This document summarizes how Sitecore can drive commercial success through personalization. It provides case studies of how Sitecore was used by Scandlines, University of Toronto, easyJet, and Nissan to improve customer experiences and business outcomes. Sitecore allowed these companies to personalize experiences for each customer through rules-based personalization, campaign management, and automation based on customer data and behaviors. This resulted in outcomes like reduced bounce rates, increased engagement, and improved conversion rates.

1. Know
every
customer.
Shape
every
experience.
How
the
Sitecore
drives
commercial
success.
Presented
By
//
Jannik
Devantier,
Senior
Sales
Enablement
Manager
–
EMEA
02
September
2015

2. 2
Background

3. 3

4. The
Approach
Business
First
Small
Steps
Crawl,
Walk,
Run
Fast
Wins

5. 5
85.4%

6. 6
Initiate
to
Optimise
Low
Hanging
Fruit

7. 7

8. Case
Study
Scandlines

9. 9

10. 10
Use
Rules
Based
Personalisation
Campaign
Management
Engagement
Automation

11. 11
Simple
-­‐
Automated
Booking
Flow
Dialogue
Error
occurred
Customer
bounced
Booking
completed
"Dear
Jamie,
We
can
see
that
an
error
occurred
while
booking,
click
here
and
return..."
"Dear
Jamie,
Book
your
tickets
in
advance
and
save
money.
Click
here
and
return
to
your
order"
"Dear
Jamie,
Thank
you
for
your
Booking,
we
look
forward
to
seeing
you
onboard"
2
days
before
trip
"Dear
Jamie,
Here
are
the
details
for
your
upcoming
trip,
you
can
also
sign
up
for
our
free
SMS
service..."

12. 12
Outcomes
Bounce
Reduced
54%
to
24%
65%
Increased
Page
Views
170%
Increase
in
Visit
Duration
Project
ROI
in
Just
2
Weeks

13. Case
Study
University
of
Toronto

15. 15
Use
Personalisation
on
Visit
Number
Personalisation
on
Geo-­‐location
Personalisation
on
IP
A/B
Testing

16. 16
Visit
1
How
can
I
get
in?
How
much
does
it
cost?

17. 17
Visit
2
Why
should
I
enroll?

18. 18
Visit
3
What
will
I
learn?
Who
are
the
teachers?

19. 19
Visit
4
Call
to
Action

20. Personalisation
Based
on
Geo-­‐Location
▲

21. Personalisation
based
on
Domain

22. A/B
Testing
Option
A

23. 23
Outcomes
Bounce
Reduced
23%
Visit
Duration
Increase
23%
Page
Visit
increase
14%
Time
on
Page
Increase
13%

24. Case
Study
easyJet

26. 26
Use
Campaign
Personalisation
Rules
Based
Personalisation
Booking
History
Personalisation
Email
Campaign
Management
Systemic
Personalisation

27. 1:1
personalisation
Offers
and
campaigns
–
personalisation
Various
methods
to
ease
booking
–
new
optimized
booking
engine
Personalised
offers
based
on
past
travel
and
booking
history
etc.
Real
time
pricing
Various
personalised
offers
mainly
attempting
to
upsell
to
passengers
depending
on
P-­‐
type
Integration
with
ECM
and
Campaign
automation
for
personalized
email
conversations

28. 28
Outcomes
“During
the
easyJet
January
Sale,
easyJet’s
biggest
to
date,
the
personalised
homepage
helped
fill
two
planes
every
minute”
20%
bookings
increase.

29. Case
Study
Nissan

30. 30

31. 31
Use
Campaign
Personalisation
Customer
Profiling
Social
Personalisation
Campaign
Management
A/B
Testing
Engagement
Automation

32. 32

33. 33

34. 34
Outcomes
Test
Drives
up
150%
Contact
Us
up
150%
Bounce
Rates
on
Ads
-­‐30%
Goal
Abandonment
Halved
250K
“Dream
Cars”
in
6
Months

35. 35
What
Could
Sitecore
do
for
Your
Business
?