Digital, social and mobile technologies have primed consumers to expect convenient, personalized interactions and fast, easy access to information. IBM Consumer Insights and Engagement integrates consumer data, analytics and marketing systems of engagement. For more information and to see how companies are using predictive analytics to engage customers and drive results, visit: http://ibm.co/consumeranalytics

1. © 2015 IBM Corporation
Consumer insights and engagement
Delivering a differentiated brand experience
with precision marketing—driven by predictive analytics

2. © 2015 IBM Corporation2
Challenges to consumer engagement success
 24x7 availability of product information means
consumers can easily research and compare
products and prices
 Social media provides a constant outlet for the
voice of the consumer
 Mobile is the fastest-growing purchase channel
and is driving higher consumer expectations
Digital, social and mobile technologies have primed
consumers to expect convenient, personalized
interactions and fast, easy access to information.

3. © 2015 IBM Corporation3
Micro-segmentation
Gain deeper insights and business intelligence to create
personalized, rewarding consumer experiences
Mass personalization
Consumer relationship evolution
This “segment of one” approach enables deeper understanding,
helping you convert visitors into long-term, high-value consumers.
Individual

4. © 2015 IBM Corporation4
Interaction
point
Purchase and
communication
channels
Consumer
intelligence
Personalized
marketing
Who am I?
What do I want?
When do I buy?
Where should I buy?
Who should I target?
What should I offer?
When should I offer?
Where should I offer?
Micro-segmentation is the foundation for personalized and
optimized marketing
Demand
moments
Engaging the consumer in a more direct one-on-one relationship
provides the opportunity to drive loyalty.

5. © 2015 IBM Corporation5
Dramatic forces across the industry require new approaches to help
maximize profitability and ROI
To see how today’s consumers want to engage, click here to view
the IBM infographic Brand enthusiasm: More than loyalty
Traditional analytics can tell you what
happened and why, but leading organizations
are using advanced analytics to understand
what could happen and to choose the next
best action.
Marketing leaders are looking for
solutions that provide all the
available consumer data and the
advanced business analytics to
market with greater precision.

6. © 2015 IBM Corporation6
IBM® Consumer Insights and Engagement integrates consumer
data, analytics and marketing systems of engagement
 Integrate all consumer data sources to create a unified view
of consumer behaviors
 Utilize predictive analytics across the enterprise to nurture
the consumer journey and power more personalized and
timely interactions
 Deliver personalized, contextually relevant marketing messages
across all channels
 Personalize consumers’ experience across all mediums:
web, social, call centers and more
It enables the ability to engage consumers at
any point in time with messages reflecting the fact
that you really know them personally and
individually.
For more information and to see how companies are using predictive analytics to engage customers
and drive results, visit: www.ibm.com/analytics/us/en/industry/consumer-products

7. © 2015 IBM Corporation7
Drive brand loyalty and
consumer engagement
Leverage existing capabilities
without constraining
future flexibility
Take advantage of new data
sources for differentiation
Deploy capabilities in an
agile, cost-neutral way
The IBM Consumer Insights and Engagement difference
A unified view of the consumer fuels insights for personalization. Integrated
consumer data provides new insights to deliver quantifiable business results
while improving the brand experience.

8. © 2015 IBM Corporation8
Capture and collect
Data collection delivers
an accurate view of
consumer transaction
attitudes, opinions
and preferences.
Analyze/predict/target
Advanced analytics capabilities enable
brands to more effectively target consumers
for interaction, increasing response rates,
driving purchasing decisions, improving
results and enhancing the consumer
experience.
Execute and empower
Targeted and customized
interactions are delivered
through appropriate channels
at the brand’s discretion or
on demand.
Drive precision marketing with a high-performance consumer insights
and engagement ecosystem
Advanced consumer analytics
Robust data
collection
Highly
personalized
consumer
interactions
Statistics
Optimization
Data
mining
Text
mining

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More effective and
efficient marketing
Improved transactional
results
Strong consumer
relationships
Enhanced top- and
bottom-line results
Distribute highly relevant offers
across all channels, including
digital, mobile and social.
Understand consumers in the
context of their individual
relationships with your brand;
predict which consumers are at
risk of churning and why, and take
proactive action to retain them.
Engage with consumers through
the right channel, with the right
message, at the right time.
Measure consumer sentiment
and spot emerging trends in
social media and survey data.
The IBM Consumer Insights and Engagement difference

10. © 2015 IBM Corporation10
Transformational stages
Build a
consumer
information
foundation
Understand
consumer
purchase
behavior
Optimize multi-
channel
interactions
Fully integrate
marketing, sales
and service
Value
Maturity
Manage data
Optimize
outcomes
Personalize
marketing and
outreach
Becoming consumer-centric: How will you get there?

11. © 2015 IBM Corporation11
Global beverage company
increases brand advocacy and
improves marketing
personalization and relevance
Challenge
• Aggregate numerous silos of consumer
and market data for a comprehensive
and trusted view of the consumer
• Leverage consumer behavioral insights
to increase loyalty program membership
Benefits
• Improve marketing effectiveness with
more real-time, relevant global
consumer communications; double
loyalty program membership
• Design and execute localized
promotions more efficiently with
improved returns on marketing spend
• Cloud-based solution for fast time to
market and scalability1111

12. © 2015 IBM Corporation12
Luxottica applies 3D actionable
consumer insight to track,
segment and score consumers
Challenge
• No integrated consumer view
• Multiple analytical approaches
• Costly service structure
• Slow to insight and action
Solution
• Consumer Insight Appliance: IBM®
PureData® Solution for Consumer Insight,
powered by IBM Netezza® and Aginity
Benefits
• 10% anticipated improvement in marketing
effectiveness
• Intelligent, self-serve marketing
• Identify highest-value consumers out of
nearly 100 million
• Target individual consumers based on
unique preferences and histories

13. © 2015 IBM Corporation13
To see how today’s consumers want to engage, view the IBM
infographic Brand enthusiasm: More than loyalty:
http://www.ibm.com/common/ssi/cgi-
bin/ssialias?subtype=WH&infotype=SA&htmlfid=GBL03043USEN&att
achment=GBL03043USEN.PDF
For more information and to see how companies are using predictive
analytics to engage customers and drive results, visit:
www.ibm.com/analytics/us/en/industry/consumer-products

15. © 2015 IBM Corporation15
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• Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will
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