Having taken their first step into digital with Sitecore Gold Partner, Mando two years ago, there was a desire to understand and overhaul their customer journeys, and build them with automated customer engagement across multi-channels.

2. In this webinar,
you’ll learn:
• Why the customer and their journey should be at the centre of
your digital strategy
• The importance of extensive situational analysis in order to gain
a 360 degree understanding of your customers’ world
• The key to maximising results with your Sitecore implementation
• Why go-live is just the beginning and continuous optimisation
and improvement is paramount to success
• Why measurement should be at the centre of your thinking,
from beginning to end, to ensure you are able to hit KPIs

3. Where we were

4. What we did

5. Mapping a 360 view of
Together’s customers

6. Identify
audiences
Refine and
prioritise
Flesh out Map journeys
What did we do?

7. Colin, 57
Engineer,
Semi-retired
/Retired
Hobbyists
Andy, 41
Full time
property
professional,
Landlord
(but will flop)
Professionals
Mr Iqbal, 28
Doctor
Researchers
Sally
Smith, 42
Hairdresser,
Self employed
Firsttimers

8. Situational Research

9. Delivering business efficiency by putting the
customer at the centre of your digital strategy

10. Mapped processes Walked through
and got feedback
from every team
Met with the IT
team
Overlaid info onto
customer journey
What did we do?
Shadowed
internal teams

11. Mapped processes Walked through
and got feedback
from every team
Met with the IT
team
Overlaid info onto
customer journey
What did we do?
Shadowed
internal teams

12. What we discovered

13. Benefits realised in
Sitecore Experience
Platform

14. Importance of a digital roadmap
and continuous improvement

15. A clearly
articulated
vision
A set of initiatives
that will help you
achieve that vision
An ordering of
initiatives over a
period of time

16. Step 1
Context
Operational
impact
Customer
experience
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Step 2
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Step 3
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Step 4
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Step 5
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17. Momentum is key

19. Results
Sessions
on 2016
80%
Mobile traffic
on 2016
40% 80%
Organic traffic
on 2016
Results

20. Results The latest figures:
Sessions up YOY
133% 80%
Organic traffic YOY
What’s next?

21. The only thing
constant is change
- Heraclitus

22. Review,
measure and
plan
Design
Go live
Build
Discover
Define

23. Q&A

24. How to prove early
ROI on your customer
experience platform
Thursday 18th May 2017
6:30pm-9:30pm
Vanilla London
mando.agency/events/sitecore-roi/
You will learn:
• How to get boardroom buy-in to metrics such
as cost savings and efficiencies
• How to prove the value of digital through
continuous optimisation and improvement
• Why measurement should be at the centre of
your thinking to ensure you are able to hit KPIs
• Why extensive situational analysis is needed to
gain an understanding of your
customers’ world and drive early ROI