Customer Engagement Platform. Engage your audience in cross-channel conversations

Transcription

1 Customer Engagement Platform Engage your audience in cross-channel conversations

2 Customer Engagement Platform Engage Audiences Across Web, , Mobile and Social Today audiences are crossing digital channels at a rapid pace, hungry to learn, evaluate and ultimately make decisions on everything from what to buy, where to be, how to live. Marketers have been successful at showing up to the party by quickly adding channels to the marketing mix, yet challenged to leverage them. Experience is showing us that simply making offers over multiple disconnected channels sends mixed messages at best, and has the potential for alienating prospects. To succeed we need to have a conversation with our audience, showing up at the right time, continuing where the conversation left off, and offering just the right content to move the conversation forward. The Sitecore Customer Engagement Platform: * Helps organizations orchestrate a consistent conversation with their audience that builds across channels * Integrates mobile, and social into a single engagement platform * Streamlines transitions and interactions across channels, ultimately leading to conversion and better business results for your organization. The Sitecore Customer Engagement Platform provides: * A single integrated platform from which to orchestrate, monitor and measure all your customer interactions * Engagement automation to easily conduct unlimited 1:1 conversations across all online and offline channels * Powerful engagement analytics to optimize marketing spend * Built-in, pre-integrated , web and social media channels with flexibility to integrate into existing channel tools * A universal profile connector that plugs in to Sitecore engagement analytics, 3rd party customer databases and analytics providers

3 Cross-Channel Engagement Management Sitecore Customer Engagement Platform With cross-channel marketing in place, there is no need to constantly re-start the same conversation with prospects over and over again. You ll have the ability to listen to and adapt content, and deliver it in the most relevant channel for the prospect when they want to engage. Sitecore integrates channels natively into the Sitecore platform, enabling marketing to engage in a conversation with prospects as it progresses across channels. Each channel can leverage the insight from the other, supporting highly relevant conversations that progress purposefully toward conversion. * Native , web and mobile channels are built right into the Sitecore platform * Easily test and optimize messaging without any help from IT * Manage, personalize and deliver content via Sitecore s award-winning Content Management System * Create consistently branded, assetrich experiences by leveraging templates, content, images, and designs across initiatives Engagement Integrated with Your CMS The Sitecore Customer Engagement Platform integrates the Content Management System with the Digital Marketing System, creating a powerful cross-channel platform that enables customer-facing organizations in mid-tier and enterprise companies to engage in 1:1 conversations with individual customers, across digital channels, to move the conversation forward for real measurable results.

4 Engagement Analytics To support your business goals you need to know exactly what is, and isn t, working across multiple channels including website, marketing and online advertising. But it s not about quantity, it s about whether you are providing relevant content and a positive user experience: you need to measure how well you re engaging with your target audience. Sitecore helps you: * Cut through the noise to identify the measurements meaningful to your business and empower your marketing team to make informed decisions about budget spend Painless reporting on campaign results, visitor engagement and channel performance * Measure engagement and relevancy rather than being limited to over-simplistic clickstream metrics * Take a bird s eye view of campaign and channel performance and compare results with flexible timeframe reporting * Focus on quality over quantity in your interactions and conversations with prospects, customers and other members of your audience * Identify strong traffic sources and emerging channel growth The more you know about the interests and behaviors of your customers and prospects, the better site experience you can provide them each time they visit. * Use Sitecore s powerful analytics to deliver in-context, in-time information about visitors as they progress through your site Target site visitors whether they match particular personas or serve up the type of content they re looking for based on their browsing behavior * Capture rich insights into your customers and their interests with native content profiling * Quickly identify changing preferences and adjust content in real time for a personalized site experience * Verify and tune your messages for different customer groups and help them progress along highly desired site paths * Pinpoint the online experiences that produce the best results

