1BOXEVER.COM | Hello Boxever

say hello to Boxever

Make every customer interaction smarter

02 03Hello Boxever | BOXEVER.COM BOXEVER.COM | Hello Boxever

Seven years ago we set out to deliver

smarter customer interactions - and game-

changing customer experiences.

We’d come a long way by the beginning of

2018. We were working with some of the

most innovative companies on the planet.

We were processing more data than iTunes

and Spotify combined on their behalf. And

we were just months away from having our

decisioning engine recognised by Gartner.

But nothing ever changes by staying the

same. It was clear there was more to do.

Customers were changing at speed - and

so was marketing itself.

Over the last year we’ve embarked

on a period of discovery. We talked to

marketers, IT professionals, data scientists

and e-commerce managers to find out

precisely what we needed to do to help our

customers lead in customer experience.

Here’s what you told us. Our platform

needed to open up more AI opportunities.

It needed to be as easy for marketers to

use as it was for seasoned IT-types. It

needed more powerful testing, compliance

and governance features. And, because our

technology is no longer the preserve of

just one team in the business, we’d need to

offer improved consultancy and services to

help a range of business teams make the

most of it.

So 2018 became a year of evolution. We

rebuilt our decisioning engine - Engage -

from the ground up, and thought long and

hard about how to push the service we

offer to our valued customers even further.

From a revamped user interface to a new

partnership programme, this document

gives just a flavour of what we have in

store for 2019.

We’re ready to continue playing our

part while you strive to deliver the best

experience in the world, whether you’re

chasing profitable network expansion or

optimising contact centre efficiency, we’re

on hand to support your vision with a

range of tools that help deliver customer

inspiration at speed and scale.

Goodbye yesterday’s interactions.Hello inspiring experiences.

S

I N T R O D U C T I O N

Dave O’Flanagan CEO, Boxever

05BOXEVER.COM | Hello Boxever

A USER INTERFACE FOR ALL

Goodbye endless complexity. Hello joined-up strategyExisting decisioning tools limit access to a select

few. The result? Marketers can’t do what they’re

best at. Teams can’t work together. Campaigns take

months to roll-out.

Engages’ decisioning “canvas” and “workbench”

change all that with an intuitive, structured interface

that empowers everyone to design personalisation

models. Whether using simple tables or drag

and drop charts, all your teams will have a clear

view of how your decisioning is configured. What

that means: closer collaboration between cross-

functional teams on strategy and implementation,

and quicker optimisation and deployment.

Oh, and no need to fret coders: from Javascript and

Python to FEEL and Boxever’s DSL, there’s massive

scope for experienced users under the hood.

AI AT YOUR FINGERTIPS

Goodbye disconnected logic. Hello AIDelivering consistent omni-channel customer

experiences depends on one thing more than any

other: connected AI. But all too often AI is left

disconnected from data and decisioning.

Engage makes powerful connections with all your

AI under one roof. With just a few clicks it connects

your existing or future AI (whether that’s the likes

of TensorFlow, IBM Watson and Einstein or your own

logic) to your personalisation technology.

POWERFUL TESTING

Goodbye fire and forget. Hello build, test and learnWhen you need more data, other tools limit your

choices. When you need real-time performance

updates, they make you wait. And when you need

complete transparency, they hide the full picture.

Engage will give you unparalleled control with

testing, analytics and integrations that allow you

to reduce the testing and deployment cycle from

months to minutes, spot errors and inefficiencies

earlier, and see ROI faster.

Test up to four decision model variants in production

– and three in draft – with A/B/N. Refine strategies

before rolling them out across your customers with

champion/challenger. Simulate how your models will

perform with silent and sample testing. Regardless

of the option you choose, Engage helps you compare

and scale new ideas dynamically, quickly and safely.

You’ll always be sure you’re taking the right actions

with the right customers.

Hello Boxever | BOXEVER.COM04

New era, new product.

E N G A G E , R E F R E S H E D

Engage - our decisioning engine - has been given a radical overhaul. More power. More scale. More speed. More usability. Here’s what to expect with a refreshed Engage.

