Leading Independent Consulting Firm and Sitecore Data Shows Firms Seeking to Integrate Digital Experience Technologies to Drive Growth

SAN FRANCISCO and AUSTIN, Texas, March 12, 2015 /PRNewswire/ -- Sitecore, the global leader in customer experience management, today announced the results of a February 2015 commissioned study conducted by Forrester Consulting on behalf of Sitecore, which demonstrate the need for brands to integrate customer data to offer the relevant, multi-channel digital experiences that create customers for life and competitive differentiation. According to the study, which leverages data from Forrester's Business Technographics surveys and responses from US business technology decision-makers, lack of integration currently plagues most firms' digital experience delivery, hindering customer success.

Key findings, "Firms Seek to Integrate Digital Experience Technologies To Drive Business":

• Poor integration is the No. 1 barrier to digital experience delivery. 78% of respondents cited improper integration as their number one impediment to delivering successful digital experience initiatives.
• Firms invest in digital experience components but often leave them in content silos, hampering process and consistency. 72% of those surveyed report an excess of content repositories as an impediment to digital experience delivery.
• Investing in digital experience technologies drive topline growth. Businesses technology decision makers see good digital experience as drivers of improvement in customer lifetime value (82%), topline revenue (81%), customer retention (75%), and conversion rates (71%).
• Digital experience investments also help the bottom line. Respondents noted that digital experience initiatives led directly to reduction in expenses, including savings in customer acquisition costs (78%), marketing campaign operations (68%) and merchandising operations (63%).

As customers interact with brands across an increasing number of channels and devices, businesses are beginning to invest in technologies to create personalized experiences across multiple touchpoints. Many firms currently rely on channel- specific technologies, but forward-thinking organizations understand that as technology evolves, they need flexible systems that can integrate easily.

According to the study, digital experience success "doesn't reach full potential without integrated and centralized technology, content, and organizational structures that foster the cohesive, channel-agnostic interactions customers anticipate." As the technology landscape evolves, businesses need to shift from disparate, channel-specific technologies to flexible systems that easily integrate to deliver personalized, end-to-end digital customer experiences at scale.

"Businesses still struggle with pulling together data from different channels and creating a connected experience," said Darren Guarnaccia, chief strategy officer, Sitecore. "It's quite complex to execute, analyze, and report on that strategy across every customer interaction. The very best software collects information anywhere your customers are and connects it across any channel – so you can focus on the experience and build lifetime customers."

For a complimentary download of the study, please visit www.sitecore.net/IntegratingExperience.

To speak to the Sitecore team in person about the study results, visit booth 624 at the DX3 Conference in Toronto on March 12, 2015 or booth 343 at South by Southwest Interactive (SXSW) in Austin, Texas from March 15-18, 2015.

About Sitecore
Sitecore is the global leader in customer experience management. The company delivers highly relevant content and personalized digital experiences that delight audiences, build loyalty and drive revenue. With the Sitecore® Experience Platform™, marketers can own the experience of every customer that engages with their brand, across every channel. More than 4,400 of the world's leading brands – including American Express, Carnival Cruise Lines, easyJet and L'Oreal trust Sitecore to help them deliver the meaningful interactions that win customers for life.

For more information, visit: www.sitecore.net.

Media Contact
Emily Iwan
Sitecore
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Analyst Relations Contact
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Sitecore
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SOURCE Sitecore