Sapient-Oracle Oct-9 2012
- 1. Engaging Experiences Innovation and Inspiration 9 October 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 1
- 2. Agenda The Changing Face of Engagement Innovation in Experience Design Some Great Experiences © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 2
- 3. The Changing Face of Engagement Innovation 9 October 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 3
- 4. Opening Thoughts How customers engage with brands is changing at an incredible rate. Research Online, Pick Up In Store Social Opinions and User Generated Content Experience Marketing, Experience Shopping Loyalty Personalization Seamless Experiences Mobile, Mobile, Mobile Touch (and the Other Senses) © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 4
- 5. Challenges What are the associated challenges? Being Relevant Standing Out Amidst the Noise Leveraging Previous Investments Build Once, Deploy Often Developing the Right Experience for your Target Market Brand Appropriateness Customer Experience Strategy Knowing Your Customers © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 5
- 6. Emerging Trends and Technologies Smart Branded Phones Check-In Tablet s Digital Signage Interactive Kiosks Social Media Spot Vending Augmente d Reality QR Codes © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 6
- 7. Are Transforming Today’s Guest Experiences Loyalty and Check In Measurement Tablets / Mobile Commerce / Virtual Catalogue One View of Customer Interactive Displays Product data Concierge Kiosk Customer data Merchandising data © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 7
- 8. Innovation in Experience Design Innovation 27 July 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 8
- 9. ACCESS: the ability to reach other persons, activities, resources, services, information, or places CONTROL: the degree to which the use of things, activities, and spaces is controlled by their users FIT: the match between a person and their surroundings to support the activities in which they will customarily engage VITALITY: the tapping of human EXPERIENCE powers: functions and emotions DIMENSIONS SENSE: the ability to know identity and place – where or when one is © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 9
- 10. ACCESS the ability to reach other persons, activities, resources, services, information, or places • Delivering connected experiences, any time, anywhere, across any device. • In-store, on-line, in branch, on- the-go, whatever, whenever. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 10
- 11. Continuous Experiences © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 11
- 12. CONTROL the degree to which the use of things, activities, and spaces is controlled by their users • Enabling the user by giving them control (e.g., over preferences, information). • Putting the user in the driver seat with usefulness, usability, and desirability © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 12
- 13. Real-time control © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 13
- 14. FIT the match between a person and their surroundings to support the activities in which they customarily engage • Offering context and orientation, supporting the user at the right time and place with the right content • The right experience at the right moment in the customer journey 14 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 14
- 15. Predicting Desirability © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 15
- 16. VITALITY the tapping of human powers: functions and emotions • Expressing personality, creating desire, extending physical abilities • Differentiating the brand in appropriate ways • Bringing the brand to life 16 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 16
- 17. Curated Experiences © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 17
- 18. SENSE the ability to know identity and place – where or when one is • Giving the user the cues they need to make sense of their experience (way finding, auditory cues, clarity and consistency) • Making sense of the experience 18 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 18
- 19. Quantifiable Self © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 19
- 20. Relevant Experiences Innovation We Can Leverage 9 October 2012 © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 20
- 21. Major Retailer © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 21
- 22. Experience Innovation through: • Access • Control • Fit • Vitality
- 23. the brief – E&E • convert more of loyal guests into E&E shoppers by creating differentiation beyond price and convenience • capitalize more on our strengths of surprising and delighting our guests while providing an engaging environment that inspires her to buy
- 24. accessories, dvds, cds, cameras, games, tvs, music, peripherals, whole tablets, ereaders category consideration © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 24
- 25. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 25
- 26. our insight simply put, moms are empowered by technology. however, most moms are just not inspired by it. so what does inspire her?
- 28. in short, it’s not about the gear. It’s about the experiences the gear enables.
- 29. the brief - reframed inspire mom to integrate electronics into her life by bringing life to our electronics.
- 30. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 30
- 31. The Challenge Establish an interaction model, standard visual design system that can be leveraged globally to support the expansion of product market share © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 31
- 32. Audi mobile Portal Goal: best possible mobile user experience © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 32
- 33. Audi Fahrzeugbörse (Hybrid App) First Android app by Audi worldwide © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 33
- 34. Case Study: Audi A-1 iPad App Case Study: Multi-Channel Recreation Mobile App Design © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 34
- 35. Audi A1 Launch campaign new A1 Audi – community app © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 35
- 36. Audi A1 iSpecial iPad Extending app to iPad © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 36
- 37. Audi A-1 iPad Application, Configurator, and Rich brochure © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 37
- 38. Launch Campaign Audi Q3 Android and iPhone App © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 38
- 39. Audi A7 Sportback iPad App Launch campaign new A1 Audi – community app © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 39
- 40. Support the expansion into the emerging market Reduction in investment development and unit cost Increased flexibility to support the various requirements of the individual markets Establishment of a balanced global footprint Mobile Portal available in 15+ Countries and 18 Languages Audi A1 App: available in all app stores in the following languages: EN, DE, IT, ES, FR, NL, RU Audi Q3 App: available in all app stores in the following languages: EN, DE, TR, IT; ES; FR; NL; PT Audi A7 App: available in all app stores in DE and EN © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 40
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- 43. Retail experiences under transformation © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 43
- 44. The threat… © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 44
- 45. What stores will always have… • Sense Immersiveness • Fit Associates • Control Immediacy • Access Social • Vitality Fun © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 45
- 46. Retail Experiences are under transformation © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 46
- 47. Retail Experiences are under transformation © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 47
- 48. General Premise Behind every product is a need. For every need there is a solution. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 48
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- 52. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 52
- 53. Fashionable | In-store Touch Experience Story: Designed for in-store placement, the SapientNitro In-store Touch Experience enables customers and sales associates to engage with the full inventory of a retailer, whether it’s in store or online. Features & Benefits: • 46” HD interactive display • Integration with inventory, POS, and back end systems • Outfit Builder offers Up-sell / Cross-sell opportunities •Social media tie in •Ad space / product placement for manufacturers © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 53
- 54. Marks & Spencer | Endless Aisle Kiosk Marks & Spencer has opened its new flagship store at 100 Avenue des Champs- élysées in Paris. Trading over three floors, the 1,400 square meter store is part of M&S' ‘bricks & clicks' strategy, as it returns to the French market with a combined store and e-commerce offer. The store uses the latest technology to extend the M&S product range available to customers. Two touch screen order points and two fixed tablets make it easy for customers to shop from over 10,000 products available online. © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 54
- 55. Marks & Spencer | Magic Mirror © COPYRIGHT 2012 SAPIENT CORPORATION | CONFIDENTIAL 55