Hi, everyone. Thank you for joining to today's session on Elite Support – Exclusive Features and Benefits. I am Timu, and I'm very happy to be here. And talk with you about is an AI-led, fully composable digital experience platform that is all about accessible content and commerce, and it puts that at the forefront of the buyer's journey. As you see here, we have over 800 customers and 1,100 brands, and we have employees, 300 globally. I am Timo. I am the head of product, and I'm focusing my efforts on the CMS for Spirit and also on our digital quality experience management tool, DQM. And today, I am joined by Paul. Paul Taylor is the vice president of solution engineering, and he will lead us through today's discussion. As many of you already know, and for the ones who are joining for the first time, wanting to get to know what our offering contains, our strategy has always been about offering our customers a DXP, a digital experience platform, that is made up out of four key areas that you see here on this slide. So the first one, that is the core of it, is our content management system, and it's AI-powered, and it's all about empowering marketing and IT teams to drive content across touchpoints efficiently. Then we have privacy and consent management. That is here to ensure that content is being delivered on the right side of global regulations, such as GDPR, big topic, of course, in the DACH region, in Germany specifically, and it's about to minimize security vulnerabilities across all of your digital channels. ProDiscovery, what is that about? That is used to drive more significant revenues and also foster the customer loyalties with less human effort. And then we have digital accessibility and quality. That is here to help make content discoverable, but also maximize the reach to your target audience and also drive brand and regulatory alignment. Now, today we are here to talk about elite support. That is our most recent service offering and involves human beings rather than software. So elite support is a, what we call, critical or crucial component to our DXP, and it will help you enhance the capabilities that we offer with content management system, the privacy and consent management, ProDiscovery, and also digital accessibility and quality. So without further ado, let's talk about elite support, what that is, what it contains, how you can get started. And also, I will do my best to monitor the questions that you have, the remarks, and then bring them up. Please interrupt us anytime. With that said, Paul, please take it away. Perfect. Thank you, Timo. You can hear me, I presume. Hi, everybody. Good morning. Good afternoon. Thanks for joining wherever you are. I guess to help us explain elite support, what it is and why you should care, we have to look back at the traditional relationship that normally exists between customer, partner, and vendor. In a typical relationship, which is on the left-hand side of this diagram, the customer owns the strategy, the goals, the outcomes, and ultimately their end customers. They sometimes work with a partner to bring marketing strategy, creative, and implementation services, and to build a long-term roadmap for ongoing enhancement. The customer or their partner then works with one or more software vendors, such as Crown Peak, to deliver a platform to drive their customer stories. Now, during an initial project, that collaboration is typically very strong between the customer, the partner, and the vendor. They take that journey together, and it results in a launch of great customer experiences. However, the team that begins the project seldom lives beyond the launch of the project, and that's what you see in the middle, whether it be a website, a mobile app experience, or a retail kiosk. And so what was a massively collaborative team during the launch disappears off to go and work on the next project for their next customer. And the result of that is quite often a set of tactical maintenance activities rather than one that is lined around a customer strategic vision, and ultimately that can cause customer dissatisfaction. But every customer is here to make their customers buy more, regardless of the channel or the vertical that they are in, and that's done through brand adoption, engagement, and often evangelism. So why would we want to invest less when the hard work is just beginning? And so elite support is not just about maintaining. It's about innovating and driving your digital experience to new heights. At Crownpeak, we aim to create lifelong relationships between our customers and yours, and that starts by giving them the best experience you can throughout every single customer touchpoint. And again, that always starts with a complete alignment between customer, partner, and vendor. At Crown Peak, we've built precisely this service offer, and we call it elite support. Elite support consists of a named and a countersigned technical specialists who understand your goals, objectives, and priorities. Technical specialists who understand how your solutions are designed and can help drive innovation and improvement. Technical specialists who understand the breadth of our products and services and how our other 1,000 plus customers that Timo mentioned earlier use those and can help bring that insight to you. Technical specialists who walk with you every step of the way through your Crown Peak journey. And by partnering with Crownpeak, it's going to help you drive efficiencies throughout your digital experience delivery, optimize your customer experience, and ultimately result in greater top-line revenues and fewer bottom-line costs. So let's look at some of the activities that elite support can assist with. As you all know, Crown Peak has three major products. Firstly, content management delivered through our FirstSpirit and DXM platforms. With elite support, our customers and partners can expect help with migration planning, get from one platform to another or one project to another, planning of these future projects, making sure the right decisions are being made to help make that life easy, workflow design, static versus headless content delivery recommendations, change streams, graphs, reporting and audits, and integrations, et cetera. So anything that you have that you're beginning or using the platform to deliver experiences to your customers, the Crown Peak elite support team can help in that space. With our digital accessibility and quality product lines, elite support can help customers with understanding and planning for new