Calling All Channels: Mobile’s Role in Driving Omnichannel Excellence

Okay. We're going to go ahead and get started everyone. My name is Megan Hostetler. I'm a Product Marketing Director here at Emarsys, and we're here to talk about Mobile's important role in driving omnichannel excellence. So what do we have on the agenda today? I'm going to start off by just showcasing why omnichannel in the first place, things you need to consider to really maximize your impact. Then I'm going to bring on Bruce Richardson, he's our mobile strategist at Emarsys. He's going to talk through omnichannel use cases. So examples of how you can infuse mobile into your marketing mix. He's also going to share mobile app best practices. So advice on how you can increase your mobile app engagement. All right. So stay tuned. We got a big packed agenda here. So to begin, I wanted to first just outline what do we mean by omnichannel? So there's a lot of buzz words that you see out there. So what I thought would be helpful to define those. So while multichannel here on the left, this helps you to reach your customers where they are in the channels that they engage in most. And that is wonderful. We love the multichannel approach. However, with a multichannel approach, what we see is that these are typically not integrated. However, on the right you see the omni channel approach here. So you consider personalization with an understanding of the individual and their preferences. So at this approach, you understand that they're the same customer who has joined your email program, who has opted into SMS, has downloaded your mobile app, subscribe to your local loyalty program, all of the above. And that way you can use your channels to your advantage and really work and play together. So why is this important? Well, 46% of decision makers in the US, Germany and the UK all saw an increase in customer lifetime value due to the depth in omnichannel as part of their customer engagement strategy. So what does that look like in practice? Well, what we see here is an example. This is talking about how you keep consumers engaged across each of your channels, specifically with a loyalty program, which if you're a retailer and e-commerce brand, sports and entertainment or travel and hospitality, you likely have some sort of VIP loyalty program of some sort. So as an example here, let's say you start out with a social promotion, that really announces your loyalty program and offers you to sign up for email. Now, you signed up, You get that email. That email also gives you those loyalty membership details and those different offers, telling you when you're hitting that next tier, for example, it can even include the opportunity to download a mobile wallet pass to download that loyalty pass into your mobile phone. And then lastly, if they download your mobile app, you can identify different features within mobile like a push notification, letting them know their points balance or letting them know very specifics of their tailored offers for them. So both advertisements, email and mobile app and mobile wallet are all working together. Now, channel experiences, though, are not all one size fits all here. There are some considerations to think about. So first, I'd recommend mapping out why you're adding a new channel. What is the purpose that it will serve? Specifically with your broader customer engagement strategy. So every new channel is going to bring a new way to engage with your customers and therefore bringing you new information. So what do I mean by that? For example, you can use a channel to help you better understand your customer during discovery. Or maybe it'll help you to better connect with your brand advocates on more of the advocacy and retention part of your customer lifecycle. So identifying what stage of that customer lifecycle you feel may be the weakest. Start there and then you can build upon it. So it's it's not going to you know, if you think about all the things that you can do to build an incredible customer experience, you need to to tackle it in stages. The second consideration I'll note here is that brands need to be able to recognize customers as they move from channel to channel. So, for example, your email program could have that prompt to download the mobile wallet. Or an SMS message can be used to opt in a customer into a loyalty program or opt them into an email newsletter. Each channel should also be viewed in context with each other. So great example here. Let's say your purchase data may not be connected quite yet. And what that means is you risk, for example, an advertisement that promotes a new channel for a customer or a prospect, and it's at a discount. So let's say 15-20% off. However, maybe something you didn't know or realize is that that same person already bought that product the day before, the week before. And what a icky experience, if you see a product that has been discounted after you've already purchased it. So it's so important for both Air Channel strategy to be connected with your data to understand who that person is at an individual level. And consistency is really the key here. A customer doesn't care what happens to them when they just care that you understand them and it feels seamless at every single stage. And then lastly, just as far as considerations, the channel really is directly tied to the audience you're trying to reach. So those channel conversations that you should be having with your marketing teams or maybe other teams outside of marketing like your IT team, sales, service, your commerce team, your digital e-commerce team, all of these should be having conversations around demographic information, situational factors, are your is your audience more on the go or is it not. What lifecycle stage is do you need more support in. What is the urgency of the message? And these channel tolerance will help you decide where you need to fit and what channel you may need to add to your portfolio. So if it's an email, if it's an app inbox or a direct mail, this is a