how reimagining customer journeys can build brand advocacy and customer loyalty

In this webinar, you’ll learn:

• Why the customer and their journey should be at the centre of your digital strategy

• The importance of extensive situational analysis in order to gain a 360 degree understanding of your customers’ world

• The key to maximising results with your Sitecore implementation

• Why go-live is just the beginning and continuous optimisation and improvement is paramount to success

• Why measurement should be at the centre of your thinking, from beginning to end, to ensure you are able to hit KPIs

Where we were

What we did

Mapping a 360 view of Together’s customers

Identify audiences

Refine and prioritise

Flesh out Map journeys

What did we do?

Colin, 57Engineer,

Semi-retired

/Retired

Hobbyists

Andy, 41Full time

property

professional,

Landlord

(but will flop)

Professionals

Mr Iqbal, 28Doctor

Researchers

Sally Smith, 42Hairdresser,

Self employed

First timers

Situational Research

Delivering business efficiency by putting the customer at the centre of your digital strategy

Mapped processes Walked through and got feedback from every team

Met with the IT team

Overlaid info onto customer journey

What did we do?

Shadowed internal teams

Mapped processes Walked through and got feedback from every team

Met with the IT team

Overlaid info onto customer journey

What did we do?

Shadowed internal teams

What we discovered

Benefits realised in

Sitecore Experience

Platform

Importance of a digital roadmapand continuous improvement

A clearly articulated

vision

A set of initiatives that will help you

achieve that vision

An ordering of initiatives over a

period of time

Step 1

Context

Operationalimpact

Customerexperience

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Step 2

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Step 3

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Step 4

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Step 5

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Momentum is key

Results

Sessions

on 2016

80%

Mobile traffic

on 2016

40% 80%

Organic traffic

on 2016

Results

Results The latest figures:

Sessions up YOY

133% 80%

Organic traffic YOY

What’s next?

The only thing constant is change- Heraclitus

Review, measure and

plan

Design

Go live

Build

Discover

Define

Q&A

How to prove early ROI on your customer experience platform

Thursday 18th May 20176:30pm-9:30pm Vanilla London

mando.agency/events/sitecore-roi/

You will learn:

• How to get boardroom buy-in to metrics such as cost savings and efficiencies

• How to prove the value of digital through continuous optimisation and improvement

• Why measurement should be at the centre of your thinking to ensure you are able to hit KPIs

• Why extensive situational analysis is needed to gain an understanding of your customers’ world and drive early ROI