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JahiaOne 2015 - Opening Keynote: The Road to Unified Customer Journey By Elie Auvray
The document discusses the importance of managing digital customer journeys and explores how companies like Ben & Jerry's leverage technology to enhance their brand experience. It emphasizes the role of Unified Experience Platforms (UXP) in integrating various digital tools and improving user experience through efficient content management. Furthermore, it highlights Jahia's capabilities in open-source solutions for enterprise content and application management, aiming to provide organizations with flexibility and control over their digital presence.
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JahiaOne 2015 - Opening Keynote: The Road to Unified Customer Journey By Elie Auvray
- 1. The Road To UnifiedCustomer Journey Elie Auvray – CEO & Co-Founder © 2002 - 2015 Jahia Solutions Group SA
- 2. Thank You &Welcome © 2002 - 2015 Jahia Solutions Group SA PLATNIUM GOLD SILVER TECHNOLOGY
- 3. Media Partners © 2002- 2015 Jahia Solutions Group SA
- 4. © 2002 -2015 Jahia Solutions Group SA Convergence Resilience Commitment
- 5. © 2002 -2015 Jahia Solutions Group SA Convergence (vision)
- 6. © 2002 -2015 Jahia Solutions Group SA How To Manage Your Digital Customer Journey ?
- 7. © 2002 -2015 Jahia Solutions Group SA
- 8. © 2002 -2015 Jahia Solutions Group SA
- 9. © 2002 -2015 Jahia Solutions Group SA
- 10. © 2002 -2015 Jahia Solutions Group SA
- 11. © 2002 -2015 Jahia Solutions Group SA
- 12. © 2002 -2015 Jahia Solutions Group SA
- 13. © 2002 -2015 Jahia Solutions Group SA How Code Empowers Social Good: The Ben & Jerry's Story By Saeed Jabbar
- 14. © 2002 -2015 Jahia Solutions Group SA “How do you scale and adapt to the latest technologies for an organization the size of Ben and Jerry's?” “Its a very interconnected web of software, data and process that lets the technology be kind of managed in a way that brings a little sanity to the chaos.” Jim Keyt, Senior Manager of Global Technology Strategy
- 15. © 2002 -2015 Jahia Solutions Group SA “What role does technology have in the socially conscious aspects of Ben and Jerry's? In regards to our social mission there's quite a few things that go on. There are campaigns and a content strategy which is 20% social, 20% fun, 30% fans, 30% product.”
- 16. © 2002 -2015 Jahia Solutions Group SA It’s all about brand EXPERIENCE
- 17. © 2002 -2015 Jahia Solutions Group SA “What impact did the mobile web have on your brand presence and how are you utilizing it now? We upgraded our CMS, implemented a responsive design and changed our content strategy to focus a lot more on photography and some illustration. We're getting close to 45% mobile traffic in most countries. In Japan and Singapore we're getting closer to 60-65% mobile visitors online.”
