Nordic Ecommerce Summit Nansen - New Ecommerce Experience

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Martin Edenström, Nansen Stockholm, Nordic Ecommerce Summit Nansen, New Ecommerce Experience

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Nordic Ecommerce Summit Nansen - New Ecommerce Experience

  1. 1. The future ecommerce experienceapproachNansen Stockholm / Chicago / New York / LondonMartin Edenström / Andreas Carlssonmartin.edenstrom@nansen.com, andreas.carlson@nansen.com@MKSECom, @nofont
  2. 2. The web content management (WCM) market is in transition. Functionality toenable publishing to the Web — whether internally or externally — has becomecommoditized. Yet now, the WCM market is growing based on customerexperience management (CXM) needs, including multichannel delivery,contenttargeting,analytics,and integration with other CXM technologies.Forrester: Stephen Powers with Matthew Brown, Brian K. Walker, Joe Dang - 06/11
  3. 3. Fundamental recommendationsfor a healthy, durable platformto build upon:“Build for apersonal, conversationfriendly web.Organizations must have a plan, a strategy how, when and where tostart collecting visitor, user, customer data & connect with currentdata (email, social network) for on-going profiling.”Forrester 2012
  4. 4. Customer experience discipline:“A set of solutions which enable the management and delivery oftargeted, consistent content, offers, products and serviceinteractions across digitally enabled consumer touchpoints.Forrester q4 2011
  5. 5. “CXM proactively initiates contact, delivers content,preemptively solves problems and understands customerpreferences.Often before the customer requests it or knows they need it.”Peter Flynn, vice president Stratus
  6. 6. Så många nya rollerOmfattande, kostsammaupphandlingar
  7. 7. Personalisering MA ..CMS SökE-handel CRM Nyhetsbrev“Management by wearing down"
  8. 8. Vardagen•Mötesproblematik•Detta är upptagna individer•VAB•Sjukdom under åtminstone två kvartal av fyra•Krockande möten•Dålig mötesdisciplin
  9. 9. Trender
  10. 10. Vår typ av utmaning•Multi-screen behavior commerce•Power Distance•Adaptive shopping, not responsive•Demographic shopping adaptions
  11. 11. AGILE MENTORSHIP
  12. 12. PRODUCT OWNERMASTER OF THE UNIVERSE
  13. 13. BLENDED TEAMS
  14. 14. E-com buzz mania, så mycket nyttmCommerce, sCommerce, pCommerce, tCommerce, Instore-delivery, Zero-day delivery, Shoppingclubs, Responsivecommerce, Storefront apps / App support, Prenumerationer,Virtual dressingroom, ReMarketing, popupstore, Amazon3PL, Klarna Checkout, PayPal Mobile Checkout, AmazonCheckout, Product Information Management,Personalization, Recommendations / Prisjakt API, nyaförtroendefaktorer
  15. 15. BACKLOGINSPIRATION
  16. 16. DEFINITIVT ENORGANISATORISK FRÅGA
  17. 17. KPI
  18. 18. SLÄPP SARGEN
  19. 19. Tack.Thank you. 多謝. Danke.nansen.com

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