The document discusses Sitecore's Experience Platform and how it allows for a connected experience across channels by building individual customer profiles from connected experience data and backend connections. It provides examples of customers like Appliances Online that have seen success by heavily investing in digital experiences and personalization to drive brand trust and growth. Sitecore is positioned as a leader in digital experience platforms that can power immersive experiences through its tools and partnerships.

1. Presented by Stuart Castle
“Own the Experience” –it’s worth it

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Sitecore®Experience Platform™
Core experience functionality usesSitecoreAIDA® technology
One connected experience across channels
Connected experience data builds individual profiles
Backend connections
Simplified experience management

5. Operates in 50 countries with £1b+ revenue
Previously custom CMS managed 90 separate sites that allowed no local control
Objective was to provide a world-class user experience; select the right product for their needs; purchase a product (either directly or indirectly) and receive customer support
Results:
Huge time savings on roll out of new sites, new functionality and new product lines
Cloning allows global content creation with regional autonomy
Rapid mobile rollout

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Appliances Online (ao.com)
Overview –“how a £1 bet became a £1bn business”
•Captured 24% of white goods market but amid strong competition, took £86m on one day in 2014
•Recognised that the market wasn’t customer-focused in providing online service and information
Solution
•Started by undercutting, but then became fanatical about service and combined online and offline customer experience management
•Heavily invested in product video content, social media, and SEO
•Users can login with Facebook and see which products their friends have liked –building brand trust
•Customer experience starts at search results, continues through a rich web experience, and follows right through to a text message from your driver on the day of delivery
Result
•40% annual revenue growth for 2013
•1m fans on Facebook
•40% increase in video views

7. who we are
+750
employees
50
countries
24
awards
years in business
4000
customers
9000
developers
1000
partners
1
solution
Magic Touches
Immersive digital experiences
Brilliant Basics
Sitecore provide Platform and Tools
Partners provide the craft
Online with a difference=

8. Strong Performer
The Forrester Wave™: Web Content Management For Digital Customer Experience, Q2 2013
Leader
2014 Gartner Magic Quadrant Report on Web Content Management
Visionary
2012 Gartner Magic Quadrant Report on CRM Multichannel Campaign Management
Sitecore’s Market Position
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9. 7,500 UK consumers rate the customer experience of over 250 brands
Benchmarked on 6 pillars:

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“Own the Experience” –it’s worth it
Advocates are 5.2 times more likely to buy
Quality digital experiences matter
Immediate, relevant, predictive

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What are CEO’s focused on?

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89% of company respondents and 96% of agencies believed that a great customer experience is a key requirement for driving brand loyalty, a central pillar of sustainable customer lifetime value.
eConsultancy: Customer Lifetime Value, Building loyalty and driving revenue in the digital age 2014

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33% say Personalisation is the one feature they would ‘add to their CMS right now’.
EconsultancyFrom CM to Customer Experience Mgmt, May 2013

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Yet only 11% strongly agreed that they were able to measure it.
Furthermore, only 6% of agencies strongly agreed that their clients had a handle on measurement.
eConsultancy: Customer Lifetime Value, Building loyalty and driving revenue in the digital age 2014

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Through 2014, marketing organizations that utilize inbound and event-triggered techniques will see a 600% higher response rate.
Gartner 2014

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Triggered email messages get 119% higher click-through rates than "business as usual" messages.
The Direct Marketing Association‘s Email Experience Council, in conjunction with Epsilon -2012

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Of those claiming a return 80% reported ROI in less than one year, and 44% reported ROI in less than six months.
(ROI on Engagement Automation)
Econsultancy-Marketing Automation Trends Briefing, Digital Cream London 2013

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Web
Email
Social
Everywhere
Walk into your shop
Go to your Website
@message you
e-mail customer service
e-mail sales
Leave comment on your Facebook wall
Send you a text message
Drive past your shop
Sit on a bus looking at your Ad
Talk to a partner
Click on an e-mail link
Friend of an employee
Where do you engage with your customers?

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Digitaltouchpoints
Physicaltouchpoints
Its complex
AWARENESS
CONSIDERATION
ACTION
SERVICE
LOYALTY
TV
Radio
Print
Outdoor
PR
Wordof mouth
Direct mail
Store
Call center
Call center IVR
Promotionon invoice
Online Ads
Viralemail
Digitalbillboards
Search
Landingpage
Blog
3rdPartysites
Website
Mobile
IM/Chat
Blog
Email
Newsletter
Managed touchpoint
Unmanaged touchpoint
3
Customer 2
1
Decisions Are Not Made in Straight Lines

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Data is held at visitor level. More data = more targeting power
Campaign
IP address
IP Owner
Access level
Content interest
Keywords
Country
Region
Referrer
Device
Level of engagement
Visit number
Pages visited
Pattern match
Goals triggered
Automation state
Social data
Out of the box
Configuration
Progressive configuration

25. Pattern examples

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PPC
100
25
50
View product sheetRegister
Complete quote
25
Organic Search
Email “newsletter”
25
25
50
100
25
50
175
75
100
150
250
Engagement Value Points Accumulate Only at Transaction Points

27. xDBwas built specifically for Customer Experience data
CRM
SocialMedia
Customer Support
Website
POS
Apps
xDB

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Workshop Introduction
•Split in to groups
•Pick a website within your group
•Explore;
•What could you make better through implicit personalisation
•What could be implemented through learning