Adobe Campaign Customer Spotlight - Center Parcs

Welcome everyone and thank you for joining us for the Adobe Campaign Insider Webinar Series. Today’s session focuses on Adobe Campaign Classic Customer Spotlight. I would now like to turn the floor over to your first presenter, Bruce Swan, Principal Product Marketing Manager with Adobe. Bruce, you now have the floor. Thank you and welcome everybody. Good afternoon, good morning, depending on where you are in the world and thank you for your interest in these Campaign Insider sessions. And as what was mentioned today is one where we will put a spotlight on one of our valued customers who use Adobe Campaign. And as a reminder, these sessions are dedicated to you, the marketer, to give you ideas, tips and tricks and inspiration for how you can make better use of Adobe Campaign, how you can see the value of Adobe Campaign, how you can become an even better marketer using Adobe Campaign. And if we advance to the next slide, as mentioned, we like to put a spotlight on different customers who use Adobe Campaign and that’s a great opportunity for you to be able to learn from your peers. And I’m really excited about today’s presenter, Scott Ward from Center Parks and I’ll have Scott introduce himself here in a few minutes. But we’ll put a spotlight on Center Parks and get right into some tips and tricks and lessons learned, especially over the course of the past couple years that I know you’ll benefit from. But a couple things we do want to engage with you, so keep your eye out for polls. I have one coming up here in a few minutes, but also use the Q&A mechanism within BlueJeans if you have any questions. So let’s go with the first poll, which is now live. So give it some thought, you should see it over on the right-hand side. And really what we’d like to know is what impact has the last two years had on your team? Where we know we’ve been, among other things, thrown a lot of different curveballs, expectations are high, we’re trying to keep up with consumers whose behavior has changed, and so on. So it’d be good if you could just answer the poll question that gives us some valuable insight into what’s going on into your world. Give you a couple more minutes. Right, and again I’ll have Scott introduce himself here in a few minutes as he digs into his section. So if we go to the next slide, we know a lot has changed in the past year for you, the marketer, where your mandate has changed, where you’re being asked to do things that you weren’t even thinking about three, four, five years ago, where you might have different data sets that you need to be able to access, which could be in the form of survey results or a new loyalty program that was launched, or new transactional data that you need to bring into the customer profile. You’re being asked to do things at a different speed and scale, and I’m not just referring to queries and reports and campaigns, but also just you as a marketer, how can you scale what you do? And many of you in the poll did answer that the biggest impact in your team in the past couple years is having a smaller team, and that’s definitely not lost on me or Scott or us here at Adobe, where we want to help you understand how you can use a solution like campaign to become even more efficient with what you do, despite being asked to create more campaigns and send more emails. You’re being asked to not just understand customer behavior, but anticipate what they’re likely to do next and understand if they’re likely to engage in an email or an app or on the website. And then orchestrating experiences across channels, of course, is something that’s always been important, but even more so now in understanding how that consumer behavior has changed in the last couple years, where are they likely to engage with your brand? And then lastly, having an environment that’s safe, reliable, and secure, and that you can certainly depend on. And we have some key takeaways for you for this session. First and foremost, Scott will be sharing some tips and tricks that I know you’ll benefit from because he and his organization have had to make many different course corrections throughout the past couple years and understand who their customers are and treat them in a different way. Also, a key takeaway is just helping you understand how you can maximize the value of Adobe Campaign and maybe you get some ideas into new campaigns from like what Scott’s sharing or even new features and functions that you haven’t even thought about. And then lastly, at the very end of the session, I’ll point you to additional resources that are applicable to the content that we’re covering in today’s session. We’ve broken down the contents as follows. For the most part, got the intro, out of the way. Again, I’ll have Scott introduce himself here in a few minutes. I’ve set the expectations, talked a little bit about the market dynamics. And in a second here, I’m going to quickly turn it over to Scott, where he’ll get into his use of Adobe Campaign. And then again, at the end, touch on some of the resources that I know you’ll find useful. So we have one more poll that we just launched. So if you could respond to that one. Kind of interesting to get an understanding of how many channels you use with Adobe Campaign. So how many channels are managed in Adobe Campaign for customer engagement? I mean, usually it’s like always