2. 11
1
2
3
4
• Real time customer behavior – how
can Sitecore 8 help marketers
• High velocity marketing programs
• Sitecore 8 enables multi-channel
marketing
• Engaging with customers in a
personalized manner
6. 5
Buyer is informed Buyer Journey
is dynamic and cross channel
Buyer has
little attention
Thecustomer haschanged
7. 6
Characteristics of the new customer
• Disengages with irrelevant
content
• Consumes content across
channels
• Is empowered with knowledge
and information
• Wants to interact with brands
where she wants and on her
own terms
• Is always-on/connected
• Wants brands to know her
expectations
8. 7
How does Sitecore 8 really work?
Bettermanagelargesetsofcustomerinteractions*;
and
Betterunderstand customerbehaviorandintent
1. *Aninteractionisthewayinwhichapersoncommunicatesorengages
withanorganization.
2. 1Interaction=1visit/session
3. Allinteractionsfromthefirstanonymousvisittocustomersshowing
higherlevelsofengagementandcommitmentarerecordedinSitecore.
17. 16
Unique features of Sitecore Analytics
Analytics
Features
Sitecore Analytics Adobe Analytics
(Omniture)
Google Analytics
(Premium)
CoreMetrics (IBM)
Acquisition,
Behavior and
Conversion
Analysis
Yes Yes Yes Yes
Events and
Goal Tracking
Yes Yes No Yes
Website
Personalization
in real time**
Yes Yes (can be
customized with
AEM, but needs
time and costs)
No Yes (can be customized
with CMS but needs time
and costs)
Experience
Analytics**:
Complete, real
time profile
information for
known/unknown
visitors
Yes Yes (can be
customized with
AEM, but needs
time and costs)
No No
A/B multivariate
testing
Yes (Automated) Yes (Automated) Yes (Manual) Yes
Attribution
Analysis
Yes Yes, but may need
integration with
additional tools
Yes No
Integration with
Marketing
Automation **
Yes Yes, but needs
integration with
additional tools
No Yes, but needs integration with
additional tools
30. 29
The Marketer’s perspective
WEB MOBILE EMAIL SOCIAL
Cross-channel Engagement
YOUR FIRM:
WEB
EXPERIENCE
YOUR FIRM:
MOBILE
EXPERIENCE
YOUR FIRM:
EMAIL
EXPERIENCE
YOUR FIRM:
SOCIAL
EXPERIENCE
31. 30
YOUR FIRM: ONE BRAND AND CONTENT EXPERIENCE
The customer’s perspective
COMMUTING IN MEETINGS AT LUNCH AT THEIR
DESK
AT HOME
Device: Tablet
Device:
Desktop
Device: PhoneDevice: TabletDevice: Tablet
Channel: Web
Channel:
Email
Channel:
Twitter
Channel: Web
Channel:
Email
32. 31
Personalization—marketers are doing a lot of it now
Personalization is being taken
from any or all of the following
sources of insight
1. Users' profiles and
preferences: everything
they’ve told you about
themselves (if you already
know them).
2. Customers' history with you:
using intelligence from what
they’ve done on your site, in
your community, in response to
your emails, etc.
4. How they found you: the search
terms that delivered them, or a
tagged campaign URL that they
clicked on.
5. Their immediate behaviors: what
they’re doing in the current
session (clickstreams, site
searches, etc.).
6. Customer life stage: leveraging
insight - a new prospect reading
up on you, a past/inactive
customer or an existing
customer looking to do more
with you.
Customer experience is strategic to customers. It is a top priority for customers.
Edits: headings need to be consistent. Use slide master to make changes.
The buyer has changed.
The buyer is more informed than ever before. They start the buying process, before they even connect with new clients, they are, by some estimates, 50% of the way through the process.
The buyer moves across the buyer journey across channels quickly. Buyers move from mobile to web to social and expect organizations to know them and deliver personalized and contextual content.
With information abundance, the buyer has little attention.
So the buyer has changed, and organizations need to engage with this buyer in a new way.
we have the ability to collect every interaction an individual has with a brand. We have added the ability to collect online interactions from non-Sitecore sites, through the Experience Manager, social media interactions, offline interactions, as well as the ability to measure transactions or billable outcomes. All of this in an extensible way that allows you enrich this data from other sources as well.
You can attribute each of these interactions to channels that can be molded fit your business.
And we can visualize an individual customers journey with your brand through the Experience Profiles.
Anonymous – Known – Converted – Returning.
To find out more:
Session:
The power of a single customer view: xDB™ - T1BMark Stone, Sitecore, Thursday, Product Track
(FXM) Extending the power of Sitecore across all platforms
Adam Conn + ARKE, Wednesday
we have the ability to collect every interaction an individual has with a brand. We have added the ability to collect online interactions from non-Sitecore sites, through the Experience Manager, social media interactions, offline interactions, as well as the ability to measure transactions or billable outcomes. All of this in an extensible way that allows you enrich this data from other sources as well.
You can attribute each of these interactions to channels that can be molded fit your business.
And we can visualize an individual customers journey with your brand through the Experience Profiles.
