How the College of Southern Nevada Plans to use Web Personalization to Drive Enrollment and Revenue

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The web services team at the College of Southern Nevada (CSN) is reimagining digital at the state's largest community college. Mike Fite and his team are working with Acquia to build a new online experience that leverages best-in-class content personalization capabilities. Tying this digital initiative to strategic goals around enrollment, student success, career placement and development, the college initiated a move from .NET-based applications to the Drupal content management framework to allow for the flexibility required to reach all of their online constituents. A new site launch this year signals the first step of the campus' digital engagement strategy. By investing in an open platform, the web services team is ensuring a scalable system that is ready-built to integrate apps to optimize the campus digital experience. Attendees will learn how the CSN web services team: - Defined their digital strategy around strategic goals - Is getting started with data-driven personalized experiences - Is creating a platform to better connect the campus digital experience for every audience

Technology

Web Personalization in
Higher Education
December 3, 2015

Today’s Presenters
CHRIS HARTIGAN
VP Verticals, Acquia
ALLISON NOLAN
Director, Product Marketing – Personalization, Acquia
MIKE FITE
College of Southern Nevada

1.  What is Web Personalization?
2.  Why is Web Personalization Important?
3.  Web Personalization at College of Southern Nevada
4.  Q&A
Today’s Discussion

Your Customers
Want It
of consumers want a
web experience to be
personalized
70%
Your Competition Is
Doing It
of companies plan to
compete primarily on
the basis of customer
experience by 2016
89%
It
Works
uplift on average in
sales seen by
marketers who
personalize their web
experience
21%
Why Personalization?

Personalization 
Getting It Right

Outline Vision
&
Identify Goals
Collect
Anonymous
&
Identiﬁed Visitor
Data
Analyze Data
To Answer
Questions
&
Identify Trends
Create
Segments
&
Triggers
Design
Personalization
Program
Implement
&
Analyze
Program
Reﬁne
Segmentation
&
Personalization
Acquia Lift

Incorporating Personalization into our web strategy

97% 67% 37%
h#p://www.edus.com/2015/05/mobilize-‐in-‐response-‐to-‐gen-‐z/

Think
Diﬀerently

→  We’re not meeting the needs of our students
→  Growth Restrictions
→  Inconsistent Navigation
→  Excessive Technical Assistance – Not easily managed
→  Outdated Technology
The
SituaDon

Digital
Dominates
the
Campus
Experience

→  The needs are wide and diverse; from a prospect’s ﬁrst inquiry to
the daily interactions of students and staﬀ, a dynamic campus
requires a dynamic digital experience
→  Change the paradigm
§  There’s nothing that is like we used to do
→  We’re looking beyond schools that are similar to us
§  We’re building for the future – literally & ﬁguratively

A
New
Digital
Strategy

We have an opportunity in front of us to transform how our campus
community experiences the college through our digital environment

-Increase Interest and Enrollment 
-Marketing Tool 
-Customizable Experience = Personalization 
-Keeping Students Involved During and After Graduation

-‐Development
RecommendaDons

 -‐MarkeDng
&
Design
Philosophies

 -‐Build
Experiences

 -‐Lessons
Learned

Extensive
Research

-‐Where
we
could
“Go
Fast”

-‐Technology

-‐Strategic
MarkeDng
/
Design

Need
for
Speed

-‐Open
Source,
Enterprise
level
CMS

-‐AddiDonal
Modules
for
Future
Growth

-‐Speed
of
InnovaDon

-‐Customizable
User
Experience

-‐An
AcDve
and
Available
Community
of
Resources

Technology:
Drupal
(CMS)
/
Acquia
(Pla_orm
&
PersonalizaDon)

-‐PaaS

(framework,
cloud,
experDse,
consulDng
and
support)

-‐Leading
personalizaDon
capabiliDes

-‐Expansive
higher
educaDon
insDtuDonal
experience

-‐Internet2
partner

-‐Compliance
at
all
levels
(508,
HIPPA,
FERPA,
PCI)

-‐Leader,
Gartner
2014
Magic
Quadrant
for
Enterprise
CMS

-‐Only
Dedicated
24x7
Cloud
Service,
Support,
and
Security

Acquia
Partnership

-‐Right
Content
at
the
Right
Time

-‐Employ
Data-‐driven
Techniques
that
“personalize”
site
experiences

-‐Raises
the
engagement
levels
and
conversions
across
every
audience

IntegraDng
PersonalizaDon
into
our
Web
Strategy

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This document discusses how digital advertising is undergoing seismic shifts as third-party cookies are phased out. It provides context on cookies and how they are used for tracking and targeting ads. With Chrome announcing it will no longer allow third-party cookies by 2022, marketers are scrambling to adapt. The death of the cookie will change digital marketing tactics and require a focus on first-party data and building direct customer relationships through authenticated experiences. A cookieless future relies on having a unified single view of the customer, which can be achieved through implementing a customer data platform. The document discusses examples of how companies have used Acquia's customer data platform to gain insights from unified customer data and improve marketing performance.

