Upload File

sitecore’s federated experience manager: keeping the customer at the center of your marketing...

  • Home
  • Technology
  • Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts
59

Upload: isite-design-is-now-connective-dx

Post on 23-Jun-2015

426 views

Category:

Technology


2 download

Report

Tags:

DESCRIPTION

From Sitecore Symposium 2014 - Las Vegas: ISITE Design's Brian Payne (@brianpayne) and Sitecore's John Field (@john_field) explain how Sitecore’s Federated Experience Manager (FXM) provides a simple way to deliver a unified and personalized experience across your entire marketing technology platform, keeping the customer at the center of your marketing efforts.

TRANSCRIPT

Page 1: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts
Page 2: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Sitecore’s Federated Experience ManagerKeeping the Customer at the Center of Your Marketing Efforts

John Field // SitecoreBrian Payne // ISITE Design

Page 3: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Agenda

• Introductions

• Overview Federated Experience Manager

• Why Connected Experiences Matter

• Real World Examples From Early Adopters

• Q&A

3

Page 4: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

helping global companies deliver digital experiences that make a difference

4

Page 5: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

5

Federated Experience Manager

What?

• Federated Experience Manager enables content editors to manage and measure the customer experience on non-Sitecore sites, driving a consistent experience across an entire portfolio of previously disconnected websites

How?

• Using the Experience Editor from within Sitecore, editors can …

• Get started on Day 1

• Create and manage content

• Track & measure experiences

• Personalize content

• Conduct A/B testing

• Collect all experience data in the Sitecore Experience Database

• Implementation = 1 line of code

Page 6: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Sitecore Experience Platform

Non-Sitecore Sites

Non-Sitecore Mobile Apps

6

Page 7: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

7

Who?

• A company in acquisition mode needs to quickly take control of existing websites and start to bring them under the main brand umbrella.

• A company owns multiple brand websites, and needs to have a single view of how a single individual is interacting with those sites, and then personalize the experience across all the sites for a single, consistent experience.

• A company can’t wait for a new website to be developed before leveraging Sitecore’s capabilities, so they leverage Federated Experience to easily track, measure and personalize the experience on existing sites.

• A company with sites or applications that cannot be managed by Sitecore. Secure sites you can’t traditionally monitor/track centrally, non .Net sites.

Page 8: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Federated Experience ManagerWhy Connected Experiences Matter

8

Page 9: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

9

Technology is Not a Silver Bullet

Page 10: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

10

Fact: We’re Better At Making Websites Than Managing Them

Related: Organizations Make A Lot Of Websites

Page 11: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Customer Experiences Span Many Channels

Source: Accenture Global Consumer Pulse Research, 2013

Customers use6 different channels

on average for prospecting

11

Page 12: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Source: Accenture Global Consumer Pulse Research, 2013

=

Are Frustrated When…they’re presented with inconsistent offers or experiences across channels

65%

12

≠ ≠

Page 13: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Will Abandon Your Brand…

Source: Insight One Study, 2013

after as little as two mis-targeted communications ½

13

Page 14: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Connected Experiences Are Valuable

CX Leaders22.5%

CX Laggards-46.3%

5-year performance customer experience leaders vs. laggards (2007-2011)

Source: Watermark Consulting, 2013

14

40%

30%

20%

10%

0%

-10%

-20%

-30%

-40%

-50%

S&P 500 Index-1.3%

Page 15: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Connected Experiences Are Valuable

CX Leaders43.0%

CX Laggards-33.9%

6-year performance customer experience leaders vs. laggards (2007-2012)

Source: Watermark Consulting, 2013

15

60%

50%

40%

30%

20%

10%

0%

-10%

-20%

-30%

-40%

-50%

S&P 500 Index14.5%

Page 16: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Connected Experiences Are Valuable

CX Leaders77.5%

CX Laggards-2.5%

7-year performance customer experience leaders vs. laggards (2007-2013)

Source: Watermark Consulting, 2013

16

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

-10%

-20%

S&P 500 Index51.5%

Page 17: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Source: Sitecore

Experience Maturity Model

17

Page 18: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Source: Sitecore

Where’s Your Organization?