- 18. © 2002 -2015 Jahia Solutions Group SA “We're on … Jahia”
- 19. © 2002 -2015 Jahia Solutions Group SA
- 20. © 2002 -2015 Jahia Solutions Group SA Custom Business / Customer Application CRM Marketing SEM Analytics Website, Mobile Content & Digital Asset Management Commerce
- 21. © 2002 -2015 Jahia Solutions Group SA Custom Business / Customer Application CRM Marketing SEM Analytics Website, Mobile Content & Digital Asset Management Commerce
- 22. © 2002 -2015 Jahia Solutions Group SA The Rise of User Experience Platform “UXP becomes a Critical Infrastructure for Enterprises” (*) Source: Gartner
- 23. © 2002 -2015 Jahia Solutions Group SA Resilience (foundation)
- 24. © 2002 -2015 Jahia Solutions Group SA Pioneering the UXP vision Same day 1 vision of Convergence An open source platform Combining WCM, DMS & Portal with a unified business friendly interface Avant-garde Vision of Convergence Between WCM, DMS, and Application Integration (Portal) 2014 “Jahia is one of a few vendors with a single unified portal and WCM platform built from the ground up.” 2014 Magic Quadrant for Horizontal Portal 2009 “A proven, community-driven and sustainable OSS development model delivering Web content integration software by combining enterprise WCM with document and portal management features.” Jahia listed alongside 2009 Magic Quadrant for WCM
- 25. © 2002 -2015 Jahia Solutions Group SA Back to the future…
- 26. © 2002 -2015 Jahia Solutions Group SA Custom Business / Customer Application CRM Marketing SEM Analytics Website, Mobile Content & Digital Asset Management Commerce
- 27. The 3 marketingchaos Chaos of marketing tools Chaos of fragmented customers data Chaos of unclear data usage © 2002 - 2015 Jahia Solutions Group SA Digital Factory Marketing Factory 360° with privacy Ethical Wem vision, open source Get even closer to your customer by leveraging your brand power Commerce Factory (Brand Marketplaces)
- 28. © 2002 -2015 Jahia Solutions Group SA (to bring) “a little sanity into chaos”
- 29. © 2002 -2015 Jahia Solutions Group SA Custom Business / Customer Application CRM Marketing SEM Analytics Website, Mobile Content & Digital Asset Management Commerce JAHIA’S UXP – BACK END AGGREGATION CAPABILITIES JAHIA’S UXP – FRONT END MANAGEMENT CAPABILITIES
- 30. © 2002 -2015 Jahia Solutions Group SA How To Manage Your Digital Customer Journey ?
- 31. © 2002 -2015 Jahia Solutions Group SA How To Build Your Digital Customer Journey ?
- 32. © 2002 -2015 Jahia Solutions Group SA Jahia’s Digital Industrialization “Jahia's intuitive user interface uniquely accommodates a range of portal roles — from architects and developers to administrators and marketers managing websites and content like a factory assembly line” 2014 Gartner Magic Quadrant for Horizontal Portal “Customers report that Jahia is open and flexible enough for them to quickly build and scale portals, websites and applications” 2014 Gartner Magic Quadrant for Horizontal Portal Agility and control for Developers working with Digital Workers Authoring power for Digital Workers without relying on Developers
- 33. © 2002 -2015 Jahia Solutions Group SA “They are very few things you can’t do with Jahia” We have a global marketing team working on various platforms. We need to be able to maintain our branding and control quality. We want to be able to build everything within the same platform. We want to build templates & modules globally, not just on a per site basis. It should be flexible enough to work on a variety of platforms. We need something stable and secure “ ” Taylor Pratt, Manager of the Product SEM team at HomeAway 25+ mission critical projects delivered “Don’t be afraid to experiment and push its limits.”
- 34. © 2002 -2015 Jahia Solutions Group SA How To Manage Your Digital Customer Journey ?
- 35. © 2002 -2015 Jahia Solutions Group SA Take Control of Your Digital Customer Journey
- 36. © 2002 -2015 Jahia Solutions Group SA At The Forefront Of The Enterprise Digital Transformation
- 37. © 2002 -2015 Jahia Solutions Group SA Commitment (execution)
- 38. © 2002 -2015 Jahia Solutions Group SA Jahia’s #1 Rule Say what you do to your customer and do what you say
- 39. © 2002 -2015 Jahia Solutions Group SA
- 40. © 2002 -2015 Jahia Solutions Group SA United Kingdom Canada United States Australia “Jahia’s customers are sophisticated and large in size. Current customers span across industries such as retail and government, where portal capabilities are in high demand.” 2014 Gartner Magic Quadrant for Horizontal Portal France Germany Switzerland
- 41. © 2002 -2015 Jahia Solutions Group SA
- 42. © 2002 -2015 Jahia Solutions Group SA Convergence Resilience Commitment
- 43. © 2002 -2015 Jahia Solutions Group SA Convergence Resilience Commitment Gene Phifer VP Distinguished Analyst
Editor's Notes
- #5 Today I would like to talk about 3 words. Those 3 words are important for me, are guidelines that helped the Jahia team to build a company we’re proud of.