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Creating digital experiences across a portfolio of sites can present a big challenge. It requires thinking about scale in multiple dimensions, from standardizing on a technology toolset and driving adoption of that platform across an organization, to establishing content governance and user experience standards to guide the design and build of many sites. In order to build a foundation for scale, all of these dimensions and more need to be addressed. With a strong foundation, next-level digital strategies such as multi-channel content management and personalization can be incorporated into your multi-site management. Join digital leaders and experts from Princeton University, FFW, and Acquia, to learn from their experiences tackling multi-site management at scale. Hear about best practices drawn from the large portfolios of sites that higher-ed institutions manage, and discover Acquia’s holistic solution for multi-site management with Acquia Site Factory+, Acquia Site Studio, Widen DAM, and Acquia Personalization. During this webinar we will explore: A major Princeton University Web Development Services initiative to migrate 1,000 websites to Acquia How organizing content in one system can simplify control, improve access and increase use How coordinated distribution supports greater customer experiences and deeper engagement How to scale and accelerate organization-wide adoption of a design system How to improve content performance and experience through A/B testing to continually optimize users’ engagement How to collect data on your customers to be able to define segments to offer personalized experiences

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The document discusses how retailers can harness customer data through a customer data platform (CDP) to personalize customer experiences. It outlines that CDPs can help overcome data silos, provide a unified 360-degree view of customers, and put customer data to work driving revenue through better understanding customers. Specific benefits mentioned include collecting first-party data directly, avoiding data silos, unifying cross-channel execution, and getting to know customers better. Use cases are provided showing how machine learning models in a CDP can improve customer engagement and spending.

May Partner Bootcamp 2022

Acquia

This document provides an agenda and summary of an Acquia partner bootcamp event held on May 12th, 2022. The agenda includes welcome remarks, Q&A sessions on partner vision and product upsells, and a live Q&A period. Presenters will discuss Edge CDN/security, DAM/PIM upsells and integrations. Partners are encouraged to provide feedback through G2 surveys for a chance to receive gift cards. The bootcamp aims to educate partners on Acquia products and opportunities to work with Acquia on joint go-to-market efforts, with the goal of helping partners expand their business and earn commission fees.

April Partner Bootcamp 2022

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Is your brand content difficult to manage, creating bottlenecks across global workflows? Are your teams struggling with quickly finding approved files so much that they start creating their own private collections of assets? It can get out of hand in no time and the next thing you know, your brand is compromised. Proper brand management is crucial to keeping your organization’s digital identity unified wherever people interact with it. And the path toward brand consistency begins with a single source to store everything brand-related: a digital asset management (DAM) system. Join us for an upcoming webinar where we'll dive into more detail on how Hootsuite achieved a sense of control over the what, who, how, and when of their brand’s digital elements. We'll cover: - Why digital asset management is key to brand consistency and success - How to accelerate time to market while staying brand-compliant - How Hootsuite created a cohesive brand experience with Acquia DAM and enhanced collaboration between global teams

Using Personas to Guide DAM Results: How Life Time Pumped Up Their UX and CX

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This document discusses how using personas can guide a digital asset management (DAM) system to improve customer experience. It recommends taking a persona-first approach when implementing a DAM system. This involves researching user needs through surveys, interviews and card sorting to develop user personas for roles like content creators, content builders and third parties. Examples are provided for how Life Time, a health club company, developed sales enablement portals tailored to different personas' needs. The document concludes with best practices such as aligning goals, researching users, implementing changes and collecting ongoing feedback.

Improve Code Quality and Time to Market: 100% Cloud-Based Development Workflow

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Modern web development should be seamless. Unfortunately, assembling, testing, and deploying production level code on time and with confidence is a challenge that many organizations face. Developers and IT leaders, join this webinar to learn how Acquia’s end-to-end web platform will enable you to get your applications to market faster, improve code quality, and reduce security risk. With Acquia’s 100% cloud-based development tools optimized specifically for Drupal, building, testing, and deploying will all take place on our platform and your feet never need to touch the ground. We’ll cover: - How to manage the entire developer lifecycle from our platform - How to enable continuous testing and deployment - Why cloud based IDEs are the future of development - How to get started with a working app on day one - Which tools are available and how to get the most out of them

September Partner Bootcamp

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August partner bootcamp

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You asked, we listened watch Acquia’s Partner Bootcamp which went live on August 24th at 10:00 AM EST/15:00 BST/16:00 CET where we showed live demos of: -Employee Experience Proof of Concept on Acquia CMS - demo of our Total Employee Experience concept & benefits. -Upgrading from Drupal 7 Made Eas(ier) - live upgrade of a Drupal 7 site to Drupal 9 using Acquia Migrate Accelerate. -CDP Beyond Retail - Use cases for more industries where customer is at the core

