Here are the key points about personalization I gathered from the presentation:- Personalization is about more than just adding a name - it's interpreting customer behavior and creating easy access to relevant information. - With tools like Sitecore, companies can track and analyze customer visit data and behaviors to continually update customer profiles in real-time. - The site can then react and deliver personalized experiences based on the customer's evolving behavioral profile and inferred intent. - Rules-based personalization allows delivering different experiences and content based on things like campaign exposure, search keywords, areas of interest, and more. - As technology enables more real-time insights into customer behaviors, personalization is becoming fundamental to business success, driving
•Als PPTX, PDF herunterladen•
1 gefällt mir•779 views
The document discusses personalization and how it has evolved from simply adding a customer's name to understanding their behavior across channels and devices. It outlines the new customer journey and how personalization with Sitecore can interpret behavior to provide relevant experiences. The future of personalization is described as understanding customer intent and engaging customers on an individual level in real-time across every touchpoint.
Empfohlen
Empfohlen
Weitere ähnliche Inhalte
Ähnlich wie Here are the key points about personalization I gathered from the presentation:- Personalization is about more than just adding a name - it's interpreting customer behavior and creating easy access to relevant information. - With tools like Sitecore, companies can track and analyze customer visit data and behaviors to continually update customer profiles in real-time. - The site can then react and deliver personalized experiences based on the customer's evolving behavioral profile and inferred intent. - Rules-based personalization allows delivering different experiences and content based on things like campaign exposure, search keywords, areas of interest, and more. - As technology enables more real-time insights into customer behaviors, personalization is becoming fundamental to business success, driving
Ähnlich wie Here are the key points about personalization I gathered from the presentation:- Personalization is about more than just adding a name - it's interpreting customer behavior and creating easy access to relevant information. - With tools like Sitecore, companies can track and analyze customer visit data and behaviors to continually update customer profiles in real-time. - The site can then react and deliver personalized experiences based on the customer's evolving behavioral profile and inferred intent. - Rules-based personalization allows delivering different experiences and content based on things like campaign exposure, search keywords, areas of interest, and more. - As technology enables more real-time insights into customer behaviors, personalization is becoming fundamental to business success, driving (20)
Mehr von Lab
Mehr von Lab (10)
Kürzlich hochgeladen
Kürzlich hochgeladen (20)
Here are the key points about personalization I gathered from the presentation:- Personalization is about more than just adding a name - it's interpreting customer behavior and creating easy access to relevant information. - With tools like Sitecore, companies can track and analyze customer visit data and behaviors to continually update customer profiles in real-time. - The site can then react and deliver personalized experiences based on the customer's evolving behavioral profile and inferred intent. - Rules-based personalization allows delivering different experiences and content based on things like campaign exposure, search keywords, areas of interest, and more. - As technology enables more real-time insights into customer behaviors, personalization is becoming fundamental to business success, driving
- 2. Simon Abrahams Head of Market Strategy Hybrid Hosting: Enabling You To Deliver Amazing Online Experiences June 19, 2014 How Wimbledon is using big data to engage millions
- 3. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Key Take-Aways • Sitecore delivers the most outstanding customer experiences • Lab are total experts at delivering Sitecore • Hybrid Hosting is the ideal foundation to enable you to deliver amazing online experiences 3
- 4. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK 4RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Who Is Rackspace?
- 5. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK *All material and content provided is privileged and confidential 5
- 6. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK 6
- 7. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK 7RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Servers ? Data Centres ? Amazing Online Experiences ?
