WEBRAZZI SUMMIT 2015 | 21st-22nd October 2015

WHY PERSONALIZATION CONTAINS MORE THAN JUST

ON-SITE RECOMMENDATIONS Practical examples for a closed loop of

an omni channel personalization.

2,4 Mrd requests

224 Mio personalization

turnover

17 countries

In use in

~ 100 releases/

updates

SEARCH.

RECOMMENDATION

SERVICE.

UNIQUE NEWSLETTER.

ABOUT EPOQ

Figures of 2014

GUIDED SELLING.

„WE OFFER INTELLIGENT AND EASY TO INTEGRATE SERVICES (SAAS) - BASED ON OUR EXPERTISE IN PREDICTIVE ANALYTICS -

FOR AN UNIQUE REAL TIME-PERSONALIZATION IN E-COMMERCE.“

WHAT IS PERSONALIZATION?

CUSTOMER SALES PERSON

Base: Dialogue with customer

ORIGIN: POINT OF SALE

Using

experience

Commit to

the

customer

http://www.blickpunkt-sh.com/wp-content/uploads/2011/01/Stefan_Schl%C3%B6gl_Angelika_Been_Peter_Matthiesen_10_15_IMG_8048.jpg, http://www.fairkehr-magazin.de/uploads/pics/einkaufen

_laniusGLO_2687.jpg, http://www.stuttgart-tourist.de/img/c/c/d/k/i/n/f/c/einkaufen-in-reutlingen-wochenmarkt.jpg, http://peteratkins.de/blog/wp-content/uploads/2013/10/05_MTM_2012_S_0241.jpg

„Knowing“

the

customer

PERSONALIZATION AT POS MEANS

Target: SHOPPING EXPERIENCE

1

Individual

consulting

2 3 4

HOW DOES THIS WORK IN E-COMMERCE?

CUSTOMER

WWW.SHOP.COM

?

THERE IS NO REAL DIALOGUE LIKE AT POS.

CLICKS & PURCHASES

WWW.SHOP.COM

BUT: THE CUSTOMER COMMUNICATES WITH CLICKS & PURCHASES.

GENERATING A KNOWLEDGE BASE by collecting clicks and purchases (100% of the traffic)

BUT: PERSONALIZATION SHOULD BE

MORE THAN JUST TRACKING CLICKS & PURCHASES

Commit to the customer

Use experience

„Knowing“ the customer

Individual consulting

Individual behavior

PREDICTIVE ANALYTICS

Reinforcement Learning

Knowledge base

PERSONALIZATION SERVICES

Recommendations/Guided Selling

Intelligent Personalization in E-Commerce Personalization at POS

Target: SHOPPING EXPERIENCE

= = = =

1

2

3

4

EXAMPLES FOR A SUCCESSFUL & INTELLIGENT ON-SITE PERSONALIZATION (… like a good sales person would do it)

• INTELLIGENT product suggestions

• Ranking based on customer behavior

EPOQ SEARCH: INTELLIGENT ON-SITE-SEARCH.

• INTELLIGENT search

result ranking

• Continuously improved

by Reinforcement

Learning

EPOQ SEARCH: INTELLIGENT ON-SITE-SEARCH.

• INTELLIGENT product recommendations

• Based on individual behavior & purchase

history

EPOQ RECOMMENDATION SERVICE:

ON-SITE PRODUCT RECOMMENDATIONS.

INTELLIGENT ① alternatives and

② outfit-completing recommendations

①

②

EPOQ RECOMMENDATION SERVICE:

ON-SITE PRODUCT RECOMMENDATIONS.

INTELLIGENT recommendations

(accessories)

EPOQ RECOMMENDATION SERVICE:

ON-SITE PRODUCT RECOMMENDATIONS.

INTELLIGENT, customer driven ranking

EPOQ GUIDED SELLING: INTUITIVE SHOPPING CONSULTANT.

BUT: PERSONALIZATION SHOULD BE

OMNI CHANNEL

E-MAILS PRINT

POS

MOBILE DISPLAY

ADS

ON-SITE

• Personalized

Newsletter-recommendations

• calculated once the

e-mail is opened

EPOQ UNIQUE NEWSLETTER:

PERSONALIZED E-MAILS.

Personalized Trigger Mails –

e.g. Birthday-, Return- & Outfitmail

EPOQ UNIQUE NEWSLETTER

• Personalization in

Lifecycle Mails • recommendations adapt

to the child‘s age

• Usage of external CRM

data

EPOQ UNIQUE NEWSLETTER

RESULTS: SHOWN IN OUR CASE STUDY*

higher Conversion Rate

higher Turnover / opened e-mail

+150%

+65%

higher Click Rate +46%

TOPSELLER Products, which are frequently bought.

PERSONALIZATION Personlizaed recommendations based on individual customer behavior.

* Please contact us, if you are interested in the case study.

Personalization for mobile devices and apps

– for a consistent brand awareness

Future Trend: Show recommendations or alternatives in the fitting room

http://www.magicmirror.me/, http://www.phizzard.com/Start

Displays with barcode scanners Magic mirror with

integrated display

Personalized parcel inserts with

recommendations related to the order

MAILS PRINT

POS

MOBILE DISPLAY

ADS

ON-SITE

INTELLIGENT OMNI CHANNEL PERSONALIZATION

MAILS PRINT

POS

MOBILE DISPLAY

ADS

ON-SITE

CLOSED LOOP CLOSED LOOP

Consistent & Holistic Brand Awareness

Higher Conversion Rate

Customer Loyality

Higher Turnover

Maximum Relevance

EFFECTS OF AN INTELLIGENT OMNI CHANNEL PERSONALIZATION

PARTNER OF

THANK YOU. PLEASE FEEL FREE TO CONTACT US:

Thorsten Muehling

CEO & Founder

epoq internet services GmbH

Am Rueppurrerr Schloss 1

76199 Karlsruhe

GERMANY

phone: +49 (0) 721 89 334-0

fax: +49 (0) 721 89 334-199

mail: muehling@epoq.de

web: www.epoq.de

Metricsotuzdört Bilişim

Hizmetleri ve Tic. A.Ş.

Maslak Mah. Akasya Sok.

Mashattan B2 / D32

34398 Sarıyer Istanbul

phone: (212) 330 34 01

mail: epoq@metrics34.com