relatively high tolerance, meaning that you can send email, you can send multiple app inboxes, direct mail. And it's it's less likely that the customer is going to opt out because, you know, it takes a couple of clicks to do that. However, with SMS where a push notification, the tolerance is quite low here. So for example, with SMS, if you just text STOP, you're immediately kicked out of that SMS program and SMS is also on your personal device. You know, I have my phone right here. If it goes off, you instantly, your eyes go to that SMS message. So if you're bombarding and kind of saturating that precious device that is, you know, where you contact your family, your friends, they're going to likely opt out. Same with push. Not only can they opt out of push notifications, but they can delete your app. It's very easy for one to decide to delete an app, whether it's storage on their phone or whether it's just taking up time and, you know, mindshare of the consumer. So hope that helped of just what you need to be considering when it comes to omnichannel and why omnichannel in the first place. So at this point in the presentation, I'm going to pass it off to Bruce to talk through omnichannel use cases. So, Bruce, I'll have you join us now. Okay. Thank you, Megan. And as Megan touched on earlier, what I'm going to do today is look at the different mobile channels and how you can pull those into your wider omnichannel journey as we look at specific use cases around those, as well as some of the facts and figures around the channels and why you should be considering those. Then we'll also do a slightly deeper dive into mobile app as that becomes more and more of a key channel to drive retention and loyalty. More and more of our clients are actually moving people from different channels into their app because of the benefits that it drives for them. But. So let's get cracking. So let's look at the first channel we're going to talk about today, SMS, which hopefully is a familiar channel to everyone on the call today. If it's not, I probably won't need to go into too much detail around it. But this is a channel that as Megan's touched on already is always on. It's very accepted these days as a marketing channel both by brands and by consumers. And you can see there that 22% marketers report that SMS contributes more than 20% of their revenue. So it's a really profitable channel if used correctly. And additionally, 53% of marketers say SMS is one of the top three channels that drive revenue. So if you're not using SMS, it certainly is something that you should be considering. With Emarsys SMS, we allow brands and our clients to create these types of highly targeted and personalized SMS as well as complex real time triggered SMS automations to fulfill a variety of different use cases. And given the nature of SMS, the fact it is always on, it's in the palm of your hand and it is, for want of a better term, quite intrusive. It can be really good for these types of time sensitive messages such as back in stock alerts. These types of back in stock alerts can really help drive sales and revenue and additionally brand engagement by meeting customers in the moment on the channel that they want to be met at and by ensuring, as you can see there in the slide, that the message is personalized with the product, it's back in stock and allow the customer to navigate to the products directly via a link. You can provide the least friction to the potential purchase for those customers. So what does that actually look like in the platform itself and as part of a wider omnichannel journey? So you can see at the start there, by connecting your product catalog to Emarsys, you can receive real time triggers when products come back into stock. So the journey will always be in real time. You could take this a bit further by targeting only specific customers. Maybe it's customers who've had the products on their wishlist. Maybe they viewed the products in the past few days. They might have a specific affinity with that product or the category that that product sits in. All of this intelligence can be pulled in, so you make sure that the SMS that you're sending is highly relevant and highly targeted to people who are likely to want this product. And then by sending that personalized SMS that you saw in the previous slide, you can help drive that sense of urgency for the newly stocked item. Now, of course, SMS is permission based. So if your customers don't have permission within the journey itself, you can take them down different branches and utilize different channels to get this same message across. So maybe SMS would be your first port of call here because like I said, it's time sensitive messaging that you want to get in front of your customers. But then you could sort of waterfall down and maybe use push notifications if the customer has the app and maybe you fall back to email if none of those channels are available. So this is one way of utilizing SMS in wider kind of time sensitive messaging use cases. The second channel I wanted to look at today is maybe a slightly less familiar channel, which is mobile wallet for all of you on the webinar today are likely to have used mobile wallet probably for train or plane tickets. So typically you might book a train journey, you'd receive a confirmation email which has the little add to wallet widget in it, you click on that pass is generated and stored in your phone's wallet. And this wallet on both iOS and Android phones. It's a native app and it's again, it's always on, it's always there. So this huge reach and huge opportunity to deliver certain types of passes to your customers there. If we consider I think at the end of 2020, there are around 2.8 billion users worldwide of mobile wallet. By 2025, that's expected to increase to 4.8 billion users. So a lot of your customers are using mobile wallet. So again, it's particularly good for connecting the online and offline experience and moving people away from physical loyalty cards and bringing your loyalty program online and