Building a foundation for the future of digital experience (oct 31, 2017)

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When it comes to building great digital customer experiences, great design and pretty pictures alone aren't enough to reach and engage your customers. The ability to provide relevant content by utilizing the best applications and rich data across digital devices is imperative for any digital organization that wants to stay relevant and appeal to customers. Until recently, there has not been a single, scalable, secure, enterprise platform for hosting and building the foundational future for your team and your business. You’ll learn more about: <ul> <li>The old way - complexities of managing several applications that run on multiple different platforms</li> <li>The current situation - pain points in the industry, why it’s taking so long to deliver</li> <li>The options - paths your company can go down based on your current goals and tools at hand</li> <li>The better way - a single platform that gives IT and development teams the foundation and flexibility they need to integrate, deliver and deploy data-driven customer experience applications and sites faster, while reducing risk and minimizing cost</li></ul>

Technologie

©2017 Acquia Inc. — Confidential and Proprietary
Building a Foundation for the
Future of Digital Experience
31 October 2017
Sonya Kovacic, Product Manager
Jenni Lee, Product Marketing Manager

©2017 Acquia Inc. — Confidential and Proprietary
Introductions
Product Manager, Cloud Product Marketing Manager, Site Factory

©2017 Acquia Inc. — Confidential and Proprietary
Agenda
– What does the future of customer experience look like?
– How do you prepare for it?
– What do you need to get it done?
– Bringing it all together

©2017 Acquia Inc. — Confidential and Proprietary
Changing Digital Landscape

©2017 Acquia Inc. — Confidential and Proprietary
Real Life Examples

©2017 Acquia Inc. — Confidential and Proprietary
Is Your Platform Ready for the Future?
Customer facing
Marchitecture
(aka middleware)
Platform
(CMS, database,
servers, etc.)
This is where
business +
marketing want
to focus

©2017 Acquia Inc. — Confidential and Proprietary
What to Consider When Replatforming
On Premise IaaS PaaS SaaS
Applications Applications Applications Applications
Data Data Data Data
Runtime Runtime Runtime Runtime
Middleware Middleware Middleware Middleware
Operating System Operating System Operating System Operating System
Virtualization Virtualization Virtualization Virtualization
Servers Servers Servers Servers
Storage Storage Storage Storage
Networking Networking Networking Networking
YourEffort
YourEffort
Your
Effort

©2017 Acquia Inc. — Confidential and Proprietary
Gartner's Top 10 Strategic Technology Trends for 2018
Intelligent Digital Mesh
● AI Foundation
● Intelligent Apps & Analytics
● Intelligent Things
● Digital Twin
● Conversational Platforms
● Immersive Experience
● Cloud to the Edge
● Blockchain
● Event Driven
● Continuous, Adaptive Risk
& Trust
Are you future proof?
Source: Gartner October 2017

©2017 Acquia Inc. — Confidential and Proprietary
Digital Experiences Takes Teamwork
Digital Business Roles Digital IT Roles
– Creative freedom
– Hassle-free campaigns
– Faster launches
– Cost efficient
– No worries: performance,
security
– Common platform, service
– Continuous monitoring
– Compliance, Auditable
– Trusted security
– Reliability, control over all sites

©2017 Acquia Inc. — Confidential and Proprietary
Requirements of Your Business/Marketing Team

©2017 Acquia Inc. — Confidential and Proprietary
3 Steps to Meeting Business’s Needs
1. Document current and future business goals and objectives
2. Figure out budget and timeline based on priorities
*Maintain clear communication and include business teams during the process.
3. Awareness of disruptive tech aligned with above criteria

©2017 Acquia Inc. — Confidential and Proprietary
Aligning Technical Teams
● How do you achieve technical alignment?
● Which backend systems to integrate?
● Which partners to choose?

