Publicis developed a robust customer lifecycle program for the recently released MyMcDonald’s Rewards program, triggered by behavioral cues. Campaign began with an email alerting prospects to “Stay tuned to your inbox” to “unlock Free McDonald’s.” Loyalty email open rate outperformed non-Loyalty email open rate by 177% (as of 8/15/21). Conversion rate jumped +14 points for customers opening a communication in June 2021, when the Loyalty program launched nationally, with a 5x lift in transactions and a 4x lift in revenue for customers who received communication.

Credits: Strategy: o Mayela Trespalacios, Senior Director, Strategic Consulting, Epsilon Creative Direction: o Vincent Shine, Creative Director Experience, Publicis Sapient Project Management: o Emma Lahvis, Senior Account Execution, Epsilon o Ryan McIntyre, Manager Agile Program Management, Publicis Sapient o Amanda Sherrod, Vice President Director, Project Management, Digitas Account Management: o Michelle Niblock, Vice President Group Account Director, Digitas Creative: o Jason Kertz, Creative Manager (ACD), Epsilon o Margaret Raczkowiak, Lead Art Director, Epsilon o Julia Franiak, Senior Art Director, Epsilon o Jacqueline Dewitt, Art Director 1, Epsilon o Wesley Chaderton, Senior Copywriter, Epsilon o Aaron Newton, Senior Copy Editor, Epsilon o Jason Pickar, Vice President Director, Creative, Digitas o Shane Dubay, Creative Director Experience Development & QC: o George Palaszewski, Developer 2, Epsilon o Mike Dugo, Manager, Quality Assurance Analysis, Epsilon o Epsilon India Development team • Execution: o Balamurugan Lakshmanan, Senior Manager Agile Program Management, Publicis Sapient o Aadil Ashiq Kothawala, Manager, Digital Solutions Consulting, Epsilon o Vamshi Nikhil Vinjamuri, Lead Adobe Developer, Epsilon o Abhijeet Dey, Architect, Publicis Sapient o Epsilon India DX team Analytics: o Shilpa Hegde, Senior Data Analyst, Publicis Sapient

Life happens. People move houses. They change and upgrade services. With Rogers’ new personalized digital program, returning a wireless phone or accessory became a breeze. The new cost-efficient program enabled by a sophisticated automated CRM program helped increase operational productivity, reduced late return, and made the process easier for consumers. With the new program, waybills can be printed at home or the QR code can be scanned from the phone at Canada Post location to print and attached on-site.

Credits: Greg Elliott, Managing Director, William Thomas Digital Alice Keogh, Senior Director - Client Delivery, William Thomas Digital Yuval Sinai, Director - Solutions Architect, William Thomas Digital Ron Ramos, Director- Marketing Technology, William Thomas Digital Juan Jimenez, Senior Digital Project Manager, William Thomas Digital Account Manager, Kailey Borg, William Thomas Digital Alex Tran, Manager, RPA Intake Assessment, Rogers Communications Ayman Elhakim, Sr Manager, Tech Hub PI, Rogers Communications Michael Snedden, Director Residential, Rogers Communications John Wallis, VP, Data Analytics & Mkt Tech, Rogers Communications Shafiul Fuad, Senior Director, CRM Operations, Rogers Communications Simone Lumsden, SVP & Chief Marketing Officer, Rogers Communications

ERGO brought advanced personalization to Amex Travel emails, turning “one-size-fits-all” into personalized 1:1 customer experience for millions of Card Members. Using hyper-dynamic content and first-party data, ERGO helped Amex drive 10X booking sailing Amex Travel into email success, despite challenged posed by a global pandemic. The highly individualized monthly eNewsletter uses ERGO’s Smart Content™ (modular email template system) ensuring consistency and standardization. The Smart Content library allows for mix and match so the layout and content can provide truly 1:1 customer experience.

