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3 Strategien, um Ihre Customer Experience zu verbessern

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
Recorded Jun 29 2020 46 mins
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Presented by
Jacob-Jan Walburg, Inviqa, Sales Director für die DACH-Region, Florian Schwendner, Director Partner Management bei Acquia
Presentation preview: 3 Strategien, um Ihre Customer Experience zu verbessern

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  • Channel
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  • Low code tools and decoupled components: the best of ALL worlds Oct 7 2021 11:15 am UTC 51 mins
    Ron Northcutt, Director of Developer Advocacy, Product Marketing, Acquia
    Fully decoupled architecture offers immense freedom to develop, but when it comes to managing and updating a decoupled experience, developers can get stuck maintaining a system that only they can access. What starts off as flexibility to innovate, becomes a burden to manage.

    Low code tools give non-developers the freedom to design, assemble, and manage content for sites and applications, but they lack the ability to create the more advanced integrations and experiences that they need. The control over the experience is limited by the lack of advanced coding.

    Hybrid architecture provides the best of both worlds. It provides low code tools to empower business users, and it frees up developers to do what they do best - build and innovate. Watch our on-demand webinar to get a breakdown on the difference between decoupled and hybrid architecture and learn:

    • The limits of a fully decoupled approach
    • What low code means to developers
    • How hybrid architecture supports innovation and agility
    • How brands are transforming their digital experience with hybrid architecture with Acquia
  • HIT YOUR KPIs: use a CDP to enhance Personalisation leading to greater ROI Sep 29 2021 2:00 pm UTC 58 mins
    Brian Carlos - ROC Consulting; Jonathan Weber - Bounteous and Eric Fullerton - Acquia
    Join CMSWire contributor Brian Carlson, Acquia’s Eric Fullerton and Bounteous’ Jonathan Weber as they examine the benefits of deploying a CDP to deliver data-driven digital experiences to customers across the buying journey.

    In this webinar, you'll learn how a CDP can help retain customers and improve customer loyalty, whilst providing real-time insights and actionable guidance.
  • Step 1 For Website Relaunch: DON'T BUILD A WEBSITE! Sep 28 2021 11:15 am UTC 59 mins
    Ron Northcutt, Acquia; Tim Lehnen, Drupal Association; Martin Anderson-Clutz Senior Solutions Architect, Northern Commerce
    To keep up with technology and search engine algorithms, most organizations need to redesign their websites every 18 months to 2 years. But as consumer expectations continue to rise at exponential rates, building a new website isn’t the answer.

    What forward-thinking brands need is a platform that will set your team up for success by freeing up the developers to work on bigger initiatives and helping marketers bring their vision to life.

    So how do you change your approach from building a website to building a digital engagement engine? Watch our on-demand panel of Drupal experts to learn:

    - A new mindset for creating digital experiences
    - Best practices for approaching website relaunches
    - The benefits of leveraging Drupal for content management
    - What tools you can use to change the way you work
  • Industrialisation et personnalisation de l'expérience client Sep 23 2021 8:00 am UTC 105 mins
    Cédric Demeulenaere, Anthony Colichio, Maya Vanard, Benoit Watrigant, Nicolas Calmon
    De nombreuses marques françaises ont eu du mal à mettre rapidement en place des solutions digitales face aux perturbations qu’a engendré l’année 2020. En effet, 34%* d’entre elles trouvent les technologies difficiles à utiliser et 31%* font face à des silos de données.

    L’enjeu majeur auquel les organisations font face aujourd’hui, c’est avoir les moyens de lancer ou maintenir une stratégie de transformation solide dans l’ensemble de leurs composantes digitales.

    Durant cet événement annuel Acquia, nous vous proposons d’assister à des témoignages clients et avis d’experts autour de ces sujets cruciaux comme :

    - l’industrialisation des propriétés digitales
    - la gestion d’un intranet performant
    - la personnalisation des contenus grâce aux données client en pouvant s’adapter à l’élimination des cookies en passant à système de first-party data

    *données issues du rapport CX mené par Acquia sur un panel de 80 marketeurs et 8000 consommateurs
  • Inside scoop: How Acquia moved to Drupal 9 and revamped Acquia.com Sep 22 2021 12:15 pm UTC 58 mins
    Dries Buytaert, Acquia; Angela Byron, Acquia; Tim Lehnen, Drupal Association; Mariam Ahmad, Acquia
    Migrating to Drupal 9 has been the topic of conversation for Drupalists everywhere since the announcement of Drupal 7’s end of life. If you are still on Drupal 7, or recently made the leap to Drupal 8 or Drupal 9, you aren’t alone. Acquia’s own digital marketing team recently made the move to Drupal 9 and completely revamped Acquia.com in the process.

