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3 Ways to Take Customer Experience from Underwhelming to Unforgettable

What makes an exceptional customer experience (CX)? And how do marketers today know if they’re actually keeping up with the rising tide of consumer expectations?
Recorded Mar 24 2020 48 mins
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Presented by
Lynne Capozzi
Presentation preview: 3 Ways to Take Customer Experience from Underwhelming to Unforgettable

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  • Unlocking the Potential of Your Customer Data Recorded: Aug 5 2020 47 mins
    Karen Wood, Senior Director, Product Marketing, Acquia, Omer Artun, Chief Science Officer, Acquia
    With more people than ever using online channels as their primary (sometimes only) path to purchase, understanding how to orchestrate customer data and meet the increased demand for personalized digital experiences has never been more important. Today’s companies have access to more customer data than ever, and brands need to offer consistent experiences to drive results. A customer data platform (CDP) is critical to accomplishing this.

    Hear from leaders at Acquia for best practices on turning this mass of complex data into manageable and actionable results. You’ll find out:
    - The three categories of data you should be collecting from your customers and how to unify them into a single view
    - How to use data to make predictions about customer engagement and likelihood to purchase
    - How to automate time-consuming data management tasks for increased operational efficiency
  • Making Accessibility Work For Your Users and Your Business Recorded: Jul 6 2020 58 mins
    Richard Jones, CTO and Consultant, Inviqa, Ben Mulling, Senior Software Engineer, Acquia
    A staggering 98% of website homepages fail to meet basic accessibility guidelines.

    Unsurprisingly, more than 70% of web users with a disability will abandon a website that fails to accommodate their needs.

    What's more surprising is the scale of this lost opportunity, because poor accessibility is costing UK businesses close to £2 billion every month in lost revenue, fines and legal fees.

    Just think what your business could achieve if it captured the accessibility opportunity:
    - Gain a share of the £420 million revenue currently lost every single week
    - Make your site more discoverable by search engines
    - Streamline your code and boost page load times
    - Improve usability for everyone and ensure a great customer experience for all site visitors alike

    To find out how to make your site more accessible, join us and our partner Inviqa for our webinar: Accessing Profits – Making Accessibility Work For Your Users and Your Business.

    Let us show you how better accessibility isn’t just good manners; it’s good business too.

    What you’ll learn:
    - The business case for accessibility (backed by new research from Inviqa)
    - How great accessibility means higher search rankings, streamlined code and better web performance
    - Practical real-world tips for starting your accessibility journey
    - How Drupal prioritises accessibility (and what more you can expect in Drupal 9)
    - How to streamline the move to Drupal 9 (whatever version you’re currently running)
  • 3 Strategien, um Ihre Customer Experience zu verbessern Recorded: Jun 29 2020 46 mins
    Jacob-Jan Walburg, Inviqa, Sales Director für die DACH-Region, Florian Schwendner, Director Partner Management bei Acquia
    Unternehmen investieren weiterhin stark in ihre Customer Experience-Strategie. Allerdings sind nur 10 % der Kunden der Meinung, dass Marken ihre Erwartungen an eine gute “Customer Experience“ erfüllen. Das heißt 90 % der Kunden können jederzeit abwandern ... Folglich müssen Brands umdenken.

    Eine Umfrage mit weltweit 6.000 Verbrauchern und 600 Unternehmen identifiziert Erkenntnisse über die Erwartungen der Verbraucher an eine überzeugende Customer Experience und Strategien, die Vermarkter implementieren, um diese zu erfüllen.

    Aber was genau macht eine gute Customer Experience-Strategie aus? Welche Erwartungen haben eigentlich meine Kunden diesbezüglich an mein Unternehmen? Im Webinar zum Thema erhalten Sie Antworten auf diese und weitere wichtige Fragen. Außerdem erfahren Sie, welche drei wichtigen Erkenntnisse aus der Umfrage Sie unbedingt anwenden sollten, um Ihre Customer Experience Strategie nachhaltig zu verbessern.

    Inhalt des Webinars:
    - Neue Erkenntnisse aus der Customer Experience-Umfrage
    - Kritische Aspekte der Customer Experience, die Unternehmen berücksichtigen müssen, um die Erwartungen der Kunden zu erfüllen (und zu übertreffen)
    - 3 wichtige Erkenntnisse zur Verbesserung der Customer Experience-Strategie Ihrer Marke im Jahr 2020
  • Migrating to Drupal 8: Adopting a “Low Code” Approach Recorded: Jun 15 2020 56 mins
    Ted Slesinski, EPAM, Alan Botwright, Acquia, Ryan Picchini, Acquia, Rafael Nogueira EPAM
    Building digital experiences that grow your brand and deliver business results is truly a team effort. Anyone who’s been involved in the process of deploying Drupal understands it takes IT leadership, developers, site builders, designers, content authors, and marketing leaders, all working towards a common goal. Most companies struggle to execute in a way that meets the demands of the business let alone leaves resources for innovation.