email, but then there is it may be SMS that’s in the mix or direct mail or integration with another touch point. So I see the results coming in and it’s very interesting and optimistic for me to see that a good number use at least three or more channels. I mean, research shows that customers engage with a brand using at least six different channels in their buying journey. So why not leverage Campaign where you can to engage with those customers? All right. So what I’m going to do is now quickly step out of the way. Turn it over to Scott. We’ve been working on this content for a while. I know he’s excited and motivated to share it with you and I think you’ll enjoy it. And with that said, Scott, I’m going to go ahead and turn it over to you. Perfect. Thank you very much, Bruce. And hey, everybody, I’m Scott from setup parks. Good to be here today. Next 30 minutes or so I’m going to take you through how we at setup parks have managed over the past two to three years with a myriad of things that have been going on, both internal and external, probably relevant to kind of everyone who’s on this webinar. If there are any questions throughout, feel free to shout up or put them in the Q&A chat and I’ll be happy to answer them as we go through. No need to wait till the end. But before I go on to COVID and setup parks and our customers, a bit about me. So I have 11 years digital marketing experience, seven of those in CRM. Prior to setup parks, I worked for financial services provider and Best Western hotel chains, both of which in the UK. And then for the past six years, worked in a CRM role for setup parks. Then a bit of info about setup parks. I’m sure there’s people kind of worldwide, so pretty well established in the UK. We provide short breaks, either weekend or midweek breaks, six villages across the UK and one in Ireland. And we’re set within 400 acres of woodland. So we have around 400 lodges in there, which are kind of the classic wooden style cabins. And within our villages, we’ll have a lake, a beach, we’ll have playgrounds of kids, as you can see, kind of the image to the right there. One of the great things about setup parks is there’s no cars allowed in the village itself. So your kids can kind of go on a bike, they can run around on the road. And without you having to look over your shoulder, be worried about kind of where they are, if there are any cars coming. It’s a pretty cool environment for the kids and for you as parents. And alongside that we have activities like water spots on the lake, we have aerial adventures in the trees, we have cycle hire, bowling, table tennis, climbing walls. So it’s all incorporated within one village. And as it says at point four there, we have a massive swimming pool with kind of slides and wrappings, we have restaurants, cafes, retail outlets, and a spa brand as well. So it’s kind of in one place, you don’t need to leave, it’s a great place to come on a family holiday. And, you know, as it says at the bottom there, we historically achieved 97% occupancy year round. It’s a very well established, very profitable company. Obviously when COVID hit there was a lot of unknown around that.

So bringing it back to the session, I thought it’d be good to give you a bit of background of our Adobe journey. So we started out probably in about 2014-15 investigating various suppliers in terms of what we wanted to do. Inevitably chose Adobe to help with that. So through 2016 and 17 it was really implementing the programmes that we wanted, having a bespoke version of Adobe Classic for Centreparks and Aquasana, our spa brand as I mentioned a little while ago. And then defining processes and SOPs for integration within our team so that when we had new team members that came aboard we could give them the SOPs which are basically the rules that they’ll go through and to build any campaign they want. Bringing all the processes in house and then through a testing of the build of campaign. So that took us kind of the year 18 months. In 2018-2019 that was getting the new programmes live at pace, email, SMS and our programmes to enhance marketing, to get more people booking, to get activities booked, making sure the processes were worthwhile and getting that team learning and developing. And then COVID hit. So we thought we were in a good place, we had a lot of exciting projects to look forward to both with campaign and the wider digital team and Adobe environment. Then COVID hit and I’m sure you guys are the same, everything was put on hold, teams reduced as the poll mentioned earlier. But you know we have to do reactive which is kind of what I’ll take you through and how Adobe has helped us make our guests happy in the middle of the crisis we’ve all had. And luckily as we come out of COVID we’re back to where we were kind of 2019, the behaviour-led comms strategy that we’re looking at and utilising data across channels. And just for reference we have four Adobe products and so it’s well integrated within the business. As I mentioned we have Campaign which is our CRM platform which we have data stored in and I’ll come on to in depth around that shortly. We have Adobe Experience Manager which is our web CMS which is integrated with Campaign as well so we can get data seamlessly from AEM. We have Adobe Target which allows the web to personalise behaviour to various customers and allows the testing and then Adobe Analytics