Squiz Summit 2019 – making DXP work for you AND your customers
Change was in the air at this year’s Squiz Summit. From new product reveals and the announcement that Squiz is rapidly growing its Digital Experience Platform (DXP) capabilities, to ‘hyper personalisation’ tactics, the clear message to attendees was that the old customer experience (CX) rules no longer apply.
The jam-packed agenda, spread over one and a half days, had a very clear mission statement; in the words of Squiz CEO, JP Syriatowicz: “to help you make sense of and manage your customers’ digital experience”.
If you weren’t able to attend this year’s Summit, here are our top takeaways from #squizsummit 2019…
1) Expanding the Squiz DXP capabilities
While Squiz is already an established DXP provider, Summit showcased how its previously distinct product set has evolved into one holistic DXP solution. “You know us as CMS and search, but Squiz DXP is about customer success – relationships over transactions”, revealed Syriatowicz in his opening keynote. “We’ve changed our language because we’ve changed our focus – from what products are called, to what they can do. Our new focus is on creating open, integrated, and helpful digital experiences – for both you and your customers”.
2) Content publishing can be simple.
The importance of a platform that works for both customer and end-user was hammered home in the product session, presented by Squiz Matrix product manager, Bart Banda. Banda treated attendees to a 5 minute crash-course in headless CMS architecture (using the Summit app and website as examples) and why the new Content API is crucial for surviving the digital content evolution, followed by a sneak peek and vision of Matrix 6 and how its new authoring interface and experience gives users the ability to create and publish multi-component webpages within minutes. Banda’s key message: “Matrix 6 is about having fun with publishing content in a DXP, while delivering a great customer experience”.
On day 2 of Summit, Squiz implementation specialist, Vincent Manera, echoed Banda’s sentiments, demonstrating how new templates available in Matrix 6 enable users to rapidly deploy new websites simply and without code. Rapid deployment brings serious benefits for content publishers; including the ability to update and publish new content in a timely manner, but with the added assurance of a template that has important considerations, such as accessibility, ‘baked in’.
3) Putting the person back into personalisation
Another big reveal from Syriatowicz was DXP Datastore – a new cornerstone technology for creating data-driven “highly performant, highly personalised DXP”. While Squiz customers have long had the ability to create personalised experiences, Datastore will enable organisations to store data about customer interactions to deliver more relevant content in real time. It also syncs with existing data repositories such as CRM and other systems to create a comprehensive view of the customer journey.“Instead of targeting personas, you’ll be able to target real, individual customers and their needs”, explained Syriatowicz.
Later in the day, Squiz GM, Scott-Bradley Pearce, walked attendees through an example of what a truly personalised experience looks like. In his session ‘Humanising Your Digital Experience’, Pearce admitted that, through a very strategic and tailored trail of emails, triggered by his online search, he was tempted into spending more than $2,000 on vintage Nike Jordan sneakers (to gasps and laughs from the audience).
4) Integrations are your next priority (or at least, they should be).
Integrations were front and centre throughout Summit. Matt Adney, chief product officer, explained why the DXP Integrations Library will be such an important feature for Squiz customers in the coming years. “Through 2021, 85% of effort and cost in a DXP program will be spent on integrations” (Gartner Magic Quadrant for DXP, Feb 2019), revealed Adney. “With this in mind, we’re working to cut the cost of integrations by 50%”.
The secret to making integrations easier and more cost effective was outlined later in the day by integrations program manager, Carrie Han. Han, joined on stage by representatives from Google Analytics and FullStory, demonstrated how the DXP Integrations Library can empower Squiz customers to leverage integrations in a fast and cohesive way. With more than 100 integrations available, including new releases such as Mixpanel and Hotjar, Squiz customers can take advantage of some of the most cutting-edge CX tools available on the market.
We could go on! This post barely scrapes the surface of what was covered at this year’s Summit. We haven’t even touched on the gripping guest keynote from multi-award winning digital trends expert, Michael McQueen, or the insights from our industry-focus sessions for government and education, on day 2.
For those of you who joined us – thank you so much for sharing your knowledge and experiences with fellow delegates! For those who couldn’t make it, keep an eye on the Squiz blog for more insights gained from Squiz Summit 2019. See you in 2020!