Multisite for a Better CX: The Challenge of Technical Standardization and Local Content Management

Benoit Watrigant of Legrand outlines their strategy for improving customer experience via multisite management, centered on the "webfactory project." This project seeks to offer customers unified access to online services and product information across all global websites. Key to this is a group platform ensuring security and efficiency, a multi-site delivery model utilizing a single codebase, and a scalable, repeatable process.

Legrand's strategy balances technical and functional standardization with localized content management and customer experiences. This is supported by a Digital Experience Roadmap encompassing Secure Global Integration, a Seamless Omnichannel Experience, and Data-Driven Sales Transformation. The company's efforts are aligned with their mission to enhance daily life through innovative electrical and digital infrastructures, as reflected in their "Traditional Growth Levers" and expansion into "Faster Expanding Segments" like Energy Efficiency and Connected solutions. Legrand reported 2023 revenue figures and a Customer Satisfaction (CSAT) score of 78% for the same year. The presentation also suggests potential partnerships with platforms such as Acquia, highlighting their dedication to digital transformation.