July 2021 Partner Bootcamp

Acquia

As the world emerges into a post-pandemic glow, consumer demand is rebounding. To meet this demand, Partners need to accelerate growth and scale global digital operations for their customers. Acquia’s Q2 Program Increment is designed to help partners re-engineer the digital stack and increase services revenue. With a focus on; how to scale for new growth of content and experiences, data and insights, digital services and digital products for their customers Learn more about: Marketing Cloud Enhancements including the New Marketer Experience, Machine Learning Capabilities, and Global Governance and Compliance. Drupal Cloud Enhancements including Cloud Next / China Managed Services, a new Developer Experience, and Employee Experience

May Partner Bootcamp

Acquia

Supercharge shoppable experiences everywhere with Acquia DXP Join Acquia for a Partner Bootcamp on May 18th and learn how the DX Alliance empowers our partners to provide exceptional client services, increased services revenue, and improved customer retention. On the day you will learn about: Composable Commerce Create more engaging shoppable experiences in record time with unified first-party data and composable architecture using no-code tools. Unlock the ability for anyone to deliver unique catalogue experiences, deliver lightning-fast value, uncover new needs, and increase customer loyalty. Acquia Open DXP Pricing & Packaging Learn how Acquia has redefined pricing & packaging across its entire portfolio with industry-first unified pricing metrics and prescriptive bundles to deliver greater value and streamline selling and client experiences. Acquia Migrate Accelerate Preparing your customers for their journey to Drupal 9 has never been more critical with D7 and D8 EOL approaching. Explore our automated tool for D7 to D9 migrations and other strategies to help your customers accelerate their migration timelines. -Sneak Peak into Acquia Cloud Next Update to our Cloud Platform that leverages the most modern and innovative AWS technology.

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Work While You Sleep: The CMO’s Guide to a 24/7/365 Lead Machine

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The document discusses a presentation about redesigning websites to function as 24/7 lead and revenue generators. It provides reasons for relaunching a website, such as new leadership, outdated metrics, or a rebrand. The presentation outlines best practices for a redesign process and covers content strategies for researchers. Case studies demonstrate how personalized digital experiences increased traffic, revenue, and compliance for different brands. The presentation is given by representatives from Acquia, a digital experience company that helps customers transform digitally and grow audiences through open source platforms like Drupal.

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April partner bootcamp deck cookieless future

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Google’s recent announcement to ‘phase out support for third-party tracking cookies , has been viewed by many as the final blow in the death of third-party cookies in marketing. It is also the latest wave pushing us toward stronger privacy-focused open web standards. But what does the death of third-party cookies mean for Acquia Partners? In a nutshell, it means that you must develop a powerful first-party data strategy for your customers so they can win the trust and loyalty of theirs. Watch our on-demand Partner Bootcamp and learn how you can stay ahead of the curve. We explored: Evolving from customer acquisition to consent-driven personalization The rise of the Customer Data Platform (CDP) Why a first-party data strategy requires data unification across the customer lifecycle You will also hear from Mark Royko about Acquia Practice Certification program

How to enhance cx through personalised, automated solutions

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Automation of processes and optimisation of self-service are key when ensuring dialogue and direct support in moments of need. Freed up resources as a result of efficient self-service can be allocated to supporting customers in difficult situations. Equally, personalised and automated advice is proven to be extremely valuable when timely answers are needed and decisions are to be made. Personalisation - seamless customer experience: is this possible? How do you build consumer confidence to provide data for effective personalisation? In this webinar, Acquia will share advice and best practices on how to leverage knowledge and intelligent advice to provide instant value both for customers and employees. - What consumers feel about personalisation (CX Survey results) - How to understand customer intent across multiple engagement channels - The importance of permission-based data sharing and moving beyond cookie-based data collection - Discuss with CX experts on best practices, challenges, solutions and examples that audience can relate to - Get advice on where to turn for support, how to quickly adopt use cases of intelligent advice, and answers to your questions - Hear about how personalized advice and automated decisions can make a difference for your service model, your customers and employee

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Supporting content delivered across a multitude of channels for 20+ sports at the NCAA Division I level, Pac-12 has continuously sought to push the boundaries of what is possible with Drupal as their content management system (CMS). From Drupal 7 to Drupal 9, and from roaring crowds of fans to the new digital fanbase -- Pac-12 has continuously provided an unparalleled and cutting-edge experience and they aren’t done yet. Join our webinar to learn about Pac-12’s digital past, present, and future including: Pac-12’s Drupal Migrations from Drupal 7 to Drupal 8 and onto Drupal 9 How Pac-12 shifted to support their digital fanbase How Pac-12 extended Drupal as their internal and external orchestration platform A look into Pac-12’s approach to FAST (Free Ad Supported Television) We will also hear from Pac-12’s partner, Phase2, around their best practices for executing Drupal migrations and how they worked with Pac-12 to deliver their Drupal 8 site.