Credits: Brooke Eaton - Director, US Customer Marketing, American Express Travel Sarah Deaton - Senior Analyst, US Customer Marketing - Direct Channels, American Express Travel Hilary Freed – Manager, US Customer Marketing - Onsite Marketing, American Express Travel Jackie Dunning, Chief Strategy Officer, ERGO John Hendricks, CEO, ERGO Jason Weingold, Client Success Manager, ERGO Beth Roche, Studio Director, ERGO Bridget Woznica, Senior Content Writer, ERGO Vaseem Khan, Associate Director of Date Intelligence, ERGO James Young, Associate Director of Date Intelligence, ERGO

ERGO used American Express’ first-party data and dynamic content to increase bookings and personalize customer experiences for millions of American Express card members. First-party data from across channels like paid media and social, along with algorithmic targeting based on consumer behavior supported the campaign. The email marketing drove confidential performance data open rate of more than 42% lift, 26% click-to-open rate, 62% engagement, and 10-times increase in booking via the company’s travel website.

Credits: Brooke Eaton - Director, US Customer Marketing, American Express Travel Sarah Deaton - Senior Analyst, US Customer Marketing - Direct Channels, American Express Travel Hilary Freed – Manager, US Customer Marketing - Onsite Marketing, American Express Travel Jackie Dunning, Chief Strategy Officer, ERGO John Hendricks, CEO, ERGO Jason Weingold, Client Success Manager, ERGO Beth Roche, Studio Director, ERGO Bridget Woznica, Senior Content Writer, ERGO Vaseem Khan, Associate Director of Date Intelligence, ERGO James Young, Associate Director of Date Intelligence, ERGO

Cuisinart wanted to promote its cordless collection of kitchen appliances, so it tested long versus short versions of their direct-to-consumer campaign. They found the shorter version drove higher clickthrough rates. Lifestyle content was shot prior to the email campaign to showcase the cordless convenience in the kitchen. The email campaign generated more than 20,000 sessions on the brand’s site, using the data to inform future email marketing campaigns.

Credits: Mary Rodgers, Director of Marketing Communications, Cuisinart Christine Kapp, Manager of Digital Marketing, Cuisinart

The Salvation Army provides an interesting use of creativity for interactive email marketing. DEG and The Salvation Army Central and Western Territories developed a campaign, Rescue Christmas, using Angel Trees, an annual traditional stifled by COVID-19. The campaign featured interactive emails allowing donors to scratch off various donation amounts to show the good these gifts can bring to those in need, and spark inspiration. The Rescue Christmas emails saw a click-through rate that doubled that of The Salvation Army's typical promotional emails.

Credits: Katie Manring, Project Manager, DEG Lisa Dick, Sr. Relationship Marketing Strategist, DEG Rachel Harbaugh, Associate Relationship Marketing Strategist, DEG Travis McCan, Sr. Relationship Marketing Strategist, DEG Justin Billet, Art Director, DEG Elena Owens, Sr. Copywriter, DEG Andrea Hadel, Account Supervisor, DEG Sydney Williams, Account Manager, DEG

Publicis developed a robust customer lifecycle program for the recently released MyMcDonald’s Rewards program, triggered by behavioral cues. Campaign began with an email alerting prospects to “Stay tuned to your inbox” to “unlock Free McDonald’s.” Loyalty email open rate outperformed non-Loyalty email open rate by 177% (as of 8/15/21). Conversion rate jumped +14 points for customers opening a communication in June 2021, when the Loyalty program launched nationally, with a 5x lift in transactions and a 4x lift in revenue for customers who received communication.

