Designing & Orchestrating the Customer Experience
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The document discusses Avanade's expertise as a global platinum partner of Sitecore, outlining their services in digital business applications, cloud transformation, and technology services. It highlights successful digital transformation projects for clients such as Formula 1 and Cricket Australia, showcasing how these initiatives improved customer engagement and operational efficiency. Key conclusions emphasize the importance of innovation, leveraging existing data, and training in Sitecore capabilities to enhance customer experiences.
Designing & Orchestrating the Customer Experience
- 1. Designing & Orchestrating the Experience Sitecore in data-rich environments Jeroen den Uijl Digital Strategist +31 6 50 45 97 26 Jeroen.den.uijl@avanade.com
- 2. ©2016 Avanade Inc. All Rights Reserved. INTRODUCTION
- 3. ©2016 Avanade Inc. All Rights Reserved. FACTS & FIGURES 2000 28000 80 350 Joined venture of Accenture & Microsoft Employees worldwide Locations in 23 countries Employees in The Netherlands
- 4. ©2016 Avanade Inc. All Rights Reserved. OUR SERVICES CloudDigital Business Applications • Digital Marketing • Digital Marketing Analytics • Digital Sales and Service • Digitizing the Employee Experience • Digital Operations (IoT) • Digital Enterprise Analytics • Digital Strategy • Customer Analytics and Insight • Cloud Transformation • Unified Communications and Collaboration • Cloud Advisory • Connected Retail • ERP for Financials and Procurement • ERP for Distribution • ERP for Manufacturing • ERP for Services Industries • ERP for Energy and Utilities • Custom Application Development • Application Managed Services • Application Modernization & Migration • Application Optimization • Collaboration Application Development • Collaboration Application Modernization & Migration • Collaboration Managed Services • Collaboration Technology Optimization • Infrastructure Managed Services • Infrastructure Modernization & Migration • Infrastructure Optimization Technology Services
- 6. We’re proud to be Sitecore’s only Global Platinum Partner 6 Sitecore Global Delivery Centres in 5 time zones Microsoft’s Largest Azure Partner Most Sitecore Implementations on Microsoft Azure 14 Sitecore Awards Sitecore customers, with projects delivered in 22 countries 125+ 1,500 Sitecore’s only global platinum partner 1000+Sitecore consultants 3 Sitecore trainers on staff Sitecore Certified devs, 14 Sitecore MVPs Business Transformation Digital Innovator Best UX Best Azure Site People’s Choice 2-time NA Overall Winner Asia Overall Winner Australia Overall Winner Medical & Healthcare Manufacturing Automotive & Technology Media & Advertising Entertainment, Sports & Leisure
- 7. ©2016 Avanade Inc. All Rights Reserved. VISION
- 8. ©2016 Avanade Inc. All Rights Reserved.
- 11. ©2016 Avanade Inc. All Rights Reserved. “The failure of a single interaction threatens a customers entire perception of a brand” Scott Liewehr
- 12. ©2016 Avanade Inc. All Rights Reserved. “It’s no longer about how brands look but about how they behave” Jon Bains
- 14. ©2016 Avanade Inc. All Rights Reserved. CASES
- 15. ELECTRONICS RETAILER Innovation on a X-Large scale Greenfield Project AX (ERP) / Microsoft CRM / Sitecore Focus on customer experience Best practise approach New store / physical store in team
- 16. SITE Personalisation Dynamic content New / loyal customer Store proximity Automatic flows (abandoned cart)
- 17. STORE Digital meets Physical Instore connectivity / Endless Aisle Responsive wall / Interactive screens Interactive end cab / Social wall Book time instore Digital service center instore Mobile app
- 18. EMPLOYEE Empowering store employees Customer data Payment Digital service center instore Heat mapping Predictive analytics
- 19. LEARNINGS Learn as we grow Push innovation Start engagement analytics from day 1 Train Sitecore capabilities
- 21. ©2016 Avanade Inc. All Rights Reserved. FORMULA 1 FACTS & FIGURES 21 races 5 continents 9 months Broadcast in 200 territories Cumulative audience of 1.5 billion 400 million unique viewers
- 22. ©2016 Avanade Inc. All Rights Reserved. WILLIAMS FANS & DIGITAL Social Media 4.7 million combined social media followers Facebook 745,000 team page likes Highest level of engagement per page like among F1 teams Twitter 546,000 team followers Instagram 269,000 team followers YouTube 2.8 million views of unique Williams content
- 23. ©2016 Avanade Inc. All Rights Reserved. DIGITAL TRANSFORMATION ROLE OF AVANADE Key Objective To digitally transform how Williams Martini Racing works on and off the track, and showcase how Avanade helps its clients get ahead of the competition. Data / Third party data Analytics Technology integration: Project integration across all Williams divisions for example: AERODYNAMICS, DESIGN AND MANUFACTURING RACING Cloud: Azure Sitecore CMS
- 24. WILLIAMS RESULTS 300 windtunnel hours saved 5 weeks to deliver new website on Sitecore in Azure 28 digital projects in the 3 year pipeline
- 26. CRICKET AUSTRALIA OBJECTIVES Deliver a world class fan experience Transform fan engagement Content management Marketing analytics Social media User engagement / personalisation eCommerce Mobile / tablet
- 27. CRICKET AUSTRALIA SOLUTION Leveraging existing assets Creating new assets for new channels Sitecore XD for personalisation Microsoft CRM – single view of fan Accenture Video Solution
- 28. CRICKET AUSTRALIA RESULTS Innovative expertiences Notification / Match Center ‘Boss Mode’ New devices / channels
- 29. COOP FACTS & FIGURES Largest supermarket chain in Italy 1,467 stores 55,000 employees Revenue 13.1 Billion https://youtu.be/y-uPMVHDjfk
- 30. EXPO MILANO PLATFORM FOR INNOVATION Feeding the planet, energy for life 20 – 24 million visitors 140 landen Where innovation and tradition meet The supermarkt of the future The art of the possible
- 31. NEW EXPERIENCE IMMERSIVE & EFFECTIVE Unique – natural interface Modular – different scenarios / different size & types of organizations Replicable – different retail formats
- 32. TOUCH POINTS INTERACTIVE TABLES Natural user interface Kinect sensors detect interaction Detailed product information Story telling
- 33. TOUCH POINTS VERTICAL SHELVES Touch based Detailed product information Story telling
- 34. TOUCH POINTS SECOND SCREEN Tablets Augmented on the overhead screens Detailed product information Customer interaction Central managed media Personalised media
- 35. TOUCH POINTS MOBILE APP Proximity marketing technology Display customized assortment In-store navigation Personalized product suggestions Social media – community feel
- 36. TOUCH POINTS REALTIME DATA VISUALIZATION Data collection of visitors, sales and internaction Realtime infographic engine Rendering of product journey Realtime statistics & inforgraphics of data collected within the store Predictive analytics
- 37. ©2016 Avanade Inc. All Rights Reserved.©2016 Avanade Inc. All Rights Reserved. 38
- 38. ©2016 Avanade Inc. All Rights Reserved. CONCLUSION
- 39. CONCLUSION WHAT HAVE WE LEARNED Push innovation Start engagement analytics from day 1 Train Sitecore capabilities Leveraging existing data / content The art of the possible
- 40. ©2016 Avanade Inc. All Rights Reserved.©2016 Avanade Inc. All Rights Reserved. Contact Jeroen den Uijl M: +31 6 50 45 97 26 E: Jeroen.den.uijl@avanade.com