    Acquia Cohesion is a new paradigm for building, updating and enhancing your portfolio of Drupal websites. We hope you’ll join us to learn how Acquia Cohesion is empowering IT leaders, developers, site builders and designers when creating and updating Drupal sites.

    No matter your role, you’ll walk away with a comprehensive understanding of how to get the most out of your Drupal investment when you decide to utilize Cohesion. You will learn:
    - How adopting a “low code” approach to building Drupal sites expedites development timelines for the initial build and going enhancements
    - How Cohesion helps developers and IT leaders focus on high-value tasks versus day-to-day support of business users
    - The benefits of Cohesion for site builders who are now empowered with an intuitive, drag and drop experience
    - How designers can now enforce brand standards while creating unique pages with Cohesion
    - Why developers, site builders, designers working together delivers better results!
  • Digital Service Transformation for Local Councils Recorded: Jun 12 2020 42 mins
    Francesca Tye, Web Communications Officer, Harlow Council, Will Huggins, CEO, Zoocha, Tom Bianchi, VP Marketing EMEA, Acquia
    With so many people looking for local authority services to be delivered online, it’s never been more important that councils have the right infrastructure in place to deliver.

    Harlow Council wants to be a trusted authority and source of information to the community — some 80,000 people. Its digital services must cover everything from information on recycling through to applying for planning permission. So their digital offering needs to be flexible, easy to use and incredibly robust.

    In this on-demand webinar, you’ll discover how Harlow transformed its digital capabilities to better serve today’s digitally-savvy citizens.

    What you’ll learn:
    - Why Harlow’s previous website was failing to meet the changing needs of the local community
    - The process they went through to find the right partners to help them deliver
    - Why accessibility needed to be core to the new digital offering (and how the new solution met Web Content Accessibility Guidelines out of the box)
    - How using open source technology made the entire process more effective and better value for money
    - How improving their digital channels made it easier to prioritise help for constituents that needed it most

    Register now to watch the recording.
  • A Single Customer View Starts with a CDP: Meet AgilOne Recorded: Jun 3 2020 57 mins
    Omer Artun Founder and CEO, AgilOne Chief Science Officer, Acquia
    Marketers have it easy, right? Flush with piles of customer data, it should be simple to know exactly who your prospects and customers are, target them with the perfect message, and grow your revenue from the data you own.

    But it's not.

    There is more data than ever before, but marketers struggle to know the most basic details of their customers:
    -96% of marketers are challenged in building a comprehensive, single view of the customers
    -40% of marketers are unable to personalize because of the inability to link data across disparate technologies

    It doesn’t have to be this hard.

    Watch Acquia’s AgilOne webinar to learn how you can use machine learning to unlock siloed data and gain a single view of your customers.
  • How Will Drupal 9 Enable My Site For The Future? Recorded: Jun 1 2020 63 mins
    Dries Buytaert, Angie Byron, Gábor Hojtsy, Tim Lehnen
    June 3rd, 2020 marks the launch date of the highly-anticipated release of Drupal 9 within the Drupal community.

    As with any major release of a new version of Drupal, this prompts many questions. "What will change from Drupal 8 to Drupal 9?", "What experience can I expect with Drupal 9?" and "How do I prepare my site today?" Whether you are on Drupal 6, Drupal 7 or Drupal 8, we have answers for you.

    Watch Dries Buytaert, the Founder of Drupal and Acquia’s Co-Founder & CTO, alongside Drupal experts Angela Byron & Gábor Hojtsy as they share insights on how to prepare for the release of Drupal 9, followed by an audience Q&A session moderated by Tim Lehnen, Drupal Association’s CTO.

    In this session, you’ll learn:
    - What to expect from Drupal 9
    - How you can prepare your site, whether you’re on Drupal 8 or previous versions of Drupal
    - The resources and tools available to make the upgrade as seamless as possible
    - What you can expect from the Drupal 9 experience and the benefits of upgrading
  • Experience Acquia Latinoamérica Recorded: May 27 2020 70 mins
    Leticia Viola, Ecuavisa | Christian Barreto, Liberty Seguros | Dan Katz, Acquia
    Crear una experiencia digital que ofrezca lo que los clientes quieren ahora comienza con la comprensión de sus necesidades y deseos, y el desarrollo de una estrategia inteligente. Durante este evento virtual, examinaremos las formas más efectivas para que todo suceda.

