Presentation delivered by Paul Fennemore, Digital Experience Consultant at Sitecore on 23rd March 2017. Sagittarius, Travel Marketing; Know Your Niche Masterclass.
Instant Digital Issuance: An Overview With Critical First Touch Best Practices
Sitecore - Omnichannel Marketing in the age of the Omniconsumer
1. Omnichannel Marketing in the
Age of the OmniConsumer
• Paul Fennemore pfe@sitecore.net
• Digital Transformation Consultant Sitecore
• Associate Lecturer:
Oxford Brookes University Business School
2. • Context setting
• What the consumers want
• An Omnichannel Framework
Omnichannel Marketing
in the Age of the OmniConsumer
3. 3
Customer experience is transforming business
89% of companies
plan to compete
primarily on the basis
of the customer
experience by 2016
By2020 customer
experiencewill
overtakepriceas
thekeybrand
differentiator
Gartner Forbes
The businesses
that focus on
delivering and
executing
customer
experiences are
the businesses
that will win
Accenture
Customer-centric
companies are
60% more profitable
compared to
companies that
aren’t customer
focused
Deloitte
10. 10
The customer journey is omnichannel
Today’s Prospect to Customer Experience Interactions
Online
ads
Email Digital
billboards Search
Landing
Page
Social
3rd Party
SitesDigital
Touchpoints
Physical
Touchpoints
Website
PR
TV, Radio,
Print
Word of
Mouth
Direct
Mail Store
Mobile
App
IM
Chat
Social &
Online
Community
Call
Center
Email Newsletter
Promotion
on Invoice
Print
Offer
Invitation
Event
= Managed touchpoints = Unmanaged or semi-managed touchpoints
Print
Itinerary
Word of
Mouse
21. Omnichannel Marketing in the
Age of the OmniConsumer
• Paul Fennemore pfe@sitecore.net
• Digital Transformation Consultant Sitecore
• Associate Lecturer:
Oxford Brookes University Business School
https://sitecoreuk.networkedbusiness.org/omnichannel