regulations, maximizing your digital presence, reviews of checkpoints, whether they be brand, SEO, regulatory, or accessibility, building and planning workshops for your teams to help engagement across your customers, your partners, and your internal stakeholders. Or it could be doing things such as regular business reviews, reviewing your usage on the platform versus the other customers that we have and how insights that we've gained working with them can bring help and support back to your business. And with product discovery, Fred Hopper and XO, elite support will provide best practice guidance and assistance with configuration reviews, your customer data pipeline, adding new countries or languages into the platform, result modifications, helping you get personalized content into those digital channels, as using trackers, recommendations, and the like. So how does elite support work? We offer the service at the account level rather than being project-based. And this is one of the significant differences between the services offered by our elite support team and partners and our own professional services team. We don't overly police the time allocation for elite support more important than the time. However, what we do is we implement a fair usage policy of 15 hours a calendar month. And there are going to be times when you're over or you're under those, but we're only typically going to need to discuss if it's repeated and significant. Generally, we find that the time requested by our customers works out to be around eight hours a month for new meetings and preparation for those meetings, around three hours a month showing new capabilities. How can they be leveraged to improve your end customer experience? And then probably four hours a month or so in miscellaneous actions, such as doing proactive architecture reviews, planning new projects, or providing answers and enablement for product queries. But again, those times are only representative and every customer's usage is likely to vary. So that's what it is. Let me show you a few examples of how some of our customers have used elite support to drive a better adoption for their teams. And experiences for the end customers. And these stories are just the beginning of what elite support can do for you. So Crown Peak has a large financial services customer who had a vision to elevate the experiences of its internal content authors and editors. Our elite support team took a strategic approach by conducting multiple workshops with their team leads. And those sessions then served as a launchpad, introducing them to the intricacies of development with the Crown Peak platforms. An implementation of a train-the-trainer approach was then vital to ensure that the knowledge gained in workshops was efficiently disseminated across their wider teams. And that ultimately promoted consistency and proficiency. After the initial launch, regular and frequent check-ins became a crucial element of that collaboration. And that allowed us to swiftly identify and eliminate process snags, which maintained a smooth development throw across multiple teams. With a large distributed team working around the clock on the CMS, our elite support interventions ensured uninterrupted development. And that in turn optimized productivity and contributed to an enhanced overall experience. So that's one thing in a financial services customer where we're helping them go live. Another use case, completely different industry and completely different set of challenges. This large industrial supplier sector player, they had a specific goal in mind when they signed up with Crown Peak. They already had a well-functioning Angular application running their website, and they were keen to seamlessly integrate Crownpeak CMS into that environment with minimal additional work. And the catch on that, well, the authoring experience in the CMS needed to closely resemble their existing Angular application to support easy content creation. That's where our elite support team stepped in. They worked closely with Crown Peak's existing API to produce a new software development kit and design it with the help of the customer. And that was tailored to support the customer's chosen approach. By leveraging that new SDK, they could minimize development work within the CMS, taking full advantage of the existing capabilities of their Angular application. The journey didn't end with that development only. Again, the touch points were then established between the Crown Peak elite support team and the customer's development teams to ensure an efficient and practical integration process. And this customer today goes from strength to strength with elite support engagements between them, their partner agencies, and Crown Peak. So that really is a little bit about what is elite support. I guess the question now before I, or the last thing I'll say before I sort of open the floor for questions is, you know, how do we get started? What do we do? As a result of your attendance today, your customer success manager will reach out to you in the next few days and to discuss your desire for elite support. We have some one pages, we have some slide where we have some more Q&A we can provide to you. If you would like to explore that more quickly, of course, feel free to reach out to your customer success manager after this webinar. And finally, of course, you can contact me at paul.taylor crownpeak.com to discuss this in more detail, if you should choose. So thank you. That is a brief highlight into elite support at Crown Peak. And I guess Timo, perhaps we can open the floor to any questions. Absolutely. Thanks a lot, Paul. I will have a look at our Q&A section here. Nothing in there just yet. Please do ask questions. In addition to the Q&A section, we also have a list of questions that we received by the customer success team and other teams beforehand. So I think it might make sense to go through those, if I may, Paul? Of course. Okay, so the question that was asked the most was about the following. So let's assume a customer buys elite support. Can you say for how long this is then valid? Is this one year or what is the timeline here? Yeah, yeah, great question. So typically elite support, the value is achieved by working, you know, side by side, with our customers and agency partners. And so we would love the engagement to be the same as the contractual term of the CMS subscription, which is, you know, every customer and partner knows we would like to be year after year. We see this as a long-term relationship. So