How better customer experience can be achieved through personalized customer journeys and smart content infrastructure. Webinar slides by Frosmo, AmazeRealise and Contentful

1. Great CX requires
personalization

2. Meet the presenters
2
Chris Barnes
Customer Experience Director
AmazeRealise
Maija Erkheikki
Chief Channel Officer
Frosmo
Kristin Montag Brown
Head of Partnerships, EMEA &
Asia
Contentful

3. Challenges in Digital Commerce
Gartner, 2019
3

4. CX as a competitive advantage
4

5. Content is a strategic investment
5
FAQ, Support Recruiting
Customer Service Human Resources
Campaigns ecommerce
Marketing Merchandising
TeamsInitiatives

6. Our vision: stacks beat suites
6
Innovative companies will assemble modular stacks, with a content hub at the center
Digital Experience Suites Digital Experience Stacks
vs.

7. It’s time for a new way: content infrastructure
It’s not a
traditional CMS.
It’s a platform
for modernizing
how content flows
through engaging
digital experiences:
websites, apps,
connected devices,
and beyond.
Modern stacks include highly-specialized platforms that simplify & accelerate development
7
OptimizationAnalyticsSearch Content

8. Extend your editorial experience
Work with your existing tools inside Contentful
8
Contentful + Spotify
Contentful + Marketo
Contentful + Google Analytics

9. Personalisation and eCommerce
9

10. Developers
Editors
10
● Rich text editor with extensible UI
● Asset management and editing
● Content versioning
● Content localization
● Bulk editing
● User and team management
● Custom views and workflows
● Governance (SSO, roles & permissions)
● Compliance (PCI, GDPR)
● Content modeling via web, API, or CLI
● Cloud, language, framework of choice
● Portfolio of APIs (REST and GraphQL)
● SDKs for the major languages
● Dev environments for software delivery
● Multiple CDNs
Create & Manage
Build & Deliver
Admin & Scale
Integrations
DAM
Translations
Experiments
Personalization
Commerce
Search
Build
Deploy
Serverless functions
Workflows
Identity Providers
Extend far beyond the Contentful platform
Developers and editors can leverage their existing investments and tools

11. More than software: gain our expertise too
11
Our Customer Success team works daily with the world’s biggest brands and enterprises
Customized project
oversight and expert
guidance throughout
your ongoing
Contentful relationship
Expert guidance for
setting up your content
infrastructure and
content operations best
practices
Workshops tailored to
your team’s specific
needs each step of the
way, including the
Contentful Academy
Ongoing technical
support and an online
library of resources,
documentation, guides,
tutorials and more
Strategic
Management
Training &
Enablement
Customer
Solutions Launch
Guidance
Customer Support
& Online Learning
The Contentful team includes Account Executives, Customer Success
Managers, Architects, and Customer Support — to accelerate your success

12. Accelerating developer
and editor productivity with a reusable
architecture
I N D U S T R Y
Travel & Hospitality
R E S U L T S
● Deployment time increased from two
weeks to 30 minutes
● A content infrastructure that many
people could maintain
● Over 30 team members onboarded in
six months
● Load times decreased 78%
● Bounce rate decreased 31%
● Relative mobile conversion rate
increased 11%
5x Faster to launch
new touchpoints

13. 13
Contentful helps drive proven business results
Global brands and enterprises can launch, optimize, and scale digital products more rapidly
5x faster
to launch new
customer touch points
Modern Stack
Websites
3x faster
to launch new event
and campaign
microsites
Personalized
Experiences
14% increase
in conversion rate with
personalization
integrations
Agile
eCommerce
66% decrease
in unit cost of new
digital products across
business teams
Digital Delivery
Platforms

14. ● Most flexible
○ Create the CX your clients desire
● Faster time to market
○ With new features and touch
points
● Increased revenue
○ Higher conversion through
personalisation
With the right digital experience stack...
14
Digital Experience Stacks

15. Key takeaways and Q&A

16. Thank You
www.frosmo.com
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