Organizations are used to engaging their customers through the dated concept of a linear conversion funnel and struggle to offer contextual experiences that minimize the opportunities for attrition in today’s connected world. With experience management solutions powered by Drupal such as Acquia Lift and Journey, you can orchestrate personalized interactions that target users with segmented content, while also leveraging Google Analytics to ensure the bespoke engagement offered is based on user behavior. The true power of these hyper-focused experiences can be fully unlocked for your organization when transactional offers are surfaced seamlessly at the right point of the customer journey via Elastic Path, the most robust API-based commerce system. In this webinar you’ll learn: - How to offer relevant, orchestrated journeys so the moment of conversion doesn’t represent a departure from or conclusion of the experience, but rather a segway to deeper engagement - How analytics and a single view of cross-channel transactions can shape hyper-focused experiences - How API-based commerce powered by Elastic Path can interact with Acquia solutions to embed monetization opportunities in customer experiences - How sectors like industrial manufacturing, healthcare and consumer services take advantage of this experiential paradigm

1. Monetizing Insights
with Experiential Commerce
Unlock hyper-focused customer engagement
October 10th, 2019

2. SpeakersMaggie Schroeder
Product Marketing Manager, Acquia
Maggie joined Acquia in early 2019 as the Product Marketing Manager for Acquia Cloud. She comes to
Acquia with experience as a Product Marketing Manager at a company that focused on enterprise cloud
management. As a product marketer she spends her days helping to bridge communication between
engineering, sales, and marketing. As a result, Maggie is passionate about helping IT professionals and
marketers find products that eliminate time-consuming tasks and get back to helping their businesses
innovate.
Jim Biermeier
Senior Business Development Director, Bounteous
Jim has more than 20 years experience in the tech space. He has held key roles across Sales, Business
Development and Account Management focused in the SaaS and Enterprise Commerce space. He has
worked with clients like Symantec, Autodesk, Western Digital, T-Mobile and Sprint. Jim has spent the
last four years enabling growth and efficiencies for his clients with modern, experience-led commerce
solutions that leverage leading experience cloud solutions from Adobe, Acquia and Bloomreach.
Lee Trotter
Director, Pre-Sales Product Experience, Elastic Path
Lee leads a team of skilled developers within Elastic Path’s Technical Pre-Sales team to guide and
build a robust backend demo platform supporting a wide variety of sales opportunity verticals. He
providing strategy concepts within the demo and sales cycle to Solutions Consultants and Account
Executives and plays the key role of acting as liaison between Pre-Sales and Elastic Path Product
Management.

3. 3
- Introductions
- A day in the life of buyers today
- Crafting your experiential commerce journeys
- How to unlock and monetize hyper-focused
customer engagement
- Industry Use cases
- Q&A
AGENDA

4. Leading API-driven
commerce platform
250+ leading brands
$60B+ customer revenue
170+ countries served
55% R&D growth last
year
The Open Source Digital
Experience Company
leveraging Drupal
4,000 customers
Including 1,800
enterprises
94% customer
satisfaction
90% expansion of R&D
Leading Digital Agency
specialized in Acquia,
Drupal and Elastic Path
implementation
12 Certified Acquia
Grandmasters, 80+
certifications
Leading integration
between Acquia DXP,
Google AI platform and
GA 360

6. A day in the life of
buyers today

7. A day in the life of a buyer
Awareness Consideration Intent Purchase Retention &
Advocacy

8. A day in the life of a buyer today
Awareness Consideration Intent Purchase Retention &
Advocacy

9. Companies with the strongest omni-channel customer
engagement strategies retain an average of 89% of their
customers, as compared to 33% for companies with weak
omni-channel strategies. - Aberdeen Group
Today, customers use an average of almost six touchpoints
when buying an item, with 50% regularly using more than
four.
5/6
89%
33%

10. What is experiential commerce?
Ever changing customer expectations and the proliferation of user touchpoints are
driving the need for brands to embrace experiential commerce in order to
❏ Gain control over the customer experience
❏ Deliver unified and highly engaging digital retail experiences
❏ Make products and services available from any device or channel
❏ Deliver the right information and the right offers at the right time
❏ Make transactions as seamless as possible

11. Crafting your
experiential commerce
journeys

12. “The customer of 2020 will be more informed and in charge of the experience they receive.
They will expect companies to know their individual needs and personalize the experience.
Immediate resolution will not be fast enough as customers will expect companies to
proactively address their current and future needs.”
– Customers 2020, Walker
Maximizing satisfaction with customer journeys can
increase customer satisfaction by 20%, lift revenue by 15%
and lower the cost of serving customers by as much as 20%.
- McKinsey & company
20%
15%
20%

13. Hyper-focused customer engagement
Awareness
Customer
Context
Intent
Compelling
Experience
Purchase
Customer Data
Acquisition
Behaviour
Analysis

