Post on 16-Aug-2015
1Confidential © Copyright 2015 Avanade Inc. All Rights Reserved.
Confidential © Copyright 2015 Avanade Inc. All Rights Reserved.
Connected Customer
Jamie Hunt | VP, Experience & DesignOltiva Motors
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Data Store• Historical reporting• Compliance and history• Data aggregation with data
brokers
Machine Learning• Recommendation engine
• Trend analysis
• Predictive analytics
Attributes serving User Interface• Highly valued customer score• Social aggregator identification
Sitecore
Experience Marketing• Targeted content -
personalization• A/B and multivariate testing• Real-time optimization• Experience Automation• Social Engagements
Content Management• Unparalleled authoring and
publishing experience for marketers• Shape every experience• Single content repository• Multi channel delivery
Experience Database• Customer lifetime brand
engagement and behavior history• Collect insights across channels• Pattern match algorithms and
Analytics
Digital Strategy:• Define User and
Business Objectives• Research• Digital Roadmap and Vision
User Experience:• People-Centric Design • Task Centric Approach• Usability Testing
Digital Marketing• Customer Experiences• Campaign
Management• Site/Content
Management and Optimization
Business Operations:• Define Data-driven
Decisions• Process Automation• Training• Measurement &
Optimization
eCommerce• Product Catalog• Shopping Cart• Inventory control & management
Dynamics CRM• Customer
Master Profile• Customer
Preferences• Social Profile• Workflow• Web Services
for Custom UIs
Dynamics Marketing• Campaign Planning• Campaign
Execution• Campaign
Automation
Uniform layer supporting eCommerce integration. Dynamics AX and Sitecore Commerce Server currently supported, but extensible for any eCommerce engine integration.
• Fulfillment• Integration with CRM for customer purchase history
Sitecore CommerceConnectDynamics CRM
Strategy & Experience Design
Dynamics AX
Data & Analytics
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Introducing Oltiva Motors
• Major North American motorcycle manufacturer
• Technology-enabled bikes allow for rider and bike data collection
GPS LINK(NFC) Near FieldCommunications
Telematics
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Variety of media channels
Digital Business
Variety of online properties
Mary is a recent grad
DEMOGRAPHIC
SingleSan FranciscoNo BART accessLow budget
NEEDS (of a former scooter owner)
Convenience for city lifePower for longer ridesLow price pointBiker club/community
Understanding the customer
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Mary visits oltivamotors.com
CRM
Sitecore
AX
Mary checks out Oltiva.com and downloads
info from the site.
She builds her own custom bike to match her style.
She even chats with an agent about bike weight.
D&A
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Oltiva makes contact
Oltiva invites Mary to see how great their bikes
really are.
The sales person gives Mary a personalized experience based
on her profile.
He captures info on the gear she demoed and adds to her profile.
SKU: 32433349M
SKU: 32036149S
SKU: 92436149S
CRM
Sitecore
AXD&A
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Mary takes her test ride
Mary hits the pavement for her test ride.
The sales person captures her riding info, and even takes
pictures of her.
As personalization grows, so too does her
brand affinity.
CRM
Sitecore
AXD&A
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14DAYS TO RECEIVE
YOUR BIKE
Buys the bike, downloads the app
Your bike will bedelivered todayat 12:00
1312111009080706050403020100
Download our app!
She’s sold. Mary buys the
bike.
She joins the online Oltiva community via their app.
The countdown to delivery is on.
CRM
Sitecore
AXD&A
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Oltiva initiates post-sales engagement
As more data about Mary is collected, the more personalized her
experience becomes.
She receives special offers on the gear she used during her
test ride.
CRM
Sitecore
AXD&A
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Mary’s bike is delivered to her door
CRM
Sitecore
AXD&A
Mary’s bike is delivered and she can’t wait to share the
news.
Oltiva invites her to join a group ride with other new
bike owners.
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Using her data to serve her better, Oltiva keeps Mary engaged
Mary moved to Seattle and receives tire
suggestions for the wetter climate.
Gets refined product/service offers better suited to her new
home.
Oltiva uses Mary’s info to target new customers,
similar to Mary.
CRM
Sitecore
AXD&A