Erfolg hoch drei 3 Kundenstories 3 Clouds = Unlimited CX - Team Emplifi & Co 16. Januar 2022 - Allfacebook Marketing Conferences
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Erfolg hoch drei
3 Kundenstories 3 Clouds
= Unlimited CX
Team Emplifi & Co
16. Januar 2022
© 2021 Emplifi, Inc. All Rights Reserved.
Ihr Moderator
Michael Fritsch
Principal Solution Consultant @ Emplifi
• Innovationsmanager bei T-Systems Multimedia Solutions
• Head of Munich Office bei PIA/DYMTRIX
• @Emplifi zuständig für Service Cloud and Systems Integration Approaches
Michael.Fritsch@emplifi.io
https://www.linkedin.com/in/michael-fritsch-innovation/
© 2022 Emplifi, Inc. All Rights Reserved.
Agenda
• 3 Agenturen und ihr Erfolg
• Add2
• Rethink
• Farner
• Wohin geht die Reise?
• Digital Self Service Bots
• Social Care
• Quality Quality Measurement
• Sie sind hier richtig, wenn Sie:
• Emplifi nutzen (wollen)
• Über den Tellerrand schauen wollen
© 2022 Emplifi, Inc. All Rights Reserved.
Our journey to Emplifi
How we came to be
1995 2008 2014 July 2020 Sept 2021
Astute gegründet, US Socialbakers GoInStore Astute erwirbt Emplifi erwirbt
gegründet, CZ gegründet, GB iperceptions GoInStore
1999 Sept 2020 June 2021 March 2022
iperceptions Astute geht zusammen Emplifi entsteht aus Emplifi wird ein Unicorn,
Gegründet mit Socialbakers Astute, iperceptions and mit Investment
CAN Socialbakers von Six Street
Emplifi Brand story 4
https://emplifi.io/press/emplifi-offers-ngos-providing-aid-ukraine-free-access-to-social-marketing-cloud © 2021 Emplifi, Inc. All Rights Reserved.
WHO WE ARE
Thierry Tiquant Tobias Fischer
Senior Online Media Manager Content Marketing Director
Uniper SE add2 GmbH
7
The Challenge
THE CHALLENGE
• Young company
• Numerous competitors who are
established players
• Born in the old energy world now
leading the way in the energy
transition
9
AMBITIOUS GOALS
• Leading Role in the
decarbonization of the European
energy transition
• Decarbonization of the energy
sector
• Ambitious goals towards a climate
neutral energy generation
10THE CHALLENGE
11OUR APPROACH
Channels
Formats
Topic
s
Social Impact
bi lity Ren
ta ina e wa
Sus ble
s
Empower energy
evolution
Hydrogen
Energy
Efficiency
Decarbonization
12THE ROLE OF SOCIAL MEDIA
REINFORCE UNIPER‘S IDENTITY & PURPOSE
• Official online voice & presence
• Develop our
#EmpowerEnergyEvolution story &
comms strategy
• Show company culture, innovation &
contribution to the energy transition
• Showcase our best asset: our people
• Employee Advocacy: support our
colleagues to embrace social media as
trusted faces & experts
14REACH OUR KEY STAKEHOLDERS
• Reach and engage with our key
audiences
• Showcase our products & services
• Share proof points of our contribution
to the energy transition, with help of
thought leadership
• Support each business units to reach
their specific target groups and goals
• Impact the external perception of our
company & business
15THE CHALLENGES WE CAN OVERCOME USING EMPLIFI
THE NEED
• Handle a multitude of smaller work
streams
• Interact with several business units Uniper
on
• A small team Social
Media
• Coordinating the social media
management between Uniper and
add2
17THE REQUIREMENTS
• Efficiency & time saving two key
objectives
• Easy to integrate in our processes
• All-in-one-Solution for the daily
business
18PUBLISHING CALENDAR
• Topic overview
• Planning
• Everyone can see when, which
content is shared on which channel
19COMMUNICATION & DISTRIBUTION
• Communication
• Easy to implement approval
flows
• The relevant contact person
can be added with one click
• Comment function
• Distribution
• Detailed scheduling options
20ANALYSIS
• Analysis of all organic and paid
postings
• Individual reporting dashboards
• Competitor monitoring
21THE RESULTS SO FAR
THE RESULTS SO FAR
23YOUR PERSONAL CONTACT
add2 GmbH Tobias Fischer Thierry Tiquant
Kaistraße 16a Content Marketing Director Senior Online Media Manager
40221 Düsseldorf linkedin.com/tobias-fischer linkedin.com/thierrytiquant
www.add2.de
tf@add2.de thierry.tiquant@uniper.energyShort question
Intro © 2021 Emplifi, Inc. All Rights Reserved.
rethink-everything.net
We are an agency for strategy and digital
storytelling.
As a lot of agencies, we use data analysis and
strategy as complementary tools to develop
excellent and high performing narratives.
