1. AreYou Ready For 2020? Ties Arts, Managing Director Sitecore Benelux 27-3-2014 Empowering brands to build the effective, meaningful relationships that serve customers for life.

2. 2 3. 3 Digital Marketing 2020 Extreme Customer Centricity Selling Without Selling Technology as Facilitator Steven van Belleghem Purposeful Positioning Total Experience Big Insights Effective Brands 4. 4 Today Customer Experience Maturity Model Sitecore (CXM) & Microsoft (CRM) 5. 5 The Path to Customer for Life 6. 6 The RealityToday 7. 7 The Journey Matters not theTouch points 8. 8 How to start organizing for 2020? 72%Source: The Realities of Online Personalization, eConsultancy April 2013 9. 9 Customer Experience Maturity Assessment 10. 10 Most Organizations Proven Business Case Disruptive 11. 11 12. 12 Our research confirms: Companies who can do personalized interaction with their customers during the customer lifecycle have: 5,2x higher retention 100% increase of net promotors Significant increase in conversions Revenue growth of 9,5% (vs average 3,4%) 13. Conclusions Recommendations Align Objectives Focus on proving the short term Business Case Plan for the long term (Make sure that initiatives are connected!) ROI of experience driven companies 85,4% in Attract phase Benelux > average Financials, Associations, & online companies > average Top Management < 50% involved 14. 14 How can Sitecore support? Market leader in customer experience management Maturity Assessment Customer Experience Platform (100% .NET based) Global Partner Microsoft (ISV of theYear 2013) Integration Dynamics CRM (and entire Microsoft Platform) Solution Partners forYou 15. 15 Partnership 16. 16 How? 1 2 Sitecore Dynamics CRM implementation 3 17. 17 Reality? Conclusion Sitecore supports you to 2020 Together with Microsoft | CRM + CXM = 2020 ready! Do the Digital Maturity Assessment now at our Booth Win Extensive workshop for 3 days Ties Arts tar@sitecore.net