5 Automate offers and other marketing campaigns based on customer actions to deepen engagement Sitecore Digital Marketing System Engagement Automation By understanding what your visitors want and designing engagement strategies to provide them relevant content across multiple channels, you can effectively communicate with an entire crowd and seem like you re speaking to each person individually. Interactions across channels happen in context, with the entire history of your engagement with customers influencing the current conversation and proactively moving prospects through to conversion. * Coordinate conversations across , web and mobile * Design and monitor engagement plans within simple, user-friendly drag and drop interface * Campaigns are always on, freeing marketing resources to launch new initiatives * Optimize lead nurturing efforts for a healthy sales pipeline Test & Optimize The ability to test content strategies across channels is critical to finding the right content that resonates strongest with your audience. In reality most marketers don t bother because the A/B and multivariate testing capabilities in the various channel silos are too complicated and require an analyst s support to really leverage. Sitecore has taken a different approach with a fully integrated multivariate testing capability that s built right in to Sitecore web, mobile and channels. Now you can conduct full testing and feel confident you are serving the most relevant content. * Easy testing built purely for marketers and content authors; no IT support needed * Test content, web content, or mobile content using the same interface * Run tests on single components or multiple variations, and manage all right on the page A Easily test subjects, images, messaging and landing pages, and watch conversions soar B

6 Personalization and Experience Editor Editing Interface Content authors and editors have full ability to easily create and edit the experience from text, to rich media, to social media connections right in the context of the page, and present relevant experiences in real time based on the visitor s behavior. Content management extends beyond the website. With Sitecore CMS content editors and authors from the website, and mobile channels can use Sitecore to create and manage content, all using the same interface and accessing the same assets. Editing interfaces to match any skill level Personalization From the moment a visitor begins learning about your organization, searching, or enters your site they create a digital fingerprint. With Sitecore you can harness that fingerprint to continually personalize and optimize the visitor experience in real time. Editors can also conduct full multivariate testing right on the page, creating and executing tests on virtually any aspect of content and combinations. Users can create and preview testing variations and launch tests, without any help from IT. Predictive personalization made easy with on-page tools Your Site, on the Go Device and Language Management Sitecore automatically detects which language a user is looking for as well as which device they re using, and dynamically serves up the right content. Now your site is truly accessible anytime, anywhere, by users from any corner of the world. Get more from your marketing buck and create a truly multichannel experience and expand your reach in the global marketplace.

7 E-Commerce Services Many online retailers struggle with the weak content management capabilities of most e-commerce platforms. Not with Sitecore you can extend your website with the power of the CMS foundation in addition to benefiting from standard e-commerce services such as catalog management. With its multilingual and multisite capability, online retailing becomes limitless. And for those retailers that are looking for superior content management but don t want to leave their current e-commerce provider, Sitecore is flexible enough to integrate with any e-commerce platform. Sitecore Content Management System Universal Profile Connector Customer experience doesn t just happen online; depending on your business your prospects and customers may be interacting with your offline channels also. Sitecore s Universal Profile Connector brings all the offline and online data together so that marketers can leverage data and continue to build the conversation. Your Site Becomes Your Business Hub Customer Integration Database * Integrate Sitecore with your various existing ERP, CRM and other customer databases * Use data collected in customer databases to optimize digital marketing channels * Leverage external profile information into a consistent conversation with a prospect Social * Inform your channel marketing with your audience s social network profile data * Combine activity and interaction in your own community or communicate with your audience in public social networks * Gain valuable insight from interactions to inform other conversations Offline * Track customer interactions at point of sale, stores, stadiums, offices, call centers and more * Share information and insight gleaned from offline and online to improve interactions in both worlds

8 North America Europe Middle East China Japan Africa Asia Pacific Sitecore around the World South America Australia & New Zealand Sitecore redefines how organizations engage with their customers online, powering experiences that can sense and adapt to a customer s needs to increase revenue and customer lifetime value and satisfaction. Sitecore was the first Web Content Management system (WCM) to incorporate marketing automation, intranet portal, e-commerce, Web optimization, social media and campaign management technologies into a cohesive, integrated open platform. Sitecore s software makes it easy for businesses to identify, serve, engage and convert new customers online. Sitecore s broad choice of capabilities enable marketing professionals, business stakeholders and information technology teams to rapidly implement, measure and manage a successful website and online business strategy. Its powerful development platform, integrated marketing automation tools and intuitive editing workspace enables successful websites of all types. Thousands of public and private organizations have created and now manage more than 27,000 dynamic websites with Sitecore including ATP World Tour, Austrian Airlines, Computer Associates, Ergo Insurance Group, ISS, Lloyd s of London, Microsoft, National Suisse, Nivea, Siemens and Thomas Cook. Visit for contact details Sitecore is a trademark of Sitecore Corporation. All other brand and product names are the property of their respective holders. Copyright Sitecore Corporation. All rights reserved.