SHIFT_FORWARD!

BHUPESH LALLSr. Director, Demand Generation

APAC and Japan

Smart & SustainableShanghai Tower

Amazing prosthetics

Commercials don’t use real cars

3D printing in space

SHIFT_

SHIFT_HAPPENS!

AU TO D E S K ® S U B S C R I P T I O N

SHIFT_BECOMING ACUSTOMERCOMPANY

OUR SUCCESS IS

PREDICATED ON

THEIR SUCCESS

WE MUST NOT ONLY DELIVER EXCEPTIONAL PRODUCTS…WE MUST ALSO DELIVER AN EXCEPTIONAL CUSTOMER EXPERIENCE

EACH OF US MUST TAKE RESPONSIBILITY TO UNDERSTAND THEIR NEEDS, EXPECTATIONS ANDEXPERIENCES

NEEDS EXPECTATIONS EXPERIENCES

NEEDS EXPECTATIONS EXPERIENCES

CUSTOMER NEEDS ARE EVOLVING

65% 80% 75%

Will switch brands if vendors don’t treat them uniquely

Expect companies to respond to them in real time

Expect companies to anticipate their needs by 2020

75%65% 80%

Will switch brands if vendors don’t treat them uniquely

Expect companies to respond to them in real time

Expect companies to anticipate their needs by 2020

CUSTOMER NEEDS ARE EVOLVING

KIRSTY HOGG—

BIM Manager

I have to collaborate with other

engineers, architects, interior

designers, etc.

Stadium in Qatar

The solution needs to:

• Give us a single source of truth

• Respond to design changes

in real time

Identified Customers with Design Solutions

USING DATA TO IDENTIFY CUSTOMER NEEDS

Identified Customers with Design Solutions

Targeted with persona specific content on benefits of Collaboration

USING DATA TO IDENTIFY CUSTOMER NEEDS

Additional physical mailers communicating benefits

Identified Customers with Design Solutions

Targeted with persona specific content on benefits of Collaboration

USING DATA TO IDENTIFY CUSTOMER NEEDS

Identified Revit/AEC Collections users w/o BIM 360

Targeted with persona specific content on benefits of BIM 360

Additional physical mailers communicating benefits

24%Revenue increase vs non-targetaccounts

$4.7Min ARRfor Design Collaboration Solutions

Incremental

Retention

USING DATA TO IDENTIFY CUSTOMER NEEDS

• Digital content to drive engagement

• Monitor customer behavior

• Change content based on behavior

• Insert humans when EWS indicates drop

MONITORING BEHAVIOUR TO DEFINE NEEDS

NEEDS EXPECTATIONS EXPERIENCES

75%65% 80%

Will switch brands if vendors don’t treat them uniquely

Expect companies to respond to them in real time

Expect companies to anticipate their needs by 2020

CUSTOMER EXPECTATIONS ARE EVOLVING

PERSONALIZATION

Customer engages with SEM or Display ad

Directed to a skinned “.com” page

PERSONALISED ENGAGEMENT FOR PROSPECTS

Company name personalization

Industry segmentimage personalization

PERSONALISED EXPERIENCES FOR CUSTOMERS

Jessica GrantACAD, LT NAMER

Ashley MillerAEC NAMER(Revit, C3D)

Ari CastilloACAD, LT Mexico

Emma HughesD&M NAMER

(Inv, ACM)

Chloe JonesAutoCAD, LT, Revit

UK

Mary FitzpatrickBIM 360 NAMER

DRIVING PERSONALISED EXPERIENCES WITH AI

Engages with product trial from landing page/product center

Trialers that don’t meet threshold are routed into email conversations with AI-driven Virtual Sales Assistants

Retargeted with relevant content

Guided to a person when meets threshold

DRIVING PERSONALISED EXPERIENCES WITH AI

Driving Personalized Experiences with AI—

Engages with product trial from landing page/product center

Trialers that don’t meet threshold are routed into email conversations with AI-driven Virtual Sales Assistants

Retargeted with relevant content

Guided to a person when meets threshold

Leads nurtured with personalized content

through AI convert at

double the rateof other qualified leads

NEEDS EXPECTATIONS EXPERIENCES

126KNew marketableContacts added

33%Growth inTarget accounts

ACCOUNT BASED SALES & MARKETING (ABSM)

Existing Enterprise Agreement

Innovation Forum Relationship Mapping

Opportunity Mapping

DRIVING GROWTH THROUGH CURATED EXPERIENCES

Pier 9

SF Gallery

Birmingham AMF

In-person events for local contacts

Webinars for remote stakeholders

$430K additional revenue

NEEDS EXPECTATIONS EXPERIENCES

SHIFT_FORWARD!

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