Simon Malls' Chatbot Strategy Delivers Deep Personalization at Scale - eMarketer

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eMarketer Interview

Simon Malls' Chatbot Strategy Delivers Deep Personalization at Scale

Preview from eMarketer PRO

An interview with

Patrick Flanagan, Vice President, Digital Marketing and Strategy, Simon Property Group

Christian Brucculeri, CEO, Snaps,

Topics: MobileMarketing

Interview summary

When Simon Property Group wanted to roll out chatbots for its 208 malls in the US, it sought a partner that would deploy the bots at once and deliver deeply personalized interactions. Enter Snaps, a conversation marketing platform that delivered the level of scale, precision and personalization that Simon Property required. Patrick Flanagan, vice president of digital marketing and strategy at Simon Property Group, and Christian Brucculeri, CEO of Snaps, spoke with eMarketer’s Maria Minsker about what it takes to build a bot for brick-and-mortar retail.


eMarketer: Is a chatbot platform a must-have in a retailer’s marketing technology arsenal?

Patrick Flanagan: As the power and reach of messaging apps grows, the need to offer shoppers great brand experiences through these platforms is also growing. For most brands this means that great platforms are needed to build, manage and measure one’s messaging efforts.