By Chris Vezey – Digital Experience Consultant @Sitecore

1. Revolutionizing the relationship between
businesses and their customers
Gathering Customer
Insights with Sitecore

2. 2
Disconnected technology fragments customer experience
Fragmented and impersonal
approach to the customer

3. 3
Customers expect a personalized experience in real time
One powerful and connected
brand experience

4. 4
Digital Communications –The Problem
What’s the system of record for a customer’s (digital) experience?
Mobile Email
Marketing
Print
Collateral
Campaign
Management
CRMOptimization
(A/B and
MV Testing)
AnalyticsCommunityPersonalizationWCM

5. 5
The SitecoreValue
Revolutionizing the Relationship between Businesses and their Customers
Sitecore XP connects
intelligence, content and automation
so you can precisely engage with
individuals in context
Contextual
Intelligence
Content
Management
Omni-channel
Automation
appsprint
email
commerce
social
federated
Web
mobile

6. Channels
Your
Channels
Email Print CommerceWeb Mobile Social POS
Personalization
WXM
The backbone
of digital
experiences
Content
Management
DigitalAsset
Management
Product Information
Management
Customer Experience
Management
Open
connectors
Customer Relationship
Management
Enterprise Resource
Management
Point-of-Sale 3rd Party Data
RealTime and at Scale
Segmentation
Handling
Automation/
Nurturing
AnalyticsOptimization
Sitecore xConnect
CMO
CIO
Experience
Database
(One database)
Processing
xProfile
Automation
Progress
Testing
Outcomes
Analytics
Data
Campaign
Data
Social
Profiles
3rd Party
Data
Behavioral
Data

7. 8
• Contact record contains a complete and
comprehensive history of a visitor’s digital
interactions across all devices and channels
• The contact record may be extended with data
from external sources
• Data structures can accommodate almost any
kind of data
Experience Profile - your single view of the customer…

8. 9
Experience Profile – some other views
Activity Profiling External Data

9. 10
Value Hierarchy
Digital Goals
Digital Marketing Objectives
Marketing Objectives
Strategic Objectives
• Digital goals are aligned to business objectives
• Goals indicates a visitor’s level of intent or
commitment
• Engagement value (EV) is based on the relative
value of goals
• A visitor’s accumulated engagement value is
indicative of the level of their intent
• With broad agreement, success can be reported
using EngagementValue
What constitutes value and success in a digital experience?

10. 11
Goals and EngagementValue
Completed
application
Started
Entered a
Reviewed
Used
Clicked5 points
10 points
15 points
25 points
50 points
50 points

11. Sitecore Mobile SDK
Manage your mobile application’s content
from Sitecore
Build native iOS and Android apps inVisual
Studio usingC# in Xamarin
Leverage a “publish content once, update
often” environment that lets you update app
content without having to re-submit the app
to the online store where users download it
12

12. 13
And ready for what's next: IoT,VR, AR…

13. Revolutionizing the relationship between
businesses and their customers
Sitecore
Experience Platform