©2017 Acquia Inc. — Confidential and Proprietary
Development Strategies

©2017 Acquia Inc. — Confidential and Proprietary
Applying governance

©2017 Acquia Inc. — Confidential and Proprietary
Summary
– Are you missing opportunities to connect with
customers?
– Are you future proof from people, process, and
technology standpoint?
– Are you ready to manage and govern all the
complexity?

©2017 Acquia Inc. — Confidential and Proprietary

©2017 Acquia Inc. — Confidential and Proprietary
Thank you!

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"Your customer data flows faster each day, which is why collecting, organizing, and doing something meaningful with it is just good business. But, it can be tough to do. Stashing data in different places across your organization to come back (hopefully) later is a great way to mismanage or lose it. Squirrels can stash, but enterprises can’t. You need a customer data platform (CDP). A central command center that securely holds your customer data and lets you organize it according to your goals. The thing is, what’s best for you? A CDP out-of-the-box? Building a customer data solution yourself? There’s merit in both options, and this webinar is here to help you narrow down what’s best for your business. Acquia, Bounteous, and Appnovation will show you: How a single source for customer data storage can mitigate risk and optimize customer experience How central data governance will help your customer data strategy once the almighty Google takes away cookies The comprehensive CDP build-or-buy checklist + CDP must-haves for your budget First-party data management that keeps your customers' data safe and your business booming It’s 10 PM, do you know where your data is?"

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Creating digital experiences across a portfolio of sites can present a big challenge. It requires thinking about scale in multiple dimensions, from standardizing on a technology toolset and driving adoption of that platform across an organization, to establishing content governance and user experience standards to guide the design and build of many sites. In order to build a foundation for scale, all of these dimensions and more need to be addressed. With a strong foundation, next-level digital strategies such as multi-channel content management and personalization can be incorporated into your multi-site management. Join digital leaders and experts from Princeton University, FFW, and Acquia, to learn from their experiences tackling multi-site management at scale. Hear about best practices drawn from the large portfolios of sites that higher-ed institutions manage, and discover Acquia’s holistic solution for multi-site management with Acquia Site Factory+, Acquia Site Studio, Widen DAM, and Acquia Personalization. During this webinar we will explore: A major Princeton University Web Development Services initiative to migrate 1,000 websites to Acquia How organizing content in one system can simplify control, improve access and increase use How coordinated distribution supports greater customer experiences and deeper engagement How to scale and accelerate organization-wide adoption of a design system How to improve content performance and experience through A/B testing to continually optimize users’ engagement How to collect data on your customers to be able to define segments to offer personalized experiences

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Is your brand content difficult to manage, creating bottlenecks across global workflows? Are your teams struggling with quickly finding approved files so much that they start creating their own private collections of assets? It can get out of hand in no time and the next thing you know, your brand is compromised. Proper brand management is crucial to keeping your organization’s digital identity unified wherever people interact with it. And the path toward brand consistency begins with a single source to store everything brand-related: a digital asset management (DAM) system. Join us for an upcoming webinar where we'll dive into more detail on how Hootsuite achieved a sense of control over the what, who, how, and when of their brand’s digital elements. We'll cover: - Why digital asset management is key to brand consistency and success - How to accelerate time to market while staying brand-compliant - How Hootsuite created a cohesive brand experience with Acquia DAM and enhanced collaboration between global teams

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Google’s recent announcement to ‘phase out support for third-party tracking cookies , has been viewed by many as the final blow in the death of third-party cookies in marketing. It is also the latest wave pushing us toward stronger privacy-focused open web standards. But what does the death of third-party cookies mean for Acquia Partners? In a nutshell, it means that you must develop a powerful first-party data strategy for your customers so they can win the trust and loyalty of theirs. Watch our on-demand Partner Bootcamp and learn how you can stay ahead of the curve. We explored: Evolving from customer acquisition to consent-driven personalization The rise of the Customer Data Platform (CDP) Why a first-party data strategy requires data unification across the customer lifecycle You will also hear from Mark Royko about Acquia Practice Certification program

