Romancing the Customer ExperienceA Love Story Between User Testing & Sitecore xDB Personalization

Presented by:Kate Dalbey & Abby See

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About Abby & Kate

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This is a Love Story

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Between Sitecore xDB & User Testing

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Between Client & Agency

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Between Consumer & Technology

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The Sunrise Senior Living Community

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A Unique Audience

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Urgent Need

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Difficult Decision

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The Joy of Every Day

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The Focus is on the Customer

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Customer Not at the Center of Design

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They Weren’t Feeling the Love

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The Importance of Listening

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It Began With User Testing

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Users Were Feeling…Frustrated

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So We Built Them A Tool

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Called the Care Questionnaire

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A Quick Care Assessment

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To Give Customers a Starting Point

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To Help Them Make a Difficult Decision

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That Romanced Them… A Little

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But With More Help From Sitecore xDB

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Through Results-Based Personalization

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Delivering Content Exactly When Needed

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Romancing With Trusted Content

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Customers Feel the Love

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Setting It Up In Sitecore

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How Can I Do That?

Step 1

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Ask Users to do things you THINK are easy• User Testing

• Focus Group

• Surveys

Step 2

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Listen to their answers

Step 3

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Give them what they ask for

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Within Reason

Step 4

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Personalize that experience based ontheir needs

Step 4

Personalize that experience based ontheir needs

Step 4

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Personalize that experience based ontheir needs

Step 5

Measure, Iterate, Improve, Repeat

And Remember… It’s Not About You. It’s About Them.

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So…Remember to Listen

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Remember to Iterate

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Remember the Romance

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FOR DISCUSSION PURPOSES ONLY. Sitecore Confidential and Proprietary. © 2016 Sitecore Corporation A/S. All rights reserved. Sitecore®

and Own the Experience® are registered trademarks of Sitecore Corporation A/S. All

other brand and product names are the property of their respective owners.