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Gathering Customer Insights with Sitecore - Xamarin Experience London 2017


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By Chris Vezey – Digital Experience Consultant @Sitecore

Published in: Technology
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Gathering Customer Insights with Sitecore - Xamarin Experience London 2017

  1. 1. Revolutionizing the relationship between businesses and their customers Gathering Customer Insights with Sitecore
  2. 2. 2 Disconnected technology fragments customer experience Fragmented and impersonal approach to the customer
  3. 3. 3 Customers expect a personalized experience in real time One powerful and connected brand experience
  4. 4. 4 Digital Communications –The Problem What’s the system of record for a customer’s (digital) experience? Mobile Email Marketing Print Collateral Campaign Management CRMOptimization (A/B and MV Testing) AnalyticsCommunityPersonalizationWCM
  5. 5. 5 The SitecoreValue Revolutionizing the Relationship between Businesses and their Customers Sitecore XP connects intelligence, content and automation so you can precisely engage with individuals in context Contextual Intelligence Content Management Omni-channel Automation appsprint email commerce social federated Web mobile
  6. 6. Channels Your Channels Email Print CommerceWeb Mobile Social POS Personalization WXM The backbone of digital experiences Content Management DigitalAsset Management Product Information Management Customer Experience Management Open connectors Customer Relationship Management Enterprise Resource Management Point-of-Sale 3rd Party Data RealTime and at Scale Segmentation Handling Automation/ Nurturing AnalyticsOptimization Sitecore xConnect CMO CIO Experience Database (One database) Processing xProfile Automation Progress Testing Outcomes Analytics Data Campaign Data Social Profiles 3rd Party Data Behavioral Data
  7. 7. 8 • Contact record contains a complete and comprehensive history of a visitor’s digital interactions across all devices and channels • The contact record may be extended with data from external sources • Data structures can accommodate almost any kind of data Experience Profile - your single view of the customer…
  8. 8. 9 Experience Profile – some other views Activity Profiling External Data
  9. 9. 10 Value Hierarchy Digital Goals Digital Marketing Objectives Marketing Objectives Strategic Objectives • Digital goals are aligned to business objectives • Goals indicates a visitor’s level of intent or commitment • Engagement value (EV) is based on the relative value of goals • A visitor’s accumulated engagement value is indicative of the level of their intent • With broad agreement, success can be reported using EngagementValue What constitutes value and success in a digital experience?
  10. 10. 11 Goals and EngagementValue Completed application Started Entered a Reviewed Used Clicked5 points 10 points 15 points 25 points 50 points 50 points
  11. 11. Sitecore Mobile SDK Manage your mobile application’s content from Sitecore Build native iOS and Android apps inVisual Studio usingC# in Xamarin Leverage a “publish content once, update often” environment that lets you update app content without having to re-submit the app to the online store where users download it 12
  12. 12. 13 And ready for what's next: IoT,VR, AR…
  13. 13. Revolutionizing the relationship between businesses and their customers Sitecore Experience Platform