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Jeff Walpole
Understanding and
embracing the
importance of the
customer’s journey and
experience.
The Customer
Experience
Revolution
In...
1
Customers want digital
experiences to meet them
where they are and on their
own terms.
Predicted to overtake price and
product as by the year 2020.
Source: Aspect Software Study
#1 Priority
CX is proven to
inc...
2
Drupal is just a piece
of the puzzle. The
average enterprise
has 35 systems to
integrate
of companies now have a
chief marketing technologist
or equivalent
Source: Gartner’s CMO Spend Survey
80%
3
BLOG POST
4
Omni-channel Digital
Experiences Playbook
WHITE PAPER
5
and uncover new monetization opportunities
change associated with the
application of digital technology
81%
37%
vsA recent eConsultancy
report indicated that 81%
of consumer brands
believe they have a holistic
view of their cu...
●
●
●
●
Rackspace Survey
Of marketers belive that
the pace of change in
technology
+ marketing will continue
to accelerate.
1. Coordinate content, customer data, and core services to
drive reuse and quality.
2. Unify marketing, commerce, and serv...
CUSTOMER JOURNEY BASED
MARKETING
CAMPAIGN BASED
MARKETING
&
Owning the Digital
Patient Experience
WEBINAR
WCMS DXP
CREATIVE
TECHNOLOGY
Dev
Shops
Design
Shops
Outsourcers
Advertising /
Communications
Agencies Global Digital
Agencies
Syste...
The No Fail Guide to Digital
Customer Experience
Investment
WHITE PAPER
Customer Experience (CX):
Digital Customer Experience (DX):
Digital Experience Platform (DXP):
Customer Journey Map:
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
Beyond websites: A Modern Digital Experience Platform
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Beyond websites: A Modern Digital Experience Platform

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Jeff Walpole presents at Drupalcon Nashville 2018

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Beyond websites: A Modern Digital Experience Platform

  1. 1. Jeff Walpole
  2. 2. Understanding and embracing the importance of the customer’s journey and experience. The Customer Experience Revolution Integration / complexity of omnichannel (e.g. Mobile, Social, Voice, Chat, etc.) The Omnichannel Explosion Complex rich services becoming accessible (e.g. SaaS, Microservices, AI, etc.) Automated and Integrated Cloud Innovation Growth and abundance of Martech solutions and SaaS products to attract, convert, measure, and optimize marketing goals. The Rise of Martech Digital changes to how businesses operate, what they do and how they deliver value to customer Drive for Digital Transformation 1 2 3 4 5
  3. 3. 1
  4. 4. Customers want digital experiences to meet them where they are and on their own terms.
  5. 5. Predicted to overtake price and product as by the year 2020. Source: Aspect Software Study #1 Priority CX is proven to increase customer loyalty, drive revenue and boost customer lifetime value.
  6. 6. 2
  7. 7. Drupal is just a piece of the puzzle. The average enterprise has 35 systems to integrate
  8. 8. of companies now have a chief marketing technologist or equivalent Source: Gartner’s CMO Spend Survey 80%
  9. 9. 3
  10. 10. BLOG POST
  11. 11. 4 Omni-channel Digital Experiences Playbook WHITE PAPER
  12. 12. 5 and uncover new monetization opportunities change associated with the application of digital technology
  13. 13. 81% 37% vsA recent eConsultancy report indicated that 81% of consumer brands believe they have a holistic view of their customers. Conversely, only 37% of consumers feel that they are actually understood by their favorite brands.
  14. 14. ● ● ● ●
  15. 15. Rackspace Survey
  16. 16. Of marketers belive that the pace of change in technology + marketing will continue to accelerate.
  17. 17. 1. Coordinate content, customer data, and core services to drive reuse and quality. 2. Unify marketing, commerce, and service processes to improve practitioner workflows. 3. Deliver contextually and share targeting rules to unify the experiences on every screen. 4. Share front-end code across digital touchpoints to manage a common user experience. 5. Link data and analytics to add insight and drive action. 6. Manage code and extensions for maximum reuse while avoiding over-customization. Forrester defines the digital experience platform as, “Software to manage, deliver, and optimize experiences consistently across every digital touchpoint,” and that will address six key themes: The No Fail Guide to Digital Customer Experience Investment WHITE PAPER
  18. 18. CUSTOMER JOURNEY BASED MARKETING CAMPAIGN BASED MARKETING &
  19. 19. Owning the Digital Patient Experience WEBINAR
  20. 20. WCMS DXP
  21. 21. CREATIVE TECHNOLOGY Dev Shops Design Shops Outsourcers Advertising / Communications Agencies Global Digital Agencies System Integrators
  22. 22. The No Fail Guide to Digital Customer Experience Investment WHITE PAPER
  23. 23. Customer Experience (CX): Digital Customer Experience (DX): Digital Experience Platform (DXP): Customer Journey Map:

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