Designing & Orchestrating the Customer Experience

Designing & Orchestrating the ExperienceSitecore in data-rich environments

Jeroen den UijlDigital Strategist+31 6 50 45 97 26Jeroen.den.uijl@avanade.com

©2016 Avanade Inc. All Rights Reserved.

INTRODUCTION

©2016 Avanade Inc. All Rights Reserved.

FACTS & FIGURES

2000 28000 80 350Joined venture of

Accenture &

Microsoft

Employees

worldwideLocations in 23

countries

Employees in The

Netherlands

©2016 Avanade Inc. All Rights Reserved.

OUR SERVICES

CloudDigital Business

Applications

• Digital Marketing

• Digital Marketing Analytics

• Digital Sales and Service

• Digitizing the Employee

Experience

• Digital Operations (IoT)

• Digital Enterprise Analytics

• Digital Strategy

• Customer Analytics and

Insight

• Cloud Transformation

• Unified

Communications and

Collaboration

• Cloud Advisory

• Connected Retail

• ERP for Financials and

Procurement

• ERP for Distribution

• ERP for Manufacturing

• ERP for Services Industries

• ERP for Energy and Utilities

• Custom Application Development

• Application Managed Services

• Application Modernization & Migration

• Application Optimization

• Collaboration Application Development

• Collaboration Application Modernization

& Migration

• Collaboration Managed Services

• Collaboration Technology Optimization

• Infrastructure Managed Services

• Infrastructure Modernization & Migration

• Infrastructure Optimization

Technology

Services

We’re proud to be Sitecore’s

only Global Platinum Partner

6Sitecore Global Delivery Centres

in 5 time zones

Microsoft’s Largest Azure Partner

Most Sitecore Implementations on

Microsoft Azure

14Sitecore Awards

Sitecore customers,

with projects delivered in

22 countries

125+

1,500

Sitecore’s only global

platinum partner

1000+Sitecore

consultants

3 Sitecore trainers on staff

Sitecore Certified devs,

14 Sitecore MVPs

Business

TransformationDigital

InnovatorBest UX

Best Azure

Site

People’s

Choice

2-time NA

Overall

Winner

Asia

Overall

Winner

Australia

Overall

Winner

Medical &

Healthcare

Manufacturing

Automotive &

Technology

Media &

Advertising

Entertainment,

Sports & Leisure

©2016 Avanade Inc. All Rights Reserved.

VISION

©2016 Avanade Inc. All Rights Reserved.

DESIGN THE EXPERIENCE

ORCHESTRATE THE EXPERIENCE

©2016 Avanade Inc. All Rights Reserved.

“The failure of a single interaction

threatens a customers entire

perception of a brand”

Scott Liewehr

©2016 Avanade Inc. All Rights Reserved.

“It’s no longer about how brands

look but about how they behave”

Jon Bains

Design

Insight

Technology

©2016 Avanade Inc. All Rights Reserved.

CASES

ELECTRONICS

RETAILER

Innovation on a X-Large scale

Greenfield Project

AX (ERP) / Microsoft CRM / Sitecore

Focus on customer experience

Best practise approach

New store / physical store in team

SITE

Personalisation

Dynamic content

New / loyal customer

Store proximity

Automatic flows (abandoned cart)

STORE

Digital meets Physical

Instore connectivity / Endless Aisle

Responsive wall / Interactive screens

Interactive end cab / Social wall

Book time instore

Digital service center instore

Mobile app

EMPLOYEE

Empowering store employees

Customer data

Payment

Digital service center instore

Heat mapping

Predictive analytics

LEARNINGS

Learn as we grow

Push innovation

Start engagement analytics from day 1

Train Sitecore capabilities

https://youtu.be/Us-hIoFwpos

©2016 Avanade Inc. All Rights Reserved.

FORMULA 1

FACTS & FIGURES

21 races

5 continents

9 months

Broadcast in 200 territories

Cumulative audience of 1.5 billion

400 million unique viewers

©2016 Avanade Inc. All Rights Reserved.

WILLIAMSFANS & DIGITAL

Social Media

4.7 million combined social

media followers

Facebook

745,000 team page likes

Highest level of engagement per

page like among F1 teams

Twitter

546,000 team followers

Instagram

269,000 team followers

YouTube

2.8 million views of unique

Williams content

©2016 Avanade Inc. All Rights Reserved.

DIGITAL

TRANSFORMATIONROLE OF AVANADE

Key Objective

To digitally transform how Williams

Martini Racing works on and off the

track, and showcase how Avanade

helps its clients get ahead of the

competition.

Data / Third party data

Analytics

Technology integration: Project integration across all

Williams divisions for example: AERODYNAMICS, DESIGN

AND MANUFACTURING RACING

Cloud: Azure

Sitecore CMS

WILLIAMS

RESULTS

300 windtunnel hours saved

5 weeks to deliver new website on

Sitecore in Azure

28 digital projects in the 3 year

pipeline

https://youtu.be/bqeDMdK9I8Y

CRICKET AUSTRALIA

OBJECTIVES

Deliver a world class fan experience

Transform fan engagement

Content management

Marketing analytics

Social media

User engagement / personalisation

eCommerce

Mobile / tablet

CRICKET AUSTRALIA

SOLUTION

Leveraging existing assets

Creating new assets for new channels

Sitecore XD for personalisation

Microsoft CRM – single view of fan

Accenture Video Solution

CRICKET AUSTRALIA

RESULTS

Innovative expertiences

Notification / Match Center ‘Boss

Mode’

New devices / channels

COOP

FACTS & FIGURES

Largest supermarket chain in Italy

1,467 stores

55,000 employees

Revenue 13.1 Billion

https://youtu.be/y-uPMVHDjfk

EXPO MILANO

PLATFORM FOR INNOVATION

Feeding the planet, energy for life

20 – 24 million visitors

140 landen

Where innovation and tradition meet

The supermarkt of the future

The art of the possible

NEW EXPERIENCE

IMMERSIVE & EFFECTIVE

Unique – natural interface

Modular – different scenarios / different size

& types of organizations

Replicable – different retail formats

TOUCH POINTS

INTERACTIVE TABLES

Natural user interface

Kinect sensors detect interaction

Detailed product information

Story telling

TOUCH POINTS

VERTICAL SHELVES

Touch based

Detailed product information

Story telling

TOUCH POINTS

SECOND SCREEN

Tablets

Augmented on the overhead screens

Detailed product information

Customer interaction

Central managed media

Personalised media

TOUCH POINTS

MOBILE APP

Proximity marketing technology

Display customized assortment

In-store navigation

Personalized product suggestions

Social media – community feel

TOUCH POINTS

REALTIME DATA VISUALIZATION

Data collection of visitors, sales and

internaction

Realtime infographic engine

Rendering of product journey

Realtime statistics & inforgraphics of data

collected within the store

Predictive analytics

©2016 Avanade Inc. All Rights Reserved.©2016 Avanade Inc. All Rights Reserved.38

©2016 Avanade Inc. All Rights Reserved.

CONCLUSION

CONCLUSION

WHAT HAVE WE LEARNED

Push innovation

Start engagement analytics from day 1

Train Sitecore capabilities

Leveraging existing data / content

The art of the possible

©2016 Avanade Inc. All Rights Reserved.©2016 Avanade Inc. All Rights Reserved.

ContactJeroen den Uijl

M: +31 6 50 45 97 26

E: Jeroen.den.uijl@avanade.com