for all the reporting. So the infrastructure is very good at centre parks, very consistent with having one supplier and that’s really helped us in the past couple of years. So in terms of Campaign we have classic, the classic version which is integrated with our data warehouse, the DVH you see there. And the data warehouse stores basically every single interaction that we could have with a guest. That’s from booking their accommodation, from their retail spend on village, to the activities they’ve booked, to the segmentation, coding and everything such as that stored within there. And in Campaign we have a few data tables that allow us to campaign to run efficiently but also give us the data we need to get things out of the door quickly as well. In terms of the data tables this is just very high level obviously there can be a lot of data behind this but the main one that we use is the recipient data schema so that allows us to look at addresses, preferences etc. And then linked off from that we have the booking schema which contains the accommodation booking data so which village they’ve booked, which accommodation type they’ve booked. We have the activity flag schema so as you can imagine across six villages, 400 lodges we have a lot of data of activities. You know people can spend hundreds of pounds, 10 to 20 activities booked for each break by each guest. So we’ve condensed that down to flag the different activity types again just so Adobe Campaign can run a bit more efficiently than it would have in kind of reams and reams of data. And then I mentioned the AAM integration this is the web behaviour schema that we have plugged into Campaign so we can see when guests are browsing the website, when they’ve abandoned the basket and react to that accordingly within our marketing programmes. And just an example of how in depth we go you’ve kind of got a couple linked off from the booking schema which is our payment schema that tells us how much how many pounds are remaining to pay off before their break and allows us to target campaigns based on that to ensure they paid by the deadline and then you have a guest schema which is related to the party that are coming with the the lead booker. And so we have that information again trying to get them to create accounts, make more bookings, make their pre-arrival journey pretty seamless. And what Campaign allows us to do is not just having a one-to-one relationship but look at kind of people in the booking schema that have the web so we can tailor the marketing comms and the comms we send out and based on a variety of different metrics as opposed to just one singular one. So Scott, just real quick there was one question before you leave that last slide and I think you answered it but maybe it’s a good summary. So why are these schemas important for you and how are they critical to your success? Yes I think the six schemas allow us to efficiently, effectively and quickly get things out the door and so we can quickly see for instance in the booking schema the number of people on village at our northern village on a certain arrival date. So as I’ve come on to Covid we were able to go okay well let’s contact these guests at this village on this arrival date and tell them what they need to do and then for the couple of weeks after that tell those guys what to do and as we all know Covid legislation requirements were very inconsistent by country, UK and Ireland and then they even got to inconsistent by different parts of the country. So by having the schemas in place we were able to quickly get campaigns out of the door which were hyper relevant to each individual guest. Well I hope that answered the question. Yeah I think so and then we’ll find out but I think so. Great so I’ll take you back a couple of years I’ve given you a bit of background there in terms of the structure and setup that we’ve got at the centre parks and to going back a couple of years so if we’re looking around Feb left on the side we’re probably looking at kind of Jam, Feb 2020 so we obviously heard the news that there was this virus in China not sure what was happening and then it started coming over to the UK started growing you know people were generally acting normal you know we still had people booking holidays we still had people arriving but we knew something may come so we were putting preparations in place for what could happen the worst could happen which is the closure of our villages how do we deal with that and that was ensuring kind of teams are prepared and I’ll come on to various ways we did that and we had to think about that in terms of the different guest types that we have so guests that are currently on village enjoying their holidays we have the future arrivals and so those arrive in this week those arriving next week but also those arriving in three to four months time you know we were going into an unknown future so we didn’t know how to do that and obviously we still have bookings coming in as well and we only allow arrivals on a Monday or a Friday but we have people booking Wednesday for the Friday Saturday for the Monday so we had to kind of deal with all that and also two brands to consider Senate Parks and which is the village itself and then Aquasana which is the spa brand branded in that so our approach was that the decision makers would be the directors and senior managers they’d agree on what we