14. Hyper-focused customer engagement
Buyer Profile
Segmentation
Up-sell /
Cross-sell
Opportunity
Targeted
Experience
Purchase
Behaviour
Analysis
Customer Data
Enhancement

15. Hyper-focused customer engagement
Buyer Profile
Segmentation
Up-sell /
Cross-sell
Opportunity
Targeted
Experience
Purchase

16. How to unlock and
monetize hyper-focused
customer engagement

17. Headless commerce platform
Digital experience platform
Actionable
insights

18. Pillar #1: Customer context and personalization
Up-sell /
Cross-sell
Opportunity
Targeted
Experience
Purchase
Acquia Lift: Optimize The Customer Experience
PROFILE DATA
MANAGEMENT
CONTENT
SYNDICATION
PERSONALIZATION
ACQUIA
Profile ManagerContent Hub Experience Builder

19. Accelerate time-to-market:
Developer tools and intuitive,
easy to use API
Foster innovation:
Quick integration of new
touchpoints
Reduce complexity:
Less dependence on back-end
development
Create unified selling:
Consistent business logic across
channels
Deliver dynamic experiences:
Move away from hardcoded
interactions
Make upgrades seamless:
Through version-less APIs
Industry leading API-led commerce orchestration
Pillar #2: Seamless monetization of multi-channel experiences

20. 20Proprietary & Confidential
Data & Analytics
Quantitative Analysis
Experience Design
Qualitative Analysis
• Use existing data to learn more
• Remove “gut” decisions from the
process
• Focus design expertise at
highest value moments
• Craft journeys that make
a difference
DATA-DRIVEN EXPERIENCE & JOURNEY ORCHESTRATION Analysis Design Implementation AnalysisPillar #3: Combining quantitative and qualitative analysis

21. 21Proprietary & Confidential
INSIGHT-DRIVEN JOURNEYS IN A NUTSHELLBringing hyper-focused customer engagement to life
Awareness
Customer
Context
Intent
Compelling
Experience
Purchase
Customer Data
Acquisition
Behaviour
Analysis

22. 22Proprietary & Confidential
INSIGHT-DRIVEN JOURNEYS IN A NUTSHELLBringing hyper-focused customer engagement to life

23. Industry Use Cases

24. 80%
executives in B2B companies
believe that offering an
outstanding customer experience
is directly connected to generating
better business results and
ensuring the company has a
competitive advantage
- Accenture
86%
B2B decision makers prefer self
service tools for reordering
- McKinsey
$15tn.
Digitization and smart automation
are expected to contribute as
much as 14% to global GDP gains
by 2030, equivalent to about
US$15 trillion in today’s value
- PwC

25. Industrial manufacturing
Up-sell /
Cross-sell
Opportunity
Targeted
Experience
Purchase
Up-sell /
Cross-sell
Opportunity
Targeted
Experience
Purchase
Who
❏ Global Semiconductor company that generate over $4B in
revenue
❏ Powers millions of devices around the world
What
❏ Centralized content across all AMD websites
❏ Consolidated more than 30 layouts into 12 content types using Drupal 8
❏ Accelerated Drupal 8 development and delivery
Experiential solution
❏ 300 landing pages and 40 product paged pushed live to support a major product launch
❏ Shop conversion went up 200%
❏ Steps required for website conversion made 10% lower than industry average
Read the Full Story Here:
bit.ly/Acquia-AMD

26. Healthcare
Up-sell /
Cross-sell
Opportunity
Targeted
Experience
Purchase
Who
❏ Medical & research device manufacturing & distribution
❏ Benefits management & pharmaceuticals retailing
What
❏ Manage vast & complex catalogues
❏ Streamline multi-brand selling
❏ Facilitate geo-based fulfillment
Experiential solution
❏ Gain control over the purchase flow experience
❏ Deliver capabilities at scale
❏ Unify online & physical buying experiences

27. Consumer services
Up-sell /
Cross-sell
Opportunity
Targeted
Experience
Purchase
Who
❏ Leading U.S. Waste Management provider
❏ 33,000 employees serving 17M customers nationwide
❏ Commercial, industrial, municipal and residential customer segments
What
❏ View & purchase services available in residential area
❏ Quick and easy set up of account & payment preferences
❏ Configure bespoke services and ongoing support tailored to the needs of the business
Experiential solution
❏ Surface service availability dependant on customer context & contract status
❏ Capability to manage complex pricing requirements
❏ Deliver personalized omnichannel experience

28. November 11-13
Hyatt Regency New Orleans
New Orleans, LA
engage.acquia.com
Promo Code: GETENGAGED
*Discount is for $200 off ticketed price. Discount code not
to be combined with other offers. Valid for existing
customers & those evaluating Acquia; not valid for partners.
JOIN US!

29. Thank you for joining!
Questions?
Acquia - https://www.acquia.com/about-us/contact
Bounteous - https://www.bounteous.com/contact/
Elastic Path - https://www.elasticpath.com/company/contact-us
Contact Us