HOW 5G TRANSFORMS THE CUSTOMER EXPERIENCE · 2019-03-07 · Reseller model with Colgate Spark...
Transcript of HOW 5G TRANSFORMS THE CUSTOMER EXPERIENCE · 2019-03-07 · Reseller model with Colgate Spark...
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HOW 5G TRANSFORMSTHE CUSTOMER EXPERIENCE
(AND WHAT IT MEANS FOR MARKETERS)
MICHAEL STICH VMLY&R MMA IMPACT 3/6/19
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•Leads VMLY&R Advisory, a group that advises executives on innovation, growth and organizational change.
•Former CEO of Rockfish, a digital innovation agency and one of the fastest-growing mid-sized agencies in the United States.
•Served in senior marketing, strategy and venture capital roles for Bridge Worldwide (now Possible), Texas Instruments, McKinsey and Dell.
•Helped launch the first $999 multimedia PC, the Windows 2000 desktop for Dell, the integrated xDSL/802.11n/VoIP broadband gateway, and multiple consumer web and mobile innovations.
•2016 COO of the Year (Cincinnati Business Courier C-Suite Awards).
•Happy husband and father of four, local guitarist (The Grateful Dads, St. Henry).
Michael StichChief Business Officer, VMLY&R
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ESTABLISHED 2018
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WHAT IS A CONNECTED BRAND?
A Connected Brand is a brand that lives in people’s lives by connecting with them on an emotional level - wherever they are and whenever they are –
and inspiring them to connect with others.
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TODAY01
02
03
What’s 5G Really?
Result: New Experiences!
What 5G Means for Marketers
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WHAT IS 5G REALLY?
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5G, SIMPLY...
• STEP-FUNCTION IMPROVEMENTS IN SPEED, COVERAGE, LATENCY, CAPACITY, POWER AND RELIABILITY.• GREAT! SO, WHAT DO WE DO WITH IT?
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5G ALSO… ENABLES MORE DEVICES...
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5G ALSO...ENABLES MORE DATA(AND FASTER DATA CAPTURE)...
In-Store Survey
Point of Sale Panels
Focus GroupsMedia Impressions
Foot Traffic
Industry Research Historical Sales
Retailer Digital Ecosystem
Loyalty Cards
Smart Phones& Tablets
Owned PropertyEngagement
Mobile Apps
Cross-Domain TrackingSocial Media
Eye TrackingAt Shelf
Front of Store Image Recognition
Wearables Wireless Signals
Payment SourcesStore Data
Crowd-sourcedShelf Audit
In-StorePathway Analysis
Geo-location Ambient LightTemperature Humidity Barometric Pressure Blood Contents
Aura
Sweat Contents
Skin Conditions Movement
Weight
Heart Rate Breathing Rate
Image Recognition
Facial Recognition
Bacteria/Virus Detection
CharacterRecognition
Ocular Recognition
Chemicals in Air
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Difficulty
Diagnostic AnalyticsWhy did it happen?
Descriptive AnalyticsWhat happened?
Predictive AnalyticsWhat will happen?
Prescriptive AnalyticsHow can we make it happen?
Traditional BIInformation
Value
Advanced AnalyticsOptimization
Hindsight Insight Foresight
5G ALSO...ENABLES BETTER INTELLIGENCE...
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5G ALSO...PUTS US AT THE CENTER (RATHER THAN OUR PHONES)...
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IN THE END, EVERY ASPECT OF OUR LIVES WILL BE TRANSFORMED.
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5G CAVEATS: WE’RE NOT THERE YET!
CITY-LEVEL ECONOMICS
CARRIER CAPEX AND COVERAGESTANDARDS
POLITICS
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THE NET RESULTS:NEW EXPERIENCES!
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KNOWING US BETTER THAN WE KNOW OURSELVES
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“PERFECTED” COMMUNICATIONS
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SMARTER PRODUCTS & SERVICES THAT LEARN AND IMPROVE
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PROACTIVE AUTOMATION OF TASKS & SERVICES
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FROM POINT PURCHASE TO DYNAMIC SUBSCRIPTIONS
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PERSONALIZED, REAL-WORLD
EXPERIENCES
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MEANINGFUL, COMMUNAL EVENTS
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RISKS WILL ALSO INCREASE
PrivacySecurityReliabilityMorality
UnemploymentControlUnknown!