    Speakers:
    - Dries Buytaert, Acquia Founder & CTO
    - Angie Byron, Senior Director, Product & Community Development
    - Mariam Ahmad, Senior Director, Digital Marketing
    - Tim Lehnen, CTO, Drupal Association

    Discussion points:
    - Drupal 7 to Drupal 9 Migration best practices
    - Acquia’s path to Drupal 9
    - The coolest new features in Drupal 9
    - How Acquia is leveraging Drupal 9 and our own products to enhance customer experience
  • A cookieless future is coming...are you ready? Sep 22 2021 11:15 am UTC 47 mins
    Tom Bianchi, VP EMEA Marketing and Alan Botwright, Master Solutions Architect, Acquia
    Google’s recent announcement that it was planning to ‘phase out support for third-party tracking cookies in its Chrome browser within two years’, has been viewed by many as the final blow in the death of third-party cookies in marketing. It is also the latest wave pushing us toward stronger privacy-focused open web standards.

    But what does the death of third-party cookies mean for marketers? In a nutshell, it means that you must develop a powerful first-party data strategy to win the trust and loyalty of your customers. And the time to take action in order to future proof your digital strategy is now.

    In this webinar we will explore:
    - Evolving from customer acquisition to consent-driven personalisation
    - The rise of the Customer Data Platform (CDP)
    - Why a first-party data strategy requires data unification across the customer lifecycle

    he power lies with you as a marketer - seize this moment as an opportunity for personalisation and higher customer privacy standards. Hear us discuss how both businesses and consumers will benefit from this change by allowing consumers to play an active, upfront role in their own data-driven experiences.
  • Higher Education: Using a DXP to Deliver Truly Personalised Student Journeys Sep 21 2021 11:15 am UTC 25 mins
    Agnes Lind, Associate Solution Engineer, Acquia
    There's no getting around the fact that Higher Education institutions have had to pivot their digital strategies over the past 12 months or so.

    Pretty much every business is now digital first, but imagine what you could achieve by implementing a Digital Experience Platform (DXP) to deliver truly engaging, personalised student journeys from start to finish.

    This webinar will give you a succinct overview of what a DXP can deliver for you, including increased profitability, increased engagement and more business agility, allowing you to future proof your higher education institution.
  • Drupal 9 Upgrades Made Easy Sep 21 2021 3:00 am UTC 28 mins
    Kara Hall, Product Marketing Manager, Acquia
    The truth is upgrading to Drupal 9 is radically easier than any previous major version upgrade.

    We share the details at our upcoming webinar:

    - What's New in Drupal 9 and Why Do You Need To Upgrade
    - The best way to prepare for upgrading to Drupal 9
    - The Risks of Staying in Drupal 7 After End of Life
    - A Quick Guide To Migrating Drupal Content
  • Airbus Webfactory project Recorded: Sep 14 2021 19 mins
    Barbara Drago, Digital Platform Leader, Airbus
    Airbus décrit les raisons du choix Acquia pour développer sa webfactory
  • 90-Days to Digital Commerce Success: Industrial Manufacturing Case Study Recorded: Sep 14 2021 46 mins
    Dr. Ali Alkhafaji, TA Digital, Alex Dal Canto, Acquia & Susan Nedved, SVP Worldwide
    One of the surprise trends of stay-at-home behaviour during the pandemic was an explosion of interest in cooking. When demand for new recipes surged, so did demand for small home appliances. Learn how a leading industrial manufacturer revamped their approach to e-commerce and was able to seamlessly scale their digital store to meet the increased demand.

    Join Acquia and TA Digital to learn how they transformed their digital business to meet customer expectations and accelerated their growth in just 90 days:

    - Quickly shifting from a slow and fragile desktop-focused platform to a composable, mobile friendly one
    - Delivering a secure and seamless checkout experience
    - Streamlining the shopper experience by scaling digital content around their catalog with how-to-videos, streamlined copy and SEO optimisation
  • Amazon Web Service X Acquia: DIY Digital Experience Hosting is Dead Recorded: Sep 14 2021 48 mins
    Danielle Greshock, Sr. Mgr, PSA, Americas ISV at AWS & Maggie Schroeder, Senior Product Marketing Manager at Acquia
    Delivering a digital experience requires time and effort. Sure, hosting a digital experience might seem like it’s as easy as spinning up a server in the cloud and it may even seem like the most cost-efficient option in the short term but you will quickly learn that it’s just the tip of the iceberg.

