Progress Software Corporation · NASDAQ:PRGS
Progress Software — Conference Presentation (2017)
66 slides from Progress Software's conference presentation, 2017
Slide 1: Personalization 2.0: The Business Impact of Highly Personalized Experiences
Personalization 2.0: The Business Impact of Highly Personalized Experiences Brendan Witcher, Principal Analyst, Forrester Research Chris Doran, Senior Product Marketing Manager, Progress
Slide 2: Your Presenters
Your Presenters Brendan Witcher, Principal Analyst Forrester Research Chris Doran, Senior Product Marketing Manager Progress © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 2
Slide 3: Forrester
FORRESTER’ CHALLENGE THINKING. LEAD CHANGE.
Slide 4: Personalization 2.0
Personalization 2.0: The Business Impact of Highly Personalized Experiences Brendan Witcher, Principal Analyst @BrendanWitcher
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Slide 7: What's the value of a shopping cart?
What’s the value of a shopping cart?
Slide 8: Digital experiences reset consumer expectations
Each time a consumer is exposed to an improved digital experience, their expectations for all experiences are reset to a new higher level. © 2017 Forrester Research, Inc. Reproduction Prohibited 8
Slide 9: Experience Is A Significant Factor In Every Shopper's Journey
Experience Is A Significant Factor In Every Shopper’s Journey “I am unlikely to return 61% to a website that does not provide a satisfactory customer experience.” © 2017 FORRESTER. REPRODUCTION PROHIBITED. 9
Slide 10: 89% of digital pros prioritizing personalization investments
89% of today’s digital pros are prioritizing investments for personalizing the customer experience. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 10
Slide 11: 71% of consumers have chosen or paid more for personalized brands
71% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 11
Slide 12: Online Personalization Is Often Focused On Specific Site Modules
Online Personalization Is Often Focused On Specific Site Modules What parts of the experience are you personalizing? (multiple responses accepted) 75% 55% 49% 44% 32% 28% Content on the website Promotions/product offers Product recommendations Reminders and alerts Content on the mobile app Screen la
Slide 13: Personalization In Physical Locations Also Ranks Top Of The List
In An Omnichannel World, Personalization In Physical Locations Also Ranks Top Of The List For your organization / company, what are the main opportunities for improving the customer experience at your company's stores? (Please choose your top 5 only.) Personalizing the customer experience 72% Making
Slide 14: Segmentation creates a gap for personalizing experiences
Digital leaders are recognizing that segmentation creates a gap for personalizing customer experiences © 2017 Forrester Research, Inc. Reproduction Prohibited 14
Slide 15: Personalization Has Historically Been Driven By Segmentation
Personalization Has Historically Been Driven By Segmentation Product Me Segmentation Product Other Products © 2017 FORRESTER. REPRODUCTION PROHIBITED. 15
Slide 16: Segmentation provides the wrong experience for most customers
Personalization Has Historically Been Driven By Segmentation Personalization based Me on segmentation Product Segmentation provides the “wrong” experience for most of Product your customers. Other Products © 2017 FORRESTER. REPRODUCTION PROHIBITED. 16
Slide 17: Single Data Points Are Often Used To Personalize The Journey
Single Data Points Are Often Used To Personalize The Entire Customer Journey Single data point X Me © 2017 FORRESTER. REPRODUCTION PROHIBITED. 17
Slide 18: Knowing one thing doesn't mean knowing everything
Single Data Points Are Often Used To Personalize The Entire Customer Journey Knowing one thing Single data point about the customer X Me doesn’t mean knowing everything about the customer. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 18
Slide 19: Organizations Too Quickly Check The Box On Personal Experiences
Organizations Too Quickly Check The Box On Delivering “Personal” Experiences © 2017 FORRESTER. REPRODUCTION PROHIBITED. 19
Slide 20: Wasted effort personalizing experiences with no value
Organizations Too Quickly Check The Box On Delivering “Personal” Experiences It is a waste of everyone’s time to personalize experiences that provide no real value to a customer’s journey. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 20
Slide 21: Understanding and respecting personal boundaries is still a challenge
Understanding and respecting personal boundaries is still a challenge © 2017 FORRESTER. REPRODUCTION PROHIBITED. 21 Source: Soul Mate of the Moment (https://soulmateofthemoment.files.wordpress.com/)
Slide 22: The Golden Rule of Personalization
