EPiServer presentation - SSCafé October 20th
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Transcript of EPiServer presentation - SSCafé October 20th
![Page 1: EPiServer presentation - SSCafé October 20th](https://reader031.fdocuments.net/reader031/viewer/2022021921/58ec9b311a28abfb748b4609/html5/thumbnails/1.jpg)
How to grow customer success in
an Omni-Channel world
20 October 2015
Wim Van Horen
Sales
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Omnichannel is the new black
“Omnichannel is a multichannel approach to sales that seeks to provide the customer with a seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store.”
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THE LEGACY
3
SINGLE-CHANNEL
Customers experience a single type of touch-point
Retailers have a single type of touch-point
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THE REALITY
4
MULTI-CHANNEL
Customer sees multiple touch-points acting independently
Retailers’ channel knowledge and operations exist in technical and functional silos
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THE ASPIRATION
5
CROSS-CHANNEL
Customer sees multiple touch-points acting independently
Retailers’ channel knowledge and operations exist in technical and functional silos
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THE NIRVANA
6
OMNI-CHANNEL
Customers experience a brand not a channel within a brand
Retailers leverage their ‘single view of the customer’ in coordinated and strategic ways
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7
REACHING THE NIRVANA IS A LONG (CUSTOMER) JOURNEY
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Peter Sheldon (Q1 ‘14, Forrester)
OMNI-CHANNEL INTEGRATION A TOP MANDATE
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9
Delivering the right experience to all channels
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Research Consideration Purchase Advocate
USER JOURNEY PHASES
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Standalone
CXM
Captive Connected Integrated
Independent
Implementations
Com
merceCXM
Com
merce
Built onto
Existing Application
CXMCom
merce
Data Exchange
Between Systems
Fully Integrated
With Platform
CXM
&
Com
merce
Content & Commerce Integration Approaches
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A solid e-commerce platformthat rocks
12
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Benelux biggest instruments retailer
but not yet ONLINE
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Withall the cool stuff
but not IN ONE PLACE
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Having multiple brands thatshould
offer just one EXPERIENCE
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Anda lot of grumpyrockers when
CUSTOMER SERVICE fails
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Which actually looks more like
THIS
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Shoppable
Content
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Buy in a retail store andreceive
an E-MAIL minutes after
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Or check out where youcantry
what you see ONLINE
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Tocreate onebrand oneexperience
for the MUSIC LOVER
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Omni-Channel at Copenhagen Airport
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The User Journey
23
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WiFi
Using the airports free WiFi-service tells the system, that
the user is present in the airport – and can be targeted
with personalized messages via mail, push notifications
etc.
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APP
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The system infrastructure is prepared to use iBeacons allowing:
iBeacon
• Localized commercial push messages
• Wayfinding and announcements
• etc.
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POINT OF SALE
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INSTORE SCREENS
WITH CONTENT FROM
EPISERVER
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Why EPiServer 29
Our Vision Where ThreeWorlds Converge
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Want to reach
Omni-Channel
Nirvana?
episerver.com/multichannel2015