Building a Unified User Experience - With Drupal THE - PowerPoint PPT Presentation

Building a Unified User Experience - With Drupal

THE CONTENT-CUSTOMER CONNECT

The relationship between the brand and the consumer is not decided by the Brand but by the Customer! BRAND CONTENT CUSTOMER

CHANGING CONSUMER BEHAVIOR

Natural Language Interaction - On the surge 30% 85% 50% 85% of users start their 30% of all interactions with 50% of all searches will be voice shopping on one device and technology will happen through searches by 2020 – Gartner finish the purchase on another conversation by 2018 - Gartner Predictions - Google

2000 2010 2020 WEBSITES MOBILE APPS BOTS AND VOICE ASSISTANTS Voice First does not mean Voice only!

CUSTOMER ENGAGEMENT

The changing face of Content and ABM Engagement touch points Data Enrichment Advertising Automation Customer Service Content Predictive Analytics Software Marketing MATURE EARLY FUTURE Marketing AI Standalone Integrated Campaigns Interaction Cloud Marketing Real Time Email Prominence Sales Automation Influencer Prominence Marketing personalization Automation Social Prospecting B2B Mobile Social Natural Language Marketing Prominence Interface Social Business Bots Engagement Conversational UX Social Selling Source Gartner Blockchain

Majority of the Customer engagement is happening in silos.. SOCIAL MEDIA MOBILE VIEW WEARABLES BOTS/VOICE ASST MOBILE APP Content + Commerce WEB VIEW IOT

Connected Customer Experience Model THEN-THE DISCONNECTED CUSTOMER NOW-THE CONNECTED CUSTOMER EXPERIENCE EXPERIENCE WEB VIEW IOT DRUPAL CMS COMMERCE MOBILE VIEW AMP + PWA WEB VIEW MOBILE APP NATIVE/HYBRID MOBILE VIEW DIGITAL WALLET DRUPAL CMS CONTENT / COMMERCE + COMMERCE MOBILE APP BOTS/VOICE ASST WEBCHAT, FB MESSENGER, ALEXA, GOOGLE HOME AR and VR

Influence of Content in Purchase Decisions • Peer Recommendations has the highest influence as the source of information on customer’s decision making process. • Original Research has the second largest influence. • Companies have to focus towards bringing the right blend of content and commerce. Users trust their own original research before their purchase. Hence it is important to have the relevant content at the right place in the right time. Source Content Marketing Institute

Four Distinct Phases of Journey Analysis

Journey Mapping Across Systems and Channels DMP/ Social Email SMS/Chat IoT Data DSP Campaign Infrastructure Management BI/ Consumer Reporting Devices Real Time CRM & Call Retail Database Analytics context Centre POS

Key Features and Business Value un unified secu ecurit ity & & drivers of Customer Identity and authentic aut icatio ion Access Management us user pr profi ofile le tou ouch id data secu da curit ity • Providing a consistent, secure Omni- channel user experience by having an authentication & access system aut authentic icatio ion CIAM faci acial id ac acros oss • Managing user consent and preference to tou ouchpoi oints meet compliance with Global data privacy requirements • Speed to Market vs DIY or Integrating socia ocial l log ogin - pr profi ofilin ing g multiple point solutions to achieve CIAM web eb, mo mobi bile le wor orkflo flows • and and chatbot Integration with CDP with more customer voi oice Insights authentic aut icatio ion

Digital Transformation Solution Powered by Drupal

UNIFIED DIGITAL EXPERIENCE PLATFORM with DRUPAL

Important Modules used from Drupal 8 Module Name Type Functionality address, commerce, commerce_paypal, Commerce commerce_paypal_wpp, commerce_shipping, Contributed commerce_tax_service, physical Mailsystem, Mimemail, Smtp Mail Contributed Panels, page_manager Create custom Layouts Contributed Profile create profile & store user data Contributed search_api, search_api_solr Site search Contributed Metatag, Sitemap, Pathauto SEO Contributed commerce_sca Get Shipping Info Custom developed commerce_ups UPS Shipping Custom developed commerce_usps UPS Shipping Custom developed custom_hgsi_commerce_reorder Reorder Functionality Custom developed custom_hgsi_common Common Hooks Custom developed

Implementing UDXP with Drupal 8 for a Global Brand

Bleeding Edge Technology Ready Drupal 8 Platform Optimum Performance Reduced Time to Market Reusability Highly Scalable Architecture Open Web for Improved User Experience future Innovation Localization Expert Engineering Team Improved Security