    It’s not uncommon to start with a DIY effort but the complexities and challenges of security, cost and scale will quickly come to fruition. You may find yourself in endless cycles of maintenance and skyrocketing hardware costs thinking you’re in too deep. But don’t worry, you don’t have to throw out all of your hard work. By combining your AWS cloud infrastructure with Acquia you get the cutting edge services of the most respected hosting service with the added benefit of Drupal-specific platform and support.

    Watch our on-demand webinar featuring the powerful combination of AWS and Acquia. You will learn:

    - What makes a best-in-class cloud platform for hosting digital experiences
    - The hidden or underrepresented cost of DIY
    - How you can get to market faster with a fully managed platform built to host and deliver digital experiences

    We’ll show you why now is the time to stop living in the past. And how to launch yourself into the future.
  • Experience Acquia Germany 2021 Recorded: Sep 14 2021 84 mins
    Andreas Frank, AVP Acquia
    Erfahren Sie auf der Experience Acquia Germany exklusiv von unseren Kunden Fitness First und der Schwabe Group, was genau deren digitale Erlebnisse attraktiv und relevant macht und wie sie Acquia-Lösungen dafür nutzen.
    Zusätzlich geben wir wertvolle Tipps, wie Sie es schaffen, eine optimale Customer Journey über alle Kanäle hinweg anzubieten.
  • Web Content Engagement VS Digital Experience - Solving the Disconnect Recorded: Sep 14 2021 36 mins
    Cam Strachen, Marketing Cloud Director (APJ), Acquia
    Customer experience (CX) should be what every company strives for. Yet many consumers seem disappointed.

    Companies tout the latest technology that analyse engagement data collected on-the-fly, tracking how well CX efforts enhance experiences; BUT many are missing the mark.

    The Major Disconnect: consumers are bombarded with information via different channels— keep your customers website content and communications in sync?

    Watch this on-demand webinar to learn about:

    - First touch personalisation based on paid media campaign
    - Conversion: Onsite personalisation driving to web form enquiry
    - Nurture: Orchestrated journey
  • WORK WHILE YOU SLEEP: THE CMO’S GUIDE TO A 24/7/365 LEAD MACHINE Recorded: Sep 13 2021 46 mins
    Lynee Capozzi (CMO), Acquia & Brian Byer (General Manager), Blue Fountain Media
    There are more than 8,000 marketing technology tools available to help engage customers. But there’s only one that’s a constant for every business -- your website. While a website may feel like table stakes in 2021, creating a superior digital experience can be a game changer if done right.

    Watch Acquia CMO, Lynne Capozzi, along with VP and General Manager of Blue Fountain Media, Brian Byer, to learn the strategies and best practices for making your website the heart of your digital experience.

    In this session, you'll learn
    - How to get started on your website refresh (and convince your C-Suite why *now* is the time to rethink this important tool)
    - How to humanise and personalise your digital experience, so customers feel seen, heard and understood
    - How to create the most effective delivery model to revamp your website and set you up for future success by empowering marketers, IT, and developers all-in-one
    - About brands on the frontlines who have refreshed their website and driven stronger CX by rethinking their content and engagement strategy
  • Good Employee Experience = Successful Customer Experience Recorded: Sep 13 2021 48 mins
    Ryan Picchini (Director of Product Marketing), Acquia & Alan Pelz-Sharpe (Founder), Deep Analysis
    As our world is increasingly online, improving the customer experience has involved huge advances in website, mobile application and ecommerce design. However, a critical part of ensuring that the customer is happy is one that is often underestimated: a good employee experience. Though there have been major improvements to customer websites, the same cannot be said for the employee side of the equation. In this on-demand webinar:
    - We will provide practical advice on how to level-up an intranet, a knowledge management system or a portal.
    - We will explore how to reframe, reimagine the employee/customer experience.
    - You will learn how to take some lessons from the customer side of the business and employ them to the employee experience.
  • Low code tools and decoupled components: the best of ALL worlds Recorded: Sep 13 2021 51 mins
    Ron Northcutt, Director of Developer Advocacy, Product Marketing, Acquia
    Fully decoupled architecture offers immense freedom to develop, but when it comes to managing and updating a decoupled experience, developers can get stuck maintaining a system that only they can access. What starts off as flexibility to innovate, becomes a burden to manage.