were going to do and the specifics would be agreed between the senior managers and managers I forward in the managers pot in this hierarchy and the action themselves would be done by me and and all my team so that would be the sending the change in the amending of comms getting out to to the guests um so in terms of the um what happened if we look back two years it was in the UK this is um must must add that so March 16 2020 you have to stop non-essential contact and travel so at that point the business had a decision to make what we do with our villagers and at that point we decided to close them um I think it was for a couple of months to start with um on March the 23rd lockdown was announced and we were given specific dates of when lockdown would end in theory and and again that gave us some certainty of when we had to close it so and in March 26 the lockdown measures came into place so we were able at that point to be a bit more certain around short term long term again we had a very unknown future but we had a process in place that allowed us to react as soon as we had a government announcement and as you can imagine there’s a lot of differences between UK and Ireland when they’re announcing things when things were stopping and travel between um counties so we had to to look at that from a country view as well in terms of the process that we got in place with campaign so where the data exists within campaign we were able to quickly build workflows pull an email templates agree the content of emails and get that sent out and that process would probably take roughly an hour an hour and a half maybe if we were waiting on sign off or something controversial in there the senior directors weren’t sure exactly what to do so that where the data exists as I mentioned previously we had a lot of high level data so bookings on village which was probably the most important on village which was probably predominantly what we were dealing with at this stage but then also a lot of activity bookings as well whether it doesn’t exist that would be a quick brief out to our data warehouse team saying what we need and the arrival dates and when we need it by um the one of the great things about campaigns you can import that data in as well it’s not um a one size fits all and then again we’d pull that into an email template agree the content and get that sent out again that process maybe take an hour and a half two hours depending on how long it takes for the data to come in from the data warehouse team but again you can see we’re able to react very quickly because we’ve got a system set up to do that so in terms of how we were able to get things out quickly we have um a very organized folder structure this is going to kind of a lot of detail here you can see we have um templates these are specific email and templates set up for our different brands we have aqueous down at center parks we also have island templates and our corporate which that b2b offering and you can see within each of these we have 10 15 folders for each individual type and so a lot of these are marketing base of things like campaign pricing and come back soon our marketing emails whereas i’ve highlighted here the covid templates which is what we’re dealing with so as we were dealing with an unknown future kind of fed march time we were able to get templates set up which we may need in future which allowed us to react quicker and you can see on the screen we had um these just show you the cp templates but at cp island and cp uk as we knew that the links would need to differ where we needed to send our guests and if we if the aqua sina templates would be exactly the same so aqua sina island aqua sina uk and that allowed us to quickly um get out and um for any of my team to dip in and quickly get a template out as well even if they hadn’t worked on a specific email um scott before you you leave that slide yeah not a question but what i would add to that is in the last campaign insider webinar that we did tony who used to manage campaigns uh for for travelocity and many of the other expedia brand families relied heavily on templates and proper foldering and it’s often something that’s easily overlooked where you kind of start one way with organizing things and it it can just spiral out of control um but he uh and i can point everybody to the the last campaign insider session here at the end but he went into great detail as to what are uh proper folder structures making the best use of templates because as scott’s alluding to uh it can really help you become more efficient and do things quickly and when you have to react react quickly so i i just wanted to reinforce just the the importance of templates and proper ordering and so forth yeah i think the efficiency is a critical point here because um most of my team have been in the business kind of a year um two years i know i can quickly brief them and they’ll know where to pick a template up from which template to use they’ll know what they need to do in that template and even someone who’s been here kind of six months so a recent starter is quickly able to do that because we’ve got it structured in the right way you know you you imagine your business back kind of two years ago and we didn’t really know what was happening the briefs probably weren’t um as great as they could have been we were quickly having to react to things so having folder