- #6 You need a vision that deliver great value to customers and for Jahia, since day one, it’s all about convergence.
- #7 If you’re the head of digital at Ben&Jerry, Samsung, Abercrombie&Fitch, Europcar, Homeaway
- #8 And have to deliver this type digital EXPERIENCE,
- #9 And online business application that drives the main (here for Eurocpar)
- #10 Or the entire source of our revenues (here, homeaway.com), what are the challenges you’re facing ? Digital presence of enterprise are not a cost center anymore, it’s a profit center. And a strategic one. As Alex Vieux (CEO of Red Herring) said during the TOP 100 2015 event (and Jahia is a winner being part of the TOP 100) : “Tech is not a sector. It’s THE Economy”.
- #11 What are the challenges A&F head of digital is facing ?
- #12 What are the challenges E-Leclerc or McLaren head of digital are facing ?
- #13 What are the challenges Ben&Jerry’s head of digital is facing ?
- #14 How Code Empowers Social Good: The Ben & Jerry's Story By Saeed Jabbar
- #15 Jim Keyt, Senior Manager of Global Technology Strategy “How do you scale and adapt to the latest technologies for an organization the size of Ben and Jerry's?” “Its a very interconnected web of software, data and process that lets the technology be kind of managed in a way that brings a little sanity to the chaos.”
- #16 This means that it’s not just creating content. It’s about getting closer to your customers with appealing content.
- #17 Want another proof ?
- #18 How managing user experiences is important
- #19 As Ben & Jerry, all the previous mentioned brands are Jahia’s customers. What I mean by that is: if Jahia fails, europcar, homeway are not available anymore and lose millions. Not a small project in a small department used by 2 people.
- #20 So, as head of digital, no matter your project are (mobile, intranets, global and ecommerce websites)
- #21 Nowadays, You have to deal with and require the following capabilities
- #22 Those capabilities are either developed internally and / or rely on a lot of third parties software
- #23 To answer to that convergence of requirements, Gartner conceptualized a convergence of capabilities through a new concept: the rise of UXP: “UXP will allow enterprise developers and end-users to create cross-platform user interfaces via a single set of integrated technologies, tying together disparate tools for the creation of websites, portals, mash-ups, RIA and mobile apps..” Gene Phifer, Managing VP, Gartner There is no “One UXP”: the right UXP is the one required by each customer. That’s why integration capabilities are so important in the core of any software vendor that aims to provide such a platform. As a matter of fact: this has been the vision of Jahia since the inception of the company.
- #24 That’s why it’s time to talk about the second word: Resilience. You have to endure, no matter what, sticking to your vision and ADAPT your self to a fast moving context. Resists to the bells and whistles of the latest feature. Particularly true when you’re bootstrapped such as Jahia until this year and the fact that your vision is not recognized yet
- #25 Avant-garde product vision of convergence anticipating the major reshuffling of a large and mature market: The market segmentation based on software silos is completely obsolete. All those capabilities need to be aggregated. the critical innovation is : the unified UI for business users, hidding the undelrying technical complexity of such platform Meaning: from a business user perspective, considering a digital portal page, everything is “content” whatever the source or the type of content. Knowing that nowadays, content and business apps are aggregated together with device and personal contextualization.
- #26 One of my first slides at the beginning of our journey
- #27 Coming back my CMO who need to deal with those capabilities, some of them even talk about marketing “Chaos”.
- #28 1 Digital factory may aggregate and unify in one place, all those tools and relevant information and actions for the management of your digital presence 2 As a consequence, customer datas are spread into different solution with overlaps: get control of your customer data back focusing on efficiency rather than no used exhaustivity > marketing factory 3 Customer starts to be realy defensive about sharing their data because of unclear usage of all those tools (even not control by the brand itself) The vision to solve issues is the unified customer journey with one main objective: to help brands to get closer to their customers.
- #29 As Ben & Jerry, all the previous mentioned brands are Jahia’s customers. What I mean by that is: if Jahia fails, europcar, homeway are not available anymore and lose millions. Not a small project in a small department used by 2 people.
