Digital experience and transformation 2016 - Web design examples
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Transcript of Digital experience and transformation 2016 - Web design examples
Digital Marketing Priorities 2016 Brought to you by:
Digital Transformation 2016
Back to BasicsBob EgnerVP Product ManagementEpiserverIn the face of digital transformation, marketing leaders must not blindly follow the hype and chase after new technologies. This webinar takes you back to the basics by providing practical tips on how to identify your biggest marketing problems, map out a digital roadmap aligned with the customer journey, and deliver a consistent customer experience to win.
3About Episerver
Our Mission To build the leading digital experience delivery platform to empower our customers to createstandout experiences for their customers – everywhere they engage
About Episerver
Our Company by the Numbers30,000websites powered globally
340employees across 15 offices
280,000web editors worldwide
8,800customers served in 30 countries
$2B+commerce transactions per year across all customers
880partners carrying our brands
33,000members in our developer community
100%focused on digital experience
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5It’s all about the customer
I have a meme…• 9th result on Google images
search for “Bob Egner”• Pointed out by my teenage
daughter
www.cmswire.com/cms/customer-experience/get-on-board-with-b2b-ecommerce-forrester-warns-025368.php
6It’s all about the customer
I have a meme…• 9th result on Google images
search for “Bob Egner”• Pointed out by my teenage
daughter
www.cmswire.com/cms/customer-experience/get-on-board-with-b2b-ecommerce-forrester-warns-025368.php
You need to adapt to your changing customer
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Manufacturing 1900 - 1960
It’s all about the customer
Evolution of Advantage
Distribution 1960 - 1990Age of the Customer
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Manufacturing 1900 - 1960
It’s all about the customer
Evolution of Advantage
Distribution 1960 - 1990
Information 1990 - 2010
Age of the Customer
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Manufacturing 1900 - 1960
It’s all about the customer
Evolution of Advantage
Distribution 1960 - 1990
Information 1990 - 2010
Customer 2010 - ??
Systems designed for success here…
Need to adapt for the mobile power shift
Age of the Customer
It’s all about the customer
Consider the customer journey
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
It’s all about the customer
Consider the customer journey
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
Acquisition
Business case to drive top line- Not so hard
It’s all about the customer
Consider the customer journey
Visible Trusted
Loyal
Engaged
ConvertedService
In Touch
Acquisition
GoalServiceLoyalty
Business case to drive top line- Not so hard
Business case to drive transformation- A bit harder
14Digital transformation
Focus on value1. Leadership and vision Just do it
Redesign orreconsider
Extend toenhance
Why?
Value to Business
Benefit tocustomer
low
high
low high
15Digital transformation
Focus on value1. Leadership and vision2. Customer experience
Value to Business
Benefit tocustomer
low
high
low high
efficiency
16Digital transformation
Focus on value1. Leadership and vision2. Customer experience3. Operational process
Value to Business
Benefit tocustomer
low
high
low high
efficiencyexpe
rienc
e
17Digital transformation
Focus on value1. Leadership and vision2. Customer experience3. Operational process4. Business model
Value to Business
Benefit tocustomer
low
high
low high
efficiencyexpe
rienc
etra
nsfor
mative
18Digital transformation
Customer expectations
• Information that is useful
• Simple way to get to that useful information
• Looks great on whatever device I happen to be using
• Help me take the next step
B2C guy B2B guy
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Focus traveler’s journey and destination
Numerous data sources indexed and surfaced on one site
Expansion to car park and duty free
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Educational content and video on
responsive site
Categorized by medical practice
areas
Personalized to deliver most
relevant, freshest information
26Secure account
mgmtPersonalized
contentDetailed product
infoSecure account mgmt
Personalized content
Detailed product infoSecure account
mgmtPersonalized
contentDetailed product
info
27Secure account
mgmtPersonalized
contentDetailed product
infoSecure account mgmt
Personalized content
Detailed product infoSecure account
mgmtPersonalized
contentDetailed product
info
28Secure account
mgmtPersonalized
contentDetailed product
infoSecure account mgmt
Personalized content
Detailed product infoSecure account
mgmtPersonalized
contentDetailed product
info
Apparel, houseware, and gifts targeted at
new mothers
KPI boost from progressive
personalization
Relevant abandon cart email drives
astonishing mobile results
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Customer experience project aimed at entrance
congestionResponsive site
focused on selection, arrival,
and ticketingMeghan Curran
named 2015 Customer Champion
by 1to1 Media
Large scale pumping systems
Native mobile appField engineer
journey
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Guided sellingStreamline ordering
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Trading in 5 markets with retail stores
and online presence
Rich content, expert opinion, and enthusiast magazine
Guided omnichannel customer
experience
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Specialized B2B adhesive products
Content rich site addresses customer
problems
Unique content destination boosts
SEO
45
Digital flagship restaurant
Contextual experience:
Location, time, and weather
Personalized:Loyalty enhances
experience
46
Secure account mgmt
Personalized content
Detailed product infoSecure account
mgmtPersonalized
contentDetailed product
infoSecure account mgmt
Personalized content
Detailed product info
47
Secure account mgmt
Personalized content
Detailed product infoSecure account
mgmtPersonalized
contentDetailed product
infoSecure account mgmt
Personalized content
Detailed product info
48
Secure account mgmt
Personalized content
Detailed product infoSecure account
mgmtPersonalized
contentDetailed product
infoSecure account mgmt
Personalized content
Detailed product info
50+ customers in 14 countries on
branded transactional sites
Promotional, apparel, and print
items forcustomized print
Employee, partner, or customer ordered
with consolidated billing
49Digital transformation with Smart Insights
Summary• Focus on customer• Transformation is bigger than technology• Business problems are usually unique• There are a lot of clever people out there who can help