structures and a couple of other bits i’ll touch upon shortly in a structured manner allowing my team to quickly go in fix things have a look at things get things out the door a lot quicker than it would have been kind of having to build a whole html template again and um again this is kind of just a marketing plan and these are all the kind of guest comms that we’ve sent out in the past couple of years regarding cancellations kind of numbering 440 will be the number today we sent one out recently and you can see we’re still sending them out now so it wasn’t just for a very short period of time we’re still having to react to a covid environment where we’re having to cancel and certain activities or certain restaurants because we’ve got staff shortages on village and again the folder structure allows my guys to go in and see okay who was sent this bela italia cancellation email a guest may complain on village can we prove to them that they were sent out we send him to the right guest and the great thing um guys who are in the uk may remember we had a very severe weather and a couple of months ago and having the covid structure and process in place where we were able to cancel and advise our guests that we were closing villages due to a storm so the whole covid process will be used on an ongoing basis now for anything major which may close a village or close an activity we’re just a lot more streamlined than we were two years ago the campaign’s been fundamental to that and in terms of um campaign as well you talked about the email templates what you can also do is template workflows so you can see here this is a direct import template so basically a couple bits here for those that aren’t aware is uploading the data and then we’re getting it out and flyer sms and via email seamless process we can check that data and get that out because we’ve got this template set up we also have standardized formatting and in this and the load data here we can quickly get that out input the relevant content into the email or sms and then quickly get it out that process probably takes us once we’ve got the data about 15 minutes now so reacting as quick as we possibly can to get it out to the guests and because we’ve got the data structured in an efficient manner we can personalize it so this is a great example um which is a payment reminder email and because covid was such a gnome we moved away from payment being needed 10 weeks out to vary by arrival day so for those closer in where we we didn’t weren’t really sure if we’d be open or not the payment deadline was two weeks for those further out it was five six weeks where we were probably a little bit more sure and the great thing is if the closer we were getting to that six weeks and we weren’t sure we could we could shorten it and send out comms such as this where we could the personalization blocks in campaign allowed us to personalize the payment reminder date based on when they were arriving and another example of that is through the data imports what we were able to do is really personalize this closure and communication to say your booking of aerial adventure in this case at 12 noon in this case on the 9th of march 2022 has been cancelled obviously these are these are variable and based on the data but allowed us to mass communicate um with really hyper individualized comms and a couple of boxes here would differ and if the steps needed to change so quick question quick question sorry on the last slide they came up how often is your data refreshed it gives you access to some of those some of those data points that that seem to be near real time so currently it is uploaded daily so we have daily imports coming in uh we’ll be starting a project and later this year to look at how we can integrate with our warehouse so we can just take the data straight out of the warehouse which will be kind of live data if you like maybe kind of five ten minutes lag but the daily data does absolutely fine um because of the business we are we generally get bookings kind of 18 months a year in advance and so they’re kind of daily daily uploads work for us um cool so kind of talked about covid and uky’s there were various different things that happened post-covid there were local lockdowns so and certain um counties and postcodes uh went back into lockdown and couldn’t leave that area we had social distancing we had a government promotion which was e-out to help out which was uk only limited activities rule of six further lockdowns as we hit kind of a back end of 2020 and early 2021 and then as i’ve mentioned ongoing we have quarantine of staff and guests and what campaign has allowed us to do is is personalized columns for a lot of these guests so in terms of local lockdowns we were able to see which addresses which postcode it linked to and send out personalized columns to those guests to advise on what they should do um social distancing we had personalization blocks by village so if the social distancing was one meter in the uk versus two meters in ireland we were able to differentiate that communication that message it similar with e-out to help out and the uk government offered 50% off food for a certain period of time i think it was summer 2020 and from memory and again we could personalize um content to the arrival date and also country code in this instance um limited activities there was an example there where