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Transcript

Hi everyone, thanks for joining, we’ll be getting started in a couple of minutes.

Hi everyone, thanks for joining. We’ll be getting started in a couple of minutes. Today’s session will be focused on how ÃÛ¶¹ÊÓƵ solution can enhance your loyalty programs. It will be led by Selyeftetik. We’re going to wait just another minute or two for attendees to fill in and then we will get started.

While we’re waiting, we do have other webinars coming up. If you’re interested, feel free to register for those. I will copy paste some links in the chat for you to register.

Okay, let’s get started. Hello, hello everyone. Good morning, welcome and thank you for joining today’s session focused on enhancing loyalty programs through personalization and data using ÃÛ¶¹ÊÓƵ solution. I’m Thomas Lafitte, I’m part of the ÃÛ¶¹ÊÓƵ Ultimate Success organization as a solution CSM. Our team is focused on helping ÃÛ¶¹ÊÓƵ customers to get as much value as possible from their ÃÛ¶¹ÊÓƵ solution. Going to go ahead and kick off our session. First and foremost, thank you. Thank you for your time and attendance today. Just to note that the session is being recorded and a link to the recording will be sent out to everyone who registered. This live webinar is a listen only format, but is very much intended to be interactive in that as we go through content in today’s session, feel free to share any question into the chat and the Q&A pod. Our team will answer there and in addition, we have time to discuss questions at the end of the session. If there are any questions that we don’t get to during the session, the team will take note and follow up. At the end of the presentation, we’ll be sharing out a survey and we would love your participation to help us shape future sessions. Today, I’m joined by our presenter and colleague, Selef Tetik, senior customer success strategist. She has been involved in digital transformation at ÃÛ¶¹ÊÓƵ for the past eight years. And now I will turn things on over to Selef. Selef, thank you. Thank you very much. Thank you for your time today joining us. I’ll be talking through your loyalty programs and then we can take a look at the specific customer journey and how do the capabilities of ÃÛ¶¹ÊÓƵ solutions can support you using your for the specific use cases. The agenda is about looking at the loyalty. Why is it important? How the generational behaviors in generations behaves in customer loyalty, pillars and key capabilities of customer loyalty and customer journey example and use cases with ÃÛ¶¹ÊÓƵ solution capability. We are talking about loyalty and loyalty is a big part of our business and all the time. Almost 80% of the consumers are part of one or more loyalty programs. And an increase in customer retention by 5% can lead the company’s profits by 25% to around 95% over a period of time. These are statistics are provided by Forbes and plus by 3D relative studies. If you think about reaching to your existing customers is much more, they are much 50% more likely to try new products and spend 31% more than new customers. And most importantly, fewer resources are required to retain the customer than acquire a new customer. If you think about it, how much effort you spend on getting a new customer versus reaching the customers that you know who they are, their behaviors, their consumer behaviors, what they want to have their personal recommendations and everything, then it is much easier. On average, it can cost four to five times more to acquire new customers versus retaining current one. Especially in the year 2025 is proving to be another challenging one for consumers and for the companies, brands and retailers that cater to that. With strong consumer spending after a period of record high inflation and periods of recession, consumers are continuing to shift their habits. They budgeting more for essentials trading down in search for better value and demanding more from their favorite retailers and retailers only or retail companies that they are focusing on. We all know that loyalty is hard to win and easy to lose. When we’re talking about the loyalty, we need to think about who are our segments are, to whom are we talking about, what is this about that we are referring to our segment. I’d like to take you an overview of what are the generations, different generations, and take a look at the loyalty. All generations have a very low tolerance in common, which is bad experiences. On average, 2.5 people out of 10 people, they will look back and churn if they have faced bad experiences. There are differences in Gen Z, Millennial, Gen X, and Boomers. Let’s take a look at what their preferences are and where they want to continue if there is a loyalty. For example, let’s look at Gen Z 18-25. They value great digital experiences. They are much more on the, they prefer to be loyal to the retail, travel, and consumer goods. And they, their highest brand loyalty is again on the fashion, footwear, and online. What they are driving their loyalty is digital experience, excellent digital experience, excellent in-store and physical experience on top of the digital ones on the channel, and competitive prices. In average, 5.9 of the out of 10 people, if they have good experiences, they become loyal.

