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Personalisation

Delivering tailored, contextual customer experiences is not as hard as you might think.

Just get started

As a marketer, you know you want to deliver personalised experiences, but very few brands, in our experience, actually know how to get started doing so. Marketers appreciate the value of contextual experiences, but are either intimidated or overwhelmed by what they perceive would be a substantial effort, or their organisational silos are too big a hurdle to wholly focus on the customer, or maybe they think gathering the data on customers that personalisation requires is a bit creepy. Our recommendation? Just start. Take baby steps—crawl first, then walk, jog and run. With Sitecore, it couldn’t be easier to put your customers' unique needs at the centre of everything you do (and do it pretty much out of the box).

Why should you personalise? And for whom should you personalise?

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Personalisation demystified

Research shows that organisations that personalise realise an average 19% conversion uplift. What are you waiting for? Watch now
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How to choose target audiences for personalisation

Don’t trust your gut or over analyze which audiences you choose to deliver personalised content. Let PIE come to the rescue. Learn now
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Data and application silos, fractured organisations and brand-centric thinking deter personalisation for many brands. Start thinking about it differently with our nine-step process for delivering contextual experiences.
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It’s not as hard as you might think. Go for the low-hanging personalisation fruit with these ten examples for context marketing with the Sitecore® Experience Platform™.

Do the right thing. At the right time.

The Sitecore® Experience Platform™ (XP) makes it easy to tailor every experience based on current and past interactions with your brand, in real time, wherever the customer is. How? By helping you understand your customer. For instance, Sitecore helps you understand customer intentions based on:
  • Inbound sources: What prompted a visit and where did it come from?
  • Anonymous data from digital fingerprints: What geography are they visiting from? What season is it there?
  • On-site behavior: What content did they consume? Which pages did they visit? What did they enter in the search bar?
  • Integration: Data from other data sources—e.g., your CRM, contact center help system, or enriched data based on IP lookup—can tell you a lot. Sitecore XP’s Experience Database can tap into it all.

Then, Sitecore XP lets you choose from several personalisation approaches:

  • Rules-based personalisation: You define the conditions under which content is delivered to a customer. For example, you can set rules based on the IP address or physical location of your visitors, the keywords they use to reach your site, their mobile device, or the goals that they achieve on your website to determine the content that is displayed.
  • Adaptive personalisation: Use visitor profiles and pattern-card matching to dynamically adapt the content shown to visitors in real time. You can set adaptive personalisation rules in Sitecore XP’s Rules Set Editor.
  • Historical personalisation: You can set rules that personalise content based on a contact's historical or past behavior, rather than their actions from the current session (after all, context is what comes before and after the present).
  • Test and then personalise: With Sitecore XP, you can use A/B and multivariate testing to assess your content and use the test results to optimise for conversion rates against your site's goals. You can also use testing to assess which type of content works best with certain segments of your visitors.
  • Journey-based personalisation: Design user journeys with Sitecore XP using advanced business logic, and use them to help assess where your customers are in their journey with your brand. Then you can use triggers to advance them through their journeys in context of how far along they are.
All the tools and information you need to deliver contextual customer experiences are in one place with Sitecore XP. So there’s no need to log into another system or learn another process. Personalise content in minutes for every customer, on every channel. Customise interactions from the very first anonymous visit based on third-party data, digital fingerprints, and in-session content consumption. And Sitecore XP also lets you test the performance of personalised content against default content, giving you real-time results for personalisation effectiveness. As you gather more insight about customers, you can continue to optimise their experiences.

Know what they want before they do

Predict what will meet your customer’s needs—and respond in real time.
How others do it
When you don’t know someone, it’s impossible to guess what they want or need, and customer interaction data siloed by channel doesn’t give you the 360-degree customer view you need for personalised experiences.
How Sitecore does it
Sitecore XP can collect the visitor’s intent in real time and then respond with the most relevant experience. As you get more data and insights, you can market in context in a more advanced fashion and at scale.
The result
Real time and historic data about every customer interaction with your brand, plus robust content management and omnichannel delivery means you can continually gather customer insights and deliver contextualised experiences that’ll keep them connected forever.

How Sitecore meets marketing challenges

Marketing campaigns

Orchestrate every digital marketing activity across every channel on one unified platform. 

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Mobile solutions

Let mobile off the leash. Here’s why mobile is about people, not devices—and what that means for you.

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Personalisation

Think one-to-one marketing is just a fairytale? Think again. See how we make fine-tuned personalisation simple.

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360° customer view and analytics

A single view of the customer puts the impossible within reach. Smash down silos and turn data into action.

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Marketing automation

When you communicate in context of customer interactions, customers will look forward to your next email.

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Testing and optimisation

If you don’t test, you’ll never learn. See how easy we make it to test and optimise customer experiences.

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Commerce

Customer experience doesn’t end at purchase. Combine content with commerce and watch your sales grow.

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Content management and governance

 Learn how we give you total control over your content—as well as total peace of mind.

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