    Low code tools give non-developers the freedom to design, assemble, and manage content for sites and applications, but they lack the ability to create the more advanced integrations and experiences that they need. The control over the experience is limited by the lack of advanced coding.

    Hybrid architecture provides the best of both worlds. It provides low code tools to empower business users, and it frees up developers to do what they do best - build and innovate. Watch our on-demand webinar to get a breakdown on the difference between decoupled and hybrid architecture and learn:

    • The limits of a fully decoupled approach
    • What low code means to developers
    • How hybrid architecture supports innovation and agility
    • How brands are transforming their digital experience with hybrid architecture with Acquia
  • Delivering Meaningful Digital Experiences in Higher Ed Recorded: Sep 13 2021 33 mins
    Maggie Schroeder (Principal Product Marketing Manager, Acquia) & Elliott Mower (Creative Strategy Director, Mediacurrent)
    The world of higher education is facing unprecedented transformation driven by evolving technology and new expectations of success . The methods for attracting students, and maintaining solid relationships with them throughout their educational journeys and beyond, are shifting rapidly.

    Today, both current and potential students expect access to the information and services they want, when they want them, on the platforms of their choosing. The ability to meet those expectations will be key to the success of any higher education institution.

    While technology has created challenges for the world of higher education, Acquia & Mediacurrent’s innovation and strategy can help you catch up, and keep pace, with today’s students.

    Join experts from Acquia and Mediacurrent as they answer questions like:
    - How do you deliver the right content to students on the right channels at the right time to enhance their experience with your institution?
    - How can you create dynamic experiences using low-code or even no code technologies?
    - What’s the best way to introduce personalisation into your practice to acquire and retain new students and support your faculty and staff?
    - How do you ensure proper governance and a unified brand experience across your digital ecosystem?
  • Linkedin Live: Expert Panel on creating superior Digital Experiences Recorded: Sep 10 2021 34 mins
    Tom Bianchi, VP Marketing, EMEA at Acquia
    This is a short and to the point expert panel discussion featuring Andrew Millar from the University of Dundee and Natalie McLeod from 15Below. We discuss their brand's digital experiences, as well as some perspective on how things might evolve in the future.

    Key take aways:
    - How consumer expectations have changed in light of the pandemic (84% of consumers have used digital channels more in 2020)
    - Key areas to focus on for the next 12-18 months to improve your Digital Experience offering
    - How recent changes in privacy (think the end of the cookie) are likely to impact Digital Experience and how leaders should be thinking about this
  • All Eyes on the B2B Buyer: From Retention to Results Recorded: Sep 9 2021 48 mins
    Marianne Hewitt (The Growth Strategy Group), Annette Sandler (AVIXA), Tom Bianchi (Acquia), & Liz Bateman (Highlands Digital)
    In order for marketers to retain value and greater loyalty with customers and the desired content, it is fundamental to keep the focus on the B2B buyer’s experience. What can marketers do to create a customer-centric strategy that optimizes retention?

    To be discussed:
    - How marketers can nurture the entire customer lifecycle with immersive engagement
    - How leaders are embracing digital change in B2B
    - Best practices for prioritizing B2B buyer trust and loyalty that stays
    - B2B elements: which ones matter the most and putting them to work
    - Problem resolution protocols

    Panelists:
    Marianne Hewitt, CMO at The Growth Strategy Group,
    Annette Sandler, Director, Live Content US/Canada, AVIXA
    Tom Bianchi, VP Marketing EMEA at Acquia
    Liz Bateman, Creative Director at Highlands Digital
  • Personalised Digital Experiences need Contextual Content- Are you Gen Z ready? Recorded: Sep 9 2021 62 mins
    Hosted by Tom Bianchi, VP Marketing EMEA @ Acquia
    What makes a great Digital Experience? Join us for this webinar to find out.

    You’ll hear from Jyotveer Gill from the University of Oxford’s Saïd Business School on how they equipped themselves with the right tools to transition to digital events and digital learning over the past 18 months. We'll also be joined by Georgie Barrat, tech journalist and host of the UK’s Gadget Show, who will address what the next generation of technology will bring when it comes to Generation Z consumers.
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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  • Title: 3 Strategien, um Ihre Customer Experience zu verbessern
  • Live at: Jun 29 2020 2:00 pm
  • Presented by: Jacob-Jan Walburg, Inviqa, Sales Director für die DACH-Region, Florian Schwendner, Director Partner Management bei Acquia
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