Experience-driven Commerce

Experience-driven Commerce

Experience-driven Mobile & Commerce – How Mobile, the Cloud and Microservices will help get you there, seamlessly and effortlessly.

We all know mobile technology has reshaped human behavior, enabling people to convert thoughts & desires into actions instantaneously as they interact with the digital world through their devices of choice.

Today’s digitally empowered consumers drive interactions throughout the customer life cycle, not brands and corporations, demanding accessibility, expediency, along with an engaging, personalized experience.

“Digitally savvy consumers are now at the center of what analysts call the Age of the Customer. Whereas brands once controlled the flow of information about products, consumers are now in charge throughout the customer lifecycle.”

Realigning your business strategy, channels and digital organization to put the customer in the center is not an easy task, however, it’s a necessary beginning toward ultimately transforming your business and becoming a recognized leader in delivering experience-driven journeys to your customers.

“A perfect storm is ahead.

Business leaders are faced with the prospect that as Millennials come to dominate the market, customer expectations will increase still further. The company that can’t efficiently and effectively transform customer data into personalized and predictive customer experiences is ripe for disruption by new technology-powered innovators.”

In order to lead as an experience-driven, customer-focused organization, you must innovate and transform your internal infrastructure. Let us provide you with the skill and experience necessary to get you where you need to go.

Here are the top 3 foundational elements of an experience-driven transformation road-map:

  1. Transform your business strategy to one that is customer-focused, mobile-first, and experience-driven.

As consumers have transformed the way they interact and shop, so must every organization.  Adopting a mobile first strategy is only the beginning. Companies must adopt a new, experience-driven approach as part of their culture and way of doing business, across all channels and throughout their entire organization. Which means you need to find a way to break down the walls between web, mobile, brick-and-mortar, social and call center to begin transforming your business.

Retail has a new paradigm: Embrace it!

Consumers identify with brands, not channels. If your loyalty lies with maintaining your channel-driven organizational structure, then you will soon find your brand falling off your customer’s radar.

In order to lead, you must innovate and transform.

Key goals of your digital transformation

– Transform Product, UX and digital delivery teams to become more agile, tech-savvy, and laser-focused on the customer, capable of delivering cutting edge digital solutions faster to market.

– Build digital content teams who are skilled at creating rich, engaging, branded content that can be woven into the experience-driven journeys created by your digital design team.

– Strive to achieve a culture of data-driven thought leadership. Introduce mechanisms to capture metrics as part of your customer experiences, while leveraging analytics and continuous improvement processes in order to optimize the decision-making processes throughout your digital organization.

  1. Transform your Technology, Architecture and the Speed of Innovation: 

a. Mobility:

Digital Marketers, Product, UX and digital technology teams need to align and drive the mobile-first, digital road-map to deliver the immersive, content-rich experience-driven journeys your customers are looking for.

The Mobile Factor: Do you have it?

ROI is already being realized by companies that have aligned their organizations to become customer-first. According to the E-Commerce Times article,

“Cyber Monday [2017] Sales Shoot the Moon”, by David Jones, “Cyber Monday broke records as consumers picked up their phones and tablets and went looking for bargains they had come to expect on this day,” as per Taylor Schreiner, Director of Adobe Digital Insights.

In addition, “The increased use of mobile can be credited to better retail experiences, including changes to make the use of mobile much faster and easier,” according to Schreiner.

Adopting a mobile-first strategy is a key component of having an effective experience-driven digital organization.

b. The Cloud: 

The cloud represents the critical structural foundation required to enable your Product, UX and technology teams to deliver agile, digital solutions at the speed, scale, elasticity, reach and cost you need to meet your business goals.

Cloud Computing providers generally offer 3 different models, with each representing a different part of the cloud computing stack:

1. Infrastructure-as-a-Service (IaaS):

a. Covers the basic building blocks for cloud IT
b. Provides access to networking, virtual or dedicated computing and data storage
c. Provides the highest level of flexibility & management control over your IT resources

2. Platform-as-a-Service (PaaS):

a. Removes the need to manage the underlying infrastructure (hardware & OS), allowing you to focus on the management & deployment of applications
b. Generally, lessens your concerns over resource procurement, capacity planning, software maintenance, patching…

3. Software-as-a-Service (SaaS):

a. Provides a completed product, run & managed by the service provider
b. This type of software is often represented by end-user applications
c. Generally, lessens your need to think about; how the service is maintained, how or what type of infrastructure is required, what operating system is being used…

In addition, Cloud Computing providers typically offer 3 deployment models to suit your choice of cloud ecosystems:

1. Cloud:

a. All parts of the application are fully deployed in the cloud

b. Best suited when infrastructure flexibility is a high priority

c. Can be built upon low-level infrastructure components, or use higher level services that can abstract from the management, architecture & scaling requirements of core infrastructure

2. Hybrid:

a. Represents a way to connect Infrastructure & applications between cloud-based and existing non-cloud resources

b. Provides an effective means of growing an organizations infrastructure in the cloud while connecting cloud resources to internal systems

