Guest column: Omni-channel CRM to drive all digital marketing: Sachin Karweer, Hinduja Global Solutions Interactive

Sachin Karweer, Business head – Hinduja Global Solutions Interactive, recaps the trends that shaped the digital industry in 2016

e4m by Sachin Karweer
Published: Dec 28, 2016 8:11 AM  | 6 min read
Guest column: Omni-channel CRM to drive all digital marketing: Sachin Karweer, Hinduja Global Solutions Interactive

We’ve had a great year in the digital space, with some great megatrends. The internet successfully took over as the globally favoured tool for businesses, and we saw customer experience being firmly established as the foundation of digital marketing. Technology is evolving at break-neck speed, so it is interesting and critical to identify areas of interest, changing needs, trends and most importantly, to evolve and adapt to the ever-changing tech ecosystem.

So let’s look back at the year that was and the insights we gleaned from the past 12 months.

Omni-channel marketing is all-important:

To my mind, omni-channel Customer Relationship Management (CRM) is perhaps the most crucial trend, and one that will be at the centerpiece of all digital marketing. With customers able to engage brands across a multitude of channels both online and offline, it is critical that retailers provide these channels. Some excel at customer service, while others boast of a great mobile app. However, the end goal is to deliver a seamless customer experience across channels, and I believe Social, phone calls and email are still by far the three biggest pipelines of contact. We offer Digital CRM to one of India’s top broadcasting conglomerates, and in just under 12 months, we have had one million interactions across all three. You can imagine the kind of benefits that gives the broadcaster – and can similarly give to whichever other mass brand adopts it across sectors. But that is best left for another detailed piece.

According to Asia 500, 12 Indian companies transacted $1.31 billion and grew 75.6% in 2015, making it the fastest-growing market in Asia Pacific. By 2018, the Indian retail sector is likely to grow at a CAGR of 13% to reach US$ 950 billion.

Account Based Marketing:

This is a hot topic as it has the potential to open up entirely new revenue channels. It is a strategic approach, coordinating personalized marketing and sales efforts across an organisation. 92% of B2B marketers worldwide consider ABM extremely or very important to their overall marketing efforts. Vendors, market research firms and bloggers are popularizing this marketing method, making it easier for companies to find potential clients.  ABM will definitely be one of the three big things in digital marketing, along with Digital CRM in the next year. The sooner brands take to both, the deeper their connect will be with their target groups and the faster they will grow.

Virtual Reality takes the throne as tech of the year:

This year, the biggest tech companies chose to focus on virtual experiences and I foresee it impacting Digital Marketing in a big manner, through virtual shopping, tours, demos, advertising and more, providing and enhancing the digitaly palpable experience for target groups.

In India, VR investment rose by 85% in the first half of 2016. Google’s accessible VR Cardboard saw a huge surge in VR apps. Sony launched its VR headset and Samsung increased sales by packaging their Gear VR free with their high-end devices. TATA Motors launched a new car with VR. Glenfiddich and Maybelline are other major brands using VR. The IPL ‘Pune Supergiants’ shot their practice session using VR. Globally, companies like Mind Maze took VR into the health sector, offering VR for stroke patients.

Augmented Reality makes its way into gaming:

Pokémon Go hysteria was big in 2016, although it was not the first game to foray into the AR realm, with Ingress and Geocaching already successfully servicing this niche community. Pokémon Go, downloaded over 500 million times globally, and making an estimated $600 million in just three months of its launch, was without doubt the biggest phenomenon of 2016.

Artificial Intelligence (AI) and Machine Learning (ML) drove innovation and development:

2016 saw AI and ML being used widely in several industries related to Customer Service, eCommerce and Finance. IBM Watson opened up Bluemix and with a bunch of ready-to-use API’s from Watson, Cognitive Learning became popular. The democratisation of ML helped create many start-ups, which are now changing consumer experience, healthcare and analytics. In fact, Gartner says that by 2000, around 85% of customer interactions will bemanaged without a human. That portends badly for jobs at the lower end of the BPO pyramid, but India is known for great talent quality in the middle and higher rungs, so the service providers will have to upgrade skills across their work force to ward off the growing challenges from China and Thailand and other APAC countries.

