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

85% of users start their shopping on one device and finish the purchase on another

• Google

30% of all interactions with technology will happen through conversation by 2018 - Gartner 50% of all searches will be voice searches by 2020 – Gartner Predictions

85%

30%

50%

Natural Language Interaction - On the surge

WEBSITES MOBILE APPS BOTS AND VOICE ASSISTANTS

2020 2000 2010

Voice First does not mean Voice only!

CUSTOMER ENGAGEMENT

EARLY MATURE FUTURE

Standalone Campaigns Email Prominence Customer Service Software Sales Automation Content Marketing ABM Data Enrichment Advertising Automation Real Time personalization B2B Mobile Marketing Predictive Analytics Integrated Marketing Marketing Automation Social Prominence Social Engagement Social Selling Marketing AI Interaction Cloud Influencer Prominence Social Prospecting Natural Language Interface Business Bots Conversational UX Blockchain

The changing face of Content and Engagement touch points

Majority of the Customer engagement is happening in silos..

IOT MOBILE APP WEB VIEW MOBILE VIEW BOTS/VOICE ASST WEARABLES

Content + Commerce

SOCIAL MEDIA

Connected Customer Experience Model

DRUPAL CMS WEB VIEW MOBILE VIEW MOBILE APP DRUPAL CMS + COMMERCE IOT MOBILE APP

NATIVE/HYBRID

WEB VIEW MOBILE VIEW

AMP + PWA

DIGITAL WALLET

CONTENT / COMMERCE

BOTS/VOICE ASST

WEBCHAT, FB MESSENGER, ALEXA, GOOGLE HOME THEN-THE DISCONNECTED CUSTOMER EXPERIENCE NOW-THE CONNECTED CUSTOMER EXPERIENCE

COMMERCE 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.

Four Distinct Phases of Journey Analysis

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

Journey Mapping Across Systems and Channels

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CIAM

Key Features and Business Value drivers of Customer Identity and Access Management

• Providing a consistent, secure Omni-

channel user experience by having an authentication & access system

• Managing user consent and preference to

meet compliance with Global data privacy requirements

• Speed to Market vs DIY or Integrating

multiple point solutions to achieve CIAM

• Integration with CDP with more customer

Insights

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_paypal_wpp, commerce_shipping, commerce_tax_service, physical Contributed Commerce Mailsystem, Mimemail, Smtp Contributed Mail Panels, page_manager Contributed Create custom Layouts Profile Contributed create profile & store user data search_api, search_api_solr Contributed Site search Metatag, Sitemap, Pathauto Contributed SEO commerce_sca Custom developed Get Shipping Info commerce_ups Custom developed UPS Shipping commerce_usps Custom developed UPS Shipping custom_hgsi_commerce_reorder Custom developed Reorder Functionality custom_hgsi_common Custom developed Common Hooks

Implementing UDXP with Drupal 8 for a Global Brand

Highly Scalable Architecture Reusability Reduced Time to Market Optimum Performance Improved User Experience Improved Security Open Web for future Innovation Localization Expert Engineering Team

Bleeding Edge Technology Ready Drupal 8 Platform

Explore Define Clone Migrate Validate Deploy

Project Kick off Toolkit Education Sitemap Taxonomy Functionality Creatives Clone GCL CMS Configuration Site Building Customization Code Freeze Articles Assets Users Code Review Internal Testing UAT Soft Launch Pre launch review Domain Cutover Post launch review

Spreading the Innovation to the Local Market

Integration of Bleeding Edge Technologies with Drupal 8

Drupal 8 with Commerce

• Best fit for Content

Strategy with benefits

• n commerce
• Supports large number
• f products and

contents

• Improved user

acquisition

• Best practice, industry

standard cart/checkout experience

SAP

CDP Commerce Drupal

FB Shop Pinterest Shop

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

Implementation Highlights Business Outcome

Drupal 8 with Drupal Commerce

The AI Evolution

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

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

“In the Moment” Personalization with Drupal 8

Data from User context and Real time Tracking

Intent Tracking & Context

ML Engine Behavior Prediction

Find Patterns Across Channels Determine what they want to see/do/buy next (and when)

To Customers Via Omni Channel

Recommend, Sell, Allocate pricing

User Preference Collective Preference

Videos Viewed Article Read Special Preference i.e. Non GMO, Lactose intolerance Products Choices/ Purchase History $$ Banners Clicked

+

1:1 Personalization

HYBRID approach to ”In the Moment” Personalization

Business Benefits

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

Drupal 8 with AI/Chatbot

Key Considerations

Commerce/Retail Used Cases

Promotions/Coupons Customer Satisfaction Product Recommendations

Drupal 8 with AMP|PWA

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.

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

“

Flexible

Modern designs that you can customize to suit your needs.

Responsive

Templates designed to work with all devices - mobile, tablet and desktop.

Open Source

Developers and designers can share and contribute their designs for new templates and components.

Page Components

Incorporate specific designed elements of a page into your own.

AMP + PWA

Progressive Web Apps and AMP pages work great together. In many cases, they complement each other in one way or another Enable PWA features for your AMP pages Create a compelling, super-fast user journey from AMP to PWA Simplify your PWA by using the power of AMP

AMP Features

What is AMP | Future of AMP

Outcome

150 % 7 % 74 % 36 %

Site Performance User Conversion Development Time Maintenance Cost 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

Business Outcome with Drupal 8 powered UDXP Implementation

Thank You!