    Asistentes al evento escucharán a Dan Katz, Gerente Senior, Ingeniería de Soluciones, Acquia, mientras comparte cómo comprometiéndose a la experiencia del cliente impulsará la lealtad del cliente ante una pandemia global. También escuchará a Leticia Viola, Gerente Digital de Ecuavisa, y Christian Barreto, Gerente de Iniciativas de Liberty Seguros cuando compartan cómo el entorno actual está impactando las estrategias digitales en sus empresas. Y finalmente, los presentadores discutirán cómo la crisis está impactando las estrategias digitales, cómo puede saber si su propio enfoque está funcionando y qué oportunidades tendrá 2020.
  • Virtual Event: Experience Acquia Recorded: May 19 2020 50 mins
    John Kealy, UCSF | Markus Lenz, LifeFit Group | Lynne Capozzi, Acquia
    Creating a digital experience that offers what customers want now begins with understanding their needs and desires, and developing (and sticking to) a smart strategy. During this online event, we’ll examine the most effective ways to make it all happen.

    Join Lynne Capozzi, CMO, Acquia to hear how doubling down on customer experience will drive customer loyalty when faced with a global pandemic. You will also learn how the current environment is impacting the digital strategies at the University of California, San Francisco from John Kealy, and at LifeFit Group from Markus Lenz. They'll also discuss how you can tell if your own approach is working, and what opportunities 2020 might hold.
  • Implementing new technology: A culture catalyst for your people Recorded: May 12 2020 50 mins
    Daniel Coletta, Acquia. Andrew Millar, University of Dundee. Hugh James, Manifesto.
    Digital transformation is happening at a different pace at every institution. Cultural change can help have a positive impact

    Get buy in from your key "catalyst" people
    Manage technical aspects from security to storage and performance
    Hear inside tips and valuable insight from University of Dundee

    Our partner, Manifesto are conducting interviews with leading higher education experts, including Andrew Millar from this webinar, to share their experience and identify common challenges that face the sector. The research comes at a time of change for the world, and has so far revealed a number of expert insights that higher education institutions can learn from amidst these challenging times and beyond.
  • Drupal in a Changing World Recorded: May 8 2020 33 mins
    David Warren, Head of Solution Engineering, Acquia
    Society as we know it is not operating in a “business as usual” fashion and we know that’s affecting many of our customer’s operations significantly.

    Our goal here at Acquia is to try and provide help, support and guidance to our customers. In that spirit, we’re hosting a webinar to share some top tips and answer your questions to help you be as agile as possible in this current climate.

    Register now to learn more about:
    - How to pivot your website strategy in the middle of a global pandemic
    - The most pragmatic steps to take with my Drupal instance with the increased traffic to your site
  • Powering Deeper Personalisation with AI Recorded: May 5 2020 48 mins
    Eric Fullerton, Sr. Product Evangelist, Acquia
    We know scaling personalisation beyond a few use cases can be overwhelming and time-consuming, so join us for our webinar and we’ll explain how it can be made simpler through artificial intelligence. In fact, it’s never been easier to understand consumers and create personalised offers by adding AI capabilities on top of Acquia’s DXP platform.

    In this webinar, we'll cover:
    - How Acquia Lift in conjunction with Google AI and marketing tools take personalisation to the next level
    - Defining moments that lead to conversion and patterns in user behaviour
    - Leveraging richer data collection and enabling simpler content creation for personalisation
  • Data-Driven Personalization: How Successful Are Today's Marketers? Recorded: Apr 23 2020 52 mins
    Dave Bor, Director of Marketing, Acquia and Todd Lebo, Partner/CMO, Ascend2
    Effective personalization is fundamental for brands trying to deliver the
    exceptional experiences today’s customers demand. Of course, the easy part is aspiring to personalize, but it’s a different story when you try to put
    it into practice.

    So just how successful are today’s marketers at leveraging data-driven
    personalization?

    In this webinar, we revealed the results of our recent research covering real life marketers attempting to deliver against heightened
    customer expectations.

    Watch now & learn:
    - Marketers’ core objectives related to personalization (and how
    successful they are in meeting them)
    - The marketing data that’s most critical to executing personalization
    - Key insights and recommendations to help you improve your
    personalization efforts starting now
  • Personalisation with Purpose Recorded: Apr 20 2020 57 mins
    Eric Fullerton, Sr. Product Evangelist, Acquia
    Listen to our new webinar Personalisation with Purpose, created with our partners at Genuine, a full-service agency focused on bringing experience design to brand development. In this session we’ll explore how you can develop an approach to personalisation that’s grounded in real purpose, meaningful goals, and a clear strategy.
  • Best Practices for Migrating to Drupal Recorded: Apr 13 2020 46 mins
    Maggie Schroeder, Product Marketing Manager at Acquia and Steph Bridges, Senior Drupal Developer, Acquia
    Security, scalability, accessibility, and enhanced user experience are only a few of many strategic advantages to powering your business’s website & digital experience strategies on Drupal.

    These advantages currently describe 556,047 live Drupal-powered sites worldwide.

