From Sitecore Symposium 2014 - Las Vegas: ISITE Design's Brian Payne (@brianpayne) and Sitecore's John Field (@john_field) explain how Sitecore’s Federated Experience Manager (FXM) provides a simple way to deliver a unified and personalized experience across your entire marketing technology platform, keeping the customer at the center of your marketing efforts.

2. Sitecore’s Federated Experience Manager
Keeping the Customer at the Center of Your Marketing Efforts
John Field // Sitecore
Brian Payne // ISITE Design

3. Agenda
• Introductions
• Overview Federated Experience Manager
• Why Connected Experiences Matter
• Real World Examples From Early Adopters
• Q&A
3

4. helping global companies deliver digital experiences that make a difference
4

5. Federated Experience Manager
5
What?
• Federated Experience Manager enables content editors
to manage and measure the customer experience on
non-Sitecore sites, driving a consistent experience
across an entire portfolio of previously disconnected
websites
How?
• Using the Experience Editor from within Sitecore, editors
can …
• Get started on Day 1
• Create and manage content
• Track & measure experiences
• Personalize content
• Conduct A/B testing
• Collect all experience data in the Sitecore Experience
Database
• Implementation = 1 line of code

6. Sitecore Experience Platform
Non-Sitecore
Sites
Non-Sitecore
Mobile Apps
6

7. Who?
• A company in acquisition mode needs to quickly take control of existing
websites and start to bring them under the main brand umbrella.
• A company owns multiple brand websites, and needs to have a single view of
how a single individual is interacting with those sites, and then personalize the
experience across all the sites for a single, consistent experience.
• A company can’t wait for a new website to be developed before leveraging
Sitecore’s capabilities, so they leverage Federated Experience to easily track,
measure and personalize the experience on existing sites.
• A company with sites or applications that cannot be managed by Sitecore.
Secure sites you can’t traditionally monitor/track centrally, non .Net sites.
7

8. Federated Experience Manager
Why Connected Experiences Matter
8

9. 9
Technology is Not a Silver Bullet

10. 10
Fact: We’re Better At Making
Websites Than Managing Them
Related: Organizations Make A
Lot Of Websites

11. Customer Experiences Span Many Channels
Customers use
6 different
channels
on average for
prospecting
Source: Accenture Global Consumer Pulse Research, 2013
11

12. they’re presented with inconsistent offers or experiences across channels
Source: Accenture Global Consumer Pulse Research, 2013
Are Frustrated When…
=
65%
12
≠ ≠

13. Will Abandon Your Brand…
Source: Insight One Study, 2013
½
after as little as two mis-targeted communications
13

14. Connected Experiences Are Valuable
5-year performance customer experience leaders vs. laggards (2007-2011)
CX Leaders
22.5%
CX Laggards
-46.3%
Source: Watermark Consulting, 2013
14
40%
30%
20%
10%
0%
-10%
-20%
-30%
-40%
-50%
S&P 500 Index
-1.3%

15. Connected Experiences Are Valuable
6-year performance customer experience leaders vs. laggards (2007-2012)
CX Leaders
43.0%
CX Laggards
-33.9%
Source: Watermark Consulting, 2013
15
60%
50%
40%
30%
20%
10%
0%
-10%
-20%
-30%
-40%
-50%
S&P 500 Index
14.5%

16. Connected Experiences Are Valuable
7-year performance customer experience leaders vs. laggards (2007-2013)
CX Leaders
77.5%
CX Laggards
-2.5%
Source: Watermark Consulting, 2013
16
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
-10%
-20%
S&P 500 Index
51.5%

17. Source: Sitecore
Experience Maturity Model
17

18. Source: Sitecore
Where’s Your Organization?
18

19. Advocate
Convert
Attract
Crafting Connected Experiences is Challenging
Need
Compare
Discover
Research
Decide
Purchase
Get Help
Use
Share
Personalize
Tribe
Evangelize Partner
Search
Customer
Experience
Ecosystem
Meaning
Value
Function
19

20. Research
Use
Personalize
Evangelize Partner
Mobile
Social
Web
Search
Store
20

21. Optimizing Connected Experiences is Challenging
Only 34% of companies understand
their customers’ ‘digital body language’
Only 10% of companies have a
comprehensive view of their customer
Source: Econsultancy, Customer Lifetime Value Report (April, 2014) Source: CMO Council (April, 2013)
21

22. The Marketing Technology Landscape is Challenging
Source: http://chiefmartec.com
22

23. The Marketing Technology Landscape is Challenging
August 2011 September 2012 January 2014
Source: http://chiefmartec.com
23
~100 companies ~350 companies ~950 companies

29. Sites
Mobile
Apps
Commerce
Community
Social
Search
Email
Digital Asset Management
Commerce & Product Management
Translation Management
Profiling & Personalization
Business Intelligence
CRM & Sales Automation
Marketing Automation
Email Service Provider
CConMteSnt
Digital Analytics
29
Assembling One Connected Platform?