into your mobile wallet. I'm sure everyone here has been into stores before and forgotten their physical loyalty card, which is just a complete pain. And by bringing this into the mobile wallet, you can save a lot of friction for your customers and generate a much better user experience. So let's look at a specific kind of use case that would be utilized around mobile wallets. So how can you drive leads or new customers from online to in store and drive that first purchase? So maybe, like I said, you started a loyalty program or you've shifted your physical loyalty program to the wallet. So for the new leads that you might have or new users as they sign up, you can distribute a loyalty pass or voucher or coupons, for example, for, as you can see there, 15% off or maybe it's a 10% off your first purchase. You can deliver these via email or other channels as well, and the customer can generate the pass, have that in their wallet and then when they go to store, they can just pull up their wallet, scan that pass, make their first purchase and get that discount. So again, like we said, highly frictionless experience for your customers and a great way to take your loyalty programs to another level. So again, let's have a look at what that might look like as part of a wider journey. So this is the type of journey that may be one of those kind of continuously running programs that you have in the background. Obviously, you're going to be continuously generating new leads and having new customers sign up. So by having a start mode, which isolates those specific customers who are who are eligible for that first time voucher, and again, you could take this further by bringing in A.I., for example, to predict whether your customers are likely to engage on email, and you can distribute it via that channel or different channels, and you could distribute it via those. So if it is, for example, email that they're most likely to engage with, you could send a highly personalized email with the wallet pass ready for download. The customer then downloads that wallet pass and is encouraged to come into store to make that first purchase. You could also, for example, as they approach the store, if they have the mobile app and could use geofencing to trigger messaging about where they need to come in store, for example, or any other offers that they might might have in store that day to do cross-sell or upsell as well. So there's lots of ways of utilizing mobile wallet as part of your wider omnichannel mix. The next sort of a set of channels I wanted to talk about was conversational channels. So these encompass things like WhatsApp, WeChat, Lime, Facebook Messenger and all of these other types of messaging services that are popping up around the world. And we're actually seeing big shifts in the amount of brands wanting to utilize these types of channels, but also a lot of customers or end users wanting to converse with the brand via these types of channels. And actually 20% of companies see an increase in business when they proactively message via WhatsApp. And you can see as well on the screen there that between 45 to 60% of abandonment is recovered by using retargeting campaigns via WhatsApp. So again, it can be really useful channel and to drive some really great results. So again, let's have a look at specific use case here. Much like SMS, this is kind of been a media channel if you think about WhatsApp. Like Meghan said, they pop up, you read them straight away. So again, a great way to launch potentially a new product or build excitement around a new product or an offering. And if you consider they have 98% open rates, you can nearly guarantee a message such as this is going to be read by your customers. So if it is a well targeted message, if it's personalized, if it's highly relevant, you're going to drive results. And again, by utilizing tools in Emarsys, such as smart insights to understand product affinity or category affinity, as well as bringing in some of the AI pieces around who is likely to purchase, you can really sort of be confident that sending these types of offers are going to drive results for you. So again, let's have a look at what that looks like in the real world. So as I touched on, if you use tools like Smart Insights and AI segments, you can identify those audiences with similar product interests. Maybe they've shopped in the category before. Maybe they are high value customers that you want to offer this to first. So like I said, you can ensure the audience is as likely to purchase the new product or engage with the messaging as possible. You could utilize email potentially initially to announce the upcoming product launch, build a bit of excitement around it. Maybe you include a quiz or a product comparison to increase that product discovery before ultimately using WhatsApp to invite these customers maybe to a product launch event. Again, like I said, this is great as well for those kind of high value VIP customers that you maybe want to treat differently and give them that sense of exclusivity. Now again, much like SMS, given WhatsApp requires permission, if you don't have the permission. Like I talked about earlier, you can utilize the tools within Emarsys to drop down and target other channels as well, either depending on their opt in or they're likely to engage. So now we'll look at our mobile apps. So we're going to do a slightly deeper dive into mobile apps. That's partly because it's a lot of my focus, it's partly because a lot of brands we're seeing are shifting, like I said, people to their mobile app. But at a high level, it encompasses three channels in itself, which I'll come onto a little bit later. Like I said, more and more brands are developing apps and moving their customers there. And the fact that the data that you collect through the Emarsys SDK from the app and the activity that your users of taking the app can be fed back and utilized to inform other channel communications, allows you as a brand to really achieve that kind of omnichannel aim. And