If you look at the Millennials, 26 to 41, they require high touch experiences. They want to share, they want to focus on retail, travel, and consumer goods. And the top three industries, actually four industries they are looking for is personal care, online retail, airline, travel, and footwear. Their drivers of loyalty are excellent digital experience, again, the same one, excellent in-store physical experience, and on top of it, products in stock, which is important is just say if they want to buy something, they want to buy it now. And use positive reactions to improve experience. In average, 6.4 people out of 10, if they have good experiences, they become loyal, which is a very high number.

Gen X 4257, they are loyal across industries, they are much more spread. They are not only focusing on retail, travel, and consumer goods, and they have big attention on apparel, personal care, and airline. This is the year that you just see that the highest level is coming on the airline. The top three loyalty factors they are using are excellent digital experience, excellent in-store and physical experience, and products in stock. You can see there are similarities between different generations, but there are customers changes there, because here is come the airline is the top industry they are looking for. And if you go one more, boomers, the value the only channel experience most. And they are similar to the previous generation behaviors, they are looking for retail, travel, and consumer goods, again, personal care, airline, and electronics are the highest. But the top drivers of their loyalty are customer service and support, excellent in-store physical experience, products in stock. You see that the boomers is moving from digital experience into their experience as an overall in an only channel. If you take a look at it, all these experiences, what they say, how the good experiences make them become loyal, the number is very interesting to see that in average 6.5 people out of 10, if they have good experiences based on what they are focusing on, they are going to be loyal to your brands, loyal to your products, loyal to your business. We are talking here about personal, the business to commercial. Thinking about the similar one, if you don’t have the segments in the consumers one, but if you think about where does your business partners is the same, the good experience is always the winner, because in the end we are working with people. Now, we are talking about these segments who are focusing on the good experiences, but what are the drivers of customer loyalty patterns? To drive a customer lifetime value, it is critical to nurture these segments of the customer loyalty part. We first of all need to get these new visitors, we need to get these visitors by themselves to here, which are only focusing on basic experiences. Key objectives could be first time purchases, drive return visits and capture email or phone numbers so that they get to understand what they are buying, how they are buying and who are they. To make them and repeat customers, if they are coming and typically logged in, they are looking for indispensable experiences. They want to drive repeat purchases, increase average order value, drive loyalty programs higher. And then come to the exclusive benefits, this is where the loyalty is really starting to hit again. Become program members. It could be you want to have them to stay longer with you, you want to have them in subscriptions longer, you want to re-engage inactive members, which is a very important part, especially nowadays. Almost 60% of all people are having multiple loyalty brands and they are active in one brand probably, but they are inactive on the other. So how am I going to re-engage these inactive members to create value for the whole group that I have of me? What is important is, of course again, drive purchase frequency and recency and increase average order value are the key objectives, but another one is the advocacy. As soon as you have the program members, they drive program referrals and brand advocacy for the other customers, which is for the lowest cost you will reach multiple people.