- 8. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Every Great Experience Needs Strong Foundations… 88RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK https://www.flickr.com/photos/psnh/3421373076
- 9. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Protect Your Customers 99RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK
- 10. 10 Maintain Reliability https://www.flickr.com/photos/love_and_pain/5085458559/in/photostream/ RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK
- 11. ‣ SECURITY / COMPLIANCE ‣ RELIABILITY ‣ FLEXIBILITY ‣ VALUE FOR MONEY WHAT IS THE PROBLEM? RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK 11 Be Flexible
- 12. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK https://www.flickr.com/photos/34402227@N03/4146880795 12RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Flexible Hybrid Solutions…
- 13. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Problem We’re Trying To Solve [Your Business].com 13
- 14. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Problem We’re Trying To Solve [Your Business].com 14
- 15. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Problem We’re Trying To Solve [Your Business].com 15
- 16. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Hybrid Solution For Amazing Experiences [Your Business].com 16
- 17. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Hybrid Solution For Amazing Experiences TRADITIONAL IT [Your Business].com 17
- 18. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Hybrid Solution For Amazing Experiences TRADITIONAL IT CLOUD [Your Business].com 18
- 19. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Hybrid Solution For Amazing Experiences OWN RENT RELIABLE SECURE PERFORMANCE [Your Business].com 19 CLOUD
- 20. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Hybrid Solution For Amazing Experiences OWN RENT RELIABLE SECURE PERFORMANCE FLEXIBLE LOW RISK [Your Business].com 20
- 21. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK 21 In Conclusion… RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK
- 22. RACKSPACE® HOSTING | WWW.RACKSPACE.CO.UK Key Take-Aways (again!) • Sitecore delivers the most outstanding customer experiences • Lab are total experts at delivering Sitecore • Hybrid Hosting is the ideal foundation to enable you to deliver amazing online experiences 22
- 23. 23 RACKSPACE® HOSTING | © RACKSPACE US, INC. | RACKSPACE® AND FANATICAL SUPPORT® ARE SERVICE MARKS OF RACKSPACE US, INC. REGISTERED IN TH E UNITED STATES AND OTHER COUNTRIES. RACKSPACE® HOSTING | 5 MILLINGTON ROAD | HAYES, UNITED KINGDOM UB3 4AZ UK SALES: +44 (0)20 8712 6507 | UK SUPPORT: 0800 988 0300 | WWW.RACKSPACE.CO.UK
- 24. Matt Pilgrim Partner & Alliances Director – Sitecore UK @matt_pilgrim Know every customer. Own every experience. Put your website at the center of your digital marketing strategy
- 25. 25 who we are
- 26. 26 who we are Sitecore allows you to have meaningful conversations with your customers online. Build personalised experiences, improve brand loyalty and monitor and manage your digital marketing efforts all from one platform. Sweet. 600+employees 50countries 21awards 11years in business 6moustaches 3000customers 500 8000developers 1000partners 1solution social butterflies geekscoffee lovers 5 450
- 27. 27 What we do
- 28. 28 what we do . Sitecore provide Platform and Tools Lab provide the craft Immersive Digital Experiences Brilliant Basics Magic Touches Consumer Advocacy =
- 29. The age of the consumer Stay Relevant Multichannel experience Embrace the data Capture, Refine & Learn
- 31. 31 world population # global mobile subscriptions # global mobile users # toothbrushes sold annually
- 32. Is mobile that big a deal?
- 33. People want to do more Mobile devices drive convergence Influencing other trends We are always connected
- 34. Z We are always connected
- 35. Full, Immersive experience Make changes to profile, view extended content, download forms and information, full presentations and videos Second screen experience Perhaps a 15 minute engagement period, likely to be a second screen, download content to read offline, video information, engagement could be influenced from other channels 3 minute experience Information snippets, profile information. Social integration and location based services. Surface content that is considerate of the real estate Relevant content
- 37. Connected Customer Stories How can we use Sitecore to create a connected customer engagement story across multiple channels? Anonymous Visitor Campaign Tracking Rules Based Personalisation Account Creation CRM ConnectivitySocial ConnectedOffline Interaction Predictive Personalisation
- 38. Mobile is a big opportunity for Digital Marketers Insightful view of your target audience Endless opportunity to be relevant New ways to start a conversation
- 39. 39 Data – collect, connect, personalise. In context. In real-time.
- 40. The data Cloud is an enabler The right tools Data = relevance
- 46. 46 Know every customer. Own every experience.
- 49. Contents 1. Why personalise? 2. Then v Now 3. The new customer journey 4. Personalisation with Sitecore 5. What the future holds
- 50. Source: AllTwitter - http://www.mediabistro.com/alltwitter/data-never-
- 51. Source: IBM - http://www-
- 52. Change Media consumption and habits are changing beyond recognition
- 55. Where are we now?