Credits: Strategy: o Mayela Trespalacios, Senior Director, Strategic Consulting, Epsilon Creative Direction: o Vincent Shine, Creative Director Experience, Publicis Sapient Project Management: o Emma Lahvis, Senior Account Execution, Epsilon o Ryan McIntyre, Manager Agile Program Management, Publicis Sapient o Amanda Sherrod, Vice President Director, Project Management, Digitas Account Management: o Michelle Niblock, Vice President Group Account Director, Digitas Creative: o Jason Kertz, Creative Manager (ACD), Epsilon o Margaret Raczkowiak, Lead Art Director, Epsilon o Julia Franiak, Senior Art Director, Epsilon o Jacqueline Dewitt, Art Director 1, Epsilon o Wesley Chaderton, Senior Copywriter, Epsilon o Aaron Newton, Senior Copy Editor, Epsilon o Jason Pickar, Vice President Director, Creative, Digitas o Shane Dubay, Creative Director Experience Development & QC: o George Palaszewski, Developer 2, Epsilon o Mike Dugo, Manager, Quality Assurance Analysis, Epsilon o Epsilon India Development team • Execution: o Balamurugan Lakshmanan, Senior Manager Agile Program Management, Publicis Sapient o Aadil Ashiq Kothawala, Manager, Digital Solutions Consulting, Epsilon o Vamshi Nikhil Vinjamuri, Lead Adobe Developer, Epsilon o Abhijeet Dey, Architect, Publicis Sapient o Epsilon India DX team Analytics: o Shilpa Hegde, Senior Data Analyst, Publicis Sapient

Devouring all kinds of phone use after a few years one is ready to move to the next thing -- especially when nearing one’s final phone payment. At the time, customer look to switch services, even if it doesn’t mean buying a new phone. Verizon was looking for ways to keep those customers around, and it used data insights via SMS and “personalized dynamic” email -- well before the final payment -- to reduce that negative churn. What came from this was a 101% improvement in device upgrade conversion rate. Don’t hang up!

Credits: Patricia Foster, Director, Verizon Michael Shapiro, Director, Verizon Roberta Diaz, Manager, Verizon Thomas Levitsky, Manager, Verizon Kristin Clarke, Account Supervisor, Publicis CRMone Amanda Mallen, Account Manager, Publicis CRMone Nudrat Kadir, Associate Strategist, Publicis CRMone Falaq Hemani Mistry, Strategy Director, Publicis CRMone Devon Keiderling, Creative Director, Publicis CRMone Stacy Van Wickler, Associate Creative Director, Publicis CRMone Raul Rivera, Associate Creative Director, Publicis CRMone Jackie Vorono, Copywriter, Publicis CRMone Daniel Wong, Art Director, Publicis CRMone Billie Bukofzer, Senior Production Artist, Publicis CRMone Bobby Newland, Data Specialist, Publicis CRMone Jonathan Andrews, Developer, Publicis CRMone Daniel Hammond, Tech Lead, Publicis CRMone Lana Williams, QA Manager, Publicis CRMone

Despite an unprecedented hostile environment for emerging credit cards due to the pandemic in 2020, Verizon successfully launched a new credit card. On the backdrop of virtually plummeting credit card industry revenue, the Verizon Visa Card reinforced Verizon as a pioneering tech leader that aims to provide its customers further value and savings. Over the 10-week launch period, Verizon’s multi-channel strategy and campaign encompassed email, SMS, direct mail, web, and bill media, driving 150,000 new card accounts and 555,000 credit card applications.

Credits: Patricia Foster, Director, Verizon Michael Shapiro, Director, Verizon Kelly Huiet, Manager, Verizon Kimberly Mac, Manager, Verizon Allison Camargo, Account Director, Publicis CRMone Cyndi Newcomer, Account Director, Publicis CRMone CJ Russell, Senior Account Executive, Publicis CRMone Ali Beneveto, Account Supervisor, Publicis CRMone Larry McKenney, Project Manager, Publicis CRMone Clifton Sabbag, Director of Strategic Planning, Publicis CRMone Lincoln Bjorkman, Chief Creative Officer, Publicis CRMone Becky Kitlan, VP, Creative Director, Publicis CRMone Jessica Lee, Creative Director, Publicis CRMone David Freyermuth, Associate Creative Director, Publicis CRMone Tina Le, Art Director, Publicis CRMone Bobby Newland, Data Specialist, Publicis CRMone Jonathan Andrews, Developer, Publicis CRMone Lana Williams, QA Manager, Publicis CRMone Gaby Madriz, Associate Director of Marketing, Publicis CRMone

Chipotle's “Boorito” Halloween-themed campaign involved sending emails to lapsed and at-risk customers, with the goal of incentivizing their participation and regaining their loyalty. The messages included “buy-one-get-one” promotional codes. The campaign drew on Liveclicker's device detection capabilities and targeting rules to determine which users were engaging from mobile devices, and to automatically include text prompts into the emails. Halloween day redemption of the codes was strong.