aerial adventure had to be cancelled and again we can quickly get out to the relevant um guests who have that activity booked which is great from a guest point of view because we don’t want to be sending unnecessary communications to people saying and you may have this activity booked go and cancel it if you do we can be really specific because of the way we’ve got campaign structured and um the data integration with that um rule of six so again this was a uk thing um and that was around more than six people could be in the same household so we were able to personalize comms to those with six or more people on the booking and lodge and advise them to change their break second and third lockdowns we had emails within a day of the decision to stray out the door as i said within an hour two hours of the government announcement we were able to get things out and in quarantine their staff and guests were able to get a data import and communications sent out generally within a 30 45 minutes of the village telling us that they need to close a restaurant for tonight or for next week we can quickly get cons out and to help the village and manage guest expectations in terms of the outcomes you you can well imagine i’m sure you’re guys businesses are the same it’s been a very difficult period for most businesses and but what we’ve been able to do is because we’re getting relevant timely communications at the guest sites faction scores and haven’t lowered we’ve had continued incredibly high occupancy levels through to the end of next month and not at 97 because we’ve kind of closed a lot of lodges due to social distancing concerns and staffing level concerns due to um covid but if we were at full occupancy it would be nearing the 97 percent so from a profitability point it’s not going to change too much what we did see is our first timer repeater split change but generally it’s five percent first time a sixty percent repeater what we’re able to what we saw was that flipped completely around people couldn’t leave the uk or were unwilling to leave the uk so more people were staycationing staying in the uk and saw that first time ago to 60 percent and that’s allowed us to have new people on the database to market to new people interested in center packs and and then summer 22 which is a critical period for us the world’s opening back up and so we were a little bit worried that people would go abroad and not come into the uk but we’re well ahead of where we are at a normal year so again we’ve seen that those first timers who came during covid have come back to us as i mentioned guest satisfaction levels remain consistent with pre-covid performance so even though we’ve been cancelling their breaks we’ve been cancelling their activities they have there aren’t as many activities available on village the guest satisfaction and has remained at levels pre-covid and we’ve seen market engagement lowering over the past few weeks not kind of too concerned with that um at the moment but that’s something for us to keep our eye on and see how the covid environment has changed for us how people interact with their emails predominantly for my team but also the wider digital team and something that we believe adobe campaign can help us with um in terms of um kind of the the pro tips and the summary of this webinar if you like four things that that we’ve taken out of the business from covid is resources available um for the organization from adobe so i’ve obviously gone into a lot of depth around the campaign within this webinar but you look at am and that’s been it we’ve been quickly able to update relevant areas of the website quickly and pass that information to campaign and we’re quickly able to get emails out the door the personalization blocks have been an absolute godsend for us because we’ve been able to differentiate messaging to different arrival dates different villages different countries seamlessly and easily the file manager um as i mentioned we’ve been importing data a lot more than we did pre-covid and the the import function has been fantastic for us to again just get personalized and relevant comms out to guests and then the reporting that’s available we get a lot of guests and saying we didn’t receive a closure email we didn’t receive an activity cancellation email but we can see um who was sent that email why it was sent and if the guests didn’t receive it we can also um look back through the workflow and see maybe they dropped out maybe they weren’t included for various reasons and give them rationale as to why they weren’t included in terms of lessons learned and importance of process and being a process driven organization has really helped us and keep guests happy organizational tools within campaign allowed us to be prepared before the event it took a lot of planning and it wasn’t perfect straight away you know in theory it might have sounded great but so we got into practice and we didn’t know that for certain but we were able to amend things quickly and easily and like i say my team were able to dip in and out if that worked in it before they could go in and quickly pick that up flexibility of campaign allowing us to meet different needs quickly and easily a variety of different use cases have come up in the past two two and a half years but because of campaigns the different imports were allowed the personalization blocks as i’ve mentioned it’s