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Great cx requires pesonalization


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

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Great cx requires pesonalization

  1. 1. Great CX requires personalization
  2. 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. 3. Challenges in Digital Commerce Gartner, 2019 3
  4. 4. CX as a competitive advantage 4
  5. 5. Content is a strategic investment 5 FAQ, Support Recruiting Customer Service Human Resources Campaigns ecommerce Marketing Merchandising TeamsInitiatives
  6. 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. 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. 8. Extend your editorial experience Work with your existing tools inside Contentful 8 Contentful + Spotify Contentful + Marketo Contentful + Google Analytics
  9. 9. Personalisation and eCommerce 9
  10. 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. 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. 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. 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. 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. 15. Key takeaways and Q&A
  16. 16. Thank You Name Title e-mail Telephone