Winning the moments that matter

Personalized moments

5. September 2016

Rasmus LynggaardSenior UX & Business Development Consultant

Born digital in the business since 2000

twitter.com/rlynggaard linkedin.com/rlynggaard

Microsoft Certified Profesional (2001)

Scrum Master (2008)

Umbraco Certified (2008)

Sitecore Certified (2010)

KRAFTVAERK

Established January 2004

Offices in Copenhagen, Aarhus, Helsinki, St. Petersburg

90+ employees

12 financial statements given with a positive bottom line

It must be easy to become a client

- And it must be easy to be a client

EPISERVERUMBRACOSITECORE.NET

Customizing mobile and web experiences can lead to a 30% increase in conversion rates and up to 270% increase in content consumption

Source: Marketo

What is personalization

Appear relevant to every individual in your audience

Personalized content is:

Content that meets your users interests

Fits their profile

Provides your best pitch to their segment

Or is otherwise specifically relevant to them

Product specific personalization

User focused personalization

Real time personalization

The 3 Ws of personalization

Who

What

Where

The 3 Ws of personalization

Who will you personalize for?

What

Where

The 3 Ws of personalization

Who will you personalize for?

What will you personalize?

Where

The 3 Ws of personalization

Who will you personalize for?

What will you personalize?

Where will you personalize?

Example - Nordea

Example - Nordea

Example - Nordea

Example - Nordea

Example - Nordea

Create and target segments

Create and target segments

Is Client

House Owner Loan Through Nordea

Savings Account Above 500.000

Low Retirement Plan

No Shares

Example - Nordea

Lufthansa Getting there

Example - Geolocation

Moments

~40.000 moments in two months

87% on mobile device

400 moments regarding a trip to Disney World

Behavior on travel sites

Almost 50% increase in mobile searches

Decreasing time per visit

Almost 2x increase in mobile conversion rates

Identify the moments

When

Why

How

Winning the moments

Analyzing the users daily routines

Needs thourough investigation

Data crunching

Rasmus LynggaardSenior UX & Business Development Consultant

Born digital in the business since 2000

twitter.com/rlynggaard linkedin.com/rlynggaard

Microsoft Certified Profesional (2001)

Scrum Master (2008)

Umbraco Certified (2008)

Sitecore Certified (2010)

Slide Number 1Personalized momentsRasmus LynggaardSenior UX & Business Development ConsultantKRAFTVAERKSlide Number 5Customizing mobile and web experiences can lead to a 30% increase in conversion rates and up to 270% increase in content consumptionSource: MarketoWhat is personalizationProduct specific personalizationUser focused personalizationReal time personalizationSlide Number 11The 3 Ws of personalizationThe 3 Ws of personalizationThe 3 Ws of personalizationThe 3 Ws of personalizationExample - NordeaExample - NordeaExample - NordeaExample - NordeaExample - NordeaCreate and target segmentsCreate and target segmentsExample - NordeaLufthansa Getting thereExample - GeolocationMomentsBehavior on travel sitesIdentify the momentsWinning the momentsSlide Number 30Rasmus LynggaardSenior UX & Business Development Consultant