In an increasingly challenging digital economy landscape, and with data breaches making the headlines recently, we explore how customer identity management is critical and where it sits - for businesses striving to deliver great customer experiences. The panel discussion comes complete with real-life examples and success stories, statistics, and a peek into the future with AI and much more. For more info, visit: https://www.hybris.com/en/products/gigya

1. Thursday, 26 April 2018
TJ Chandler | Kosta Triantafillou | Claire Bertolous | Rita Marini
Virtual Master Class Series:
How to create a frictionless experience

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Meet the speaker
TJ Chandler
Managing Director, APJ,
Gigya, now a part of SAP

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Meet the speaker
Kosta
Triantafillou
Center of Excellence for
Marketing Solutions, APJ
SAP Hybris

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Meet the speaker
Claire
Bertolus
Digital Product Manager,
Australian Broadcasting
Corporation (ABC)

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Meet the moderator
Rita Marini
Sr. Director, Head of GTM
Marketing, APJ & GC
SAP Hybris

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Some housekeeping information before we start…

7. Facebook privacy & Cambridge Analytica
It’s no secret that Facebook tracks user data, as anyone who has seen an add related to a topic they
just posted about can attest — but the alleged illegal data mining of as many as 87 million users that
was acquired by Cambridge Analytica is raising new concerns about the security of personal
information stored on Facebook.

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Why is customer identity management
strategy important? Where does it sit in
the whole notion of delivering great CX?

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LOVE Digitised Survey
TOP 4 REASONS CUSTOMERS BREAK UP WITH BRANDS
78%
Use information
without knowledge
73%
Unresponsive
customer service
49%
Spamming
unnecessarily
60%
Makes mistakes
more than twice

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What does Gigya do?

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Customer Identity Management Platform
IDENTITY
Registration-as-a-Service
Social Login & Biometrics
Federation & Single Sign On
CONSENT
Preference & Consent Mgmt.
Self-Service Preference Center
ToS Opt-in Management
PROFILE
Identity Exchange (IDX)
Customer Insights
Governance

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Claire, can you share more about ABC
and its current customer identity and
access management strategy?

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How does ABC think about a
single customer view? Especially with so
many properties and content across
video, radio, news, etc?

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TJ, what about consent management?
How can organisations start especially
since regulations like #GDPR is taking
effect soon?

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Privacy Regulations are Everywhere!

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What is your advice to any organisation
who is looking to deploy customer
identity management strategy?

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What does a perfect marketing
look like?

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PHYGITAL

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Just ask Peter:
Seaching for running shoes. Signs up for the newsletter Peter is nurtured Peter sets appointment the store clerk can offer relevant shoes
Peter makes the purchase,
receives an thank you email
Peter starts his training and
monitors his performance on the App.
The app detects patterns and
identify improvement areas
premium
version
Hybris Marketing sends a push
notification to upsell premium version
Peter outperforms his goal Peter receives a celebration
message
Peter share through social
media
The brand likes his post and
congratulate him
Peter has become a loyal
customer

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Why is #context important?

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Let’s talk technical, how does Gigya
and SAP Hybris Marketing solution
work together to enable contextual
marketing?

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Consumers are in control
Consumers
demand more
transparency and
control
68% of consumers are concerned with how their data is being managed

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Telling the story – position Gigya alongside, show the value
SAP Hybris Commerce Gigya
SAP Hybris Marketing
Identity
Delivering a
seamless,
frictionless
experience
across buyers
journey
Consistently capturing
identity, consent and
preferences
Blending with context for
personalization and a trusting
and value-based engagement
The Frictionless Experience

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Now, AI. Where do you see this play a
part in delivering great CX? Is this just a
trend or will this be a key requirement for
marketing moving forward?

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SMART DECISIONINGPERSONALIZATION
AI Enabled Marketing

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Claire, how are you looking to
improve customer experience for
your audience?

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What are your predictions of
marketing five years from now?

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3. PHYGITAL
2. PRIVACY
1. MOBILE ONLY
What Does The Future Hold?

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Q&A

31. Thank you.
Contact information:
Rita Marini
Sr. Director, Head of GTM Marketing, Asia
SAP Hybris
rita.marini@sap.com
+65 965 33 151