In it, the Best in Customer Loyalty Framework works across three key pillars that we define here. It is the novelty and recognition, which is appealing to the mind. What is the moments of spark joy through force of reinforcement being a part of something extraordinary. Then of course, as most of the loyalty programs are working properly fine, is providing economic and practical incentives across internal and external offerings. The utility appealing to the valid. It’s a very important one, very much driven. The third one is the community and belonging, where the general connectivity, authenticity and trust between customers and the brand. The question is, this is really great, this is a really important, but how has been applied to the different industries? What could be the most used industries in these pillars? This is just an overall view of what happened in the world. For example, travel and hospitality is more for the novelty and recognition because they are looking for memorable experiences. When it comes to the hospitality industry, it’s all about the experience. It’s getting you better, you get an upgrade, whether you get a better room with a view. And a similar one for the financial services, if you think about it. In financial services, you may think about it as about utility money, but on top of it, financial services is also looking for what do I get the information, where do I get the best white pages before the industry is coming? What do I have to be at the moment of the instant positive reinforcement that I’m doing something and I’m getting really value out of it because I’m part of a recognition. Another aspect of this one is retail, food beverage and financial services again. Financial services because you want to get your wallet, you want to get your money coming from what you are being part of this group. For the retail, simple rewards, big wins. In retail industry, loyalty programs are usually all about points-based systems where customers earn rewards for every dollar spent, spend some monies, get some amount. And it’s also in some cases also for the travel and hospitality. Imagine the airlines are giving you the miles which you can use afterwards to get another ticket. Food and beverage, especially when you get a coffee and you get points and you can get again lots of perks around it. So this is about the utility. One might think about what is community and belonging, an example. Services and luxury brands. It’s about belonging to a specific exclusive club where it is you’re part of it and that is the value you are getting from the loyalty brand. Also for the services, membership and exclusive access is the important one because they are focusing on providing customers with exclusive access to services, special events, personalized experiences. Unlike retail where the rewards are usually product-based, service-oriented loyalty programs aim to enhance the customer experience. It’s all about the experiencing why am I belonging here. You may ask then, okay fine, what are the best in class loyalty program experiences that we are talking about? These are very well known names. I’m pretty sure that you’re one or other that you can also think about it. But these are just examples where we can use best in class loyalty program experiences. Starbucks, in one part for the mind, one part for the utility. Part for the mind, Gimmafide campaigns, multiplier events and bonus point challenges via the app so that you can instantly be part of a game and get more points and with your more points, go to the utility, get a free Starbucks, a coffee. Marriott is using a flexible earning and redemption where they can use it for booking rooms, tours, services, partners they are using it. Not only in Marriott, other partners they are using it. Similar to the partnership with for example Delta or other airline companies where you can collect points in Marriott and you can forward to the other partners where they can be used. So this is a common partner ground they have. This is not only with one loyalty, but the partners they are extending. We come to that point. Sephora is looking for the community forums, which is important to Sephora is that not the brands are telling the members what to do, but the members educate each other. So that they can enable their systems that the users can post what they think is important. And this gives us the idea of how can I create my system so available that they can have come, they can put their input in it and I can still overview what’s going on in the social media and also my systems. These are just a few points and now coming into it. These are the three items. But what are the dimensions brands can lean into to amplify their loyalty program? We’re talking about it with the industry, what they are doing, what else we do. This is just a few ideas what could be fitting to utility, novelty and recognition, community and belonging. Now, thinking about that, what is the most important thing that they are going into a loyalty program? Transparency and accessibility. It needs to be fine. It needs to be understand correctly, clearly, and it needs to be accessible. And when it is transparent and accessible, I need to know what I am going to have from this offerings. What will be the body proposition across brands end to end experience? Why am I going to be part of it? Again, it’s not applicable to all the loyalty programs, but when it is, it is a very, very effective partner with the partner benefits and offerings. Remember, I was referring to Marriott, for example, I do it by my personal experience. I’m a Marriott member, but I can collect the miles when I’m staying in the Marriott hotel and I can give it to Lufthansa as a miles. This is the partner connection. Flexible earnings, redemption of benefits is again, a very vital phrase to earn and redeem. Loyalty currency across the customer journey and channels, not only using my products, but my partner as well. Then comes to the interesting part, gamified experiences. Everybody wants to have a laugh, to have a small game somewhere or somewhere to just, you know, have an idea of people come by something novelty, something interesting to be part of it and recognize in the end, if you’re really doing good. Integration of intermittent reinforcement tactics to motivate and reward loyalty program participation, which is saying that you are really doing good. You are beating this program, the other members at this level of recognition.