The Golden Rule of Personalization: Be overt when collecting data, but covert in using data to deliver personalization. Understanding and respecting personal boundaries is still a challenge © 2017 FORRESTER. REPRODUCTION PROHIBITED. 22 Source: Soul Mate of the Moment (https://soulmateofthemoment.fil
Slide 23: Preparing for the next evolution of personalization
Digital leaders must help organizations prepare for the next evolution of personalization, which will rely more on the pillars of individualization rather than segmentation. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 23
Slide 24: The more you understand each customer, the more effective engagements
The more you understand each customer, the more effective engagements will be. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 24
Slide 25: Consumers expect companies to understand them
Today’s digitally-savvy consumers expect the companies they engage with to understand them. © 2017 Forrester Research, Inc. Reproduction n Prohibited Prro ohi h bi bite ted 25 25
Slide 26: A true 360 degree view of the customer
What does it mean to have a true 360 degree view of the customer? © 2017 Forrester Research, Inc. Reproduction Prohibited 26
Slide 27: Profile, Behaviors, Affinity, Context
Identity Interactions Accounts/IDs Transactions Social media Tech Marketing Applications ownership/use responses Feedback Files Demographics Testing responses Ratings/opinions Public records Profile Behaviors Sentiment Content Affinity Attitudes Context Memberships/ Preferences Time/location network
Slide 28: Individualization strategy built on four technology characteristics
A solid individualization strategy is built upon key technology investments that have four unique characteristics. © 2017 Forrester Research, Inc. Reproduction Prohibited 28
Slide 29: Customers identified and treated as individuals
1. Customers are identified and treated as individuals using rich customer profiles. © 2017 Forrester Research, Inc. Reproduction Prohibited 29
Slide 30: Customer data assessed in real-time
2. Customer data is assessed in real-time and dynamically calculates intent. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 30
Slide 31: Personalized content delivered across every channel
3. Personalized content is delivered equally across every screen and channel. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 31
Slide 32: Connected technologies enable richer engagements
4. Connected technologies enable far richer and more relevant engagements. © 2017 2017 20 7 Forrester For orrre re ester ster ster Research, Res es e esea ea arc rchh,, IInc. ncc. R Re Reproduction epr prod prod oduc du ucctition on n Prohibited Proh hibi ibit bite ted ted 32 32
Slide 33: Not a revolution but an evolution
Not a revolution . . . but rather an evolution © 2017 FORRESTER. REPRODUCTION PROHIBITED. 33
Slide 34: Individualization isn't a tactic
Individualization isn’t a tactic… . . . it is a business strategy that drives tactics and affects every part of an organization. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 34
Slide 35: Can you give me an example?
Can you give me an example? © 2017 FORRESTER. REPRODUCTION PROHIBITED. 35
Slide 36: L'Occitane tailors digital imagery
L’Occitane uses personal characteristics En Provence to tailor digital imagery © 2017 2017 20 1 Forrester Forre estterr Research, Res esea earc ea ch, h, IInc. ncc. Reprod Reproduction duc u tion Prohibited Prohiibi bite ted ted 36 6
Slide 37: Thule dialogues between customer and brand
allows for dialogues between the THULE customer and the brand © 2017 Forrester Research, Inc. Reproduction Prohibited © 2017 FORRESTER. REPRODUCTION PROHIBITED. 37 3 7
Slide 38: Neiman Marcus omnichannel personalization
Smart Mirrors Provide Customers With Shopping Table Convenience And Stimulus When Shopping Encourages Shopping Together Neiman utilizes omnichannel engagement Marcus to personalize experiences © 2017 FORRESTER. REPRODUCTION PROHIBITED. 38
Slide 39: Dulux app helps customers shop online
Dulux App Helps Customers Using mobile/tablet, Using the camera, customer App shows local stores where "Shop” Online Before Buying customer selects color they touches areas to “paint” product can be purchased Offline would like to test wins customer loyalty by providing Dulux value, confidence, and
Slide 40: Lowe's learns who customers are
learns who customers are and what Lowe’s they want even if they don’t buy © 2017 Forrester Research, Inc. Reproduction Prohibited 40
Slide 41: Hudson's Bay captures personal info for value
Hudson captures personal info in exchange Bay for value without being creepy © 2017 FORRESTER. REPRODUCTION PROHIBITED. 41
Slide 42: What should I be doing today?