additionally, if you consider and you can see there on the screen that your app users have a three times higher lifetime value versus non app users. And additionally we see 140% higher average order value when people shop on app versus mobile site. So if you can move your customers to the app, you are going to drive great results with them. Now, mobile app plays an important role, as I've touched on it already in that overall omnichannel strategy. So if you look at all the different types of content you have here, for example, just taking a few examples. So social content is great for that kind of acquisition and discovery piece. If you think back to Meghan's example earlier in terms of seeing a social ad for your loyalty scheme, email can be great at converting people and bringing people on to that loyalty scheme, for example. SMS is great to cut through the noise, deliver those time sensitive messages. Additionally, this is where your kind of WhatsApp messaging might come in as well. But mobile app has kind of unique way of allowing you to retain your customers and build a long lasting relationship. And this is why most brands see that their most loyal customers tend to be on the app. And if you can provide a great experience to them, you'll do really well there. So we're now going to go into a little bit more depth around mobile app and the kind of, I guess the journey that people take from download to habit. So this is an app marketing funnel or an app journey funnel. You may have seen variations of this, but it effectively explains the journey of a app user from downloads through to habits by utilizing the app for more than a month and continuously coming back. So each stage of this is hugely important to get right to ensure retention and maximize engagement, revenue and customer lifetime value through the app. And we'll look briefly at each stage, post download, and I'll show you some real examples of what this looks like. But just before we get onto that, let's look at why it's so important to actually nail each of these stages. So the first thing to say here is app retention is really hard. You can see that from the graph on the screen. The average app loses 77% of its daily active users within three days of being installed. So most of the people who download your app will look at it briefly, leave, and not come back. Now, obviously, you can't retain everyone who downloads your app. That would be amazing and every app would be the most successful app in the world. But that's not really feasible. But the goal should be to ensure that by your onboarding, your app experience that you provide and kind of the different phases that we'll look at in a minute, you're providing an experience that allows your customers to keep coming back and therefore you're retaining enough of your users to ensure steady growth in the app. And obviously everyone, hopefully on the call, understands that retention is far more cost effective than acquisition. So putting your focus into this is going to be much more cost effective than just trying to acquire new app users all the time who then leave. So what are the tools that you have at your disposal to actually drive retention? So like I said, there's three channels that encompass kind of mobile apps. There's your push notifications, which I'm sure everyone is familiar with. So sending highly targeted notifications to ultimately drive your users into the app and take the actions that you want them to take or alert them to specific information. Then once they're in the app, you have in-app messaging. So these are those kind of pop ups that you see take up the full screen or a portion of the screen or potentially a banner at the top. These are great helping drive behavior and move your customers through specific app journey funnels. And then finally, you have mobile inbox or app inbox. This typically has been great for delivering longer term offers because if you interact with a push or an in-app, those messages disappear. So if you had a longer term offer, delivering it to the inbox, allow the user to keep coming back to it. Whilst that's still really useful, a lot of our brands are using mobile inbox for more editorial style content these days and delivering that more kind of aspirational content, much less focused around offers and sales. So, for example, a lot of our beauty brands that we work with, they use mobile inbox to talk about tutorials or link out to the influencers they work with and show videos around sort of makeup tutorials or talk about what's coming in this season rather than just using it to send out the same offers that they're sending on other channels. So now we look at some real examples from each of those stages post download. So just to quickly say the examples I'm going to show you today, these are all apps that I use myself. And so I've downloaded these apps and I get the messaging from them. So hopefully will give you a good sort of flavor of how different brands approach these different stages. So the first stage is onboarding. And the key thing here is to not leave your users to onboard themselves ultimately. And even though a lot of the e-commerce apps especially have roughly the same layout, the same kind of tabs in the same flow. The key here with onboarding is to make sure that you take your users through some form of journey. And ultimately you want to familiarize your users with the app. What's its key functionality? What are the actions you want to drive early, like gathering permissions, the push, the location, obviously ensuring that there's a value exchange and why they should give you those permissions, encouraging people to create an account, for example. And there's lots and lots of different ways you can do this. The one you see on the screen here is the Nike app. They use a series of hard coded screens where they collect preferences, which are then used to personalize the app experience. So it's personal to me. They're asking for permissions and they're clearly outlining why I should give my permission for push, for