we would typically like the engagement to be a long-term thing. That way we're able to see the most success in that partnership. But of course, that doesn't work for every customer. And so, you know, that's a discussion to be had with your customer success manager to see what makes sense for both parties, I think. Thanks, Paul. The next one actually came up during the recent Prod Office Hour session. Because back then, I also tried to explain as best as I could the elite support service. And the question came from a company, a customer in Germany, who was asking, do we have German-speaking elite support team members? We do. Yeah, we do. Absolutely. So we staff the elite support team from members around the entire Crown Peak organization. It is product agnostic. It is country agnostic. And so we're able to staff it to suit our customers in both the product and geography that they are. So yeah, absolutely. If you are a German-speaking entity and your preferred language is to speak in German, then of course, we will staff it with German-speaking personnel. Nice. Okay, double-checking the Q&A session. And I think, oh yeah, we do have one. I think it might be for another session. One-to-one to be taken offline because this one is about pricing. How much can we say in this call about that? The question is, what about the pricing? Yeah, I mean, so again, this is something that's related to the overall value of the service that we provide to you. Typically, we apply it as a percentage of the subscription because, again, it adds value to everybody through that. But that really is a conversation that needs to go with your seller, your customer success manager to get an answer on that one. But again, great question. Thanks, Paul. And thank you, Baris, for bringing that question up. I'm going to go one slide back. So you have the contact data here, right? So you know whom to reach out about that question. The next one in my list refers back to what you said about the 15 hours per month. Maybe you can give us a bit more information on that. The question is, what happens if a customer goes under or over the 15 hours per month? Yeah, I mean, look, this is all about a successful relationship. And Crown Peak wins when our customers and our partners win. And so we are incented to make this relationship mutually beneficial for every single one of us. And so we're not here to nickel and dime, say to say, the effort that we put into this relationship. And so the 15 hours a month is basically what we model this service on. It's what we might consider a fair usage. If we're having discussions where we are constantly over this, then we'll be talking to you about, is there a better way for us to change this relationship to work better for both of us? I think equally, if we're massively under it, then you're not recognizing the value from it. And so we need to be having a discussion internally around how can we do more for you to make sure that we're getting the most out of the relationship. So yeah, it's a guide. Ultimately, what matters here is the success of our customers and your customers in turn. Thanks, Paul. The next one, actually came up right after the recent Prod Office Hour. And we did answer that back then to two specific customers, but I think it's good to have an answer in this call today as well. So the question is, what is the specific difference if we look at professional service and compare that to elite support? Yeah, there are two fundamental differences. Professional services is typically project assigned. A piece of work, you talk to professional services, they will provide an individual or multiple individuals that will work with you in a project. The fundamental difference of elite support is that it's a counter site. There are consistency in the individuals per account inside the program. Elite support individuals understand your goals, your needs, your objectives, and can help guide you in the right direction to make that happen. I think that's the first difference. And secondly, it's about what we do. Ultimately, elite support is about best practice, advice, and guidance. It's hands-off keyboard. We're not going to cut template code for you. We're not going to cut section templates. We're not going to amend configuration. We might do a little bit occasionally, but it's not the primary goal. This is about helping you plan for the best way to achieve a goal that you have in future. So ultimately, if you need configuration changes made, that's typically going to be done by a partner, an agency, or professional services teams. I think the last point I'll make on that, it's really not uncommon for customers to have both. So with elite support working at the account level and professional services working at the project level, you've got both a way to plan and a way to deliver with your agency partners. Very nice. Another one that we received beforehand, that is on the difference between elite support and agency consulting. So how would you explain that? Fundamentally, we're not going to take work from our partners. Our partner channel is the most important group of Crownpeak implementers that we have. But sometimes a customer understands the value of having a regular Crown Peak team member engaging with them and their agency consulting partners. So as I detailed earlier in the presentation, having the customer, the agency, and the software vendor working together hand-in-hand has the ability to create really, really positive outcomes. So yeah, I see it very much as a, as well as, not an instead of. Thanks, Paul. Okay, so I've gone actually through all my questions. Thank you for answering all of them. We'll have another look at the Q&A section. All right. And also, as this call is recorded, we will, of course, provide the video, the recording afterwards. If you think of additional questions or have remarks or want to have a one-on-one session on pricing, please do reach out. Any last words from you, Paul? No, again, thank you very much for all of your time today. It's an exciting thing. It's a program that we've run in the Crown Peak business for several years. We're relaunching it, as Timo said, inside all of our global markets because we understand and have seen the benefits that our customers had from it. So look forward to the conversations. If anything's unclear, please reach out to Marcel, to Kesban, to myself, or Timo, of course, and look forward to many future conversations. Thanks a lot. And again, thanks for joining. Have a great day, everybody. Bye. Thanks, everybody.