The second one is status, value and exclusivity. We all want to have to be acknowledged that I am a great customer to you. I’ve just bought so many things from you, or I’ve just been using your services or I’ve been into this program. So acknowledgement of recognition of VIP customers to encourage deeper spending and engagement with the brand. Then comes to the community and belonging and other level, commitment to brand mission and values. Until now, we’re talking about loyalty, but now if the name comes brand mission. So it is about coming on the brand values. Where might belong to it this one. Dedication towards the causes the brand serves and consistent alignment with customer value. And on top of it, social forums and events like channels and opportunities for like-minded collective to share their sentiments and experience. These are the ideas what they can do with the loyalty program. What are the dimensions? These dimensions are really great. They are in utility, novelty and community and belonging. But what are the customer user stories that I can add to it? Use cases.

Advanced and personalized loyalty customer experience is across three key pillars. We have identified 11 different use cases. The most important one is targeted loyalty. The most important one, sorry. The first one is targeted loyalty program messages. The target relevant messaging for the royalty involvement based on look like modeling via paid along channels. I will not go through it. I’m just taking the first one in every item. You can take a look at the list afterwards and then take a look at it how it’s been filled into your system. We will talk about it in how to be fulfilled in these use cases with the ÃÛ¶¹ÊÓƵ solutions in the next customer journey exam. In novelty and recognition, we’re talking about tier specific exclusive benefits. Means you know your customer, you have tier specific segments and segment specific communication and you can give them that when they have it and the right time, the right content. Because again, the targeting as well. In the community and belonging, there are levels of doing it. Just personalized clientele in retail business. Customer support is the very important one. We all know that in digital world, we have nobody to discuss to sometimes chat box, sometimes call center, but we are looking for is an overall view. How do they see me and 360 view of the customer so that I don’t really need to explain that each time we have done. And this is the one the personalized customer support for me. And if I’m part of the loyalty one, I was expecting real one level higher. And engaging content on community portal is just saying that like minded people belonging to this brand wants to engage information and they deliver relevant content consistent. We have managed before personalized user generated content is also very important because this is somebody is advocating for you in the social media in the owned or paid channels. As I said, there are 11 use cases spread into these three dimensions and it is very easy if you can use one of them or you can use a combination of them to ensure that loyalty is enriched and your customers are being covered that coming to a customer journey example. As I said, there are so many industries here, but most of the industries are much the items are acquiring and and nurturing and going to the advocacy. In this example, we are going to use a retail example. But you can always use it as a part of your company. And thinking about Allison, a repeat customer, but not yet loyal to program member, and an omni channel shopper in store desktop app, wherever he she has access, she wants to buy something. So you want to attract them but targeted enrollment email with exclusive access. See his email and sign up for loyalty program to receive early access to inter collection in fall, which is giving you the first second and the six use cases that we are referring to from utility and the novelty recognition. And then some times later, real time loyalty benefits messaging and display. So the system says that if you’re going to be one of us, if you want to be my loyal customer, you’re going to have lots of benefits. Something like signs up and some lifestyle preferences. And he’s going to be she’s going to be loading in his her press preferences into the system so that the system understand actually, she likes the puffer boots or anything like this. And then the exclusive loyalty program by no pay later options, for example, this coming in. In winter comes next season, personalized lifestyle email, just like receives an email to trade in all the winter code for the points towards recommended quotes from her favorite design. Because we know what she bought. We know what’s the design, the preferences are, we know where she was looking in the digital and also in desktop app. Or even you can collect this information in the in-house in store and get it to into the platform into the ÃÛ¶¹ÊÓƵ platforms. Then comes the end of the winter, then it is geo targeted push and in store clientele. At the mall, she receives a push saying that winter puffer coat is in stock in our size, and she goes to the costa. Remember that we talked about most of the generations are thinking about I want to have it on place, I want to do product in stock. So this is also helping her saying that, okay, if I go now in the store, I find it. And then store associate looks at it and she’s like, you’re part of the loyalty member, then mentions about three items that she can have. Couple of things in the spring comes, can provide reengagement email because she wasn’t engaged for a couple of months then. If you’re joining us right now, email for exclusive double points stay and she just a little 190 points away from the next year. So that she knows that if I buy just a small one, I’ll be in the next year, I’ll be exclusive rights. While we’re with the exclusive rights, it’s going to be personalized customer support for next specs action, calls dedicated gold support line and associates invites her to the next new exclusive events. And then this is customer journey is being new. The next level is tier specific event and community portal. She reached a new tier and then after intending the show, she can go to the tier community portal, recommends groups based on past behaviors and lifestyle. Even shares her own pictures, assets, ideas, recommendations. This is the good journey and this is below is the hub use cases are fitting into in three different pillars. You may ask fine, but how would you do that in the key capabilities to activate advanced personalized loyalty experience? We have an ÃÛ¶¹ÊÓƵ divided into three views. There are seven capabilities to support use cases bucketed into three sets of border capabilities. We also include this loyalty management here because the management of loyal rewards, earning and redemption integrated in your other parts and integrated in other information. It’s platforms you have, but we can it’s a partner agnostic and we can include it into this data into our systems. If you look at the data insights, holistic loyalty profile is the 360 view of loyalty member. Real time segmentation is about creating scalable audiences in real time CDP. Then cross journey insights, deeper insights of top customers across channels, across different jobs in store, on app, website. Where do they doing it? Audience sharing is this we could talk about the partners. How am I going to change it to data between loyalty partners? Because I’m not alone in this business. I can get the data from my partner. These are the data getting to know who to reach it, where they are, what they are doing and insights. Then I need to reach them with the content and then I need to create the relevant content at the right time for the right segment, right for audience. And it is the content supply chain.

