Digital Platform ChoiceIt ain’t easy!May 1, 2023

A short introduction

@readingroom

A short introductionJamie Griffiths – Divisional Head

Dived into digital in 1996 about the same time Reading Room formed

Reading Room are a collaboration of strategy, design and technology; we exist to help our clients benefit from digital change.

Part of Idox group.

Over 120 staff.

Collaborative, multi-disciplinary team structure.

A short introduction to Reading Room

@readingroom

What we will coverIt’s all about maturity

Fitting with your customer lifecycle

Be pragmatic about implementation

A content management system is not just for Christmas

Agenda

It’s all about maturity

@readingroom

Where are we?Where are you now, and where do you want to get to

Your vision

Strategy

Tactics

How will we know success?

It’s all about maturity

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Budget & timeIt’s all about maturity

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Customer experience maturityIt’s all about maturity

Use intelligence and predictions to optimise cross channel customer experience, by anticipating the needs of the customer and timely initiation of relevant 1-2-1 dialogue.

Establish the data infrastructure connecting online and offline customer repositories into a central data hub, where customer profile data can be accessed and used real time for relevant 1-2-1 dialogue cross channels.

Putting the customer in focus and building strong relationships, through automated trigger based dialogue, where relevant conversations happen in preferred channels.

Focus is to optimise digital initiatives, which is initiated by blending measurement where analytics is used for actionable insights with execution by optimisation initiatives, such as testing and personalisation.

Organisations begin to align digital initiatives with strategic objectives, where digital focus is shifting towards achieving strategic goals.

Focus is to distribute content across channels, starting with the most used channels, such as your mobile site and sharing content on social networks.

Initially organisations have brochure sites with email campaign capabilities and web analytics in place.

Initiate

Radiate

Align

Optimise

Nurture

Engage

Lifetime

AdvocateConvertAttractMaturity

Stra

tegi

c va

lue

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Let’s be mature about thisIt’s all about maturity

@readingroom

TakeawaysUnderstand where we currently are…

How digital fits in with our strategy

What are the constraining factors

How are we working with our client

It’s all about maturity

Fitting with your customer lifecycle

@readingroom

Simple customer lifecycleFitting with your customer lifecycle

Awareness

Educate

Purchase

EngagementAdvocacy

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Lombard InternationalUse Email Marketing in Kentico to send and analyse targeted emails segmented by audience type, to raise awareness of services amongst partners.

Awareness

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Key Retirement SolutionsThe website provides services to ‘silver surfers’ on what options are available for managing their financial income beyond retirement.

Educate

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Save the Children InternationalRapid prototyping in Kentico to support the 30 member organisations, working to deliver change for children in 120 countries

Purchase

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KingpsanAs a global leader in the manufacturing of high performance insulation and building fabric solution, one of the most important goals for their global digital platform is to allow them to be relevant to local markets.

Engagement

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TakeawaysKentico can supports the entire customer lifecycle

It is scalable

Kentico is easy to use

Fitting with your customer lifecycle

Being pragmatic about implementation

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An improving processBeing pragmatic about digital goals

Analyse

Refine

Analytics / Performance

Live site

Variants / personalisation

Approach / outcome

Optimise

A content management system is not just for Christmas

@readingroom

How are we going to live togetherDoes the CMS support your strategy

What is the capability of my team

Measuring performance

What can we learn from digital

How can it prepare for what might happen in the future

Then there are the hygiene factors – security, performance, ongoing support

A content management system is not just for Christmas

@readingroom