BOXEVER RECOGNISED BY GARTNER

In 2018, Gartner named us in its first ever

Personalisation Engine Magic Quadrant. It

did that on the strength of the massive leap

forward recent upgrades to Engage made

possible for airline customers. With more than

400 personalisation and customer experience

tools in the market today, we’re delighted to be

recognised as one of the top 18 vendors in the

space.

WHAT IS ENGAGE?

Boxever is a personalisation

platform that helps make

every interaction smarter.

Sitting right at the heart

of that platform is Engage,

our decisioning engine.

It quickly and efficiently

unifies your decisioning

in one place, allowing

you to automate what

actions to take with every

single customer based on

thousands of behavioural,

transactional or operational

data points. It does all that

across every channel in

real-time.

06 07Hello Boxever | BOXEVER.COM BOXEVER.COM | Hello Boxever

A D V E R T I S I N G

Boxever unleashes hyper-effective

digital advertising powered by

automated, precise decisions based

on customer data. Our AI engine

makes your media spend much more

efficient by making sure only the

right customers see your content.

It helps convert bounced traffic by

presenting regular site visitors with

relevant offers elsewhere. And it

helps you target new passengers

by creating “look-a-like“ audiences

based on characteristics they share

with passengers you already know.

M O B I L E M A R K E T I N G

We help you offer value, inspiration

and convenience to customers

through personalised interactions

directly on their smartphone. We

can help you deliver hyper-relevant

messages specific to their precise

location using geofence technology,

too.

D I S R U P T I O N M A N A G E M E N T

Adverse weather conditions. Strikes.

Fuel shortages. Political instability.

Unexpected maintenance. A huge

range of issues can contribute

to service disruption and risk

reputation and relationships. We

help you respond to an issue the

moment it occurs, automating smart

messages and offers to customers to

make sure you look after those that

matter most.

S L I C K , E F F I C I E N T C O N T A C T C E N T R E

Contact centres are uniquely

placed to deliver high-value

interactions. Boxever gives your

agents the insight they need to

make the right calls in less time,

increase engagement and deliver

better results. By integrating with

telephony systems and drawing on

existing and real-time customer

data, it identifies customers that

need priority attention and advises

agents on what they want even

before they call. It makes intelligent

recommendations on the best actions

to take to deliver a smooth, bespoke

service - and help you achieve your

operational excellence targets.

D Y N A M I C P R I C I N G

Looking to maximise revenues by

setting prices based on demand? We

make it possible by allowing you to

automate pricing decisions for each

and every customer based on real-

time customer and operational data.

T U R N B R O W S E R S I N T O B U Y E R S

Looking to turn web visitors into

real, paying customers? We can

help. Whether it’s delivering urgency

messaging to encourage ticket

purchases, recovering sales from

abandoned carts or retargeting

bounced traffic with relevant content

online, we put behavioural and

operational data to work to improve

both engagement and acquisition.

A I R L I N E S P E C I A L I S T S

B O O S T I N G R E V E N U E S

Boxever takes the deepest, most

accurate understanding of your

customers and turns it into product

and content recommendations

that increase ancillary and retail

sales. Our machine learning engine

optimises these recommendations in

real-time so customers receive the

most relevant content whenever and

wherever they’re browsing.

Hello Boxever | BOXEVER.COM06

Reimagining solutions, to customer challenges

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Enhanced expertise for our customers

ACCOUNT MANAGEMENT We established a dedicated

account management function

in 2018. The team works closely

with customers to undertake

planning and conducts quarterly

business reviews to assess

mutual progress, mitigate risk and

identify new growth opportunities

together. It also works hand-in-

hand with Boxever’s product and

customer success teams to make

sure all our work is joined-up and

reflects the strategy we’ve agreed.

THOUGHT LEADERSHIP

To make sure we deliver

excellent support and results

for customers, we’ve developed

a thought leadership philosophy

that is closely linked to how

our products work and what

our customers want to achieve.

Built on best practice and expert

industry knowledge, our initial

focus will be on empowering

customers to use machine

learning and AI to optimise

decisioning and deliver truly 1:1

personalisation.

