Personalizing and Targeting Web Content for Customer Experience Management

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Today's users are online more often but in shorter bursts than ever before, so it's critical to speak to engage them directly with timely, relevant content. Delivering targeted and personal content …

Today's users are online more often but in shorter bursts than ever before, so it's critical to speak to engage them directly with timely, relevant content. Delivering targeted and personal content and services across multiple online channels is a key ingredient to initiating and holding those meaningful conversations.

This presentation discusses best practices for personalization and how Crafter Rivet -- our open source Web Experience Management solution built on Alfresco -- enables delivery of real-time, dynamic and personalized content based on visitor profiles, behavioral patterns, social graphs, and more.

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  • 1. Personalizing and Targeting Web Content for Customer Experience Management August 2012 Russ Danner, WEM Practice DirectorRivet Logic Corporation11410 Isaac Newton Square N.Suite 210Reston, VA 20190Ph: 703.955.3480 Fax: 703.234.7711 ARTISANS OF OPEN SOURCE
  • 2. Rivet Logic•  Award-winning professional services focused on: o  Web Experience Management o  Enterprise Content Management o  Collaboration and Social Communities•  Using Leading Open Source Software Copyright © 2012. Rivet Logic Corporation. All rights reserved. 2 ARTISANS OF OPEN SOURCE
  • 3. Crafter Rivet User Friendly Authoring In-context Preview and Editing Multi-Channel Publishing Marketing Analytics Integration Mobile Application Support Social Media Integration Workflow and Schedule Publishing Internationalization Support Dynamic, Device Specific Content DeliveryCopyright © 2012. Rivet Logic Corporation. All rights reserved. 3 ARTISANS OF OPEN SOURCE
  • 4. Personalization and TargetingCopyright © 2011. Rivet Logic Corporation. All rights reserved. 4 ARTISANS OF OPEN SOURCE
  • 5. Mobile is a game changer ARTISANS OF OPEN SOURCE
  • 6. Mobile growth is explodingCopyright © 2011. Rivet Logic Corporation. All rights reserved. 6 ARTISANS OF OPEN SOURCE
  • 7. Web use is more situationalCopyright © 2011. Rivet Logic Corporation. All rights reserved. 7 ARTISANS OF OPEN SOURCE
  • 8. Speak directly with relevant content Copyright © 2011. Rivet Logic Corporation. All rights reserved. 8 ARTISANS OF OPEN SOURCE
  • 9. What is Content Targeting?Common Content Everyone ARTISANS OF OPEN SOURCE
  • 10. What is Content Targeting?Common ContentCustomer Content Customers Everyone ARTISANS OF OPEN SOURCE
  • 11. What is Content Targeting?Common ContentCustomer Content Customers PartnersPartner Content Everyone ARTISANS OF OPEN SOURCE
  • 12. What is Content Targeting?Common ContentCustomer Content Customers PartnersPartner Content Everyone Mixed Content Stovepipe Sites ARTISANS OF OPEN SOURCE
  • 13. What is Content Targeting?Common ContentCustomer Content Customers PartnersPartner Content Everyone ARTISANS OF OPEN SOURCE
  • 14. What is Content Targeting?Common ContentCustomer Content Customers PartnersPartner Content Everyone Rules Engine ARTISANS OF OPEN SOURCE
  • 15. What is Content Targeting?Common ContentCustomer Content Customers PartnersPartner Content Everyone Rules Engine Social Profile Location Activity Graph ARTISANS OF OPEN SOURCE
  • 16. What is Content Targeting?Common ContentCustomer Content Customers PartnersPartner Content Everyone Rules Engine Social Profile Location Activity Graph ARTISANS OF OPEN SOURCE
  • 17. Understanding the user ARTISANS OF OPEN SOURCE
  • 18. Understanding the user ARTISANS OF OPEN SOURCE
  • 19. Getting Started ARTISANS OF OPEN SOURCE
  • 20. What do I need to get started?Know your audience, content, communication planand overall strategy ARTISANS OF OPEN SOURCE
  • 21. What do I need to get started? Audience, Content, Communication plan and Overall Strategy Know your organizational maturity level ARTISANS OF OPEN SOURCE
  • 22. What do I need to get started? Audience, Content, Communication plan and Overall Strategy Know your organizational maturity level Budget ARTISANS OF OPEN SOURCE
  • 23. What do I need to get started? Audience, Content, Communication plan and Overall Strategy Know your organizational maturity level Budget Have a Feedback loop ARTISANS OF OPEN SOURCE
  • 24. What do I need to get started? Know your audience, content, communication plan and Overall Strategy Know your organizational maturity level What’s your budget? Have a feedback loop. ARTISANS OF OPEN SOURCE
  • 25. DEMO ARTISANS OF OPEN SOURCE
  • 26. Learn More Wiki: crafterrivet.org Download: bit.ly/crafter-download Forums: bit.ly/crafter-forum ARTISANS OF OPEN SOURCE
  • 27. rivetlogic.com blogs.rivetlogic.comfacebook.com/rivetlogicyoutube.com/rivetlogic twitter.com/rivetlogic ARTISANS OF OPEN SOURCE