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Epic machines in the digital age – client communication today

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What do high-performance inserting machines and interactive videos have in common?
Our industry is based on the combination of high-performance hardware and innovative software targeting high quality and efficiency in customer communication. Today more than ever, businesses are facing the challenge of consequently addressing their customers using the respectively preferred channel with personalized, context-oriented messages. The individual messages and the reactions of the customers need to create a mutually beneficial dialogue. This way, companies can secure consumers’ loyalty in the long run. At the same time, the Internet of Things creates new potentials for the manufacturing environment. Marc Hirtz and Manoj George elaborate on how businesses connect digital and physical communication by combining location-based services, interactive videos and high-performance machines – for the benefit of everyone.

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Epic machines in the digital age – client communication today

  1. 1. Epic Machines in the Digital Age – Client Communication Today What do high-performance inserting machines and interactive videos have in common? Hunkeler Innovationdays 2017
  2. 2. “Not the strongest or most intelligent species will survive, but those who are able to adapt the fastest“ Charles Darwin
  3. 3. Digital Transformation: How do I adapt? “We get that things are changing. What we need to know is how to change… and what exactly we need to do.” Altimeter Group Research
  4. 4. Context-aware messaging Digital Transformation: complexity increases Digital once meant efficiency. • Reduced printing costs • Automated workflows • Self-service culture Productivity IoT Now it’s about experience. • Customer knowledge • Customer engagement • Customer relevance
  5. 5. Mature 21% 6%5% 17% 20% 31% In preparation Pilot phase Not started Advanced Established Digital Transformation has not yet penetrated all corporations Source: Alimeter Group Research Pitney Bowes | Feb 2017
  6. 6. A sound strategy enables a customer-oriented culture & processes Lift in engagement Greater satisfaction Increased sales 75% 63% 49% An active digital transformation strategy leads to: Source: Altimeter Group Research. Pitney Bowes | Feb 2017
  7. 7. ®
  8. 8. Easier to connect the latest technology
  9. 9. How IIoT drives value for our clients Our clients become more productive With the Industrial Internet of Things… Pitney Bowes becomes more efficient We are changing our client conversations Pitney Bowes | Feb 2017
  10. 10. Support hardware through data Clarity enabled service to quickly identify the root cause of machine jams.
  11. 11. 11 ®
  12. 12. Redefine the video experience by evolving to interactive videos Traditional Video Everyone sees the same. Personalized Video Each viewer sees their own video. Interactive Personalized Video Each viewer sees their own unique video experience. Pitney Bowes | Feb 2017
  13. 13. EngageOne® Video Impressions Personal and language-sensitive greeting 13
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  15. 15. 1:1 CUSTOMER INTERACTIONS Real-time content tailored to individual customer needs INTERACTIVE TWO-WAY DIALOGUES Customer defines own journey in real time ACHIEVE COMPELLING RESULTS Higher click rate and view time EngageOne® Video – The video revolution is here Examples of results from companies using EngageOne Video. +25% On-time payments +72% Customer Sat. NPS +44% Boost in sales
  16. 16. Data drives real-time video experiences Pitney Bowes | Feb 2017
  17. 17. 17 Personal, language sensitive greeting Payment summary overview Up-sell recommendation Call to actionViewer-selected service charge drill down Video bill explainer
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  19. 19. Combined cost-effectiveness of email, web and mail with personalized interaction Vastly superior results EngageOne® Video Mass market strategy • 1:1 personalization • Two-way interaction • Real-time updates • Measureable results • Focused on engagement and ROI • Low cost per contact • Scales easily • Focused on awareness • More revenues • Lower costs • Greater engagement • Increased satisfaction • Higher lifetime value 19Pitney Bowes | Feb 2017
  20. 20. IIoT solutions connect data, machines, people and processes to drive operational performance
  21. 21. Key success factors for client communication today 22 Physical & Digital Connection of communication Individual Context Personal and context-aware messaging Customer knowledge Customer engagement Customer relevance Single Customer View Understand requirements and preferences Pitney Bowes | Feb 2017
  22. 22. 23 Manoj George Sales Director Central Europe Pitney Bowes Deutschland GmbH Marc Hirtz Vice President Software Solutions Pitney Bowes Deutschland GmbH