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Making the Digital Leap: How 7 Brands Made a Pandemic Pivot to Deliver Great CX

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Eric Fullerton
Senior Director Product Marketing at project44
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About the talk

Almost instantly, the Covid-19 pandemic transformed the way consumers engage with brands. As McKinsey described the shift, "We have vaulted five years forward in consumer and business digital adoption." Dig deeper into some of the key market trends, their continued impact on brands, and how 7 brands made successful pivots to deliver exceptional CX.  This is an invaluable chance to learn from those who did more than survive - they thrived. Take away key insights, including:

 

  • What today’s customer expects from a fully transformed, completely personalized online experience.

  • The ever-expanding volume of customer data that requires meticulous stewardship.

  • Asking specific questions can help ensure you’re offering the CX your customers demand.

 Understand how to Covid-19 has impacted brands and how you can leverage their success

00:00 Intro

00:28 Eric Fullerton

01:55 Changes 2021

03:06 Agility Matters

04:08 Corporate site

05:30 Adding tasks

06:20 Impact of Covid = Digitalization

07:24 The Results

09:39 Content & Data

10:07 Acquia Drupal cloud

10:30 Stories of different Companies

10:37 ISGM

13:40 King Arthur

16:52 MARS

20:29 Lululemon

23:00 LIDS

24:02 GODIVA

27:00 Covid-19 analysis dashboard

27:30 Drupal cloud vs Marketing cloud

28:30 Q&A

About speaker

Eric Fullerton
Senior Director Product Marketing at project44

Experienced Product Marketing leader and digital experience evangelist with demonstrated experience working in SaaS technology and computer software. Dedicated to helping customers and partners deliver better customer experiences.

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We have are for tonight. Use me Eric bulletin, the lead product evangelist from Africa. I am very interested to hear from from Eric Eric. You've done so well at maintaining this great spot in Gartner's, magic quadrant, and we're all just very excited to have you here today and thank you for sponsoring the stage is worth. Awesome. Thank you. I appreciate it. And I always appreciate a good nod to, to the magic quadrant. So, so thank you. We just rolled out the new won, the 2021 magic

quadrant Chopper digital experience platforms from from Gartner show. I'd recommend that read, but I'm not really going to talk about that too much today. In fact not even going to talk about Aqua too much. Today. I'm certainly not going to talk about myself too much today. I've already been introduced so I'll save it there. But what I really want to talk through is the organization's, the Brand's, the companies, who have really had to make some very significant pivots in in response, the covid-19 pandemic. How they did that.

And then I also because we're in a really unique position at acquia. We have over 4,000 customers, lots of different Industries and in Brands, we have some, some interesting, some kind of interesting, positioning on how we're seeing the market in the world going. And then beyond that, we actually commissioned a study recently to try to gauge what some of these impacts are four mutations and breast. And I don't know, share that a little bit as well. So as we as we head into the beginnings of 2021, we know that we're facing, I'm kind of just level setting for a moment, right? We're facing

more uncertainty, more change more risk, and I've seen this uncertainty seems to be the only certainty in 2021. We

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February 10 - 11, 2021
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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