To do this, we need tools that enable us to keep
an eye on the essentials in the mass of data and
information - all of it tailored for comprehensive
social media management.Turning social media data into actionable insights Touchpoints and opportunities with Emplifi within the comms processes
Analytics and dashboards
The usage of Emplifi for strategic planning and performance management
Monitoring of individual Simplifying processes
Tracking of competitor
performance data and and integrating
data and content for
content on social media customers for data
benchmark learnings
channels insights
Event and
Competitor analysis Customized Dashboards
campaign reports
Platform learnings and
Paid Performance Insights Automized E-mails and report
inspiration
Weekly, monthly data and
content reportsAnalytics and dashboards
The usage of Emplifi for strategic planning and performance management
Monitoring of individual Simplifying processes
Tracking of competitor
performance data and and integrating
data and content for
content on social media customers for data
benchmark learnings
channels insightsContent Management
Further touchpoint in the content and idea processes
Content ideation to plan campaigns,
content and to support in the creative
process
Publishing and uploading content to
the channels, as well as the approval
and feedback process through the
Emplifi Publisher
The possibility of collaborative work for
community management in a sorted
and customized set-upAre there any questions?
Luisa Koch Digital Strategist rethink GmbH Hegelplatz 1 10117 Berlin luisa.koch@rethink.berlin rethink-everything.net
Ausblick
Intro
Constanze Fristensky, Social Content Lead Honda
• Arbeitsbereich: Social Media Content und Strategie
• Farner Consulting
• Größte Kommunikationsagentur der Schweiz
© 2021 Emplifi, Inc. All Rights Reserved.Intro © 2021 Emplifi, Inc. All Rights Reserved.
“
© 2022 Emplifi, Inc. All Rights Reserved.Expert Talk: Wohin geht die Reise? © 2022 Emplifi, Inc. All Rights Reserved.
Mitglied im Experten-Team DACH
Lisa Jost
Solution Amabassador @ Emplifi
• Social Media Strategist. Saint Elmo's, Serviceplan Gruppe
• Event Managerin Eatertainment, Toronto
• @Emplifi zuständig für Marketing Cloud, ehemals Socialbakers
Lisa.Jost@emplifi.io
https://www.linkedin.com/in/jostlisa/
© 2022 Emplifi, Inc. All Rights Reserved.Stichpunkte des Expertendialogs
• Roadmap: weitere große Social Media Kanäle, Kommentarmoderation für Youtube , mobile App
• Personalmangel, sich wiederholende Fragen auf Social?
• Antwort sind Digital Self Service Bots, bringen Arbeitsersparnis, ermöglcihen Reaktion außerhalb Arbeitszeiten, können langweilige Aufgaben
abnehmen. Handelt oft wie ein Customer Care Agent.
• Social wird “Care” Channel? Ersetzen Community Management und Bot den Customer Care samt seines Ticketsystems?
• nur bei kleinere Kunden. Personalunion, Community Manager auch Customer Care, sehr effizient
• zunehmender Größe der Unternehmen echte Customer Care Agents, weniger Marketing mehr Problemlösung
• Social wird Teil eines Ökosystems, Case escalation zu Agent, SF und anderen mittels Universal Connector. (Folie)
Hinweis auf andere Kanäle wie WhatsApp, Mail und Web Chat.
• Voice of the Customer (Surveys) wichtig, auf Social per Bot, auf Webseiten, nach Chat oder im Nachgang zu menschlichem AP.
Ein System, eine Umfrage, eine Auswertungsbasis für alle Kanäle und Regionen. Angereichert mit Case Context.
• Noch viel mehr im Portfolio: Live Video Shopping und vor allem Social Commerce. Gerade Social Commerce wird in den nächsten Jahren ein spannendes
Thema, wenn die Targeting Möglichkeiten der Social Networks kombiniert mit Angeboten lokalen Retailern zur neuen Herausforderung für Amazon wird.
© 2021 Emplifi, Inc. All Rights Reserved.Ökosystem – über Social hinaus © 2021 Emplifi, Inc. All Rights Reserved.
Ein Bot – viele verschiedene Einsatzgebiete FAQ and Support Bot (APP) Intelligent search bar replacement (Bot) FB Social Bot, here with VoC © 2021 Emplifi, Inc. All Rights Reserved.
VoC - Surveys
Adobe any time feedback FB Survey by Bot In App Feedback after Agent
© 2021 Emplifi, Inc. All Rights Reserved.Summary
• Social Marketing Cloud
• ermöglicht effiziente Zusammenarbeit zwischen
Agenturen und Kunden
• Zeigt spannende Insights für Competitive Intel und
Strategie
• Digital Self Service Bots
• sind eine große Hilfe gegen Personalmangel
• schaffen Freiraum für interssantere Aufgaben
• Social Care
• Ermöglicht die Weitergabe von Informationen an Case
Management
• Voice of the Customer
• Erlaubt die Kanalübergreifende Erfassung der
Servicequalität
• Vom Bot bis zum Agent, von Social bis Webseite
© 2022 Emplifi, Inc. All Rights Reserved.Hat Ihnen unsere Session genützt? Haben Sie Fragen oder wollen die Thank you Lösungen einmal live sehen? Nehmen Sie Kontakt zu uns auf: • Lisa.Jost@emplifi.io • Michael.Fritsch@emplifi.io FOR DISCUSSION PURPOSES ONLY. © 2021 Emplifi, Inc. All Rights Reserved. Emplifi, the Emplifi logo and Empathy, amplified are trademarks of Emplifi, Inc. and its affiliates. Other names and brands may be claimed as the trademarks of others.
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