- 56. The New ABC • A – Attunement • B – Buoyancy • C – Clarity
- 58. The New Customer Journey Search on Google Purchase Google competitors Limited time offer Download/ view related content Conversations online around content Watch video I want to buy… How do I decide? Visit website Read 3rd party review Receive email offer Orchestrated Marketing Based on keywords, make Recommendations, Show relevant images Email based on areas of interest from last web visit Recommend Links or content in follow-up email Visit Facebook page and Like 30 day e-coupon To increase urgency Ask peers Share and like content – not necessarily around core product/service
- 59. Story Telling Not story yelling!
- 61. Personalisation - What is it? More than just adding my name Interpreting behaviour Creating easy access to relevant information
- 63. Visit Data Being Tracked & Analysed
- 64. My Profile Being Updated Based on Behaviour
- 65. Site Reacting Based on Behavioural Profile
- 67. Personalisation – Rules Based
- 68. Picked Up Campaign and Extracted Search Terms
- 69. Understanding Intent Delivering a different experience based on intent
- 70. An exciting time Technology reinventing how people connect
- 71. Econsultancy report 85% of respondents said it is fundamental to their future business success to provide experiences that are responsive to customers based on real-time behaviours. Furthermore, those that are currently implementing real- time marketing reported a 26% uplift in their conversion rate on average.
- 72. The Future Customer engagement will become more important than ever as businesses realise the importance of reaching out to people on an individual basis Just a few months ago…
- 73. @LabDigitalUK
Hinweis der Redaktion
- Reference other speakers Mobile phone buzzing fact
- Not talking about if you like this then that Or showing a welcome back Tom message on login Next level personalisation that results in alignment with customers and them coming back to your site again and again
- 90% of ALL DATA created in the last 2 years!!! This is on an upwards trajectory We now have watches, cars, glasses that are creating data at phenomenal rate
- We had Moore’s law computing power doubling every two years (roughly) which has now stopped and looks to be every 3 years There’s now so much noise, there’s so many channels AND technology adoption is changing so quickly The companies that deal with this change and use of data that is created will separate themselves So as a contrast what was it like before? Seeing as we’re in a private screening room I thought I’d show a short video…
- When you had fewer place to go to buy that product When the seller had more information than the customer Now the customer quite often has more information than the seller
- Customers now have information in abundance It’s about creating clear easy pathways to that
- Attunement – really understanding what your customers want, what they are talking about, how they talk about it Buoyancy – creating experiences and conversations online that are two way and across all my devices Clarity – stripping back and simplifying your message so that it gets through to me with all this noise
- Channels across the different sites and devices Engagement from campaigns, offers and messaging AND Intelligence collected on the back of this that allows us to improve and evolve our offering This leads into a customer journey that is far from straight forward
- Being able to provide relevant content and conversations at each of these stages is the challenge
- The age of the customer is about putting them at the centre, It’s about a much deeper understanding of your customers Just because you can now contact me across all these channels it doesn’t mean I want to be sold to on every single one!! This mass market approach has changed dramatically due to the amount of data available, consumers want personalised easily accessible content
- Important to remember that it’s a relationship you’re trying to build online There is a natural flow to conversations online Jack Daley bike shop Remembering where you left off Speaking the same language
- Travel industry – kids, holiday type, destination etc For example the information you get when a user complete a search on your site If someone has entered they have children in a search field and you’re not tailoring the content to show family
- Communication discussion point – is it helping or hindering Privacy discussion point – value exchange for information AND trust that you will use it in the right way
- World is changing Delivering experiences that are customer centric is now hugely important
- I was headed out to a conference in NY While on the plane I tweeted “can’t wait to get to hotel. Hope to have lunch at the Spotted Pig and watch the Knicks play tomorrow” A few hours later as I walked into the hotel I was exuberantly greeted “Welcome Mr Head, we’re so glad you’re here. We saw your tweet. The restaurant you wanted to try? We have a table for you. And the tickets for tomorrows game, they are in your room ready for you”. A dream travel experience, right? Alas it was a dream. Instead I was just handed my keys during check in. But it could of happened and what if we took this as the benchmark, what if we tried to achieve this. What impact would that have on our customer advocacy. That’s what we strive for here at Lab.
- Feel free to tweet throughout!