allowed us to react quickly and easily for guest benefit improved business understanding of adobe infrastructure benefits this is sort of one of my earlier slides it took us a couple of years probably pretty longer to finally get live with adobe campaign businesses spoken about um for digital infrastructure for years before that and for it’s all covered here people didn’t see the benefits it offered because they weren’t working with the tools day to day they didn’t see how much quicker it was they weren’t seeing how personalized um the comms guests were getting but as soon as coded here and we’re able to get emails out sms out to guests within an hour of them telling us we needed to do something they quickly realized that the tools are absolutely fantastic and we couldn’t have got through covid without without adobe as mentioned there the critical nature of the whole adobe infrastructure we would not have um remained as higher booking patterns and also guest satisfaction if we didn’t have um the adobe tools here because it’s allowed us to just do things more easy seamlessly and quickly pick things up um in a crisis i think i’m um handing back over to you now bruce yeah a couple a couple questions that that came in can you hear me okay yeah yeah yeah so what one question that came in and it relates to one of the poll questions is what’s the size of of your team so how many people do you have a using campaign we have six in total and through covid it was just myself and in the uk we had a furlough scheme i’m not sure if that’s applicable worldwide but with a lot of people off so it was just myself and again adobe helped with that because i was quickly able to go in and get things out of the door very quickly and when the team was six and through various points over the past couple years we’ve been down to a team of three because people have left or are on holiday or have been ill with covid and so adobe’s helped us in that regard being able to quickly and seamlessly get things out of the door without worrying um about the the infrastructure of the team i guess okay yeah that’s that’s common from what i hear from a lot of our customers where there might be a few people who have been there for a while and they’re kind of the stable core but then there’s others just coming and going it’s the nature of the the tech industry these days but it’s important to know where to go to quickly ramp people up and onboard people i’ll point everybody to some resources at the end that could yeah i could certainly help with that yeah i think that’s important our team this kind of we’ve got a couple of managers in the team myself included but then four um execs which are kind of junior staff members maybe two two and a half years into their career so you know having the structure the processes the administration side we’ve got in campaign makes it easy for them to make decisions find out information get emails out see what our guests receive quicker than it would have been in our our old world pre adobe which was several different suppliers data managed externally it’s it’s much easier with that especially for the junior staff members yep and then another question this is a two-part question do you share the same adobe campaign classic instance for all the countries where center parks is present or does each country have its own instance so same instance so uk and ireland um will have the the same instance various different ip addresses which um help us by country but the the instance is still the same and then uh this is a good question which deployment type is your instance is it hosted or or hybrid or on-premise it’s on-premise so um yeah all integrated um with center parks wider data infrastructure and and it systems okay um one last question if you where is it there we go if you were to give one piece of advice to someone who’s just starting to implement campaign what would it be so as i interpret that like if you could rewind all the way back to when you first started your journey with campaign truly there were i mean and you shared some lessons learned but what would be like the number one thing to share with somebody who’s just starting that journey yeah i think get the organizational aspects right so and that is folder structures and and procedures within your organization because we all know what it’s like we can be very busy and and if new people come in i know i’ve got 50 60 70 word documents for one for each of our campaigns one for the folder structure one for center parks campaigns one for aqua center come is i can give to a new starter and they can read up on what each individual module means within a certain workflow and that that’s just been fantastic because it allows them to build their knowledge it’s very boring and it’s very difficult to come into marketing to be exciting but if we didn’t have those fundamentals in place so the folder structure and the processes it’d be very difficult for us to um be so effective yep okay great advice all right let’s get to some some resources god if you go to the next slide a couple things and as i’m doing that there is a poll how big is your adobe campaign team is that the new poll yeah how big is your adobe campaign team if you can just answer that as you’re answering that i’ll go through the um some of the content previously covered in these insider webinars and this goes back to last summer time