Spreading the Innovation to the Local Market Explore Deploy Define Validate Clone Migrate Sitemap Project Kick off Clone GCL Code Freeze Code Review Soft Launch Pre launch Toolkit CMS Articles Internal Testing Taxonomy review Education Configuration Domain UAT Assets Site Building Functionality Cutover Post launch Customization Users Creatives review

Integration of Bleeding Edge Technologies with Drupal 8

Drupal 8 with Commerce Drupal • Best fit for Content Commerce Enrollment Campaigns FB Strategy with benefits Product Price Product on commerce Shop Product SKU Personalization Price • Supports large number Inventory Discounts & Content Inventory of products and Content Hub Pinterest Coupons Index contents Coupon, Discounts Shop Checkout Cart Content Detail • Improved user Shared Sign on acquisition Product Tax Payment Product Hub Detail • Best practice, industry Cart, Checkout Shipping Order standard cart/checkout Site Search Order SAP Fulfilment experience Engagement Tools Commerce Connector (Data Integration) CDP

Drupal 8 with Drupal Commerce Implementation Highlights Save & Subscribe Omnichannel Cross selling & User Rewards & Hybrid Approach Digital Experience User targeted to promote (Content + Platform(DEP) + Shop Discounts & Shopping Up selling Loyalty Program recurring orders, Commerce) Seamless User Shop Coupons Experience Features and Bonus customer Experience (FB Shop, Feeds, Redeem on sales engagement Bot) Business Outcome Sales New customers Number of Orders Average Order Value Returning customers Increased from 60% Increase 35% Increase Increased from $30 to $200 20% Increase 30k to 1.2M Per month

The AI Evolution This year, 35.6 million Americans will use a voice-activated assistant device at least once a month. — eMarketer

Drupal 8 with AI/ML based Personalization Real-time ML Personalization with Drupal 8

“In the Moment” Personalization with Drupal 8 Data from User context and Real time Tracking Intent Tracking ML Engine Behavior To Customers & Context Prediction Via Omni Channel Find Patterns Determine what they want to Recommend, Sell, Allocate pricing Across Channels see/do/buy next (and when )

HYBRID approach to ” In the Moment ” Personalization Videos Viewed 1:1 Personalization User Article Read Collective + Preference Preference Banners Clicked Products Choices/ $$ Purchase History Special Preference i.e. Non GMO, Lactose intolerance

Drupal 8 with AI/Chatbot Business Benefits 24X7 Customer Personalized Engagement Brand awareness Real time Customer Customer Retention service & support Less waiting time Acquisition Proactive and Reactive Automated Cross Product suggestions Selling and Upselling Key Considerations ✓ Omni Channel Presence ✓ Create Once & Publish Everywhere (COPE) strategy ✓ Multi Lingual support ✓ End to End data ownership over Analytics & Customer Behavior

Commerce/Retail Used Cases Product Recommendations Customer Satisfaction Promotions/Coupons

Drupal 8 with AMP|PWA Designed to enable publishers to easily improve speed, and subsequently user experience Lightweight pages | Designed to load instantaneously | Combating ad-blocking | Supports existing ad formats “ It doesn’t matter how great the content is. If the page is not loading fast enough the visitor is not reading what is inside.

What is AMP | Future of AMP AMP + PWA AMP Features Progressive Web Apps and AMP pages work great together. In many cases, they complement Flexible Responsive each other in one way or another Modern designs that you Templates designed to work can customize to suit your with all devices - mobile, Enable PWA features for needs. tablet and desktop. your AMP pages Create a compelling, super-fast user journey from AMP to PWA Open Source Page Components Incorporate specific Developers and designers Simplify your PWA by using the can share and contribute designed elements of a power of AMP their designs for new page into your own. templates and components.

Business Outcome with Drupal 8 powered UDXP Implementation Outcome 7 % 150 % 36 % 74 % Site User Maintenance Development Conversion Performance Cost Time Reduced time to market (2 months to 1 week) & cost of localization to a fraction of the initial build cost Increased online Sales Revenue by 3X and increase in average order value by 60% Improved the CTR by 20% through our Drupal with ML personalization implementation Introduced a scalable and modular platform to integrate AI, Chat BOTs and Voice assistants Implemented conversational Bot for Voice based purchases. Implemented Drupal based AI Chatbot, for customers to access Brand content via Messenger platform

Thank You!