EVENT 9th September 2021 3 min read

Aceik & Sitecore's Whisky Tasting & CX Roundtable


Kelvin - The Elysian Whisky Bar 

Last week, Aceik and Sitecore brought together 18 digital experts from around Australia to discuss customer experience – the trends, challenges and risks facing a new project in 2021. And it wouldn’t be a robust discussion without a little whisky tasting – kindly delivered by Melbourne’s The Elysian Whisky Bar.

Our moderator introduced two topics, then guests were divided into groups of 6 to discuss. Upon return to the main track, guests then shared their unique discussion. And today, we wanted to share the key highlights.


Question 1

Thinking of your ultimate goal for your customer experience: Where does personalisation and marketing automation fit in, and what has been the most significant step you’ve taken towards that goal in the last 12 months?


  • Need to answer the question - what is the goal of website? why do we have a website? Many competing internal stakeholders (e.g. buyers v sellers)
  • xConnect implementation issues - holding back use of marketing features
  • Constrained internally (resources, budget)
  • Lots and lots of content - how to deliver the right content to the right people
  • Targeting an audience to help them through a specific journey
  • A lot of marketing automation – Facebook and Google advertising - open rates response rates - deliverability of email - personalised to get better open rate - lots of experimentation - gain more information - and helping them through the marketing funnel
  • Xdb - issues - business priorities – can’t start the journey.
  • Quick wins - show/prove value


Question 2

Thinking of that ideal CX, what steps will you take for the next 12 months?

  • Quick wins are the focus all round - esp. marketing
  • Maintainability - JSS, SXA
  • Content, content, content – and how to manage
  • How to up-sell better online - parts, service; portal for owners - service history, finance offers.
  • Ease of access to information, engagement on the website, simple discoverable info
  • Learn more about the primary personas/segments
  • Alignment of brand and service
  • More content for SEO and drive more traffic to website
  • Automate the creation of pages with data have
  • Cost effective ways of producing rich content
  • Complete digital sign up
  • Transform the experience in engaging with the brand for the first time
  • Brand awareness, show expertise, show thought leadership
  • Pattern matching to industries
  • CRM integration


It was a fantastic event and we really appreciate the open sharing amongst the group!

Are you interested in participating in an event or have an event you would like to suggest? Contact us!

Be sure of where you are heading

We guide you every step of the way towards digital success