What are your customer’s pain points? Where are the barriers to conversion? Do customers readily provide their information? In other words, do customers love your site … or not? Find out all the ways you can determine if they do in this session. Presented in conjunction with a leading provider of senior living communities, the session shows how to marry user testing with Sitecore Experience Database (xDB) personalization tools, to deliver the right content, at the right time, to the right person. You will love the results of context marketing at its finest! Presented by Delphic Digital's Sr. Account Director, Kate Dalbey @k8dalbey), and Sunrise Senior Living’s Sr. Director of Online Marketing, Abby See (@AbbyGSee) at the 2016 Sitecore Symposium.

1. Romancing the Customer
Experience
A Love Story Between
UserTesting & Sitecore xDB Personalization
Presented by:
Kate Dalbey & Abby See

2. © 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners.
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2
About Abby & Kate

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3
This is a Love Story

4. © 2001-2016 Sitecore Corporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners.
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4
Between Sitecore xDB & UserTesting

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5
Between Client & Agency

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6
Between Consumer &Technology

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The Sunrise Senior Living Community

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9
A Unique Audience

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10
Urgent Need

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11
Difficult Decision

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12
The Joy of Every Day

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13
The Focus is on the Customer

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14
Customer Not at the Center of Design

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15
TheyWeren’t Feeling the Love

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16
The Importance of Listening

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17
It BeganWith UserTesting

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18
UsersWere Feeling…Frustrated

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19
SoWe BuiltThem ATool

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20
Called the Care Questionnaire

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21
A Quick Care Assessment

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To Give Customers a Starting Point

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To HelpThem Make a Difficult Decision

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That RomancedThem… A Little

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25
ButWith More Help From Sitecore xDB

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Through Results-Based Personalization

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27
Delivering Content ExactlyWhen Needed

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Romancing WithTrusted Content

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29
Customers Feel the Love

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Setting It Up In Sitecore

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How Can I DoThat?

32. Step 1
32
Ask Users to do things youTHINK are easy
• UserTesting
• Focus Group
• Surveys

33. Step 2
33
Listen to their answers

34. Step 3
34
Give them what they ask for

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Within Reason

36. Step 4
36
Personalize that experience based on
their needs
Step 4
Personalize that experience based on
their needs

37. Step 4
37
Personalize that experience based on
their needs
Step 5
Measure, Iterate, Improve, Repeat

38. And Remember…
It’s Not AboutYou.
It’s AboutThem.

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So…Remember to Listen

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Remember to Iterate

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Remember the Romance

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43. FOR DISCUSSION PURPOSESONLY. Sitecore
Confidential and Proprietary. © 2016 Sitecore
Corporation A/S. All rights reserved. Sitecore®
and Own the Experience® are registered
trademarks of Sitecore Corporation A/S. All
other brand and product names are the
property of their respective owners.