This document discusses an omni-channel marketing cloud solution called the DigitalFactory. The DigitalFactory aims to help companies deliver consistent, positive customer experiences across all channels by providing capabilities for customer experience management, digital operations management, and underlying integrations. It discusses key challenges companies face in customer engagement and how the DigitalFactory addresses these through modules for content management, audience management, analytics, automation, security and more.

1. Omni-Channel Marketing Cloud
Mumbai | November 2016
Aaron Brongersma, Product Marketing Manager
Solutions Marketing - DigitalFactory
@abrongersma
/abrongersma

2. Engineer turned Marketer
Customer first marketing
DevOps aficionado
Enterprise Cloud Architect
Containers, API, AWS,
Mobile
Open-source / Enterprise
Software
Fighting for the Developer, DevOps and IT

3. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.3

4. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.4
Customer engagement has shifted…
You need to reach your customer:
• When they want
• Where they want
• How they want
And deliver a consistently positive, powerful
experience across all your channels

5. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.5
What I See Talking to Partner & Customers
Business
Problem
Technology
Challenge
Marketing
Challenge
Business
Impact
• Poor customer experience
• Inconsistent brand presentation
• Can’t meet the speed of the market
• ”Infrastructure” challenges
• Strained resources
• Technology silos
• Can’t meet needs of individual markets
• Suboptimal, inconsistent customer journey
• Costly rework and duplication of effort
• Lost sales and customers
• Poor brand leverage
• Displaced by competitors

6. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.6
TechnologyTechnology Business
The Promise of Digital Transformation is Pervasive
Business Technology
Digital Agencies System Integrators
Service ProvidersWeb Contractors
Content Providers Private Contractors
Out/Off-shore3rd-Party Designers
Web Developers
Mobile Developers
DevOps/IT Ops
Architects
Marketing Managers
Content Authors
VP of Digital
Digital Marketers
Biz & IT Productivity
Ecosystem Collaboration

7. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.7
Omni-Channel Experience

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Omni-Channel Marketing Maturity Model
Open Source
CMS Platform
Social Media
Integration
Strategic CMS
Platform
Device Level
Content
Advanced
Analytics &
Consulting
Corporate,
Personalization
Capabilities

9. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.9
Progress Targets Omni-Channel Customer Engagement @Speed
http:www.acme.com
Traditional Approach Rapid Omni-Channel Experience Approach

10. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.10
Customer Engagement @Scale is Also A Challenge
Large National
or Multi-National
Multiple
Brands
Multiple
Products &
Services
Multiple
Customer
Segments
Multiple
Regions
Multiple
Channels
 Business Impact
• Poor brand leverage & customer experience impacts revenue and growth
• Operational and infrastructure inefficiencies impact cost & expenses

11. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.11
What Is the DigitalFactory?

12. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.12
Customer Experience Management Digital Operations Management
Web Mobile Email* Social* IoT* Sites and Portals Web Apps Mobile Apps
Cross-Channel Engagement Centralized Sites and Apps Management
Content
Management
Audience
Management
Experience
Personalization
Experience
Optimization
Digital
Commerce*
Extensibility
and APIs
Continuous Delivery
and DevOps
Developer
Tools
Customer Analytics | Data Integration | Business Automation
Security, Governance and Compliance
Digital @ Global Scale -
Optimize the Customer Engagement Manage the “Infrastructure”
Marketing Technology

13. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.13
Customer Experience Management Digital Operations Management
Web Mobile Email* Social* IoT* Sites and Portals Web Apps Mobile Apps
Cross-Channel Engagement Centralized Sites and Apps Management
Content
Management
Audience
Management
Experience
Personalization
Experience
Optimization
Digital
Commerce*
Extensibility
and APIs
Continuous Delivery
and DevOps
Developer
Tools
Customer Analytics | Data Integration | Business Automation
Security, Governance and Compliance
Digital @ Global Scale -
Deliver cross-channel engagement Build & deliver websites & apps
Marketing Technology

14. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.14
Customer Experience Management Digital Operations Management
Web Mobile Email* Social* IoT* Sites and Portals Web Apps Mobile Apps
Cross-Channel Engagement Centralized Sites and Apps Management
Content
Management
Audience
Management
Experience
Personalization
Experience
Optimization
Digital
Commerce*
Extensibility
and APIs
Continuous Delivery
and DevOps
Developer
Tools
Customer Analytics | Data Integration | Business Automation
Security, Governance and Compliance
Digital @ Global Scale -
Core capabilities for Marketing Core capabilities for Technology Team
Marketing Technology

15. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.15
Customer Experience Management Digital Operations Management
Web Mobile Email* Social* IoT* Sites and Portals Web Apps Mobile Apps
Cross-Channel Engagement Centralized Sites and Apps Management
Content
Management
Audience
Management
Experience
Personalization
Experience
Optimization
Digital
Commerce*
Extensibility
and APIs
Continuous Delivery
and DevOps
Developer
Tools
Customer Analytics | Data Integration | Business Automation
Security, Governance and Compliance
Digital @ Global Scale
Underlying capabilities support both Marketing and Technology
Marketing Technology

16. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.16
Customer Experience Management Digital Operations Management
Web Mobile Email* Social* IoT* Sites and Portals Web Apps Mobile Apps
Cross-Channel Engagement Centralized Sites and Apps Management
Content
Management
Audience
Management
Experience
Personalization
Experience
Optimization
Digital
Commerce*
Extensibility
and APIs
Continuous Delivery
and DevOps
Developer
Tools
Customer Analytics | Data Integration | Business Automation
Security, Governance and Compliance
Digital @ Global Scale
Marketing Technology

17. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.17
So Let’s Talk Web Sites

18. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.18
How Progress Makes WCM Different
 Management of digital resources at global scale
• Not just management of marketing content but…
• Operational management ensures right content… right context… right time, all in the cloud
 Unmatched usability and user experience
• Our UI/UX expertise allows organizations to deliver compelling experiences with…
• Easy to use approach that supports marketers, developers and DevOps
 Unique blend of flexibility and control
• Separation of concerns breaks the tactical dependency on IT & enables marketing
• Provides business flexibility while providing strategic corporate governance

19. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.19
What About Mobile

20. DigitalFactory Provides Business and IT Value
Centralized
Site/Application
Management: reduce or
eliminate infrastructure
management complexity
Centralized
Site/App
Management
Easy Content
Creation and
Reuse
Easy Content Creation
and Reuse: content-first
approach, strong focus on
reuse with templates,
marketplaces, etc. Industry
Leading
Mobility
Blended Industry Leading
Mobility: mobility is blended in
the overall experience. Covering
all approaches – from
responsive, to hybrid, to native
(with NativeScript)

21. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.21
Progress for Mobile: Complete Lifecycle Support

22. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.22
How Progress Makes Mobile Different
 {N} - build native mobile experiences for every platform with single code base reusing
web skills
 First class data connectivity - integrate with any existing business system, database
based on DataDirect (industry leader)
 Our mobile toolset is not a dead end strategy, and allows you to expand to websites and
other delivery channels to provide fluent experience separation of concerns breaks the
tactical dependency on IT & enables marketing

23. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.23
Customer Engagement

24. DigitalFactory Provides Business and IT Value
Centralized
Site/Application
Management: reduce or
eliminate infrastructure
management complexity
Centralized
Site/App
Management
Easy Content
Creation and
Reuse
Easy Content Creation
and Reuse: content-first
approach, strong focus on
reuse with templates,
marketplaces, etc. Industry
Leading
Mobility
Blended Industry Leading
Mobility: mobility is blended in
the overall experience. Covering
all approaches – from
responsive, to hybrid, to native
(with NativeScript)
Customer
Journey
Optimization
Customer Journey
Optimization: “single view of
the customer experience.”
Simplifying fundamental aspects
like tracking, attribution and
personalization

25. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.25
The Need for Customer Journey Analytics
Customer
Journey
Web Sites
Emails
Mobile
Apps
Ads
Social
Google
Analytics
DoubleClick
Marketo
Eloqua
Optimizely
Facebook
Connect
Social
Analytics
 Many tools - no big picture
 Single source of truth?
 Insights combining even two of all
channels?
 Example: web and email
 Where are the Audiences?

26. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.26
Effective Omni-Channel Customer Experience is Difficult to Deliver
Omni-channel Development
• Struggle to provide omni-
channel customer experiences
• Difficult to incorporate existing
systems & data
• Struggle to respond to rapidly
changing business conditions
• Difficult to support breadth of
devices
Poor Customer Engagement
• No single view of the customer
experience
• Poorly designed customer journey
• Unable to act on data from multiple
systems that interact with the
customer
• Unable to take action based on
insights

27. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.27
PHASE 1
PHASE 2
PHASE 3
 Page Visits
 Bounce Rates
 Number of Contacts
 Leads
 Email Workflows
 Landing Pages
 A/B Testing
The Web Analytics Maturity Model
 360 Contact Profiling
 Audience Management
 Journey Analysis
 Personalization
 Content Attribution

28. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.28
The Big Picture
Data aggregation
and preparation
Digital
Experience
Cloud
Customer Journey Database
Customer Journey
Personalization & Optimization
Customer Journey Analysis
Marketing Automation
Social Media
CRM
Custom
Mobile Apps
Website
A B C D

29. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.29
Omni-Channel Analytics Questions
 What happened?
• Descriptive
 What could happen?
• Predictive
 What should we do next?
• Prescriptive

30. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.30
Strengths of the Sitefinity Digital Experience Cloud
Predictive and prescriptive analytics Unmatched data integration capabilities

31. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.31
Built for DevOps

32. DigitalFactory Provides Business and IT Value
Centralized
Site/Application
Management: reduce or
eliminate infrastructure
management complexity
Centralized
Site/App
Management
Easy Content
Creation and
Reuse
Easy Content Creation
and Reuse: content-first
approach, strong focus on
reuse with templates,
marketplaces, etc. Industry
Leading
Mobility
Blended Industry Leading
Mobility: mobility is blended in
the overall experience. Covering
all approaches – from
responsive, to hybrid, to native
(with NativeScript)
Customer
Journey
Optimization
Customer Journey
Optimization: “single view of
the customer experience.”
Simplifying fundamental aspects
like tracking, attribution and
personalization
Business
Driven
Automation
Business Driven
Automation: powerful
rules engine to “take rules
out of the code” and enable
self-service
Security,
Governance,
Compliance
Security, Governance,
Compliance: Global
governance with local
control

33. DigitalFactory Provides Business and IT Value
Centralized
Site/Application
Management: reduce or
eliminate infrastructure
management complexity
Centralized
Site/App
Management
Easy Content
Creation and
Reuse
Easy Content Creation
and Reuse: content-first
approach, strong focus on
reuse with templates,
marketplaces, etc. Industry
Leading
Mobility
Blended Industry Leading
Mobility: mobility is blended in
the overall experience. Covering
all approaches – from
responsive, to hybrid, to native
(with NativeScript)
Customer
Journey
Optimization
Customer Journey
Optimization: “single view of
the customer experience.”
Simplifying fundamental aspects
like tracking, attribution and
personalization
Business
Driven
Automation
Business Driven
Automation: powerful
rules engine to “take rules
out of the code” and enable
self-service
Security,
Governance,
Compliance
Security, Governance,
Compliance: Global
governance with local
control
Extensibility,
Delivery,
DevOps
Extensibility, Delivery,
DevOps: Everything
required to easily integrate,
extend, deliver and
manage at a global scale

34. Demo of Digital Experience Cloud