example. But equally, you could utilize in-app messaging. Within Emarsys you can set up multistep in-apps which allow you to create these kind of multi-phased in-app journeys where again, you could replicate something very similar to this firing up. Equally, you might set up an automation that sends push notifications over those first three days when most of your users were going to drop off. If you remember the retention graph. And so there's lots of different ways you can do this. But the key here is to make sure that you are onboarding your users and you're not leaving, leaving them to their own devices. Okay, So once you've onboarded your users, how do you kind of activate them? And when we talk about activation, if you think back to the funnel, this is that kind of 'aha' moment when the user understands sort of the value of the app or why they should keep coming back to it. So maybe it's driving first purchase. So maybe there's an initial offer which you can see on the left hand side there sent by a push notification. And this could also be achieved via app download offers, for example, which you often say. It also be achieved via in-app or inbox as well. Maybe it's, as you can see in the middle there from Strava when you complete a key activity or use a feature within the app for the first time, you can then take your users on a journey to sort of activate further there and show them more of the benefits of the app. On the right hand side there you can see maybe it's gathering or asking your users to actually set up and create an account which allows you to personalize the app experience more. So if you can achieve this moment, this will essentially promote stickiness in the app, which by that we mean people who want to keep coming back to the app and returning over and over again to them. So once you've activated people, then we move into the kind of habit and the retention phase. So this is after people have been using the app for a couple of weeks, maybe a month. How do you keep them coming back to the app? How do you keep them making subsequent purchases or looking at the content you're providing? So this is where you can start to be really creative utilizing all of the different mobile channels you have and ensuring you're providing at all times that kind of personalized and compelling experience. So it might be ensuring that you just have personalized recommendations on the app every time you log in. So you're keeping the relevancy high, and I'm seeing the things I'm interested in. It might be, as you can see on the left hand side there, app only offers to have that kind of exclusivity element, including images in your push notifications to make them more compelling. Maybe it's what ASOS do in the middle there, which is putting together kind of a personalized edit for you. They send out push notification which is personalized to me, encouraging me to come in and look at this edit. And then when I go in, I get deep links through to certain products that they feel I might have interest in based on my previous kind of browsing and searching within the app. You can see on the right hand side, for example, there's the utilization of inbox messaging where you can provide a lot more content and a lot richer content and maybe it's periodically using in-app to check in and make sure all of the information that you would like the customer to provide to you so you can give them the best experience is collected. So all of these tools can really help you to ensure that your users keep coming back and not only make purchases, but keep coming back just to look at the content within your app. So what I'll do now is I'll look at a specific use case which generates some really great results for our clients, specifically around mobile apps. So hopefully, again, no one is unfamiliar with the abandoned cart kind of journey and why you're trying to get people to come back to their cart and then make a purchase. But this is looking at it very specifically on mobile app. So this again, is a case of meeting the customers on the channels they want to be met on. Like I said, it tends to be that your most loyal customers are on the app, your most active, the people who have the highest average order values. So when they abandoned on the app, it's almost certainly better to communicate with them via push notifications, for example, rather than taking them on maybe the standard email journey that you currently have set up. And this will ensure you drive as much revenue as possible with kind of highly personalized abandoned cart push notifications. So what does that look like again? So in Emarsys here we have the trigger being a custom mobile event. And this allows you to target both known and anonymous app users. Anonymous app users being those users who haven't yet created an account in your app. So we don't actually know who they are. So this maximizes the reach of your campaign and obviously the revenue potential as well. And a lot of apps these days will allow you to not create an account so you can shop, can add things to your cart without actually being a known user. So it's key to expand this as far as possible. The event also allows you to pass information such as the product name and an image URL, which can be pulled into the push notifications that you then send to make them far more compelling to the end user rather than the generic kind of 'You've left something in your cart' message which you often see. And for a bit of context, a clothing retailer I worked with fairly recently. They've set something very similar up to this specifically for their app users, and they're seeing around 12 to 14% open rate in the notifications they're sending out. If you consider 1 to 4% generally is good for push notifications. And this program alone for those guys is generating around 13K in revenue per month from this single program alone. So if you consider a program that can be set up in about an hour and generate some really great results very quickly. And the last couple of things I wanted to touch on