Many companies claim personalization and omnichannel capabilities are top priorities. Few are able to deliver on those experiences.
For a recent Lucidworks-commissioned study, Forrester Consulting surveyed 350+ global business decision-makers to see what gets in the way of achieving these goals. They discovered that inefficient technology, lack of behavioral insights, and failure to tie initiatives to enterprise-wide goals are some of the most frequent blockers to personalization success.
Join guest speaker, Forrester VP and Principal Analyst, Brendan Witcher, and Lucidworks CEO, Will Hayes, to hear the results of the Forrester Consulting study, how to avoid “digital blindness,” and how to apply VoC data in real-time to delight customers with personalized experiences connected across every touchpoint.
In this webinar, you’ll learn:
- Why companies who utilize real-time customer signals report more effective personalization
- How to connect employees and customers in a shared experience through search and browse
- How Lucidworks clients Lenovo, Morgan Stanley and Red Hat fast-tracked improvements in conversion, engagement and customer satisfaction
Featuring
- Will Hayes, CEO, Lucidworks
- Brendan Witcher, VP, Principal Analyst, Forrester
41. 41
When it comes to
personalization
through search, there
is still a ways to go
Source: A commissioned study conducted by Forrester Consulting on behalf of
Lucidworks, October 2020
How much do you agree or disagree with the
following statements?
42%
We can accomplish personalization for
customers using only data collected from
external search.
Strongly agree
Base: 355 global business decision makers responsible for data and search
70. 70
Acting Consistently is Expensive
1:1 relationships aren’t possible !
Frustrated customers leave your site !
Employees spend too much time gathering info !
Outdated systems don’t share insights !
Big investments required for small improvements !
83. 5 Requirements for a CXC
Capturing
Signals
Applying Machine
Learning
Understanding
Intent
Real-time
Personalization
Omnichannel
Delivery
84. Employee
Experience
Connected experiences drive
key business objectives:
Revenue growth
Customer experience
Operational efficiency
Innovation
Competitive differentiation
Customer
Experience
CX and EX are Better Together
85. 85
M A R C D E S O R M E A U
S R . M A N A G E R , S I T E S E A R C H
L E N O V O . C O M
“You might think you know what customers
want, but until you actually start exposing your
customers to the experience or the product,
you don’t really understand what it is they’re
trying to accomplish.”
86. Capturing
Signals
Applying ML
Understanding
Intent
Real-time
Personalization
Omnichannel
Delivery
Started with simple search
Product results vs. keywords
Segment, store & geography info
Type-ahead recommendations
Real-time adaptation to COVID-19
Regional behaviors change differently
Detects differences in local trends
ML lets Lenovo keep pace
eCommerce patterns changed with
pandemic
Some consumers buy business products
Search activity informs supply chain
Segment-based recommendations
Dynamic navigation
Catalog personalization
Differentiated mobile experiences
CXC connects insights across Lenovo
37 languages, 1400 stores,
86 countries
B2C & B2B
Consumer, SMB, Enterprise
Lenovo’s
CXC
Journey
Capturing
Signals
Applying
ML
Understanding
Intent
Real-time
Personalization
Omnichannel
Delivery
Conversion Rates up 35%
CSAT rate up 34%
Search revenue 23%
better than Browse
Clickthrough rate up 93%
Search revenue
contribution up 175%
87. 87
People are Separated by Silos & Systems
Insight
silos
Multiple
channels
Separate
systems
Disjointed
experiences