Anonymous – Known – Converted – Returning.
To find out more:
Session:
The power of a single customer view: xDB™ - T1BMark Stone, Sitecore, Thursday, Product Track
(FXM) Extending the power of Sitecore across all platforms
Adam Conn + ARKE, Wednesday
we have the ability to collect every interaction an individual has with a brand. We have added the ability to collect online interactions from non-Sitecore sites, through the Experience Manager, social media interactions, offline interactions, as well as the ability to measure transactions or billable outcomes. All of this in an extensible way that allows you enrich this data from other sources as well.
You can attribute each of these interactions to channels that can be molded fit your business.
And we can visualize an individual customers journey with your brand through the Experience Profiles.
Anonymous – Known – Converted – Returning.
To find out more:
Session:
The power of a single customer view: xDB™ - T1BMark Stone, Sitecore, Thursday, Product Track
(FXM) Extending the power of Sitecore across all platforms
Adam Conn + ARKE, Wednesday
we have the ability to collect every interaction an individual has with a brand. We have added the ability to collect online interactions from non-Sitecore sites, through the Experience Manager, social media interactions, offline interactions, as well as the ability to measure transactions or billable outcomes. All of this in an extensible way that allows you enrich this data from other sources as well.
You can attribute each of these interactions to channels that can be molded fit your business.
And we can visualize an individual customers journey with your brand through the Experience Profiles.
Anonymous – Known – Converted – Returning.
To find out more:
Session:
The power of a single customer view: xDB™ - T1BMark Stone, Sitecore, Thursday, Product Track
(FXM) Extending the power of Sitecore across all platforms
Adam Conn + ARKE, Wednesday
we have the ability to collect every interaction an individual has with a brand. We have added the ability to collect online interactions from non-Sitecore sites, through the Experience Manager, social media interactions, offline interactions, as well as the ability to measure transactions or billable outcomes. All of this in an extensible way that allows you enrich this data from other sources as well.
You can attribute each of these interactions to channels that can be molded fit your business.
And we can visualize an individual customers journey with your brand through the Experience Profiles.
Anonymous – Known – Converted – Returning.
To find out more:
Session:
The power of a single customer view: xDB™ - T1BMark Stone, Sitecore, Thursday, Product Track
(FXM) Extending the power of Sitecore across all platforms
Adam Conn + ARKE, Wednesday
Edits: need a new icon for design. It should be instead of measure. Measure should be where personalized circle is.
Organizations need a framework to be successful. CX is a journey that organizations need to undertake to be successful.
Our approach start by understanding the customer and her journey. We design a cx strategy to improve engagement and drive revenue. We identify key touch-points and identify capabilities to support across the customer lifecycle – from website, portals, email. We then create a roadmap to execute the CX strategy
Our experiences are driven by customer needs. We analyze your data to define an experience our websites drive personalization by understanding the user persona.
We implement and integrate your technology.
We support you to ensure that marketing campaigns and initiatives are customer driven rather than campaign focused.
Finally, we provide you a single view of the customer that you can use to optimize engagement.
Design: Change icon for design. Move it next to strategy and move measure down
32% to search on Internet
35% to ask a friend -80% out of those 35% will search for your website to know more about you.
Almost 60% of the users will use your website as a first touch point
This makes Analytics more important for law firms
32% to search on Internet
35% to ask a friend -80% out of those 35% will search for your website to know more about you.
Almost 60% of the users will use your website as a first touch point
This makes Analytics more important for law firms
32% to search on Internet
35% to ask a friend -80% out of those 35% will search for your website to know more about you.
Almost 60% of the users will use your website as a first touch point
This makes Analytics more important for law firms
Put image of girl in middle in a circle
we have the ability to collect every interaction an individual has with a brand. We have added the ability to collect online interactions from non-Sitecore sites, through the Experience Manager, social media interactions, offline interactions, as well as the ability to measure transactions or billable outcomes. All of this in an extensible way that allows you enrich this data from other sources as well.
You can attribute each of these interactions to channels that can be molded fit your business.
And we can visualize an individual customers journey with your brand through the Experience Profiles.
Anonymous – Known – Converted – Returning.
To find out more:
Session:
The power of a single customer view: xDB™ - T1BMark Stone, Sitecore, Thursday, Product Track
(FXM) Extending the power of Sitecore across all platforms
Adam Conn + ARKE, Wednesday
we have the ability to collect every interaction an individual has with a brand. We have added the ability to collect online interactions from non-Sitecore sites, through the Experience Manager, social media interactions, offline interactions, as well as the ability to measure transactions or billable outcomes. All of this in an extensible way that allows you enrich this data from other sources as well.
You can attribute each of these interactions to channels that can be molded fit your business.
And we can visualize an individual customers journey with your brand through the Experience Profiles.
Anonymous – Known – Converted – Returning.
To find out more:
Session:
The power of a single customer view: xDB™ - T1BMark Stone, Sitecore, Thursday, Product Track
(FXM) Extending the power of Sitecore across all platforms
Adam Conn + ARKE, Wednesday