18

Page 19: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Attract

Convert

Advocate

Need

Compare

Discover

Research

Purchase

Decide

Use

Get Help

Share

Personalize

PartnerEvangelize

Tribe

Search

CustomerExperience Ecosystem

Function

Value

Meaning

Crafting Connected Experiences is Challenging

19

Page 20: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Research

Use

Personalize

PartnerEvangelize

Search

Social

Mobile

Web

Search

Store

20

Page 21: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Optimizing Connected Experiences is Challenging

Only 34% of companies understand their customers’ ‘digital body language’

Only 10% of companies have a comprehensive view of their customer

Source: CMO Council (April, 2013)Source: Econsultancy, Customer Lifetime Value Report (April, 2014)

21

Page 22: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Source: http://chiefmartec.com

The Marketing Technology Landscape is Challenging

22

Page 23: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Source: http://chiefmartec.com

The Marketing Technology Landscape is Challenging

23

~100 companies ~350 companies ~950 companies

August 2011 September 2012 January 2014

Page 24: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts
Page 25: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts
Page 26: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts
Page 27: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts
Page 28: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts
Page 29: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Sites

Apps

Mobile

Commerce

Search

Email

Community

Social

Digital Asset Management

Commerce & Product Management

Translation Management

Profiling & Personalization

Business Intelligence

CRM & Sales Automation

Marketing Automation

Email Service Provider

Digital Analytics

ContentCMS

29

Assembling One Connected Platform?

Page 30: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

30

Technology is Not a Silver Bullet

Page 31: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

31

Technology is Not a Silver Bullet

Page 32: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

<script src=“//tracking.local/bundle/beacon”></script>

32

Page 33: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Federated Experience ManagerReal-world Examples

33

Page 34: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Utility Company Example

Public Site Runs on Sitecore(Hosted in the Cloud)

Non-Sitecore Site for Account Management & Bill Pay

(Host On-Premise)

34

Page 35: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Analytics Tracking on Non-Sitecore Site

35

Analytics Tracking on Non-Sitecore Site

Page 36: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Analytics Tracking on Non-Sitecore Site

36

Analytics Tracking on Non-Sitecore Site

Page 37: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Personalization of Content on Sitecore Site

Personalization of Content on Sitecore Site

Based on Behavior on Non-Sitecore Site

37

Page 38: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Personalization of Content on Non-Sitecore Site

38

Personalization of Content on Non-Sitecore Site

Page 39: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

A/B Testing of Content on Non-Sitecore Site

39

A/B Testing of Content on Non-Sitecore Site

Page 40: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Internet

Non-Sitecore Site (Hosted On Premise)Sitecore Content Delivery (Hosted On Azure)

Non-Sitecore Page

Server-Side Integration via Sitecore’s API

DatabaseServer

WebServer

WebServer

SQL Database Store

DeliveryWeb Role

DeliveryWeb Role

Server-Side Integration: Non-Personalized Content

40

Page 41: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Internet

Non-Sitecore Site (Hosted On Premise)Sitecore Content Delivery (Hosted On Azure)

Non-Sitecore Page

Client-Side Integration via Federated

Experience Manager

DatabaseServer

WebServer

WebServer

SQL Database Store

DeliveryWeb Role

DeliveryWeb Role

Client-Side Integration: Analytics & Personalization

41

Page 42: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

42

Page 43: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

43

Page 44: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

44

Page 45: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

45

Page 46: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

46

Page 47: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

47

Page 48: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

48

Page 49: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

49

Page 50: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

50

Page 51: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Regional Bank Example

Marketing Site Runs on Sitecore(Hosted in the Cloud)

3rd Party Vendor Sites Provide Key Functionality

51

Page 52: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Analytics Tracking on Non-Sitecore Site

