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Rising to Challenges ofthe Multi-Multi WorldDavid Bowen, Product Manager, EPiServer
User Journey
User Journey          Digital Marketing                              Online Sales
User Journey
User Journey
User Journey
User Journey
User Journey
Google is the principle driver of traffic              Conversion is kingCustomer must be at the heart of every decision
Multi-Channel        Multi-Site     Multi-Currency Multi-Language                     Multi-Brand     Multi-Market
Opportunities for BrandsEvolving mobile devices with increasing featuresMaturity of social media and online communitiesDev...
Manage by Market                       Pricing          Inventory              Discounts                                  ...
Manage Markets                        Web                       Mobile            Market     SocialCatalog                ...
Manage Markets                 Brand A                 Brand B                 Customers
Multi-Channel / Multi-MarketSingle platform for managing sites across geographiesand channels, including web, mobile, soci...
Tablet CustomersTablet owners are generallywealthierConsumers now shop moreoften with tablets thatmobiles1.5% higher conve...
Social Reach
Social Reach
Social Reach
Social Reach
Testing
Digitisation of Brand Experience“Buy anywhere, fulfil anywhere” – ForresterEmpowering both customers and store sales with ...
Source: Forrester, Microsoft
Source: Forrester, iQmetrix
Source: Forrester, Critical Mass
Source: Forrester, Critical Mass
Source: Forrester, AR Door website
Source: Forrester
Source: Forrester
Source: Forrester, Infinite Peripherals
Customer Expectations            Source: Forrester, North American Technographics Retail Online Survey
“A customer who shops both online and in-store is worth almost six times as much”                                  Forrester
Customers don’t interact with companies from a              “channel” perspectiveReconfigure resources and capabilities to...
Source: Forrester
Stay FlexibleEarly stage in multichannel - Impossible to predict futurechannelsMistakes can be costly, working out where t...
Without product content – ERP data   Brands need content - in all channelsField            ValueItem number      12345-22I...
Content spaghetti                        MarketingProduct owner                 FILE                SERVER                ...
Multi-channel Product Content
Product Content in PIM
“The commitment to agilecommerce is not just about doingwhat is right for the customer anddoing it faster; it is about dri...
Personalisation & Context
Social            Networks  CMSCommerce            Affiliates /           Marketplaces                           68
Social            Networks  CMSCommerce            Affiliates /           Marketplaces
Call                 Offline   MarketplWebsite    Mobile   Social               In-store                              Cent...
Questions?David Bowendavid.bowen@episerver.com@dmbowen
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
Rising to the challenges of 'multi-multi' world
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Rising to the challenges of 'multi-multi' world

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You are now doing business in multiple languages and currencies, at multiple locations around the world, selling to multiple customer segments, through multiple channels and devices. To rise up to the challenge online retailers need to break away from traditional, rigid commerce practice and embrace agility for real time optimisation. This session will explore the growing challenge of the ‘multi-multi’ world and provide practical advice on how to deploy and design great user experience that converts in every level

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Rising to the challenges of 'multi-multi' world

  1. 1. Rising to Challenges ofthe Multi-Multi WorldDavid Bowen, Product Manager, EPiServer
  2. 2. User Journey
  3. 3. User Journey Digital Marketing Online Sales
  4. 4. User Journey
  5. 5. User Journey
  6. 6. User Journey
  7. 7. User Journey
  8. 8. User Journey
  9. 9. Google is the principle driver of traffic Conversion is kingCustomer must be at the heart of every decision
  10. 10. Multi-Channel Multi-Site Multi-Currency Multi-Language Multi-Brand Multi-Market
  11. 11. Opportunities for BrandsEvolving mobile devices with increasing featuresMaturity of social media and online communitiesDevelopment of content interface technologies
  12. 12. Manage by Market Pricing Inventory Discounts Settings – Catalog Market Tax/Payment ..
  13. 13. Manage Markets Web Mobile Market SocialCatalog In-StoreInventoryPricingDiscounts CallSettings Centre English French Channels Swedish
  14. 14. Manage Markets Brand A Brand B Customers
  15. 15. Multi-Channel / Multi-MarketSingle platform for managing sites across geographiesand channels, including web, mobile, social and in-store.Enabling a seamless and consistent brand experienceregardless of channel.Provides tools to monitor performance and optimizeresults.
  16. 16. Tablet CustomersTablet owners are generallywealthierConsumers now shop moreoften with tablets thatmobiles1.5% higher conversion rate
  17. 17. Social Reach
  18. 18. Social Reach
  19. 19. Social Reach
  20. 20. Social Reach
  21. 21. Testing
  22. 22. Digitisation of Brand Experience“Buy anywhere, fulfil anywhere” – ForresterEmpowering both customers and store sales with best-in-class mobile and interactive technologies. – Prevent loss of in-store sales – Create an endless aisleEntire floor becomes point of sale, brand ambassadorsdeliver differentiated customer experience.
  23. 23. Source: Forrester, Microsoft
  24. 24. Source: Forrester, iQmetrix
  25. 25. Source: Forrester, Critical Mass
  26. 26. Source: Forrester, Critical Mass
  27. 27. Source: Forrester, AR Door website
  28. 28. Source: Forrester
  29. 29. Source: Forrester
  30. 30. Source: Forrester, Infinite Peripherals
  31. 31. Customer Expectations Source: Forrester, North American Technographics Retail Online Survey
  32. 32. “A customer who shops both online and in-store is worth almost six times as much” Forrester
  33. 33. Customers don’t interact with companies from a “channel” perspectiveReconfigure resources and capabilities to stay ahead of the change as consumer technology adoption and behaviours change.
  34. 34. Source: Forrester
  35. 35. Stay FlexibleEarly stage in multichannel - Impossible to predict futurechannelsMistakes can be costly, working out where to invest canbe very difficultAgility is Required – React to changes in trends or behaviour quickly – Make customer interaction consistent across all channels – Build an infrastructure that allows flexibility
  36. 36. Without product content – ERP data Brands need content - in all channelsField ValueItem number 12345-22Item name SHOE FTB 13Price 1399.00On stock 188 pcsShelf no in 12AwarehouseNo. per pallet 122Pallet weight 166 kgSuppl. Itno 3476-3
  37. 37. Content spaghetti MarketingProduct owner FILE SERVER InDesign docs Text DB ERP Image DB Sales E-COM C:My docs Supplier PLM Web CMS
  38. 38. Multi-channel Product Content
  39. 39. Product Content in PIM
  40. 40. “The commitment to agilecommerce is not just about doingwhat is right for the customer anddoing it faster; it is about drivinga return on investment (ROI).” Brian K. Walker from Forrester
  41. 41. Personalisation & Context
  42. 42. Social Networks CMSCommerce Affiliates / Marketplaces 68
  43. 43. Social Networks CMSCommerce Affiliates / Marketplaces
  44. 44. Call Offline MarketplWebsite Mobile Social In-store Centre Print aceContent, Social, Personalisation, Campaign Measurement and Testing EPiServer
  45. 45. Questions?David Bowendavid.bowen@episerver.com@dmbowen

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