30. 30
Technology is Not a Silver Bullet

31. 31
Technology is Not a Silver Bullet

32. <script src=“//tracking.local/bundle/beacon”></script>
32

33. Federated Experience Manager
Real-world Examples
33

34. Utility Company Example
Public Site Runs on Sitecore
(Hosted in the Cloud)
Non-Sitecore Site for Account
Management & Bill Pay
(Host On-Premise)
34

35. Analytics Tracking on Non-Sitecore Site
35
Analytics Tracking on Non-Sitecore Site

36. Analytics Tracking on Non-Sitecore Site
36
Analytics Tracking on Non-Sitecore Site

37. Personalization of Content on Sitecore Site
Personalization of Content on Sitecore Site
Based on Behavior on
Non-Sitecore Site
37

38. Personalization of Content on Non-Sitecore Site
38
Personalization of Content on Non-Sitecore Site

39. A/B Testing of Content on Non-Sitecore Site
39
A/B Testing of Content on Non-Sitecore Site

40. Server-Side Integration: Non-Personalized Content
Internet
Non-Sitecore Page
INTERNET
3 Production Installation
1 Non-Production Installation
SITECORE
SERVER
5 Concurrent Authors
1 Entity
Server-Side Integration
via Sitecore’s API
Web
Database
Publishing
Sitecore Content Delivery (Hosted On Azure) Non-Sitecore Site (Hosted On Premise)
INTERNAL DELIVERY
SITECORE
SERVER
8 Cores
8+ GB RAM
250+ GB HDD
PROFESSIONAL +
DEVELOPMENT
SERVER
CEP
MANAGEMENT
SERVER
CEP
DELIVERY
SERVERS
DEVELOPER
WORKSTATIONS
AUTHOR
WORKSTATIONS
DATABASE
SERVER
MASTER
WEB
CORE
DATABASE
SERVER
MASTER
WEB
CORE
DATABASE
SERVER
WEB
CORE
DMS
Packages
Windows Server 2008
IIS 7
.NET Framework 3.5
8-10M
Pages /
Month*
DATABASE
SERVER
8 Cores
8+ GB RAM
250+ GB HDD
250GB per Content DB
14KB per Visitor
*Approximate page output. Results may
Database
Server
Web
Server
Web
Server
DELIVERY
8 Cores
8+ GB RAM
250+ GB HDD
CEP
MANAGEMENT
SERVER
CEP
DELIVERY
SERVERS
AUTHOR
WORKSTATIONS
DATABASE
SERVER
MASTER
WEB
CORE
DATABASE
SERVER
WEB
CORE
DMS
Windows Server 2008
IIS 7
.NET Framework 3.5
8-10M
Pages /
Month*
DATABASE
SERVER
8 Cores
8+ GB RAM
250+ GB HDD
250GB per Content DB
14KB per Visitor
*Approximate page output. Results may
SQL Database
Store
Delivery
Web Role
Delivery
Web Role
40

41. Client-Side Integration: Analytics & Personalization
Internet
Non-Sitecore Page
INTERNET
3 Production Installation
1 Non-Production Installation
SITECORE
SERVER
5 Concurrent Authors
1 Entity
Client-Side Integration
via Federated Experience
Manager
Web
Database
Publishing
Sitecore Content Delivery (Hosted On Azure) Non-Sitecore Site (Hosted On Premise)
INTERNAL DELIVERY
SITECORE
SERVER
8 Cores
8+ GB RAM
250+ GB HDD
PROFESSIONAL +
DEVELOPMENT
SERVER
CEP
MANAGEMENT
SERVER
CEP
DELIVERY
SERVERS
DEVELOPER
WORKSTATIONS
AUTHOR
WORKSTATIONS
DATABASE
SERVER
MASTER
WEB
CORE
DATABASE
SERVER
MASTER
WEB
CORE
DATABASE
SERVER
WEB
CORE
DMS
Packages
Windows Server 2008
IIS 7
.NET Framework 3.5
8-10M
Pages /
Month*
DATABASE
SERVER
8 Cores
8+ GB RAM
250+ GB HDD
250GB per Content DB
14KB per Visitor
*Approximate page output. Results may
Database
Server
Web
Server
Web
Server
DELIVERY
8 Cores
8+ GB RAM
250+ GB HDD
CEP
MANAGEMENT
SERVER
CEP
DELIVERY
SERVERS
AUTHOR
WORKSTATIONS
DATABASE
SERVER
MASTER
WEB
CORE
DATABASE
SERVER
WEB
CORE
DMS
Windows Server 2008
IIS 7
.NET Framework 3.5
8-10M
Pages /
Month*
DATABASE
SERVER
8 Cores
8+ GB RAM
250+ GB HDD
250GB per Content DB
14KB per Visitor
*Approximate page output. Results may
SQL Database
Store
Delivery
Web Role
Delivery
Web Role
41

42. 42

43. 43

44. 44

45. 45

46. 46

47. 47

48. 48

49. 49

50. 50

51. Regional Bank Example
Marketing Site Runs on Sitecore
(Hosted in the Cloud)
3rd Party Vendor Sites
Provide Key Functionality
51

52. Analytics Tracking on Non-Sitecore Site
52
All Key Conversions Happen on 3rd Party Sites

53. Personalization of Content on Sitecore Site
Personalization of Content on Sitecore Site
Based on Behavior on
Non-Sitecore Sites
53

54. Clear Roadmap for Incremental Improvements
Across Dozens of
3rd Party Sites
54

55. Ski Resort Example
Marketing Site & Ecommerce
Runs on Sitecore
Mobile App Can Play
Key Role in On-Hill
Experience
55

56. Analytics Tracking in Mobile App
Analytics Tracking
56

57. Personalization of Content in Mobile App
Personalized Content
57

58. Personalization of Content on Sitecore Site
Personalization of Content on Sitecore Site
Based on Behavior in
Mobile App
58

59. Q & A
59