO KILL A

MOCKING BIRDWord of mouth is hypercharged and consumers are sharing

everything.

Brands/Businesses cannot ignore anymore the power of consumers influence.

We need to challenge ourselves to better use data and create value through each interaction.


TODAY

GULLIVER’S

TRAVELSSum of all it’s parts.

Acting SMALL is the new black.

With the increasing number of devices and points of interaction, having a microview of the consumers world is

needed.

Not easy as we all know.



TRUST

TRUST is the true long term barometer for any brand.

And if the top FIVE channels are anything to go by.

How much is your brand and business committed to digital initiatives today?

OWNED media for that matter.


INTEREST

Old school mindset of only shouting out loud what you want to sell.

The brand with the loudest voice tends to win.

To have consumers believe what you say.

Madness.


COMMITMENT

Mapping and committing to creating a value based environment for your consumers takes proper funding, internal change management and constant improving.

It’s the experience they buy into today.

And the results are tangible as it directly impacts your brand reputation and bottom line.

WHAT I WANT TO ACHIEVE TODAY IS TO CONVINCE YOU THAT

DIGITAL IS MORE THAN AN INTEREST.

IT IS A COMMITMEN

T.


FEATURED

“To bring the future to our customers’ lives and businesses, in a manner that is simple, personalised and

enriching, by efficiently and creatively harnessing leading edge technology and delivering a brand of

service experience that is relevant and enchanting”


ISSUES

Declining marginsHigh customer service cost

Low churnLittle true value created for the consumers

No holistic digital strategy


PROOF OF DIFFERENCE

One simple human truth and behaviour.

SEARCH


FIVE POINT STRATEGY


AN INTELLIGENT, SMARTER INSTANT* SEARCH

SOCIAL CUSTOMER EXPERIENCE

A CMS FOR SPEED TO MARKET

CONTEXTUAL MARKETING

ANALYTICS TO MEASURE, ANALYSE AND OPTIMISE

WHAT SEARCH DOES

WHAT SEARCH DOES

THE MAXIS ECOSYSTEM

PROOF OF DIFFERENCE

LIVINGAND

ORGANICA digital experience strategy totally built around consumer

behaviour and needs.

Created with the use of Adobe to ensure that an intelligent, adaptive and highly responsive digital ecosystem is brought

to live.

Empowered marketing to reduce time to market, increase customer satisfaction and become smarter with the way

they market their services and products.


THE TRANSFORMATION


USABILITY & EYETRACKING

VERSION 1 VERSION 2

• 80% OF PARTICIPANTS TOOK UNDER 12 SECONDS TO NOTICE SEARCH

• ALL PARTICIPANTS NOTICED SEARCH WITHIN 12 SECONDS, WITH AN AVERAGE TIME OF 5.02 SECONDS

EVALUATE THE EFFECTIVENESS OF TWO VARIATIONS IN SEARCH PLACEMENT

LAUNCHED WITH 70% ACCURACY MAPPED AGAINST CONSUMER BEHAVIOUR AND HEURISTICS


TARGETED CREATIVE ON SEGMENTS

INTELLIGENT & PREDICTIVE SEARCH

HEURISTICS LED

PERSONALISED & CONTEXTUALLY DRIVEN

POWEREDBY

ADOBE

SUREN NUSATION, COO


“DIGITAL IS THE FRONTIER FACING MAXIS. THE COMPANY IS NOT IMMERSED INTO IT

AS MUCH AS IT WANTS BUT IN THE ERA OF CONVERGENCE AND DIGITAL, THEY NEED TO BE ENTRENCHED BECAUSE THERE IS

WHERE VALUE CREATION WILL BE.”

CRITICAL SUCCESS FACTORS

C-LEVEL COMMITMENT TO CHANGE

C-LEVEL COMMITMENT TO CONSUMERS

C-LEVEL COMMITMENT TO DESIGN THINKING

C-LEVEL COMMITMENT TO TECHNOLOGY EMPOWERMENT

C-LEVEL COMMITMENT TO ACCOUNTABILITY


THANK YOU

start smallthink BIGmove fast

FIND ME TWITTER @PAULSOON

LINKEDIN PAULSOON1974EMAIL [email protected]


mailto:[email protected]

xm asia adobe conference bangkok 161013

Business

customers

level commitment

service experience

consumer behaviour

digital

today

search

simple