Sitecore Experience 2020

Highlights from Sitecore Experience 2020

  • Superior customer experience can provide you with a significant competitive advantage
  • Experience is the new economy … 74% of consumers prioritise experiences over products
  • The biggest challenges facing marketers are implementing personalisation and delivering experiences at scale
  • Customer Experience is driving digital transformation
  • Not putting customers at the centre of our strategies is why 59% of consumers feel companies have lost touch with the human element of CX
  • 78% of millennials would rather spend money on experiences rather than products
  • 80% of marketers will abandon their personalisation efforts by 2025 due to lack of strategy
  • Macmillan reduced the number of pages by at least 30%, had a clear content strategy that helps to retain number of users visiting the site and increased in conversion.
  • Macmillan’s personalisation tactics, including asking web visitors five essential questions that enables an automated curated, personalised experience, and using progressive disclosure after that.
  • Only 3% want total automation, 75% prefer human server over automation
  • Three E’s of customer experience - effectiveness, ease and emotion.
  • 49% of marketers don’t measure the ROI of their Content
  • Four ways to consider content effectiveness: Topic coverage & findability, Brand language & emotional apple, Reach & engagement and Business impact & efficiency
  • Create empathy, not just content. To create content that resonates and builds a connection with customers, we need to be able to manage, share and scale it effectively.
  • Meaningful experiences are both personalised and personal. Personalised in ways that show you know who I am, and individual in that you know what I care about. This makes customers feel seen, heard and listened to.
  • The brain is programmed to notice things that move - this is part of our survival instinct
  • The ‘perfect’ world of advertising is not quite up there with what consumers are looking for - our brains detect if something/someone is not genuine.
  • When brands speak ‘human’ people connect.
  • By 2022, Gartner stats your phone will know you better than your own family
  • Clear communication is a top driver of customer experience
  • Sitecore Automated Personalisation is coming
  • Sitecore for SaaS underway