3. Private:

a. On-premise, deployed “cloud” resources using virtualization and resource management tools

b. Does not typically provide many of the benefits of cloud computing, but is often used when a dedicated resource architecture is preferred

c. Resembles legacy IT infrastructure while using application management & virtualization technologies to improve resource utilization

Today, cloud capabilities are vast, covering several pay-as-you-go cloud use cases, such as:

  • Websites:
    • Rapidly deployable, scalable, high-availability computing and data storage
    • Scalable Virtual Machines, cluster management, database software services and repositories, load balancing, DNS management…
  • Mobile:
    • Mobile Backend services (authentication, data storage, backend logic, push notifications, content delivery, analytics…)
    • Mobile application monitoring
    • API Gateway services
    • Preconfigured mobile device farms for app test automation
  • Databases & Storage:
    • Scalable, high-performing, secure, Relational & NoSQL databases & object repositories
  • Big Data, BI, AI & Analytics:
    • Big Data / Data Warehouse frameworks
    • On-demand Big Data analytics, including click stream and log analysis
    • Real-time data streaming
    • On-demand personalized content suggestions
    • Business Intelligence (BI) reporting
  • Back-up & Recovery:
    • Back-up & recovery for all data storage types (database, object, file…)
  • High Performance Computing (HPC):
    • Highly scalable, high-performing, secure Parallel / Cluster computing
  • DevOps, Containers & Microservices:
    • CI/CD Pipelines, Build Servers and code repositories
    • Independently scalable, isolated Container workloads (web servers, app servers, message queues, microservices…)
    • Batch / ETL processing
    • Provides key enablers for the optimization of the technology delivery organization, including;
      • Streamlining development through the use of cutting-edge DevOps tools and highly automated processes.
      • The ability to instantiate scalable environments for development, performance testing, QA, production, etc… in near-real-time.
  • E-Commerce:
    • Preconfigured eCommerce platform images (Magento, OpenCart, WooCommerce, Zen Cart, Spree and more) to kickstart a new eCommerce platform
    • Globally-enabled, secure, high-performing, auto-scaling e-commerce platforms

Migrating your infrastructure and digital operations to the cloud is an essential foundational element of your experience-driven journey.

c. Microservices:

Addressing the challenges and failures of legacy application architectures must be part of an organization’s cloud migration strategy in order to achieve an optimized return on its technology investments. Monolithic, siloed legacy architectures can be large and complex, making them slow to change and vulnerable to falling out-of-step with the speed of business. Legacy systems typically lack the architecture and sophistication required to reach all your customers across all channels and devices at the right time.

A well-crafted microservices architecture can help you create an optimized, “bi-modal” enterprise ecosystem, allowing you to have both; an agile, digital omni-channel solutions platform, while allowing your legacy stack to focus on your day-to-day enterprise needs.

With a design built on a global framework of scalable, independent / decoupled, specialized services, microservices can be rapidly deployed, while being scaled instantaneously based on real-time application demands, providing you the seamless global reach you need, when you need it.

Incorporating a microservices architecture into your digital ecosystem is critical to achieving the goal of becoming a leader in delivering the experience-driven solutions your customers are looking for.

  1. Build your Experience-Driven journeys to wow more customers and keep them coming back:

Impress customers and Increase conversions by building engaging, personalized experiences across all channels. Here are a few ways to start:

a. Create Mobile apps that drive in-store, personalized experiences using in-store NFC transponders providing shoppers location-aware, targeted branded content and personalized offers both, in-store and on their mobile devices.

b. Drive targeted, social / cross-channel promotions to your customers across all their devices.

c. Build your buy online, pick up in-store feature, allowing customers to easily shop from any channel online and pick up the same day in-store. Create a seamless, convenient buying experience for your customer by sending order status updates and pick up time instantaneously via email or text.

d. Launch that integrated, omnichannel rewards program your customers have been waiting for. Enable your customers to easily earn points at every touch-point and redeem using any channel, without a key card.

e. Let your customers know you care! Integrate your customer’s profile, preferences, cart, wish-list, registry…seamlessly, across all channels, creating that frictionless shopping experience your customers deserve.

f. Create live, in-person customer service experiences in your stores using mobile customer service / checkout registers, allowing in-store associates to service & checkout customers quickly and easily.

Plagued by lost sales due to out of stock items? In-store associate can easily search for out-of-stock items, regardless of channel and location and place the order on-line and have it shipped directly to the customer.

How we help our clients:

Cephissus is passionate about delivering the highest level of personalized service for our customer’s. . Cephissus products, UX, design and engineering teams specialize in creating rich, immersive, experience-driven solutions with the speed-to-market you need to wow more customers at the right time – and keep them coming back.

Our mobile, cloud and microservices solutions leverage the use of the latest innovative web platforms and languages, (think NodeJS, ReactJS and AngularJS) that deliver scalable, resilient, seamless omni-channel enabled experiences that will improve user encounters who shop online.

Don’t let potential customers pass you by. Get connected and start your experience-driven transformation today.

Let Cephissus show you how!