Credits: Chipotle - Chelsea Meissner, Targeted Marketing Manager Liveclicker - Brooke Schommer

Online membership-based grocery delivery service Thrive Market sends email messages to consumers shortly before their membership anniversary, reminding them of how much money they have saved, and of the impact they have had on the goal of making healthy living accessible. A second email, sent on the anniversary date, reminds again of their savings, and also includes information about their top brands, categories and products, as well as recommendations for new items.

Credits: Lindsay McGovern, Senior Director, CRM & Lifestyle Lucy Vallejo-Anderson, Sailthru

E*Trade’s campaign powered by Movable Ink consisted of a hyper-personalized email celebrating investors’ successes in 2020 and offering further guidance to navigate the markets in 2021. Investors were given a checklist of next steps, tools and resources to help them meet their investing goals in the year ahead. Despite the challenges presented in 2020 including periods of increased market volatility, the educational campaign prompted customers to get excited about what’s to come and helped solidify their relationship with the brand.

Credits: Bryan Fitter, VP, Marketing Strategy and Planning Eric Harris, Senior Designer, Creative Services Mike Popa, Vice President, Creative Services Julia Miller, Executive Director, Creative Services

As T-Mobile and Sprint merged, many of the Sprint customers were still on older devices, unaware that their phones would soon become incompatible with the merged network. Zeta Global was tasked with inspiring these consumers to upgrade their phones, facing with the challenge of having to convey a difficult message in a positive key. The solution lay in strategic testing with the goal to ultimately build the most effective template. The 10 touches Zeta generated 9.50% average CTOR—lifting engagement to heights T-Mobile/Sprint had previously thought unreachable.

Credits: ZETA GLOBAL TEAM: Executive Creative Director: KRIS GEIST Global Creative Director: CHRISTINE CUCUZZA Creative Director: RICH PATTERSON and EMILY PRESTON Art Director: ANNABELLE SMOOT, MAGGIE GOODNER, and KIERAN GRANT Copywriter: COLLEEN ZAJAC and ARON LIEBIG Strategy: HEATHER ANDING Analytics: CLAUDIA POINTS Creative Project Manager: AMY LEE Account Manager: ALEX RECTOR

Driving bookings during a pandemic takes ingenuity. ERGO used an individualized monthly e-newsletter to engage card members on a micro-level. Tech tools determined which benefits and messages resonated with customers, then content was tailored to their preferences, rather than corporate uniformity. All information focused on where someone was in the travel funnel: planning, booking or prep? The personal touch paid off: A 42%+ lift in click-to-open rate and a 26%+ lift in engagement. That delivered a 10x increase in bookings via AmexTravel.com.

Credits: Brooke Eaton - Director, US Customer Marketing, American Express Travel Sarah Deaton - Senior Analyst, US Customer Marketing - Direct Channels, American Express Travel Hilary Freed – Manager, US Customer Marketing - Onsite Marketing, American Express Travel Jackie Dunning, Chief Strategy Officer, ERGO John Hendricks, CEO, ERGO Jason Weingold, Client Success Manager, ERGO Beth Roche, Studio Director, ERGO Bridget Woznica, Senior Content Writer, ERGO Vaseem Khan, Associate Director of Date Intelligence, ERGO James Young, Associate Director of Date Intelligence, ERGO

Girls Who Code worked with Campaign Monitor to reach a record number of girls—trans and cis—and non-binary students. The group received 12,992 submitted applications—a 150% increase since the Summer Immersion Program was last held in person in 2019. The average open rate for U.S. campaigns was 39.51% with an 8.5% click-through rate. For International, open rates averaged 30.89% with a 5% click through rate. The effort included tailored communications sent on a rolling schedule.

Credits: Hayley Mojica, Community Partnerships & Outreach Associate Meghan Ferris, Campaign Monitor