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Drupal for Business

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Drupal 8 and the Customer Experience

Michael SilvermanWritten by Michael Silverman
May 27, 2016 8:00:00 AM

During the Driesnote at this year’s DrupalCon New Orleans, Dries shared some exciting news about the future of the customer experience in Drupal 8.

Cross-Channel Customer Experiences

Customer experience is cross-channel; you need to know and understand your website users as they move from your site to different devices. By knowing your users you can understand when the right time is to send email communications instead of a text notification. The Internet of Things is changing the way users interact with your products and shop on your mobile commerce sites and your users expect you to know the difference. You no longer need a traditional website to communicate with your customers, so you need to be able to speak to them in different ways through a variety of different channels.

Dries shared this slide during his presentation, which really illustrates the shift we’re seeing in digital experiences:

Digital Experiences Slide

With Drupal 8, you can now take the customer experience beyond just your website. An update in the Drupal backend can trigger a mobile push notification and integrate with your mobile commerce experience to create a better experience for your customers. Here’s an example of what that user flow might look like:

User Flow Slide

Understanding the Conversation

Conversational interfaces are allowing users to have spoken experiences. Whether it’s using Siri to set a timer or your uber app letting you know that your driver is arriving now, customers expect a high level of customer service from all their products across any device.

Dries shared an amazing video demoing the new Alexa integration module, which connects Drupal 8 with Amazon Echo devices. In the video, it shows how the Alexa integration module connects to a fictional supermarket chain website called Gourmet Market. Through the integration, when a user asks Alexa “what fruits are on sale today at Gourmet Market?” Alexa makes a call to the Gourmet Market website, finds what is on sale in the specified category and relays the information to the user.

You can view the entire demo video here: 

 

The video also explains how the integration can help a site deliver smart notifications, like via text for example. You can watch the entire Driesnote on buytaert.net and read his article on cross-channel user experiences with Drupal.

We’re excited to see what comes next when it comes to connecting Drupal to cross-channel devices!

Topics: Development

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