Self-serve and chat bots join the DIY race:

As internet penetration increases, AI fronts the digital race, helping businesses serve their customers better online - especially where cost-to-serve initiatives have taken precedence. 2016 saw the advent of chat bots and AI-based self-serve tools, which were used with Facebook’s Messenger, Slack, and Google’s Allo, to name a few.

Programmatic Advertising gets bigger and better:

Programmatic media buying has embraced automated tech, enhancing the future of online advertising and is a trend which is steadily catching up in India.  Programmatic ad spending is expected to take 63% of the digital display market by the end of 2016. But it must be got right, as this is a double-edged sword with massive ad fraud at the other edge – by 2025, click fraud will cross 50 billion dollars according to the wfa.

The rise of FinTech (financial-technology) in the Indian landscape:

FinTech is a new chapter in the IFS sector. Pioneers in India already saw impressive numbers with Paytm crossing a user-base of 122 million in 2016Recently, demonetization sent FinTech rocketing, resulting in a five-fold increase in overall traffic for Paytm. MobiKwik too witnessed more than 40% increase in app downloads in less than 18 hours of demonetization.

Content Marketing continues to be as relevant as ever:

A few content marketing trends this year include an increased demand for interactive content and the decline of social media organic reach. For example, Facebook downsizing organic visibility unless brands pay for advertising.

In the US elections, consistent messaging and content relevancy allegedly tilted the vote bank towards Donald Trump, as the audience resonated with a simple slogan, “Make America Great Again.” The current trend of “fake news” that challenged thinking and trends, and allegedly tipped the election’s scales is a double-edged sword for social media giants; it needs to be handled in a sensitive manner that doesn’t lead to censorship.

And a special mention to Snapchat – From vanishing messages to a lasting impression:

Snapchat has evolved and today boasts massive brands like McDonalds, Coca Cola, mega-celebrities and even the White House. At present, it has a user base of 150 million daily active users.   The 2016 election proved to be beneficial with both US candidates buying Snapchat ads in six-figures.

These trends reigned supreme and shaped the industry. It’s imperative to keep ahead of the curve as these will continue to evolve the megatrends of tomorrow.

(The author is Business head, Hinduja Global Solutions Interactive)

Disclaimer: The views expressed here are solely those of the author and do not in any way represent the views of exchange4media.com

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Disney+ Hotstar offers free streaming of Asia Cup, ICC Men’s Cricket WC on cellphone

Both tournaments will be held later this year

By exchange4media Staff | Jun 9, 2023 11:10 AM   |   1 min read

Disney Star

Disney+ Hotstar has announced that Asia Cup and ICC Men’s Cricket World Cup tournaments being held later this year will be made available as free-to-view to all mobile phone users accessing Disney+ Hotstar.

“Disney+ Hotstar has remained at the forefront of the rapidly evolving OTT industry in India and the various innovations we have introduced to continue enhancing the viewer experience has allowed us to delight our audiences across the region. Making the Asia Cup and ICC Men’s Cricket World Cup available to a wider audience, we believe, will help us grow the overall eco-system,” said Sajith Sivanandan, Head of Disney+ Hotstar.

We reached out to Disney+ Hotstar for a comment on the same but are yet to receive a response.

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e4m-ESP Indian Online Gaming Landscape 2023 Report: Glimpses unveiled

The report seeks to decode the growth of the online gaming landscape in India and focus on how brands can leverage this billion-dollar industry

By exchange4media Staff | Jun 9, 2023 10:54 AM   |   2 min read

Game On

India has witnessed a digital revolution over the past decade, driven by various factors such as technological advancements, government initiatives, increasing internet penetration and the rapid adoption of smartphones. With over 750M active internet users in 2022, the country has become a prime destination for the open internet and all that digital media entails. 

The key driver of India’s digital revolution is gaming, with the country being home to close to 500M individual gamers. The ever-evolving gaming market in India is fuelled by devices, data and digital penetration, all of which are getting cheaper, better, and faster. 

The e4m GameOn Online Summit held in Mumbai today gave a sneak-peek into the much-awaited e4m-ESP Indian Online Gaming Landscape 2023 report. The comprehensive report serves as a compass, guiding stakeholders through the vast opportunities and challenges that lie ahead in the gaming sphere. The detailed report is set to be unveiled soon and will be available for public use.  