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Automation of processes and optimisation of self-service are key when ensuring dialogue and direct support in moments of need. Freed up resources as a result of efficient self-service can be allocated to supporting customers in difficult situations. Equally, personalised and automated advice is proven to be extremely valuable when timely answers are needed and decisions are to be made. Personalisation - seamless customer experience: is this possible? How do you build consumer confidence to provide data for effective personalisation? In this webinar, Acquia will share advice and best practices on how to leverage knowledge and intelligent advice to provide instant value both for customers and employees. - What consumers feel about personalisation (CX Survey results) - How to understand customer intent across multiple engagement channels - The importance of permission-based data sharing and moving beyond cookie-based data collection - Discuss with CX experts on best practices, challenges, solutions and examples that audience can relate to - Get advice on where to turn for support, how to quickly adopt use cases of intelligent advice, and answers to your questions - Hear about how personalized advice and automated decisions can make a difference for your service model, your customers and employee

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Supporting content delivered across a multitude of channels for 20+ sports at the NCAA Division I level, Pac-12 has continuously sought to push the boundaries of what is possible with Drupal as their content management system (CMS). From Drupal 7 to Drupal 9, and from roaring crowds of fans to the new digital fanbase -- Pac-12 has continuously provided an unparalleled and cutting-edge experience and they aren’t done yet. Join our webinar to learn about Pac-12’s digital past, present, and future including: Pac-12’s Drupal Migrations from Drupal 7 to Drupal 8 and onto Drupal 9 How Pac-12 shifted to support their digital fanbase How Pac-12 extended Drupal as their internal and external orchestration platform A look into Pac-12’s approach to FAST (Free Ad Supported Television) We will also hear from Pac-12’s partner, Phase2, around their best practices for executing Drupal migrations and how they worked with Pac-12 to deliver their Drupal 8 site.

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3. ©2017 Acquia Inc. — Confidential and Proprietary Agenda – What does the future of customer experience look like? – How do you prepare for it? – What do you need to get it done? – Bringing it all together

6. ©2017 Acquia Inc. — Confidential and Proprietary Is Your Platform Ready for the Future? Customer facing Marchitecture (aka middleware) Platform (CMS, database, servers, etc.) This is where business + marketing want to focus

7. ©2017 Acquia Inc. — Confidential and Proprietary What to Consider When Replatforming On Premise IaaS PaaS SaaS Applications Applications Applications Applications Data Data Data Data Runtime Runtime Runtime Runtime Middleware Middleware Middleware Middleware Operating System Operating System Operating System Operating System Virtualization Virtualization Virtualization Virtualization Servers Servers Servers Servers Storage Storage Storage Storage Networking Networking Networking Networking YourEffort YourEffort Your Effort

8. ©2017 Acquia Inc. — Confidential and Proprietary Gartner's Top 10 Strategic Technology Trends for 2018 Intelligent Digital Mesh ● AI Foundation ● Intelligent Apps & Analytics ● Intelligent Things ● Digital Twin ● Conversational Platforms ● Immersive Experience ● Cloud to the Edge ● Blockchain ● Event Driven ● Continuous, Adaptive Risk & Trust Are you future proof? Source: Gartner October 2017

9. ©2017 Acquia Inc. — Confidential and Proprietary Digital Experiences Takes Teamwork Digital Business Roles Digital IT Roles – Creative freedom – Hassle-free campaigns – Faster launches – Cost efficient – No worries: performance, security – Common platform, service – Continuous monitoring – Compliance, Auditable – Trusted security – Reliability, control over all sites

11. ©2017 Acquia Inc. — Confidential and Proprietary 3 Steps to Meeting Business’s Needs 1. Document current and future business goals and objectives 2. Figure out budget and timeline based on priorities *Maintain clear communication and include business teams during the process. 3. Awareness of disruptive tech aligned with above criteria

15. ©2017 Acquia Inc. — Confidential and Proprietary Summary – Are you missing opportunities to connect with customers? – Are you future proof from people, process, and technology standpoint? – Are you ready to manage and govern all the complexity?

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