with some of the some of the exciting pieces that I see, especially when it comes to in-app. So we have a new concept here at Emarsys Omnichannel Content blocks. So this is the kind of channel agnostic capabilities that Meghan was touching on earlier. So it sort of brings together content creation, management and distribution all in one place with a kind of below no code editor. And the aim here is to empower marketers to more easily create and manage their content across different channels. So what what that boils down to when it comes to an app, for example, is you could create one content block which could be used in in-app, email, web, and across all of these channels. You would create this once and then it would always be there for use in any of those channels. So you can see how quickly and easily this would sort of improve the lives of marketers who are already strained in terms of resources. What does that look like for in-app specifically? So here are some of the examples that could be created in the omnichannel content blocks. So you can see they're much more interactive and compelling than general kind of in-app messages. The clients that we're working with are looking at a lot of these. So you've got things like the countdown for the end of season sale. Maybe it's tap to open your surprise gift or it's a banner with a carousel of lots of different products that you might be interested in. And some of our clients are also speaking to us about ideas such as spin to win or scratch to reveal your offer. And these would be great in the kind of initial app download reward in-app, for example. So there's a really great opportunity here to sort of take your in-app creation and content blocks to the next level. So if it is something of interest, feel free to reach out to us at any time. And just finally, I guess we've talked about what looks good and what you should be doing, but how not to do it. So there's a couple of examples on the screen now that we've actually kind of blanked out the the brands from this just in case any of them are on. But you can kind of see without me explaining why these are bad experiences on the app. For example, the one on the left, they're sending the same messages repeatedly over and over again. Regardless of what I'm doing in the app, whether I'm interacting with them. And ultimately, if I wasn't doing the job I do, and having to sort of make a note and keep these notifications, I probably would have opted out of notifications and potentially deleted the app by this stage. And the one on the right there you can see they've sent to which push button. The image for some reason hasn't come through. So this is where key things like this can really impact and produce negative results for you. So some of the things on the left that I wanted to talk about with regards to App are ultimately these apply across any of the channels that you're working with. So. Are they poorly targeted? Are they relevant? For example, these are the things you should be thinking about before sending out any message. So is my push notification targeted at the right people? Is it personalized? Have I included images, for example? Because that likely drives more engagement. What's the timing of my messaging? Am I sending my messages out at the same time and not getting great results? Am I doing real time messaging? The big one is replicating the same message across all channels. You've probably all seen this anecdotally in apps that you use and just from brands in general, you'll often get the same message on email, on push, on an in-app. You might even get it in inbox. You might get four channels where it's the same message and it's just not a great experience. As Meghan touched on earlier. Each channel has its nuances and each channel should be treated slightly differently. So making sure that you're using the right channels for the right reasons is key. Things like not having a clear call to action. So the push notifications, for example, are a big one. The idea with them really is to get people into your app. So if there's no reason in your push notification to drive people to the app, it's not going to really produce great results for you. Are you sending too many? Too few for example? All of these should be considerations around your app, but also with your wider kind of omnichannel view as well. The last thing I kind of want to say is with all of these channels, a key thing is to just test and iterate. These aren't things that you can just do once and sort of leave running in the background. You need to be constantly kind of working on these and tweaking and improving to get the best results as your customers habits change, the global kind of habits change. All of these kind of things feed into it. And so that's why it's key to keep sort of working on all of this. And at that stage I will pass back to Meghan, just to wrap up. Thank you, Bruce. I really appreciate everything that you shared. Some great expertise there. I want to leave you with some resources to learn more. So first off, if you may be struggling, whether you have little bandwidth or just not the ability to execute, looking for some mobile experts to bring on to your team. Well, the good news is Bruce could be that person. So he has packaged up his expertise in a services offering. He's worked with companies like Puma, as you saw earlier, as creating those exceptional mobile app engagements. Second, if you are not ready to execute, maybe still looking on where to even begin. We have a mobile hub page on emarsys.com. You can learn more about those mobile strategies to get you started. And then lastly, you know, you saw some release and roadmap items on the presentation today. And obviously, you know, at Emarsys, we are constantly innovating. So if you're looking to understand how to maximize your platform, make sure you check out our latest released features in our product release hub page. So with that, I hope you enjoyed our webinar. Thank you so much for joining and have a good rest of your day. Thank you.