adep web experience management
DESCRIPTION
Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.TRANSCRIPT
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Welcome Adobe & Customer Experience Management Introducing the Adobe Digital Enterprise Platform Customer Experience Solutions – Part 1 - CC Customer Experience Solutions – Part 2 - WEM Partnering with Adobe 13:00 Closing comments
Agenda
Winning with Web Experience Management from AdobeDieter Hovorka | Solution Consulting EMEA
The Digital Race for Customers
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Adobe’s Customer Experience Solutions
Adobe Digital Enterprise Platform
Adobe Customer Experience Solutions
Web Experience
Management
Social Brand Engagement
Selection & Enrollment
Unified Workspace
Customer Communicati
ons
Integrated Content Review
BUSINESS
IT
Learn Validate Decide Use Commit
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Changing the world through digital experiences
WEM helps solve Key Industry ChallengesHealthcare Retail Public Sector /
EducationRetail Banking Media and
Entertainment
Multichannel Marketing
Customer Self Service
Web Compliance
Community Development
Website Optimization
Community Development
Campaign Management
Brand/ Marketing Control
Web Context and Personalization
Multi-Channel Citizen Outreach
Consistent University Sites
Customers are spending more time and money across digital channels
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ENTERPRISE/BRAND ONE CONTEXT
mobile
social
web
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OPPORTUNITY•According to Forrester’s US Online Retail Forecast, by 2014, “more than half of total retail sales will be influenced by the web.”
•During the economic downturn, while retail sales going down, ecommerce grew
• The average young American now spends practically every waking minute — except for the time in school — using a smart phone, computer, television or other electronic device, according to a new study from the Kaiser Family Foundation.
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Enterprises need to react faster to protect and elevate brand
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Information and opinions about your brand and enterprise travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0good news travels fast, bad news travels instantly.
BAD REVIEW!
BAD REVIEW!BAD REVIEW!
BAD REVIEW!
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Enterprises need to react faster to protect and elevate brand
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Information and opinions about your brand and enterprise travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0good news travels fast, bad news travels instantly.
GOOD COMMENT
GOOD COMMENT
GOOD COMMENT
GOOD COMMENT
Enterprises need to react faster to protect and elevate brand
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Information and opinions about your brand and enterprise travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0good news travels fast, bad news travels instantly.
:) :):) :):):) :) :)
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65% POSITIV
E35%
NEGATIVE
The web channel will become the mobile channel
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Mobile UsersDesktop Users
2011
Mobile by 2013 will surpass desktop
Mobile is critical to every enterprise's web presence. According to Mary Meeker of Morgan Stanley, the number of mobile users will be greater than desktop internet users by 2013.
Mobile first, multi-channel next.
The web channel will become the mobile channel
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2012
Mobile by 2013 will surpass desktop
Mobile is critical to every enterprise's web presence. According to Mary Meeker of Morgan Stanley, the number of mobile users will be greater than desktop internet users by 2013.
Mobile first, multi-channel next.
Mobile UsersDesktop Users
2013: The web channel will become the mobile channel
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2013
Mobile by 2013 will surpass desktop
Mobile is critical to every enterprise's web presence. According to Mary Meeker of Morgan Stanley, the number of mobile users will be greater than desktop internet users by 2013.
Mobile first, multi-channel next.
Mobile UsersDesktop Users
Enterprises are in a digital race to attract and engage customers
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5 Critical Elementsneeded to win
Social CollaborationBuild local communities
Online AnalyticsOptimize engagement,user monetization
Multi-siteGovernanceOne global brand, local relevance
Targeted CampaignsProactive, not passivedigital present
Mobile andMultichannel2013 mobile > desktop Will you miss ½ the market?
Web ContentManagement
Meeting bothBusiness and
Marketing Needs
Web ExperienceManagement
5 critical ways Adobe WEM positions you dominate the digital domain
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Social CollaborationSupport for corporate blogging and forumsacross muliti
Online AnalyticsReal-time targeting, deepintegration with AdobeOnline Marketing Suite
Multi-siteGovernanceMultisite Manageand support
Targeted CampaignsMarketing CampaignManagement enables push
Mobile andMultichannelA single authoring environment and platformspans channel. Device emulation and detection
Adobe Web
ExperienceManagement
Built on the Adobe Digital Enterprise Platform
Productivity
User acquisition & retention
Market share
Revenue growth
BUSINESS ITDEVELOPERS
Reduced cost
Faster development
Freedom to innovate
Reduced QA
Reduce cost
Improve uptime
Improve scale
Web Experience Management deliver concrete enterprise value
5 critical ways Adobe WEM positions you dominate the digital domain
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Social Collaboration
Online Analytics
Multi-siteGovernance
Targeted Campaigns
Mobile andMultichannel
Adobe Web
ExperienceManagement
Delivered on topof a unified Adobe CEM platform
Global Brands driving Customer Experience with WEM
Media&
Entertainment
Public Sector& Education
Life Sciences
ConsumerGoods
Automotive
Financial Services
Metra Rail’s Website Goes Multichannel
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Static web presence Slow communications with
customers and poor customer web satisfaction
Weak web traffic and online engagement
Challenges
Why Adobe
Solution Results MyMetra: Targeted
advertising, mobile promotions, location based ads
MyMetra Business: partners to access, download and monitor RFP opportunities.
Improved web channel satisfaction (200% increase in online ticketing)
Improved speed to market (90 days to launch new site)
Increased web activity (40,000 unique visitors per day)
Ease of Use (authors), international support, workflow, open content access.
Targeted Online Experiences – In the Cloud
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445 hotels and resorts in 45 countries, 600 sites, 10 languages
Poor web update process with bottlenecks for local team updates
Poor authoring workflows leading to delays in new content /updates
Challenges
Why Adobe
Solution Results New configurable
workflow with flexible content and translation support for remote international sites
Looking to integrate with ATG for dynamic content
Rolled out new marketing microsites and a new brand site
Open content access and support
Ease of Use (authors), international support, workflow, open content access.
Mission Impossible
Skype’s Challenges Dramatically Increase Revenues Don‘t Impacting Skype’s Core Value
Proposition: „It‘s Free!“Solution
Workflow to add friction to registration process
MSM for Localization i.e. local pricing Targeting & Segmentation CQ5 & Translations.com CQ5 & Workflow to achieve local
autonomyResult
Contract to go-live in 8 weeks 24% improvement in registrations
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Aristoteles Onassis said once: „don’t run after money, you need to go
towards the money.“
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How to win big with WEMObjective: Select 1 of your top suspects and plan the engagement strategy
CMO/ Marketin
gLOBs
Head of Digital Strategy
(or Digital Marketing)
Identify Target Executive Sponsor
Title: _______________Name: ______________
CIO/IT
Director of IT ________________Solution Architect ____________Primary
Entry Point & Path
Key Partner(s)
InteractiveAgency ________________SI _______________
Alternative Entry PointEngage with IT on:•WCM RFPs•Content Repository trial downloads
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