    But, how do you get there? What does it take to execute a migration to Drupal seamlessly?

    Watch our second Drupal-focused webinar of the year as we highlight:
    - Best practices for planning, executing & enabling your teams for a migration to Drupal
    - Our most successful customer migration case studies to date

    Learn why now is the best time to begin planning your migration to Drupal. Sign up today!
  • Improving the User Journey with UX Research & Personalisation Recorded: Apr 7 2020 57 mins
    Theresa Anderson, Sr. Digital Strategy Consultant, Acquia
    Watch our webinar to see how we address these challenges and highlight a case study that demonstrates how personalized content helped a university communicate with both students and the broader public.

    You’ll learn how to:
    - Begin defining and prioritizing your audiences
    - Create a content strategy that speaks to your audiences
    - Identify what content to personalize and strategies needed to create, test, and improve your content over time
  • Top 5 Reasons You Should be Using Drupal as Your CMS Recorded: Apr 6 2020 21 mins
    Allie Jones, Technical Architect, Acquia
    In our first Drupal-themed webinar of the year, hear from Allie Jones to learn about the top reasons why you should consider using Drupal’s open-source content management framework for your digital experience.

    Allie brings with her years of experience as a Drupal developer and a technical architect. She has an immense amount of experience engaging with customers to provide individualized solutions and recommendations for all layers of organizations including architecture planning, technical training, application audits, security and performance testing, system migrations, and platform development.

    If you’re interested in learning more about the benefits that Drupal can provide your business, or even if you’re just curious, this is the webinar for you.
  • 100 Sites. A Mixed Drupal Platform. One Federated Search Solution. Recorded: Apr 2 2020 42 mins
    Maggie Schroeder, Product Marketing Manager at Acquia and Ken Rickard, Senior Director of Consulting at Palantir
    Drupal is an incredibly flexible CMS, which is why it is chosen by some of the largest enterprises as the backbone of the most demanding digital experiences.
    One consideration you must make when delivering an experience to your customers is ensuring that you create a unified search experience across all of your Drupal applications.

    Listen to Ken Rickard from Palantir and learn how the Digital Services Team from the State of Georgia leveraged one federated search solution to deliver a unified search experience.

    We address multiple use cases including:
    - Delivering search across different Drupal versions (7, 8, and eventually 9!)
    - Delivering search across sites with disparate content models
    - Delivering search across sites utilizing varying taxonomies

    Discover how you can unify search functionality and enable your audiences to find whatever they need, wherever it lives.
  • How To Manage Sites At Scale With Acquia Cohesion and SiteFactory Recorded: Mar 31 2020 57 mins
    Josh Hoekwater, from Genuine, and Ryan Picchini and Craig Hanna, from Acquia
    Managing sites at scale is hard.

    An inconsistent online experience can cause confusion, frustration or distrust for visitors, which can hurt your bottom line. But how do you ensure that each of your sites has a great experience, the right content and consistent branding at scale?

    Today, Acquia is the leader in “sites at scale” and we’ve been evolving our solution for over 10 years. We make building and managing tens, hundreds or thousands of digital properties easy and efficient.

    In this webinar, you’ll dive into best practices and case studies for large enterprises and their journey to manage “sites at scale.” You’ll also learn how to:
    - Drastically improve time-to-market when creating new sites and updating existing sites
    - Refocus IT resources to work on high value tasks like integrations and custom development
    - Measure the ROI of a project of this nature
    - Benchmark against your industry peers who have standardized on the Acquia Platform.
  • How to Contextualize Content for Hyper-Personalization Recorded: Mar 26 2020 49 mins
    Jessie Johnson, Research Director, Demand Marketing Strategies, Sirius Decisions, Eric Fullerton, Sr. Product Manager, Acquia
    B2B buyers expect hyper-contextualized experiences in increasingly complex buying scenarios that require both relevance and responsiveness. Marketers must be able to capture, interpret, and respond to buying behavior and signals in real time to deliver an optimal buyer and customer experience.

    Listen to our webinar & discover how marketers are leveraging insights from content-based intent signals to design personalized buying experiences and create multiple paths to connect, convert, and drive repeat purchases.

    In this session we’ll cover:
    - Strategies and tactics for a signal-response approach to hyper-personalization
    - A methodology for contextual activation using real-time buyer insights
Experience Digital Freedom
Acquia is the open source digital experience company.
We provide the world’s most ambitious brands with technology that allows them to embrace innovation and create customer moments that matter. At Acquia, we believe in the power of community — giving our customers the freedom to build tomorrow on their terms.

Acquia is helping some of the world’s leading brands succeed, including Twitter, Mercedes Benz, Warner Music Group, and the BBC. More than 4,000 organizations are using Acquia’s solutions for content, community and commerce.

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  • Live at: Mar 24 2020 10:00 am
  • Presented by: Lynne Capozzi
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