Rising to the challenges of 'multi-multi' world

David Bowen, Product Manager, EPiServer

Rising to Challenges of the 'Multi-Multi' World

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 king

Customer must be at the heart of every decision

Multi-Channel

Multi-Site

Multi-Language

Multi-Currency

Multi-Market

Multi-Brand

Opportunities for Brands

Evolving mobile devices with increasing features

Maturity of social media and online communities

Development of content interface technologies 

Manage by Market

Market

Catalog

InventoryPricing

DiscountsSettings – Tax/Payme

nt ..

Manage Markets

Web

Mobile

Social

In-Store

Call Centre

Channels

Market

Eng

lish

French

Sw

ed

ish

CatalogInventoryPricingDiscountsSettings

Manage Markets

Customers

Brand A

Brand B

Multi-Channel / Multi-Market

Single platform for managing sites across geographies and channels, including web, mobile, social and in-store.

Enabling a seamless and consistent brand experience regardless of channel.

Provides tools to monitor performance and optimize results.

Tablet Customers

Tablet owners are generally wealthier

Consumers now shop more often with tablets that mobiles

1.5% higher conversion rate

Social Reach

Social Reach

Social Reach

Social Reach

Testing

Digitisation of Brand Experience

“Buy anywhere, fulfil anywhere” – Forrester

Empowering both customers and store sales with best-in-class mobile and interactive technologies.

– Prevent loss of in-store sales– Create an endless aisle

Entire floor becomes point of sale, brand ambassadors deliver differentiated customer experience.

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” perspective

Reconfigure resources and capabilities to stay ahead of the change as consumer technology

adoption and behaviours change.

Source: Forrester

Stay Flexible

Early stage in multichannel - Impossible to predict future channels

Mistakes can be costly, working out where to invest can be very difficult

Agility is Required– React to changes in trends or behaviour quickly– Make customer interaction consistent across all

channels– Build an infrastructure that allows flexibility

Without product content – ERP dataField Value

Item number

12345-22

Item name SHOE FTB 13

Price 1399.00

On stock 188 pcs

Shelf no in warehouse

12A

No. per pallet

122

Pallet weight

166 kg

Suppl. Itno 3476-3

Brands need content - in all channels

WebCMS

FILESERVER

E-COM

Text DB

Supplier

Productowner

Marketing

C:\My docs

Image DBERP

InDesigndocs

PLM

Sales

Content spaghetti

Multi-channel Product Content

Product Content in PIM

“The commitment to agile commerce is not just about doing what is right for the customer and doing it faster; it is about driving a return on investment (ROI).”

Brian K. Walker from Forrester

Personalisation & Context

68

Affiliates /

Marketplaces

Social

Networks

CMS

Commerce

Integration

CMSCommerce

Affiliates /

Marketplaces

Social

Networks

Integration

EPiServer

Content, Social, Personalisation, Campaign Measurement and Testing

Website Mobile Social In-storeCall

CentreOffline Print

Marketplace

Click to add picture

Questions?David Bowendavid.bowen@episerver.com@dmbowen