Downloaded 56 times
Uploaded bySitecore
Beyond Personalisation: The Customer Conversation with Sitecore
The webinar, hosted by Charles Bell from Sitecore, focuses on enhancing customer relationships through effective content strategies and personalization. It addresses key topics such as goal-based and rule-based personalization, the importance of omnichannel experiences, and the advantages aggregators have in establishing customer connections. Participants are encouraged to engage by submitting questions during the session and sharing their thoughts via Twitter.
More Related Content
Similar to Beyond Personalisation: The Customer Conversation with Sitecore
Beyond Personalisation: The Customer Conversation with Sitecore
- 1.
- 2. 1. The webinarrecording will be emailed to you within the next couple of days 2. Submit your questions in the GoToWebinar questions box, and we’ll attempt to answer them during the Q&A at the end of the presentation 3. Tweet us @Sitecore to share your thoughts on today’s presentation! Webinar details
- 3. To empower organizations tobuild the effective meaningful relationships that win customers for life.
- 4. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 4 WEBSITES BRANDS EMPLOYEES PARTNERS DEVELOPERS COUNTRIES
- 5. Speaker Charles Bell Head ofSales Engineering, Sitecore UK • •
- 6. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. • Find your voice, find your content strategy. • What do we mean by personalisation? • Understanding goals, profiling, and rule-based personalisation. • Omnichannel context is everything. • Why aggregators win. • The customer conversation. Webinar overview
- 7. Find your voice,find your content strategy 7
- 8. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. • Defining a content strategy is impossible if you don’t know what you want to say. • Defining a content strategy is impossible if you don’t have the means to say it. • Thinking of a content strategy in terms of content frequency might be missing opportunities to delight customers. • Don’t let Search Engine Optimisation fears constrain your voice. Find your voice
- 9. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 9 Content StrategyTypes
- 10. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 10 Content StrategyTypes
- 11. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 11 Content StrategyTypes
- 12. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. Or: what does personalisation mean to you? • If we know where you are we can give you locally relevant content • If we know what you are interested in we can give you relevant content • If you’ve completed a call to action we can help with a next best action • If you’re in a particular part of a journey we can surface relevant content • If you’re in a phase of an engagement plan we can give you relevant content • If you’re known to us we can use CRM data to determine which content to show you. • Etc…. What do we mean by personalisation?
- 13. Thinkingabout personalisationin those termsquicklybecomes overwhelmingand a majorblockerto gettingstarted.
- 14. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. • Should I have my site in different languages? • Should I personalise based on location (GeoIP)? • If I know, or can figure out, how my customers segment, should I do something about that? • DRY – don’t repeat yourself. Your content strategy drives personalisation must haves
- 15.
- 16. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 16 Goal-based personalisation
- 17. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 17 Goal-based personalisation
- 18. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 18 Persona-based personalisation
- 19. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 19 Persona/profile based personalisation
- 20. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. • GeoIP • Repeat visitor • Page has been visited • User is logged in • … Advice: Use rules to get quick wins and to leverage personalisation for little- to-no effort. Rule-based personalisation
- 21.
- 22. The omnichannel mindset Stopthinking in terms of channels. Start thinking in terms of consistent experience. Don’t silo your content. Do approach your content creation with the broadest possible reach.
- 23.
- 24. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. • Aggregators have no product, so they seek to own the sale. • They look beyond the first sale, and how to establish a relationship. • They use personalisation to great effect, and test everything. • They are great at establishing niche capabilities and expanding. • They constantly seek to minimise the amount of work you have to do. The forefront of the customer conversation
- 25. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 25 “Let’s got to Madrid next weekend”
- 26. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 26 On the other hand…
- 27. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 27 And…
- 28. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. 28 Where are you now?
- 29. © 2001-2016 SitecoreCorporation A/S. All rights reserved. Sitecore® and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All other brand and product names are the property of their respective owners. • Discover how Sitecore can help you find your voice. • Discover how the Sitecore Experience Platform and Sitecore Experience Commerce can give you the tools to unlock your strategy. The customer conversation – next steps
- 30. Q&A Please place yourquestions in the GoToWebinar toolbar
- 31.