BOXEVER ACADEMY The all-new Boxever Academy

gives your teams the tools

they need to use our platform

on their own. The Academy

comes in two parts: learn about

optimising the Boxever Platform

including e-learning, videos,

recipes, tutorials and in-app

“live” support; and e-learning

and classroom training to help

you build deeper expertise. The

latter is backed-up by a formal,

industry-recognised certification

programme to help you map skills

development in your organisation.

PRODUCT DESIGN PROGRAMMEOur Customer Product Design

Programme gives you complete

visibility of our product roadmap

and allows you to shape our

platform to make sure it meets

your needs. It offers a simple way

to share ideas, experiences and

insights with us - whatever your

experience level. You’ll get early

access to new features, too.

EXPANDED SERVICES We’re expanding our services

even further to make sure

customers get maximum value

from our platform. In 2019

customers can look forward to:

‒ New analytics that more

clearly show the value Boxever

generates

‒ Recommender and modelling

capabilities

‒ A retainer model for customer

success services that sees us

do the heavy lifting for your

marketing initiatives

‒ Additional “premier” technical

support, including mentoring

sessions

With the introduction of a new

range of Engage features - and

the increasing use of our product

by teams other than IT and

marketing - we’ll be redoubling

efforts in 2019 to provide

additional help, support and

advice to our customers.

Our team of world-class

technologists will be available to

help you achieve your objectives

and use our platform to the best

possible effect. Whether we’re

helping induct regional teams

on how to use the “canvas”

or chipping in to a five-year

personalisation strategy, we’ll

always help you push for more.

We recognise however that

expertise is a prized resource

- especially in an area where

technology is still relatively

nascent and new ideas emerge

every week. With that in mind,

we’ve launched a new partnership

programme that brings a range

of specialist partners onboard

to both help maximise Boxever’s

value and offer wider range

of consultancy services. It’s

early days, but recruits to the

programme include:

The Lumery, a full-service

martech agency based in

Melbourne, Australia.

Cognizant, a digital consultancy

that helps you engage your

customers better by helping

you evolve your applications,

platforms and infrastructure

to meet the needs of a modern,

efficient digital enterprise.

Conversocial helps organisations

deliver the highest levels of

customer experience with a range

of digital products, services and

consultancy services. They’re on

hand to work with our customers

to improve customer care and

reduce handling times.

PA R T N E R S H I P P R O G R A M M E

T H E P A R T N E R S H I P P R O G R A M M E , I N B R I E F

Boxever’s new

partnership

programme is

designed to help you

turbo-charge your

customer experience.

A range of partners

are onboard: systems

integrators and

agencies to help

you extract more

value from your tech

stack; and strategic

consultants to

provide specialist

support on improving

customer engagement

and commercial

performance.

Your Boxever experienceengaging you in new waysCustomer experience is just as important to us as it is to you: here’s what you can expect when working with Boxever

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Boxever is a personalisation

platform that uses data and AI to

help the world’s most innovative

airlines make every customer

interaction smarter.

We do this in two ways.

Firstly, we bring together data

from all the channels, tools and

databases across their business

to build rich and accurate profiles

of their customers.

Then we use AI to interpret that

data and automate decisions

about how to personalise every

single customer interaction. It

joins-up interactions across every

channel based on a customer’s

history, what they’re doing “in

the moment” and what a business

wants to achieve - all in real time.

From website to email and from

SMS to contact centre, Boxever

decides the what, why, where and

when.

The result? Personal, relevant

and valuable experiences for

customers that lead to improved

engagement, lower acquisition

costs and accelerated conversion

for the business.

About Us

H E R I TA G E

We’ve been helping companies revolutionise how they engage customers since we were founded in 2011. Seven years on, we’re now recognised by Gartner as a leading player in personalisation and ranked by Forbes alongside Google, Apple and Amazon as one of the most powerful examples of AI in use today.

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Boxever by Industry

Airlines

Gaming

Insurance

Retail

Banking

Utilities

Telcos and CSPs

Travel

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Boxever: Ashford House, Tara Street, Dublin 2 Phone: (01) 443 3103 Email: hello@boxever.com Web: Boxever.com