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Lars Birkholm PetersenE: Lpe@sitecore.netT: @LarsBirkholmCUSTOMER EXPERIENCEMATURITY MODELwww.sitecore.net
It used to be so easy.www.sitecore.net
Remember when. It was all about Technology Launch and forget websites Success was getting visitors through the door One channel to controlwww.sitecore.net
Web evolutionThe Digital ExperiencePredictive experience Self tuning experienceIntelligent personal agentsThe personal Experience Holistic Customer IntelligenceThe connected Goals Multichannel MarketingSocial Media SharingConversionsAnalyticsContent SEO2010-DMS, SocialWeb 3.0Semantic Search Social NetworksSimplified GoalsVisitors and VisitsSimplified Email MgtWeblogs2000-2010OMSOffice 2.0Web 2.0UsabilityLocalicationKeyword searchTechnicalSEOCMWikisDirectory PortalsPage ranking1990-2000WorkflowsFoundedWeb 1.0Static websitesGroupWarewww.sitecore.net
The demand is changingwww.sitecore.net
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The rise of Generation C.www.sitecore.net
We live in the age of the Customerwww.sitecore.net
Sitecore Customer Engagement Platformwww.sitecore.net
Digital Marketing System (DMS)Goals icsSalesenablementwith ules BasedPersonalizationEngagementAutomationA/B split & MVtestingPredictivepersonalizationPersonas &profilingwww.sitecore.net
To harvest the valueIt’s all about People, Process and Technology!www.sitecore.net
Business Optimization Services - WhatWorkshopsWorkshopsthat supportsthe initialproject andcontinuousoptimizationBestPracticesHow to andBest practicesguides, thatcan be usedafterWorkshops insupport fortheconfigurationToolsDifferent setsof tools, thathelp inassessingwhichcapabilitiesshould beusedaccording totime, budgetand maturityFrameworksDifferentFrameworks,like the DigitalRelevancyMap, that canbe usedstrategicallyand as inputforconfigurationwww.sitecore.net
Business Optimization Services - Methodologywww.sitecore.net
Customer Experience Maturity ModelThe path to build Lifetime Customers.www.sitecore.net
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Automated DecisionsPredictionsCentral Hub for profilesAutomationTestingProfile content & VisitorsPersonalizationCommunity ManagementCampaign ManagementEcommerce ServicesTracking Customer interactionsSocial ConnectingContent distributionEmail MarketingWeb analyticsTraffic Acquisition (SEO & Search Marketing)User Centered Designwww.sitecore.net
Automated DecisionsPredictions1 Primary markets2 Near markets3 Emerging marketsMarket 1Central Hub for profilesAutomationTestingProfile content & VisitorsPersonalizationCommunity ManagementMarket 1 2 Market 1 2 3Campaign ManagementEcommerce ServicesTracking Customer interactionsSocial ConnectingContent distributionEmail MarketingWeb analyticsTraffic Acquisition (SEO & Search Marketing)User Centered Designwww.sitecore.net
Automated DecisionsPredictionsAdaptive PrintAutomation (Basic)Multivariate TestingA/B TestingProfile content & VisitorsCentral hub for profilesBehavioral TargetingRules Based PersonalizationEstablish CommunityCampaign ManagementEcommerce (stand alone)Social (listen)Web analyticsEcommerce (integrated)Content distribution (Cross Channel dialogue)Email Marketing (Segmented)Email Marketing (Automated)Engagement analyticsTraffic Acquisition (SEO & Search Marketing)Design (One size fits all)Campaign AttributionSocial (engage)Content distribution (Multi Channel – starting with Mobile site)Email Marketing (Basic)Community integrated Cross ChannelCustomer Tracking (CRM integration)Customer Tracking (Reporting)Social (share)Automation (Advanced)Predictive analyticsTraffic Acquisition (SEO & Bid Management)Design (Responsive)Design (Device aware)www.sitecore.net
Automated DecisionsPredictionsMarketersDigital AnalystsAcquisition MarketerChannel ExpertsData AnalystAdaptive PrintAutomation (Basic)Multivariate TestingA/B TestingProfile content & VisitorsCentral hub for profilesBehavioral TargetingRules Based PersonalizationEstablish CommunityCampaign ManagementEcommerce (stand alone)Web analyticsSocial (listen)Social (engage)Content distribution (Cross Channel dialogue)Email Marketing (Segmented)Email Marketing (Automated)Engagement analyticsTraffic Acquisition (SEO & Search Marketing)Design (One size fits all)Campaign AttributionCustomer Tracking (CRM integration)Content distribution (Multi Channel – starting with Mobile site)Email Marketing (Basic)Community integrated Cross ChannelEcommerce (integrated)Customer Tracking (Reporting)Social (share)Automation (Advanced)Predictive analyticsTraffic Acquisition (SEO & Bid Management)Design (Responsive)Design (Device aware)www.sitecore.net
Assessment toolwww.sitecore.net
Recommendations for Initiatewww.sitecore.net
Recommendations for Radiatewww.sitecore.net
Recommendations for Alignwww.sitecore.net
Recommendations for Optimizewww.sitecore.net
Recommendations for Nurturewww.sitecore.net
Recommendations for Engagewww.sitecore.net
Recommendations for Lifetime Customerswww.sitecore.net
Sitecore. Compelling Web ExperiencesStep 1: AttractGoals &EngagementValuesIntegrated lementwith ules BasedPersonalizationStep 2: ConvertEngagementAutomationA/B split & MVtestingPredictivepersonalizationPersonas &profilingStep 3: AdvocatePage 29www.sitecore.net
Release of the Customer Experience MaturityModel Ultimo February Simple Assessment widget avaliable on Sitecore.net eBook Avaliable on Sitecore.netwww.sitecore.net
Simple assessmentwww.sitecore.net
Digital Optimization Insights eBookwww.sitecore.net
Using the Assessment initiallywww.sitecore.net
Sitecore Business Optimization ServicesCore packageCX Maturity AssessmentStrategic Objectives QuestionnaireScoping WSInitial RoadmapDMS check listEngagement Value WSInitial Engagement ValueScalesEVS Guideswww.sitecore.net
Mapping Digital Goals to Engagement Valueswww.sitecore.net
Mapping Digital Goals to Engagement Valueswww.sitecore.net
Mapping Digital Goals to Engagement Valueswww.sitecore.net
Mapping Digital Goals to Engagement Valueswww.sitecore.net
spn.sitecore.netwww.sitecore.net
Lpe@sitecore.netwww.sitecore.net
Questions?www.sitecore.net
Web evolution The Digital Experience Conversions Analytics Content SEO Usability Technical SEO CM Web 1.0 Web 2.0 Web 3.0 1990-2000 2000-2010 2010- Static websites GroupWare Wikis Keyword search Page ranking Directory Portals Weblogs Office 2.0 Semantic Search Simplified Goals