So the tailoring experience is where to reach them. Closing the loop. These are the key capabilities to activate advanced and personalized loyalty experience. We had talked about the use cases, where the use cases going into the customer journey. What are the key capabilities we have? And these are where we are going to be able to reach them. We had talked about the use cases, where the use cases going into the customer journey. What are the key capabilities we have? And these are where the user stories are landing into. Use cases are landing into, sorry. You see that not everything belongs to one thing and wanting only. It’s been spread to different capabilities of different availabilities that we have in our tools and system. For example, holistic loyalty profile is helping us personalize offers, product recs and content. Omnichannel earning and redemption. Tier segment specific communications. Personalized clientele and customer support. Because it’s collecting of the loyalty profile, it’s creating the view of who the customer is. Once you know the customers, you need to have the segmentation. Why do you need segmentation? Because you want to have targeted loyalty program messages. You want to have personalized offers, product recs and content. You want to know tier specific communications with this segment. Again, gamified campaigns is not for everyone. Maybe only for one segment who is really interested in seeing this. And personalized user generated content. I have the profile. I have the real-time segmentation. But where am I in my insights? What is going on with my customer journey and how can I see it? Then it comes to omnichannel earning and redemption. Customer journey insights. To see that personalized clientele and customer support. Is it working fine? Is it showing me the reason where they are going, where they are not going? Engaging content on community portal. Are they engaging? How much do they see? What do they do? Personalized user generated content. What am I going to look at? Are they looking at one or the other? A-B testing for example. What are the reports? Then comes the, these are really ones that I have partners. I have partners where I have data for my loyalty consumers. Where they can take a look at what’s going on with my loyalty programs. What’s going on with my loyalty customers. What they can do about the persons who are my partner might be also in my program. What are their values are? By the audience sharing, you can activate the use cases. Targeted loyalty program messages. Loyalty program value communication. Personalized offers. Personalized clientele. These are the data and insights. I’m okay with the data insights. Now, I want to create the content and supply chain. Then I have to be creating value for communication. Loyalty program value communication. I need to personalize offers. I need to create content for them. Again, tier specific, gamifying campaigns, engaging content and personalized user generated content. Everything is fine. I have the data insights. I have the content supply chain. How am I orchestrate this on the channel? How can I know that it is the right channel at the right time? This is coming again in the omni-channel orchestration. Where it is being defined in targeted loyalty programs, loyalty program value, personalized offers, tier segment and gamified campaign. Loyalty management is part of it. Might be not part of the ÃÛ¶¹ÊÓƵ solutions, but it’s also helping you to understand tier specific benefits. Gamified campaigns, personalized clientele and customer support. Customer support could be different. But all these data can be combined together and give you an overview of how the customer is reacting. Let’s take a look at all these six items that we have been speaking to. Holistic loyalty profile provides a customer and a comprehensive view of loyalty member. Our objective is developing a full understanding of loyalty member. In order to leverage rich customer data and identify a solution to allow a hyper personalization, one to one personalization. Everyone needs to be taken into account as they want to be then singled out and then taken care of. What are the solutions that we have? Customer data ingestion, customer attributes, behavioral, transactional and audience data across channels and devices. API, SDK and understand all aspects of customer loyalty in your systems. If it is being connected, then I need to have make a this is the ingestion. Then I need to make an identity collection, ingest identity that including standard IDs. It could be standard name spaces, emails, custom name spaces, maybe source from different points of origin. Collect the identity. Then comes a deterministic algorithm to reconcile these all these devices. What the behavior this customer doing in app and identity collection and collecting everything and unified loyalty profile. ÃÛ¶¹ÊÓƵ Experience platform identity graph viewer is giving you this information. Unified custom profile and it goes that