- #30 Jahia provides all front management capabilities and, for developer, all required backend integration capabilities
- #31 So, how CMO’s would manage their Digital Customer Journey ? Either with Jahia’s based solutions or external but aggregated third party software around our core product Digital Factory, Marketing teams get control over their main objectives: through a UNIFIED AUTHORING INTERFACE, in total autonomy ensure brand consistency through all their sites and adapt their content to each required channel to create, at will, any global and localized digital initiatives. Marketing teams are able to manipulate any type of content, assemble full-fledged sites based on pre-defined templates and socially engage visitors by just drag'n dropping related modules and validated content…
- #32 And, to answer to those requirements with agility but also security, how CIO’s would build the Digital customer Journey, making their team and CMO’s team smoothly working together ? Discover issues too late – for instance at the end of the development cycle - can lead to your project's failure or to blow its budget. With the Jahia Studio, our exclusive User Experience Builder, techies and marketers are now able to work together in quick and effective iterations to prototype, develop and validate. Companies can re-use the modules and business applications developed from one project to the next thanks to another exclusive software our customers can deploy: our private app store software.
- #33 With safe and validated components, companies do not spend anymore: they invest. Agility comes true like a factory assembly line to quickly build and scale portals websites and applicationsThis is the origin of our Digital Industrialization concept. Those are quotes from Gartner Our software platform helps both CIO’s to fullfill CMO’s requirements and get an effective capitalization on project investments and, eventually, be on time, on budget not at the cost of either reliability or agility because our UXP respects the release lifecycle of CIO’s team but also publication lifecycle of CMO’s one. There’s not a good or a bad lifecyce. They just have to coexist.
- #34 What our customer says about Jahia. Not a lot of competitors can claim such feedback
- #38 With convergence as vision, resilience as a foundation, now it’s to talk about the last word of my trilogy. Commitment. As a CEO, commitment means commitment to your customer and to your team. It’s time to talk about execution.
- #39 No overselling. It’s a culture. A pillar of our company. Our reputation. The Commerce Factory case. Not easy for instance to account & partner manager to say no to a lot of request because a well integrated and agile Commerce & Content solution is not existing on the market from ALL feedback we got from partners. Saying no to such opportunity to leverage quality is not an easy thing. You need great people.
- #40 Because at the end, Execution is all about people. Jahia fast growing tema is a world class team of passionate people.
- #41 We’ve not only raised customers, we’ve raised Outstanding, sophisticated and large customers IN A WIDE RANGE OF INDUSTRIES. Showing that the UXP and Digital industrialization concept is clearly resonating in every market, it’s not a “niche market”. Our focus has been to raise a product and customers before raising capital. Foundation before acceleration. Because we’ve operated bootstrapped so far, that came at the expense of Brand awareness, and further development of our global reach. Exactly what we want to address starting in 2015 with a great financial partner.
- #42 2014 has been a tipping point in the Jahia’s Journey. A momentum, an alignment between the market and the vision. The right time for the right financial partner. Why Invus ? People at Invus are different. In a lot of way they’re matching the core of our values, sticking to a investiment vision and related value analysis that are truly different compare to other VC. They do what they say and are incredibly committed. As a matter of fact we did our closing together in a record time.
- #43 Again Those 3 words helped the Jahia team to build a company we’re proud of and they will stay mine because, this is only the beginning of the story, helping enterpise understanding their digital customer Journey. And, as a matter of fact, it’s exactly what we are doing for you just now, with someone that I’m sure, for whom those 3 words resonate a lot too , please warmly welcome the inventor of the User Experience Platform concept, VP Distinguished Analyst at Gartner: Gene Phifer,
- #44 Again Those 3 words helped the Jahia team to build a company we’re proud of and they will stay mine because, this is only the beginning of the story, helping enterprise understanding their digital customer Journey. And, as a matter of fact, it’s exactly what we are doing for you just now, with someone that I’m sure, for whom those 3 words resonate a lot too , please warmly welcome the inventor of the User Experience Platform concept, VP Distinguished Analyst at Gartner: Gene Phifer,