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