Gaming has emerged as a powerful force and the industry has experienced remarkable growth in recent years. 2022 has been a game changing year for the gaming industry in India with publishers, streaming platforms, esports organizers, and teams coming together to create a very healthy gaming ecosystem. It is believed that with professional teams training to compete and win in global tournaments, 2023 may well be a crucial year for esports.

The gaming industry in India has created bundles of opportunities for gamers, making them economically independent. Moreover, e-sports has gained substantial popularity in India and is poised for significant growth in the coming years. The emergence of professional teams, increased prize pools, and a growing fan base, esports is expected to become a mainstream form of entertainment and a lucrative industry in India.




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Sociowash bags eBay India’s integrated digital mandate

The agency will develop performance media strategies while deploying its video production and influencer marketing verticals

By exchange4media Staff | Jun 8, 2023 2:41 PM   |   1 min read

ebay

Sociowash, an integrated advertising agency, has won the integrated digital mandate for eBay India. The agency will be responsible for enhancing the brand’s overall digital presence by developing creative tactical strategies. The account was won in a multi-agency pitch and will be handled by the agency’s Mumbai team, stated a release.

As part of this strategic partnership, Sociowash will be responsible for creating awareness about the brand and executing campaigns to onboard more sellers onto the platform. The agency will provide end-to-end solutions and services for the brand's creative, performance media, video production, and influencer marketing needs while resonating with its target audience and helping them achieve their business objectives.

Pranav Agarwal, the co-founder of Sociowash, commented on the win, "eBay India is a prominent leader in the e-commerce industry. We are elated to have been chosen by them to manage their digital landscape. Our team's extensive experience and expertise will redefine and elevate the brand's digital positioning. Together, we can create an impact that goes beyond what has been achieved before, setting new benchmarks and adding genuine value for the brand"



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Meta Verified now in India

As per reports, the subscription is available for ₹699 monthly on iOS and Android3

By exchange4media Staff | Jun 8, 2023 11:35 AM   |   1 min read

Meta

Meta has said that Meta Verified will now be available in India.

The announcement was made in a post by Mark Zuckerberg who also mentioned that previously verified accounts will maintain the status for free.

Meta Verified in a subscription bundle on FB and Insta.

Subscribers will get a badge indicating their account has been verified with a government ID, extra protection against impersonation, direct access to customer support and more visibility, the company had earlier said.

As per media reports, this subscription is available for ₹699 monthly on iOS and Android3. The company also plans to introduce a web purchase option for ₹599 a month.

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e4m GameOn Summit to explore the future of gaming

The conference will be held on June 9

By exchange4media Staff | Jun 8, 2023 8:55 AM   |   2 min read

GameOn

The gaming market in India is dynamic and is a rapidly evolving ecosystem. Gaming has emerged as a powerful force and the industry has experienced remarkable growth in recent years and continues to expand at a rapid pace. The widespread availability of affordable internet access, affordable data plans, has led to a surge in online gaming, allowing people across the country to access and engage with various gaming platforms. In order to explore the gaming industry further, e4m has announced the third edition of the e4m GameOn-Online Gaming Summit. The conference is set to be held on June 9 in Mumbai. The Presenting Partner of the event is AnyMind, the Growth Partner is Mobavenue while AdScholars is the Co-partner.

At the conference, top leaders from the gaming ecosystem will come together and share insights on key topics under the theme ‘Online Gaming, The Next Big Thing?’. The summit will also give a sneak-peek to the much-awaited e4m-GroupM ESP Report on the Indian online gaming landscape. 

As per industry experts, 2022 was one of the landmark years for the Indian esports and gaming industry, as publishers, streaming platforms, esports organizers, and teams came together to create a very healthy ecosystem. It is believed that with professional teams training to compete and win in global tournaments, 2023 may well be a breakout year for esports.

Click here to see the full agenda: https://e4mevents.com/e4m-GameOn-2023/agenda 

Due to the advancements in technology, the gaming market is only getting bigger. Top leaders and experts from the gaming industry are set to come together under one roof to discuss the opportunities, challenges and the future of the gaming industry in India. The e4m Summit explores the industry’s rapidly growing revenue streams, the drivers of growth, the changing demographics of the gaming universe, and ways brands can seize the opportunity to target consumers.

