How does it all come together? Deliver dynamic digital capabilities as a service

to delight consumers.

Accenture strategic consultants help clients design consumer experience journeys to meet their specific business goals. We can complete the puzzle of consumer engagement, connecting enabling technologies to one another and the consumer data source and complementing existing components to fill any gaps. Our BPO professionals then manage the processes as end-to-end services, freeing up the CPG professionals for more strategic and differentiating capabilities.

COnsists Of: • SaaS • Pre-configured assets • Partnership with vendors • Analytics as a service • Consulting / outsourcing

+ +COnsUMER EXPERiEnCE

JOURnEY DEsiGnEnABLinG

tECHnOLOGiEs

Delivering enduring consumer relevance and return on investment at scale.

CPG companies today must change their perspective—perhaps realign operations—to economically meet rising demand and diverse consumer needs worldwide and seize opportunities in the new marketplace, where consumer relevance is king.

In this environment, companies need to provide seamless, relevant multi-channel experiences, leveraging digital and social capabilities and consumer analytics to sustain brand awareness, attract new consumers and develop loyalty programs.

this closed-loop multi-channel approach starts with the consumer and works backwards, and is enabled by leading digital technology and new capabilities.

CONSUMER DYNAMICS CHALLENGES FOR CPG COMPANIES

Are digital, social, mobile

Tight margins

Anytime, anywhere shopping

Increased competition

Expect customization and relevance

Need to know consumers deeply

KEY sERViCE COMPOnEnts

Interaction Mgmt. Services

Supporting Services

Core Campaign Services

Operating Model

Analytics Services

Change Mgmt.

KiOsK

INTERACTIONS BACKED BY CONSUMER DATA

COnsUMER DB

COnsUMEREnGAGEMEnt

CEntER

AnALYtiCs

WEBPORtAL

eCOMMERCECALL CEntER

cRMsOCiAL

MOBiLEREtAiLER

CHAnnELs

tECHnOLOGiEs

CHAt

eCOMMERCEKnOWLEDGEBAsE

DiGitALCOntEnt

MAnAGEMEnt

sOCiALEnGAGEMEnt

MOBiLitYCOUPOninG& LOYALtY

CROss-CHAnnEL CAMPAiGn

640% 27% 166K+ 12% $180M

15% $10M 2,000+ 30% 1.2M

EnGAGEMEnt inCREAsED REVEnUE innOVAtiOn REDUCED COst CRisis MAnAGEMEnt

Friends recommend product.

Consumer visits product online.

Company identifiesconsumer interest.

Company saves purchase and interaction history.

Company combines purchase history with segment analytics to identify products she may like.

Company sends consumer tailored email offer based on preferences.

Consumer receives eCoupon for product discount.

Consumer seesproduct in store.

Consumer purchasesproduct.

Consumer purchasesproduct.

Consumer

Consumer

@

Consumer purchases more products.

Design end-to-end consumer experience journeys to achieve specific business outcomes:

reduce operating costs, increase revenue, drive innovation, improve engagement, enhance consumer experience.

ACqUIRE NEw CONSUMERS

INCREASE CONSUMER SATISFACTION

LEvERAGE CONSUMER INNOvATION

DEvELOP BRAND ADvOCATES

DRIvE DIRECT-TO- CONSUMER SALES

INCREASE SALES THROUGH eRETAILERS

Unknown > qualified: turning non-registered into qualified consumers to sell or upsell and serve better.

qualified > Advocate: identify brand advocates to drive ratings and reviews while building loyalty.

Complaint > Upsell: increase consumer satisfaction score by delivering an additional value.

Trialist > Repeat: Deliver personalized consumer experience to increase usage, regimen or purchase frequency.

Consider > Trial: Deliver seamless experience to consumers across touch points to increase sales at retailers.

Insight > Innovation: Understanding multi- channel trends to drive product innovation.

increase in consumer engagement in one month.

eCoupon redemption rate.

new product and experience ideas.

of calls shifted to social. Eight times cheaper.

saved by averting 10% fall in share price.

increased satisfaction with online communities.

net benefits from new community credit card.

successful arrangements with innovation partners.

reduction in contacts with peer-to-peer support.

negative YouTube video views forestalled.

Deliver business outcomes through Accenture Perfect Consumer Engagement.

COnsUMER EXPERiEnCE JOURnEY DEsiGn

EnABLinG tECHnOLOGiEs

KEY sERViCE COMPOnEnts

+ +

PRiCinG: • Per user per month • Transaction based • Value based