LEVERAGING PIM FOR A FULL ENTERPRISE TRANSFORMATION AND A BETTER CUSTOMER EXPERIENCE

1. LEVERAGING PIM FOR A FULL ENTERPRISE TRANSFORMATION AND A BETTER CUSTOMER EXPERIENCE MARK TINUCCI 4th APRIL 2019

2. Johnson Controls • We combine technology with insights to build purposeful solutions that help the world progress, meeting today’s needs and shaping better tomorrows

3. JUNE 2017 JULY 2018 JULY 2018 MARCH 2019 DECEMBER 2018 - MARCH 2019 SEPTEMBER 2018 DECEMBER 2018 PIM History Business requirements and full FI/RFP Started our investigation of a PIM solution Involved 3 initial BU’s through entire process Data workshops generated data model & taxonomy by BU Next wave of 3 to 4 BU’s, started Implementation for 3 Global BU’s Contract, authorizations, funding complete Johnson Controls

4. Setting the JCI stage for PIM Performance Measurement COST • Enterprise funded vs. BU funded CUSTOMER EXPERIENCE • Don’t let the Enhanced Customer Experience get caught up in the ownership debate GLOBAL MARKETING • Owns Enhanced Customer Experience and funds PIM • Fits PIM into integrated marketing technology plan (Global Web & DAM), setting perquisites and order

5. Performance Measurement was not new to the BU’s Enterprise funding of the PIM needs BU tradeoff • Introduced on Day 1 • Snapshot of current-state baseline metrics • Use PIM metrics every day • Non-negotiable element of PIM use • Enhanced customer experience • Resource efficiencies • Impacts to revenue and sales opportunity Setting the JCI stage for PIM Performance Measurement

6. BUILD PIM PERFORMANCE METRICS ACROSS ALL ASPECTS Enterprise Buy-In Early Start Leadership Dashboard Align with BU Goals • Ensure enterprise support groups all understand PIM Metrics are a must • Have written commitments • Build into the RFI / RFP before you select a PIM tool • Involve BU’s and suppliers in deriving metrics early on – making it a big deal • Make PIM Metrics part of BU leader’s daily dashboard • Teach all users how to apply metrics as part of daily ops • Align PIM Metrics with BU’s goals and involve finance/strategy resources in selecting/committing to them

7. An integral part of every phase, meeting, and task • Build PIM Metric attributes into the PIM Data Model • Teach the BU users how to use and leverage the PIM metrics • Cover employee’s personal goals and departmental objectives • Keep users interested, vigilant and engaged • PIM Performance metric comprehension is a continual task Make PIM Metrics a big part of your implementation

8. Push PIM into the very fabric of the enterprise Technology Ties Can Support PIM Performance Metrics PIM to be an anchor point in the marketing technology stack and strategy PIM to be prerequisite to BU’s for website enhancement – Sitecore Tied to a Digital Asset Management (DAM) effort Make PIM a vital part of an integrated marketing plan All Sales and Marketing entities must know what PIM does for them

9. PIM Performance Measurement – a place to start

10. Find ways to show how great a decision PIM was CONTINUOUS FUNDING • To support continued funding for all BU users ENHANCEMENTS AND REFINEMENT • Drive PIM energy, excitement, interest and refinement PROJECT ASSOCIATIONS • Find complimentary technology and project associations that  transform an enterprise CUSTOMER EXPERIENCE AND OWNERSHIP • Always tie to the Enhanced Customer Experience and Global Marketing ownership

11. Q&A

12. THANK YOU!