Your website changes every day. As it continues to evolve, it can be difficult to pinpoint exactly what’s causing difficulties for your customers and preventing them from purchasing. Frustrated users may leave and never return, so being able to locate and fix issues quickly is crucial for retaining and converting customers in today’s “I want it now” environment. With new technology, marketers have the ability to manage and optimise the quality of experience delivered to their customers - in real-time. Join our webcast to learn how Pete Lloyd, Site Optimisation Manager at Deliveroo, uses customer experience analytics to locate and iron out bumps in the digital journey, increase conversions and keep customers coming back time and time again.

1. Deliveroo’s Best Practices
Managing Customers’ Digital Experiences
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2. Today’s Speakers
Brought to you by In association with
Darren Ward
Director of Product Marketing
UserReplay - darren.ward@userreplay.com
Pete Lloyd
Site Optimisation Manager
Deliveroo
James Lawson
Consultant Editor
marketingfinder
Deliveroo’s Best Practices for Managing Customers’ Digital Experiences

3. Follow the conversation on Twitter #DigitalJourney
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Deliveroo’s Best Practices for Managing Customers’ Digital Experiences

4. Best practices for
managing the
A webinar presented by
Deliveroo and UserReplay
digital customer
experience

5. What is
customer experience
Customer experience (CX) is the
sum of all experiences at various
touchpoints a customer has with a
supplier of goods and/or services,
over the duration of their relationship
with that supplier. This can include
awareness, discovery, attraction,
interaction, purchase, use, cultivation
and advocacy.
How customers
perceive their
interactions with
your company.

6. Quick Poll
Brought to you by In association with
Deliveroo’s Best Practices
Managing Customers’ Digital Experiences

7. Why is
customer experience Important?
of companies believe customer
experience is a significant
differentiator in their market right
now.
89% Why?
• Competition is upping
their game
• Disruption by new players
• Harder to achieve product
and price differentiation
“Counting the Cost of Not Knowing”– A multi-region
research study by Loudhouse, 2015
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

8. The Digital
Customer Experience
E-Mail
Social
Search
Advertising
Reviews
E-Mail
Affiliates
Fulfilment
Offline
Channels
eCommerce
Website
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

9. Acquisition Spend vs
Conversion Spend
Source: Adobe (previously Omniture)
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

10. Bad CX Erodes Revenue
You’ve Earned
$
Baseline revenue
Potential Additional
Revenue
Example Segments
Out of
stock
Payment
Issue
3rd party
integrations
Postcode
validation
Name
validation
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

11. Introduction to Deliveroo
Founded in 2013 HQ in
London
Provides
online food
delivery
60 cities
32 minute
delivery promise
service for restaurants
that would normally
have no delivery
capability
Expanded to 12 countries
and over
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

12. Building a
Digital CEM Strategy for Deliveroo
Process
PeopleTechnology
Aiming for
Continuous
Improvement
of Digital
Experience
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

13. Tools
Landscape
VOC
Business
Intelligence
CX Analytics
& Session
Replay
Web
Analytics
Application
Performance
Management
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

14. Deliveroo
Current Landscape
VOC
TBC
Business
Intelligence
CX Analytics
& Session Replay
Web
Analytics
In-House
(via Business
Intelligence)
Application
Performance
Management
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

15. Our Journey to
Digital CEM
2015 Q1 2016 Q3 2016 2017
VOC
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

16. The
Process
Analyze issues using
CX Analytics to try and
identify root cause and
commonalities
Alert &
Monitor
Visualize
Quantify
Analyze
Resolve
Alert and monitor
Constantly monitor customer
experience indicators and
alert on anomalies and
unusual variances OR
respond to specific
feedback from customers
Visualize issues via
session replay to
understand context and
actual user experience
Quantify and
Monetize how many
people are encountering
any issue and the size of
revenue improvement
opportunity. This enables
prioritization.
Resolve the issues that are having
the biggest revenue or CX impact
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

17. Discovering and Quantifying
Improvement Opportunities
Alert and Monitor
struggle behavior
Analyze to narrow down segment Visualize to analyze cause
Quantify and Monetize to
prioritize importance
Resolve using technical informationImprovement
1 2 3
6 5 4This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

18. The People
Qualities
• Inquisitive
• Analytical
• Quickly understands significant
variances and trends
• Able to work in a
cross-functional team
• Always asking “Why?”This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

19. The People
Organisation
• Analysts specialise in a site
function or product area
• Embedded in product team or
functional area
• Key stakeholder in defining site
improvement priorities
• Focused on continuous,
incremental improvement.This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

20. Example Use Case 1
Form Field Removals
• Form field removed from form
but validation left in place
• Sudden increase in form
validation errors
• CX Analytics provided visibility
into root cause
• Issue could be easily missed in
QA process
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

21. Example Use Case 2
Background Technical Issues
• Some 500 errors served in
background cause widgets etc to
break
• Use CX Analytics to discover
these “hard to find” errors
• Visibility specific cause of errors
• Quantify errors to understand
impact on business
• Reduce 500 errors to almost 0This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

22. Example Use Case 3
Acting on VOC Feedback
• VOC solutions provide useful
feedback but no context
• Integration of session replay with
VOC provides unique visibility
into customer’s actual
experience
• Implement session replay FIRST
– then follow with VOC.This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

23. Example Use Case 4
Detection and Analysis
of Fraud
• Need to identify transfers of
vouchers between accounts
• CX Analytics data used to flag
this behaviour
• Reduces revenue shrinkage due
to fraud.
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

24. Key
Takeaways
• CX is a key differentiator
• A digital CEM strategy is
essential
• CEM strategy is a mix of tools,
processes and people
• CX analytics should be an early
piece of the tools landscape
Benefits
• Revenue and Conversion
Improvement
• Improved customer loyalty
• Reduce shrinkage from
fraud
• Reduced costs of resolving
CX issuesThis presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

25. Delivers Revenue You’ve Earned
Session
Replay
Machine Learning
and Analytics
Customer
Experience
Scoring
Form
Analytics
Monetization
Analysis
Notifications and
Dashboards
Deployed as SaaS or Installed Software
This presentation is from “Deliveroo’s Best Practices for Managing Customers’ Digital Experiences”, a marketingfinder webinar.
To find out more, or for the on-demand recording, click here

26. Questions
Brought to you by In association with
Darren Ward
Director of Product Marketing
UserReplay - darren.ward@userreplay.com
Pete Lloyd
Site Optimisation Manager
Deliveroo
James Lawson
Consultant Editor
marketingfinder
Deliveroo’s Best Practices for Managing Customers’ Digital Experiences

27. 3 Reasons to Complete the Exit Survey
1. You can give us your feedback
2. You can request your free copy of ‘The Online Customer
Experience – Counting the Cost of Not Knowing’
3. You can send a recording of the webinar to colleagues
Deliveroo’s Best Practices for Managing Customers’ Digital Experiences

28. Thank You
Brought to you by In association with
Deliveroo’s Best Practices
Managing Customers’ Digital Experiences