Ascertaining your Digital Experience (DX) maturity can be a daunting challenge for even the most seasoned businesses. The 1st of our 4-part webinar series, where we will breakdown the challenge by addressing the stages of digital experience using the DX maturity model eBook (https://bit.ly/32MLZxS) and framework. In this session, you will learn about: - How relevant is the Digital Experience maturity model to your business? - Content topics for discussion in subsequent webinar sessions - What are some of the most common challenges / pain points many businesses face?

1. What is the Digital
Experience Maturity
Model
Tony Peters
July 2020

2. Asia DX Maturity Model Webinar 4-part series

3. Download the eBook for Free (Later!)

4. Digital Customer Experience (DX) Areas
Reachability
Service
Convenience
Purchase
Convenience
Personalisation
Channel
Flexibility
Simplicity and
Ease of Use
Digital
Customer
Experience
Excellence

5. Photo by Camila Quintero Franco on Unsplash

7. Photo by JESHOOTS.COM on Unsplash

8. Photo by Michelle Tresemer on Unsplash

9. Photo by Michelle Tresemer on Unsplash
BAU

11. What are you currently doing about DX?
Reachability
Service
Convenience
Purchase
Convenience
Personalisation
Channel
Flexibility
Simplicity and
Ease of Use
Digital
Customer
Experience
Excellence

12. What are you currently doing about DX?
BE HONEST

13. DX Maturity Model

14. Build vs Buy
"Many organizations are spending
up to four years trying to unify
customer data themselves without
ever nearing satisfaction." - Gartner
Key Considerations
● Resources / labor expenses
● Time to Value
● Opportunity costs

15. Benefits proof point
Task Before
Acquia CDP
With
Acquia CDP
Pull a customer list for direct mail 2 weeks 10 minutes
Execute a Facebook campaign 3 weeks 30 minutes
Execute an email campaign 2-3 weeks 30 minutes
Execute an SMS campaign 1.5 weeks 30 minutes
Selecting data for campaign 2 weeks 30 minutes
Customer service can see details Not possible Refreshes daily
Internal CRM team can access customer profile Not possible Direct access
Run basic counts and audience segment size No direct access Direct access
Send data to multiple 3rd
party suppliers (Print
house, Facebook, etc.) within 30 minutes
Not possible 10 minutes
Build detailed campaign selections in Actions 1 week Direct access
Surface customer barcode number in call
center
Not possible Daily

16. Key takeaways
1. Align business user maturity with senior mgmt pain
2. Don’t get fixated on Business As Usual
3. Be honest in your current DX appraisal

17. Asia DX Maturity Model Webinar 4-part series

18. Download the eBook for Free
https://www.acquia.com/resources/ebooks/digital-experience-dx-maturity-model