How to remove channel barriers and focus on customer experience

How to remove channel barriers and focus on customer experience

Content without boundaries

Monday 25th of February 2013

Acting like it’s 1999

Diagnosing your digital neural system

•Will your web infrastructure enable you to easily incorporate video and phone support in the future?• Do your digital systems enable you to provide a personalized experience for customers who come to your website?

Duplicating content

“Content forking”

Guessing what a mobile user wants

84% are mobile at home

74% waiting in lines

64% at work

Marketers depend on data for just 11%of all customer-related decisions

Get your content ready to go anywherebecause it’s going to go everywhere

“Responsive web design only optimizes content for different screen sizes, not the customer”

Mobile and location drive context

“Context - the sum total of what is known about an individual along with what he or she is currently experiencing”

Julie A. Ask, Forrester

Your next pair of glasses?

Today’s channelis

tomorrow’s context

Create engagement

Manage experience

Context awareness

Take advantage of data

All about Experiences

Deliver

Optimize

Create

Create Experiences

Web

App

Social

E-Mail

Customer

ContextDevice

Optimize

A/B

MVT

Target

Behavioral

Context Analyze

Goals

Engage

Content Products

Web Social Mail Apps

Deliver

Optimize

Context Targeting

Create

Multi touchpoin

t

ReuseTouchpoint Preview

A/B Testing

Multivariate Testing

Analytics

Content

Auto Optimizin

g

Social

SEO

Create ExperiencesContent lies at the heart of all marketing.

Create Experiences

Create onceUse everywhere

Instant preview

Adaptive templates

Automatic layout

Create Social Experiences

One place

Different audiences

Engagement analysis

Real-time

Deliver ExperiencesScreens, channels and touchpoints. Did someone say context is king?

Content Targeting

Behavior

Context

Business rules

Everywhere

Real-time

Optimize ExperiencesTaking advantage of numbers and counting conversions.

Optimize

A/B test

MVT

Real-time insights

Self optimized content

Analyze

Overview

Detailed insights

Across touchpoints

Conversion tracking

Engagement analysis

Your ExperienceDesign is the differentiating factor.

Thank youpeter.sunna@episerver.com@sunnaster

EPiServer at Stand D18