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TURN YOUR DRUPAL INTO A DIGITAL EXPERIENCE PLATFORM (DXP)
The webinar emphasizes the necessity for businesses to transition from traditional CMS to Digital Experience Platforms (DXP) to remain competitive and enhance customer experience through personalization and omnichannel strategies. It outlines the importance of understanding customer preferences, capturing data, and utilizing integrations such as machine learning to improve the overall engagement and support. By adopting DXP, organizations can realize increased customer lifetime value, reduced acquisition costs, and ultimately a higher Return on Experience (ROX).
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TURN YOUR DRUPAL INTO A DIGITAL EXPERIENCE PLATFORM (DXP)
- 1. Turn your Drupal intoa DXP to stay relevant Dominique De Cooman
- 2. Hi, I’m Dominique. CEO& Founder Dropsolid DROPSOLID - THE DIGITAL EXPERIENCE COMPANY ✔ Software engineer ✔ Drupal Open Source community (+13j) ✔ Startup/Scale up community (SaaS/PaaS) Interests : Technology - Digital Experience - Strategy
- 3. What this webinaris about 3 • Drupal as a CMS is not enough anymore • Get to know your customers • Move from CMS to DXP if you want to stay relevant and deliver ROX
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- 7. What is aDXP?
- 8. Is it justbranding for selling websites? 8 Website CMS DXP
- 9. The difference between CMSand DXP?
- 10. The Difference betweenCMS and DXP 10 • The focus is on the experience • Personalisation, omnichannel, analytics, user experience, are key concepts: “Know the Customer is key” • Decrease marginal costs and increase scalability with cloud, AI en integrations.
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- 13. 13 IAM EXPERIENCE LAYER AUTHENTICATION & SERVICE LAYER BUSINESS LOGIC LAYER MultisiteShop App Screen Voice ? DRUPAL as DXP SSO ESB ERP CRM PIM DAM
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- 15. Why invest inexperience?
- 16. 16 How do youmeasure the value of your CX investment? Gartner (May 2018)
- 17. 17 ROI CX indifferent domains % of respondents Gartner (May 2018)
- 18. 18 The value ofambassadors Gartner (May 2018)
- 19. 19 The impact ofcustomer experience on your organization's value
- 20. ROX = ReturnOn eXperience
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- 23. WHY CUSTOMER EXPERIENCEROX? 23
- 24. Drupal as aDXP?
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- 27. IMPROVED CUSTOMER EXPERIENCEBY SMART EMBEDDING OF MACHINE LEARNING Accuracy search-results improved from 55% to 91% after 2 weeks effort Drastically lowered support calls Embedding of Machine learning where best practices reached their limits
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- 29. 3 clicks toreach the right product info for any visitor from any channel 4-dimensionale content distribution, made simple! multi market (worldwide) multi screen (pc, phone/tablet and in-store display) multi language (30+) multi verticals (Pro & DIY) OPTIMAL EXPERIENCE FOR CREATION & CONSUMPTION OF CONTENT
- 30. SEAMLESS INTEGRATION OFOFFLINE AND ONLINE CUSTOMER EXPERIENCE Bilingual E-commerce platform with ERP integration Customer journey with professional advice, personalisation and realtime in-store meeting management +300% in-store meetings
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- 32. If you focuson the experience you’ll get ROX 32 ✓ More time on site, pageviews, conversions ✓ Higher customer lifetime value ✓ Lower acquisition costs ✓ Decreasing marginal costs ✓ A competitive advantage ✓ Know your customers
- 33. What to lookfor in a partner?
- 34. Implications for agencies?If you move to DXP. 34 Select a complete partner ✓ Strategy ✓ UX/Design ✓ More Integration work ✓ Optimisations Look for a strategic partner ✓ Who can help to get the competitive advantage ✓ Who can deliver ROX
- 35. Implications for your developers& marketers?
- 36. Working together todeliver ROX 36 ✓ Developers and marketers will work closer together ✓ Developers will have focus on building an experience ✓ Marketers & content managers will have more control and options to build experience combining user data and content
- 37. How to becomea part of this?
- 38. Contributions enabling thecommunity to move to DXP 38 ✓ Rocketship > make Drupal easy to install for DXP ✓ Apache Unomi > give Drupal enterprise personalisation capabilities ✓ Mautic paragraph > Out of the box Mautic integration ✓ Coming up: Make Drupal Smart with ML ✓ Talk to Nick Veenhof > https://www.drupal.org/u/nick_vh
- 39. 5 steps from CMSto DXP
- 40. Step 1: deploytouchpoints and content 40 • Get Drupal up and running as a CMS • Engage with the customer over multiple touchpoints • Define known customer segments • Write relevant content to engage these customers across the customer journey
- 41. Step 2: capturedata using CDP 41 • Connect Drupal with Unomi • Capture data from different sources • Collect data from other sources to build rich profiles
- 42. Step 3: captureData & build segments 42 • Build high value user segments on the data in Unomi • Manually configure customer segments • Discover segments them using machine learning algorithms
- 43. Step 4: useData to power the experience 43 • Drupal ✓ Configure journeys based on the unomi segments ✓ Build content based on the segments • Mautic ✓ Deploy campaigns based on valuable user segments
- 44. Step 5: analysethe results and improve the experience 44 • Connect you CDP with analytics ✓ Google analytics ✓ Google Data studio • Analyse performing segments • Define new segments • Adjust existing segments • Write new content based on insights • Increase your ROX
- 45. Digital agency, Drupal Integrator& Open Digital Experience Platform 70 digital talents
- 46. FROM CMS TODIGITAL EXPERIENCE IN ALL FREEDOM 7+ YEARS ACTIVE 70+ EMPLOYEES OFFICES IN GHENT & HASSELT www.dropsolid.com Local market - services Strategy Design/UX Drupal implementation Optimisation International market - product Devops & hosting for Drupal DXP +Partners DRUPAL IN OUR CORE
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- 48. Conclusion 48 • Drupal asa CMS is not enough anymore • Get to know your customers • Move from CMS to DXP if you want to stay relevant and deliver ROX
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