Customer Experience (CX): 3 Key Factors Shaping CX Redesign in 2021

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In the era of the experience economy, the combination of technology, talent and touchpoints are key success factors in building sustainable relationships, optimising time to value and facilitating the dialogue between the customer and the brand. In times of change, organisations are providing advice in challenging situations, guiding information search and facilitating important decisions for individual customers at the same time as they are adopting new ways of working in a dynamic business environment. Acquia is collaborating with numerous companies globally around customer digital experience and we are here to support with advice, inspiration and open dialogue. Join our Digital Customer Experience webinar series, where we focus on today’s relevant topics and discuss the role and importance of digital customer experience in an ever-changing world to: Hear about timely topics, survey findings for Australia and Singapore in the domain of customer experience - Get advice on where to turn for support and answers to your questions - Discuss with CX experts on best practices, challenges and solutions - Key trends overview - why are they relevant to your business? - Brief on content to be covered in each subsequent webinar

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How the College of Southern Nevada Plans to use Web Personalization to Drive Enrollment and Revenue

1. Web Personalization in Higher Education December 3, 2015

2. Today’s Presenters CHRIS HARTIGAN VP Verticals, Acquia ALLISON NOLAN Director, Product Marketing – Personalization, Acquia MIKE FITE College of Southern Nevada

3. 1.  What is Web Personalization? 2.  Why is Web Personalization Important? 3.  Web Personalization at College of Southern Nevada 4.  Q&A Today’s Discussion

4. What is Web Personalization?

5. Your Customers Want It of consumers want a web experience to be personalized 70% Your Competition Is Doing It of companies plan to compete primarily on the basis of customer experience by 2016 89% It Works uplift on average in sales seen by marketers who personalize their web experience 21% Why Personalization?

6. Personalization  Getting It Right Outline Vision & Identify Goals Collect Anonymous & Identiﬁed Visitor Data Analyze Data To Answer Questions & Identify Trends Create Segments & Triggers Design Personalization Program Implement & Analyze Program Reﬁne Segmentation & Personalization Acquia Lift

7. Incorporating Personalization into our web strategy

8. 97% 67% 37% h#p://www.edus.com/2015/05/mobilize-‐in-‐response-‐to-‐gen-‐z/ Think Diﬀerently

9. →  We’re not meeting the needs of our students →  Growth Restrictions →  Inconsistent Navigation →  Excessive Technical Assistance – Not easily managed →  Outdated Technology The SituaDon

10. Digital Dominates the Campus Experience →  The needs are wide and diverse; from a prospect’s first inquiry to the daily interactions of students and staff, a dynamic campus requires a dynamic digital experience →  Change the paradigm §  There’s nothing that is like we used to do →  We’re looking beyond schools that are similar to us §  We’re building for the future – literally & figuratively

11. A New Digital Strategy We have an opportunity in front of us to transform how our campus community experiences the college through our digital environment -Increase Interest and Enrollment  -Marketing Tool  -Customizable Experience = Personalization  -Keeping Students Involved During and After Graduation

12. IntersecDon of Other VerDcals

13.  -‐Development RecommendaDons  -‐MarkeDng & Design Philosophies  -‐Build Experiences  -‐Lessons Learned Extensive Research

14. -‐Where we could “Go Fast” -‐Technology -‐Strategic MarkeDng / Design Need for Speed

15. -‐Open Source, Enterprise level CMS -‐AddiDonal Modules for Future Growth -‐Speed of InnovaDon -‐Customizable User Experience -‐An AcDve and Available Community of Resources Technology: Drupal (CMS) / Acquia (Pla_orm & PersonalizaDon)

16. -‐PaaS (framework, cloud, experDse, consulDng and support) -‐Leading personalizaDon capabiliDes -‐Expansive higher educaDon insDtuDonal experience -‐Internet2 partner -‐Compliance at all levels (508, HIPPA, FERPA, PCI) -‐Leader, Gartner 2014 Magic Quadrant for Enterprise CMS -‐Only Dedicated 24x7 Cloud Service, Support, and Security Acquia Partnership

17. -‐Right Content at the Right Time -‐Employ Data-‐driven Techniques that “personalize” site experiences -‐Raises the engagement levels and conversions across every audience IntegraDng PersonalizaDon into our Web Strategy

18. User Personas

19. Content TargeDng

20. Call to AcDon TargeDng

21. Geographical TargeDng

22. Uniﬁed User Proﬁles

23. Questions

24. Thank You

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