identity to activate again one to one. And the key features are one of the few of the key features are custom name spaces, identity graph, API accessible and very important privacy service integration and then visualization and validation. So it’s not only the pure data for the data analytics. You can also visualize what’s going on there. The next one, I know my customer. Now, how am I creating the segments for it? Create the objective is creating, defining and scale audiences from real time to profile for activation across journey. I need to create my own segments and to understand what’s going on with the the seconds. How am I addressed? Aggregate using aggregate functions, containers and schedule dates and merge policies. We can build segments across attributes, events and existing audiences. You can you can really create a very powerful segments, even using the AI to create for your segments to see which sentence I want to reach. Forecast and validate. You can prefer size sample profiles and evaluate segment logic via code view or even via access API. So sit on the fly to have to see what the segments are doing. And also, there’s just the biggest one is I’ll see is into the UX. So this is a searchable interface and with a drag and drop functionality to design segmentation. Again, it helps you to the people sitting there and understand without really going deep into the code intuitively can create segments, which helps real time activation of loyalty experiences and increase marketing efficiency by allowing non technical user to create complex and effective customer segments. Key features coming from experience platform segment building are the multi dimensional logic that emerging policies and configurable evaluation code view and API access if you want. We have the we know our customers, we create the segments. How am I going to have an insight who can provide intelligence to increase loyalty member acquisition? You know your native members, but you have to understand what they are doing in the system. So the understanding of loyalty members to nurture other than non loyalty program customers down the same path and predict term. For that, we can merge and combine data sets on the channel data sets, including offline. Remember the shops and offline stuff across a common ID into a single data group with a unified schema. So you can have collect everything in a schema to understand what the customer is doing. Intelligence applied to the data to explore attribution, specialization, first in session event filtering, and understand all the factors contributing to the cost outcomes of your customer base. And of course, in an very important part is reporting and visualization. How am I going to report and see what the customer’s flow is? Where do they have the breakpoints? It is so many pre built reporting visualization available, but you can also create your customers of isolation, leveraging a drag and drop interface complaint compelling on the fly analysis. Therefore, you don’t really need to be a technical person, you can really intuitively build your own reports from the data sets available. It will improve the loyalty member acquisition, and then to check that where do you really address where they are pulling in, where they create the turn, where can you see the pain points and find solutions for it. For this, we use a customer journey analytics workspace, which has the key features of online or final analysis, important collecting all the data, complete customer views, and out of the box AI and machine learning models. It’s been improving every day. It’s really helping out to understand what’s going on with the systems. We have these insights, we have the segments, we have the customer. Next step, we talked about the partners. How can I, sorry, how can I see audience sharing with my partners? The first of most of all, what I need the objective is share audience between loyalty program partners to enrich customer profiles for enhanced personalization. It says too much, but the idea is the following. If you have the complementary partners in the business, and if you want to just, you know, one click to share the segments with them in order to understand where they do their behaviors in the other systems, this is where you do it. Data partnership agreement initiate a two way handshake to be shared audiences in line with the data governance and customer privacy measures. So all the rules and data usage and the consent rules, like marketing use case in order to maintain customer trust and compliance. So this is going to be like that you are defining what you want to share and what you’re not. Customer overlap allows you to view audience overlaps in real time to gain key insights about the audience segments. Increasing decisioning, to increase decisioning time to market with automated process. And intelligence applied to the data, there’s so much data, we all know that how big is the data profiles that we have. We have new segments using the