52

All Key Conversions Happen on 3rd Party Sites

Page 53: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Personalization of Content on Sitecore Site

Personalization of Content on Sitecore Site

Based on Behavior on Non-Sitecore Sites

53

Page 54: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Clear Roadmap for Incremental Improvements

Across Dozens of 3rd Party Sites

54

Page 55: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Ski Resort Example

Marketing Site & Ecommerce Runs on Sitecore

Mobile App Can PlayKey Role in On-Hill

Experience

55

Page 56: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Analytics Tracking in Mobile App

Analytics Tracking

56

Page 57: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Personalization of Content in Mobile App

Personalized Content

57

Page 58: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Personalization of Content on Sitecore Site

Personalization of Content on Sitecore Site

Based on Behavior in Mobile App

58

Page 59: Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Q & A

59


Sitecore Experience Platform 8 xAnalytics, xProfile & Path Analyzer • All of Sitecore’s reports fueled by xDB’sdata. Federated Experience Manager • Inject content and track

Federated Learning for Internet of Things: A Federated

FEDERATED MACHINE LEARNING - Applied Mathematics · Federated Averaging and FedSGD Federated Averaging (FedAvg) Shares updated parameters Federated SGD (FedSGD) Shares local gradients

SmartCloud Federated ID

Federated Identity Management452

Federated® - SEC · ES156422 Federated Investors, Inc. Federated lnwstors lowa I00 I Liberty Avenue Pirtsburgh. PA 13222-3779 -1 12-288-190() Phom: Federated I 11vc,tors.co111

Federated Identity Management

Federated Hermes Government Money Fund II · Federated Hermes Government Money Fund II (formerly, Federated Government Money Fund II) A Portfolio of Federated Hermes Insurance Series

EGI federated Cloud, developing a Production Quality Federated Cloud Infrastructure

From federated to aggregated search - University of …mounia/Papers/SIGIR2010Tutorial.pdf · From federated to aggregated search ... Recap – Introduction federated ... scale (documents,

THE FEDERATED STATES THE FEDERATED STATES OF … · THE FEDERATED STATES OF MICRONESIA NATIONAL ICT AND TELECOMMUNICATIONS POLICY ~ ii ~ MESSAGE FROM THE PRESIDENT OF THE FEDERATED

Federated HDFS

Williston Federated Church

FEDERATED GOVERNANCE

Borderless Federated-Identity

FEDERATED MALAY STATES

Federated Networked Cloud

Federated & Centralized Models

Federated States of Micronesia · Federated States of Micronesia Federated States of Micronesia a Federated States of Micronesia Kosrae Joint State Action Plan for Disaster Risk Management

COORDINATING IN FEDERATED INFORMATION … in federated information technology governance structures: ... case study, critical realism . coordinating in federated information technology

Federated Trust Networks

Deliver Unique Brand Experiences with Sitecore’s Experience Marketing Cloud

Bayesian Nonparametric Federated Learning of Neural Networksproceedings.mlr.press/v97/yurochkin19a/yurochkin19a.pdf · 2.3. Federated and Distributed Learning Federated learning has

FEDERATED ILLOGICALITIES

Keystone: Federated

THE FEDERATED FORECAST

Federated Wireless - Allied Mindsinvestors.alliedminds.com/.../federated-wireless-cmd-presentation.pdf · © Federated Wireless, Inc. 2018 For Public Use Iyad Tarazi, CEO. January

Sitecore’s Federated Experience Manager: Keeping the Customer at the Center of Your Marketing Efforts

Federated Insurance is presenting complimentary seminar ...nnla.org/.../08/Federated-Insurance-Risk-Management... · Federated Insurance is presenting a complimentary seminar you

Federated Identity Managementeudat.eu/sites/default/files/Federated Identity... · 2019-04-01 · Federated Identity Management • “Federated Identity Management (FIM) is about

Presentation federated search

MIS is Federated

Federated Cloud Computing

Practical Federated Identity

Federated Media- profile