frame but the content is still very relevant including one on deliverability so how you can optimize your email deliverability and in that session just great suggestions and tips and tricks and best practices and how to measure the success of your deliverability efforts and the impact that deliverability has on your business there’s also a deep dive session that touches on a lot of the things that scott talked about today on on best managing the workflows and personalizing content at scale and really what that means is making you know one template and having it um personalize any number of ways using the data that you you have or could have at your your fingertips another session dedicated to integration so if you’re integrated integrating aem or analytics to to name a few that’s a good session another one dedicated to onboarding new employees considerations around how to organize your team skill sets required and so on and then lastly the one earlier this year some time saving tips from from a pro so check those out they’re all available on demand you have to register anything like that they’re there for your use and we could go to the next slide I’ve organized campaign content onto a web page or a couple different web pages depending on what version of campaign you use for today talking about campaign classic so there’s a url there where you can access this content it’s organized by people planning and product and what I’ve done is I’ve included kind of a collection of experience lead content thought leadership that I’ve helped create or my team’s created or different webinars and so on and so forth so I’ve been able to share a lot of different webinars training learning paths and so on so everybody on this call will have access to this content which contains these URLs so definitely check out those campaign pages I think I have one more slide to share with resources Adobe Summit seems like a lifetime ago but it was last month if you weren’t able to experience Adobe Summit all the time. So I’m going to share a few of those with you. There’s a lot of great content available for free completely on demand and there’s four really good ones for Adobe campaign classic one around personalization that again gets into great detail around a lot of what Scott’s talking about there’s another session around that and the future of Adobe campaign there’s a new UI on the horizon that we’re all super excited about so if you want to learn a little more about that tune into that theme that I like to talk about these days where scale isn’t just you know big messy data sets it’s scaling your team and being able to do things efficiently and so on especially in this this time period where we have to adapt and adjust whether it’s turnover or high rate of change and so on and then lastly another collaboration with a customer based over in the UK version Atlantic talks about how they adapted during COVID a lot of the same themes that that Scott talked about using templates integration with analytics and AEM and they certainly weren’t growing their team during the time period either so it’s very interesting to learn about how an airline adapted to kind of the new normal for them which we know the new normal seems to change every six months but it’s it’s a good one to to tune into and understand how they do things at scale with with Adobe campaign classic all right and just one quick slide and then we’ll move to the next one if you are resource constrained we do have a a wealth of partners who can jump in and help you so if on the left side there’s some topics that that often come up if you want to think through a partner for your organization that has experience with campaign whether it’s managing an upgrade or helping with team augmentation or maybe from a strategic or creative strategy perspective we have a bunch of different partners that can certainly help you with that and then one more slide which should do it a huge thank you to Scott Scott thank you for taking time out to not just present the content today but all the work you put into preparing it that’s very much appreciated and I know our audience and our customers will appreciate that as well I certainly don’t be shy or you can reach back out to me my email address is at the bottom of the slide just shoot me an email or you can find me on LinkedIn if you you know want immediate access to some of the resources that I talked about I could certainly provide you with that otherwise you’ll get an email within a couple days but again please please don’t be shy so Scott any parting words of wisdom no just want to say thank you for today Bruce and everyone for listening like Bruce has just said if you want to get in touch with me how we use campaign for any certain queries questions or anything you want me to go a little bit more in depth about don’t hesitate to drop me an email I’m sure you can find me on LinkedIn as well thank you and again thank you Scott really appreciate the teamwork and collaboration all right and with that said a new I’ll turn it back over to you to close things out great thank you Bruce and thank you Scott for a great discussion and a big thank you to our audience for joining us today please note as Bruce mentioned we will email a copy of the recording and resources after the event so please keep an eye out for that again thank you for joining us we hope to see you again in the future