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

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Great CX requires pesonalization

  • 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. Challenges in Digital Commerce Gartner, 2019 3
  • 4. CX as a competitive advantage 4
  • 5. Content is a strategic investment 5 FAQ, Support Recruiting Customer Service Human Resources Campaigns ecommerce Marketing Merchandising TeamsInitiatives
  • 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. 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. Extend your editorial experience Work with your existing tools inside Contentful 8 Contentful + Spotify Contentful + Marketo Contentful + Google Analytics
  • 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. 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. 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 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. ● 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