What should I be doing today? © 2017 FORRESTER. REPRODUCTION PROHIBITED. 42
Slide 43: Starting checklist for personalized customer experiences
Starting checklist for delivering rich, contextually relevant, and truly personalized customer experiences © 2017 FORRESTER. REPRODUCTION PROHIBITED. 43
Slide 44: Starting checklist: consolidate customer data
Starting checklist for delivering rich, contextually relevant, and truly personalized customer experiences Consolidate customer data from both internal databases and external partners into a single customer data repository. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 44
Slide 45: Starting checklist: identify digital gaps
Starting checklist for delivering rich, contextually relevant, and truly personalized customer experiences Consolidate customer data from both internal databases and external partners into a single customer data repository. Identify digital gaps in the ability to deliver personalization throughout t
Slide 46: Starting checklist: design touchpoints to use and collect data
Starting checklist for delivering rich, contextually relevant, and truly personalized customer experiences Consolidate customer data from both internal databases and external partners into a single customer data repository. Identify digital gaps in the ability to deliver personalization throughout t
Slide 47: Starting checklist: consider data across touchpoints
Starting checklist for delivering rich, contextually relevant, and truly personalized customer experiences Consolidate customer data from both internal databases and external partners into a single customer data repository. Identify digital gaps in the ability to deliver personalization throughout t
Slide 48: Starting checklist: be overt collecting, covert delivering
Starting checklist for delivering rich, contextually relevant, and truly personalized customer experiences Consolidate customer data from both internal databases and external partners into a single customer data repository. Identify digital gaps in the ability to deliver personalization throughout t
Slide 49: Individualization done right doesn't look like personalization
Individualization done right doesn’t look like personalization… © 2017 FORRESTER. REPRODUCTION PROHIBITED. 49
Slide 50: It just looks like a great experience
Individualization done right doesn’t look like personalization… …it just looks like a great experience. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 50
Slide 51: Thank you
Thank you Brendan Witcher bwitcher@forrester.com +1 617.613.6315 Thank you FORRESTER.COM forrester.com © 2017 FORRESTER. REPRODUCTION PROHIBITED.
Slide 52: Personalization 2.0: Making it real!
Personalization 2.0 Making it real! Christopher Doran Sr Manager, Product Marketing
Slide 53: Let's Personalize the webinar
Let’s Personalize the webinar…. Total Roles 40.00% 35.00% 30.00% Analyst/Consultant 25.00% Designer 20.00% 15.00% Developer 10.00% Digital marketer 5.00% Total IT Executive 0.00% Marketing executive Other (blank) 60% 50% 40% 30% 20% 10% 0% B2B B2C Both Progress © 2017 Progress Software Corporation a
Slide 54: B2B vs. B2C Marketers
B2B vs. B2C Marketers B2B B2C © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 54
Slide 55: Key Notes from Brendan's research
Key Notes from Brendan’s research • Your competition isn’t who you think it is…. • Move from “we want to…” to “the customer wants..” • Customers are constantly exposed to personalization • Experience is not a complete event • Many people build beautiful experiences without knowing anything about the
Slide 56: Most Companies Start in the Middle
Most Companies Start in the Middle Foundation Structural Decor © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 56 6
Slide 57: Most Companies Start in the Middle
Most Companies Start in the Middle System Responsive 360 Contact of Web Profiling Record CRM Content Attribution Mobile Audience Marketing App Management Website Journey Automation Analysis Foundation Structural Decor © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All ri
Slide 58: Most Companies Start in the Middle
Most Companies Start in the Middle © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 58 8
Slide 59: Research shows this
Research shows this… © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 59 9
Slide 60: What's Next for Multi-channel?
What’s Next for Multi-channel? Moving Moving FROM TO Mobile-first User-first Bring the experience Customer C er pull ustome pull to the customer Screen-dominant User-immersive © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 60 0
Slide 61: Personalization is Still a Struggle
Personalization is Still a Struggle 77% of marketers believe real time personalization is critical BUT 60% struggle to personalize content in real time Source: CMO.com
Slide 62: What's Next for Personalization?
What’s Next for Personalization? Moving Moving FROM TO Marketing Optimization Experience Optimization Digital Personalization Life Personalization Segmentation-driven Cognitive-driven © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 62 2
Slide 63: Leverage the right tools
Leverage the right tools © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 63
Slide 64: Extensible, learns, collects, predicts, digital first
1. Extensible 2. Learns 3. Collects & Attributes 4. Predicts & Recommends 5. Digital First © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 64
Slide 65: Progress
Dv Progress
Slide 66: Questions?
Questions? © 2017 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.