shared audience membership data to develop lookalike models based on seed audience for prospecting and for future loyalty customers. Excuse me. This will have the impact on expanded customer data and improves personalization richness and helps acquire new customers. This is not only for your loyalty, but for your future as well, because you are looking at the loyalty members of your partner, which will help you a seed. Now I have the data, I have shared my segments, I have shared with my peers. Now, what is the content? I need to prepare a right content for this loyalty members or for my targets. Content submachine centralized management enables production of high quality assets at scale to tailor content for loyalty members. Which means it helps the solution helps you for the planning, production and delivery and measurement. Planning streamline coordination between teams and provide a holistic view across resources from strategizing and budget to planning and briefs. The loyalty spans many, many, many stakeholders inside the company. So with the help of work for project management, you can coordinate who is doing what, when is it, and then to have a view of the planning and a good understanding where in the process you are then producing all these assets. Content creation via quick feedback distribution and automation of highly repetitive tasks helps you to understand, go to the time to market easily. You can add intelligence on it. We have AI and machine learning on that one as well. So introducing that, how can I create more assets out of it? We can talk about it in other, you can take a look at the other webinars from this for the Gen-I and everything, Gen-AI and everything. And then delivery and measurement. It’s been created. It’s been planned. How am I to deliver and then measure what has been used, how it’s been used. Automated asset version and repurposing and tracking performance insights increase speed of the experiences and allow for measurement and optimization. We are talking about work front and AM sites here, which increase the, which follows the key features of digital asset management, content management system, resource management, task automation, and everything that helps you to do your business in a short time, effectively with low cost. We have the content, but the customers are everywhere. I have data. I know to whom to reach. I have the content. I know what to look for. I know where their pain points are, but how am I going to reach them on the channel orchestration? This delivers meaningful experiences at the right time via the right channel. Because this is also important. I know my customers, I know their channels and everything. So my objective is to deliver relevant experience to the loyalty customers through their preferred channel at the right time. Channel management, streamline workflows for selecting the loyalty audience, activating against any available channel. Could be anything. Emails, push, SMS in journeys or cutting your person’s preferred channel. What’s up, for example. Timing to an AT. So execute scheduled campaigns when to have it at the right time. Excuse me. Exist scheduling it, preparing for it. But let the system to do it for you. Real time, one-on-one attractions and broad messaging. And it’s all go type of communication through one application. Then decisioning and personalization. Even you are having a lot. You’re having this. Everything is ready. You know how to go. But you can allow centralized and creation and management of offers as well as definition of their rules and constraints. You can combine all the systems together and say that this is my personalization in my messages, in my campaigns for these segments that I’ve already been defined. This will have an impact of delivery of personalized interactions to customers in the right channel at the right time. That makes them feel known from the brand. The key features are campaign orchestration, offer management, personalization library on top of it. And then, of course, SMS authoring and reporting as we know that people are using more SMS than everything. So this gives us an overview of how ÃÛ¶¹ÊÓƵ could help you reach a loyalty program to covering from data insights, content and at least on the channel orchestration. Thank you very much for joining me in this webinar. This is the end of my slides. We can continue with the questions and answers if you have.

Thanks, Edith.

That was very insightful. I can’t see any questions in the Q&A. Maybe we’ll wait one or two minutes to see if some questions are coming in.

Thank you very much. No question. There will be a quick two question survey to get your feedback and help us to share your sessions. Thanks. You can see it on the screen. Thank you again all for taking the time to join us today. Thanks, Edith, for showing all the loyalty customers. And we hope we will have your company in the next webinar. Thanks again.

Thank you.

Thank you.

Bye, everyone. Bye, everyone. Thanks, Edith.