To ensure you don’t miss out on valuable insights, click here to register: 

https://e4mevents.com/e4m-GameOn-2023/login 




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e4m Digital Marketing Leaders Awards: Inaugural edition on June 9

The awards recognize and honour digital marketing leaders for their impactful strategies, campaigns and innovations

By exchange4media Staff | Jun 8, 2023 8:51 AM   |   1 min read

digital marketing awards

Digital marketing leaders play a crucial role in shaping the industry and driving innovation. Their expertise, insights, strategies and vision help others advance their knowledge and understanding of digital marketing practices. These leaders inspire the next generation of marketers and help the industry grow. 

With an aim to honour the great minds in the digital marketing sphere, the exchange4media Group is hosting the first edition of the e4m Digital Marketing Leaders Awards on June 9 in Mumbai. The awards night will celebrate and acknowledge the stars of the domain in India and witness the coming together of some of the best brands, individuals and agencies. Spotify Advertising is the Celebratory Partner of the event while Lemma is the Networking Partner.

e4m Digital Marketing Leaders Awards acknowledges the great leaders who have developed & implemented successful digital strategies, campaigns, and innovations by leveraging new technologies for digital marketing. The awards aim to inspire leaders to stay ahead of the curve and unlock their full potential as digital marketers by felicitating pioneers in the digital marketing sphere.

The star-studded awards night is a perfect opportunity to network with the best and brightest minds from the digital marketing ecosystem, expand knowledge and get an overview of the functioning of several digital marketing agencies.

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NDTV & Gadgets 360 sign Gaurav Chaudhary as face of their technology content

He will be presenting two weekly technology shows

By exchange4media Staff | Jun 7, 2023 4:14 PM   |   3 min read

NDTV

NDTV and Gadgets360.com (an NDTV Venture), today announced Gaurav Chaudhary aka Technical Guruji as the new face of their technology vertical. To begin with, NDTV and Technical Guruji are coming together to present two weekly technology shows – ‘Gadgets 360 with Technical Guruji’ and ‘Tech with TG’.

The marquee shows are scheduled to go live on Saturday, June 10th on both NDTV 24x7 and NDTV India. Along with this, he will exclusively be present on NDTV’s digital platform gadgets360.com.

Gaurav Chaudhary aka Technical Guruji, is a tech influencer. He will be joining NDTV as the face of their technology content, bringing his expertise, passion, and unique perspective to the media giant's technology news coverage.

On the announcement, Senthil Chengalvarayan, Executive Director NDTV Networks said, “NDTV has been a forerunner in innovative and path-breaking shows that bring great insights into the ever-evolving world of technology. It’s our pleasure to have Gaurav – the renowned and affable Technical Guruji – on board, as part of the NDTV family. We are confident that his expertise, ability to connect with a wider set of audiences, and unique presentation style of such a vast subject will enhance our offering and reinforce our position as a leader in this important genre. Technology is not only part of our daily lives but also an empowering tool for the masses and in this respect, Technical Guruji, Gaurav will bring out the latest, most effective aspects of technology in a format that the masses will be able to relate.”

On the announcement, Vaibhav Sehgal, CEO, Gadgets360.com (Red Pixels Ventures Limited), said, "The amalgamation of the world’s most popular tech influencer with one of the world’s most frequented and credible tech news portal and the pioneers in TV tech programming, is going to change the world of technology forever. Gaurav’s inclusion into the NDTV and Gadgets360 family marks an exciting chapter for us. His immense social-media presence, expertise in simplifying complex tech concepts, and his personality, have made him a household name. His presence will add impetus to our commitment to deliver high-quality & cutting-edge tech content so that we will be at the forefront of delivering the best to our visitors, audience, and readers making sure that we continue to be the go-to hub for technology and gadget enthusiasts.” 

Gaurav Chaudhary aka Technical Guruji said, “I am honored to be a part of the NDTV family. My passion for technology has found another credible platform with which I can reach out to the deepest roots of India, making it more simplified for the masses. I am truly thrilled and believe my presence at NDTV and Gadgets 360 will act as a catalyst for change in the technology space, taking it to new horizons. I’m thankful to all my viewers and subscribers, it’s because of their belief in me that I have reached these new heights. I am excited for this new journey, Chaliye Shuru Karte hain!”

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