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WHAT 5G MEANS FOR MARKETERS
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BACKGROUND: CMO’S ARE ALREADY ASKED TO DO A LOT!
CMO, the Future CEOFrom marketing excellence to key agent for change.
PREDICT THE FUTUREDELIVER REAL & SUSTAINABLE GROWTH
EVOLVE EXISTING CAPABILITIES
DRIVE ORGANIZATIONAL CHANGE
FORM & MANAGE PARTNERSHIPS
Be the vision and voice ofmarketing and brands
“Own” the customer mindshare & relationship
Own the enterprise digital strategy
Lead the culture of digital transformation
Lead make/buy/partner decisions
Anticipate market disruptors
Own and deliver ecosystem marketing content
Increase roi through automation
Evolve the org structure and incentive models
Own corporate partnerships(fb, amzn, googl)
Align market fragmentation to future business strategy
Business-based spend justification (cpm -> roi)
Partner with cio to future-proof scale platforms
Implement a market-responsive agile workforce
Lead martech relationships(msft, ibm)
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BACKGROUND: BRANDS ALREADY SEARCHING FOR GROWTH THROUGH NEW MODELS.
AGENCIES FOLLOWING SUIT.
P&G joins sustainable subscription model with
Loop
Red Fuse exploring Agency Reseller model with Colgate
Spark Therapeutics pioneering performance-based payments and
rebates for gene therapy cures
Kellogg’s launches $100M innovation fund for startups
Chobani launches grants-based incubator for
startups
VMLY&R piloting Hybrid Talent model of content and data experts
within Unilever brands
WPP deploys a flexible, full-service COE focused on selling through
Amazon
DTC startups now in thousands of owned stores and pop-ups
LVMH buys Belmond, expanding into luxury hotels, ships and trains
General Mill’s 301 Inc. invests in Goodbelly probiotic foods and brings
brand-building expertise
New Brand Models New Agency Models
Publicis and WPP combine to form P&G’s “People First” agency pilot
on fabric care
Omnicom creates bespoke agency model We Are Unlimited for
McDonald’s
Vayner charges clients based on overall lift, in exchange for
autonomous planning/buying
VMLY&R and Microsoft deploying revenue-sharing models focused on
healthcare and retail martech
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Background: MARKETING TACTICS ALREADY IN OVERHAUL
Personalized Decision Tools
Local Geotargeting
Site SearchDirect Mail
(Millennials!)
Search
In-App Display
Group Buying and Lists
B2B Community
Ratings/ Reviews
Personalized Offers
Personalized Storefronts
VideoDemo’s
In-App Services
Customer Portals
Subscriptions
Mobile Payments
Supply Chain Flexibility/ Transparency
Voice Ordering
New Tools for Connected Consumer Experiences
INSPIRATION ENGAGEMENT COMMITMENT
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LESS OF THISMORE OF THIS
WHAT IT MEANS FOR MARKETERS
Flexible, DynamicDelivery
DynamicContext
Geo Context as Standard
Personalization
VirtualReality
AugmentedReality
“Group” Actions
Rich Video Communications
Text-OnlyContent
Customizable Video
Single-Version Content
Device-Dependent Experiences
ImageRecognition
Personalized Decision Tools
StaticContent
Voice-Only Interfaces
Local MediaStorage
Unencrypted Content
Tweets
Unrecorded Experiences
Surveillance
• More rich, real-world and hybrid experiences, delivered more intelligently and locally.
• Less one-size-fit-all, disconnected and unconsidered experiences.
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History will rhyme: The future of brands revolves around people.
Provide consumers clarity on brand promise, and commitment to deliver it.
Values & Authenticity1 Consumer Co-creationMeet heightened expectations from consumers through enlistment and collaboration.
2
Build, model and scale custom solutions seamlessly and creatively.
Mass Personalization3 Experiences & ServicesCreate new products, experiences & servicesthat create real value for consumers.
4
WAYS TO WIN: 4 PILLARS
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TODAY01
02
03
What’s 5G Really?
Result: New Experiences!
What 5G Means for Marketers
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THANK YOU!