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Personalization - Use cases for enabling customer experience and ROI

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Meyar Sheik, CEO, Certona

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Personalization - Use cases for enabling customer experience and ROI

  1. 1. Presented by: Meyar Sheik, CEO & Co-Founder | Certona Personalization – Use Cases for Enabling Customer Experience and ROI
  2. 2. 14YEARS In Marketplace (Est. 2004) 100BILLION Personalized Experiences Served Per Month Over 600+ eCommerce Sites Across 70+ Countries IN REAL-TIME $6.4BILLION Generated for Clients In 2017 30OF THE TOP IR 100 Retailers by 16OF THE TOP IR Category Retail Leaders 10 YEARS Consecutive #1 PERSONALIZATION PROVIDER COMPANY OVERVIEW
  3. 3. Certona is a Leader. The company is a longtime personalization technology provider to large retailers and other consumer brands with a digital commerce presence. Certona’s Personalized Experience Management Platform is a cloud-based offering that supports more than 600 brands across more than 70 countries. Global B2C marketers seeking digital commerce personalization should consider Certona. Magic Quadrant for Personalization Engines
  4. 4. ABOUT MEYAR SHEIK • CEO & Co-founder of Certona • Over 18 years of SaaS experience • Pioneer in Real-Time Web Analytics • Pioneer in Real-Time Omnichannel Personalization • 1st to Use AI-based Real-Time Personalization for eCommerce back in 2004 • Member, Shop.org Board of Directors, and NRF Digital Council, and Associate Member Council
  5. 5. CLIENT SNAPSHOT
  6. 6. PERSONALIZED EXPERIENCE MANAGEMENT SEARCH & DISCOVERY CONTENT ENGAGEMENT PRODUCT RECOMMENDATIONS EMAIL PERSONALIZATION Predictive Landing Pages Site Search Visual Search Visual Navigation Auto Discovery Product & Gift Finder Images Offers Promotions Videos Content Landing Pages Search Results Category Pages Product Details Shopping Cart Remarketing Emails Transactional Emails Marketing Emails
  7. 7. CERTONA AI & MACHINE LEARNING PATENTS Patent Number Description Status US 8,566,256 Universal system and method for representing and predicting human behavior Issued US 8,788,445 System and method for quantifying and detecting non-normative behavior Issued US 8,903,811 System and method for personalized search Issued US 9,094,262 Fault tolerance and maintaining service response under unanticipated load conditions Issued US 9,147,159 Extracting predictive segments from sampled data Issued US 9,317,584 Keyword index pruning Issued US 9,697,478 System and method for generating automated self-optimizing targeted e-mails Issued US 9,916,611 System and method for collecting and targeting visitor behavior Issued 12/416083 System and method for combining and optimizing business strategies Pending 12/416524 System and method for automating market analysis from anonymous behavior profiles Pending 13/731071 Recommending repeated transactions Pending 14/868387 Extracting predictive segments from sampled data (CIP) Pending Patented solutions that leverage AI, predictive analytics, neural networks and machine learning.
  8. 8. AI-POWERED REAL-TIME OMNICHANNEL PERSONALIZATION PLATFORM
  9. 9. IMPORTANCE OF PERSONALIZATION
  10. 10. $2.5TRILLION Retailers Lost Globally in 2017 due to poor personalization and a lack of trust Source: https://retail.emarketer.com/article/price-of-personalization-failure-756-billion/5a2719bbebd4000570c897f5
  11. 11. 50%of U.S. consumers said they stopped purchasing from certain retailers due to poor customer experience. Source: https://retail.emarketer.com/article/price-of-personalization-failure-756-billion/5a2719bbebd4000570c897f5
  12. 12. 41%U.S. consumers said they ditched a retailer because of “poor personalization and lack of trust.” Source: https://retail.emarketer.com/article/price-of-personalization-failure-756-billion/5a2719bbebd4000570c897f5
  13. 13. Retailers report that successfully implementing personalization can increase revenue by as much as 7.6%. Source: Art & Science of PersonalizationSource: RIS “Closing Big Gaps in Personalization” Report
  14. 14. In fact, just 4% of retailers rank their omnichannel maturity level for executing personalization initiatives and campaigns as high, and a shocking 54% rate it as low. Source: Art & Science of Personalization
  15. 15. 76% of retailers named personalization capabilities as either important or extremely important to their organization’s business model Source: Art & Science of PersonalizationSource: RIS “Closing Big Gaps in Personalization” Report
  16. 16. EARLY PERSONALIZATION MAKING PERSONALIZATION WORK FOR YOU
  17. 17. Personalized Email & Retargeting Campaigns Optimized Google Paid Search Campaigns B2B Segment and Persona Based Experiences ADVANCED TACTICS FOR PERSONALZING THE CUSTOMER EXPERIENCE Visual Navigation Experience Geo + Weather Driven Content Experiences Visual Search Suggestions Personalized Suggestions for No Search Results Personalized Category Listing Pages Quick View Overlay
  18. 18. LAMPS PLUS: LANDING PAGE AND PAID SEARCH OPTIMIZATION Lava lamps Lava lamp Up to 40% Reduction in Bounce Rates *average performance from sample client sites 3% Increase in Conversion Rates *average performance from sample client sites
  19. 19. THE NORTH FACE: HOME PAGE HERO IMAGE PERSONALIZATION Visitor Profile 1: Dry Weather Location: Aspen, Colorado Weather: No rain in next three days
  20. 20. Visitor Profile 2: Wet Weather Location: Buffalo, New York Weather: Anticipated heavy rain in next three days THE NORTH FACE: HOME PAGE HERO IMAGE PERSONALIZATION 15% Increase in Click-Through Rates *average performance from sample client sites
  21. 21. BEBE: VISUAL SEARCH DRES 25% Increase in Click-Through Rates *average performance from sample client sites
  22. 22. DICK’S SPORTING GOODS: NO SEARCH RESULTS norditrack 8% Increase in Conversion Rates *average performance from sample client sites
  23. 23. MAGID GLOVE: VISUAL NAVIGATION 25% Increase in Click-Through Rates *average performance from sample client sites
  24. 24. LULUS: PERSONALIZED CATEGORY PAGES 5% Increase in Conversion Rates *average performance from sample client sites
  25. 25. CHICOS: PERSONALIZED QUICK VIEW OVERLAY 9% Increase in Click-Through Rates *average performance from sample client sites 12% Increase in Conversion Rates *average performance from sample client sites
  26. 26. PERSONALIZED EMAIL: MARKETING, REMARKETING & TRANSACTIONAL Marketing Remarketing Transactual 26% Increase in Click-Through Rates *average performance from sample client sites 31% Increase in Revenue per Email *average performance from sample client sites 21% Increase in Recovery Rates *average performance from sample client sites
  27. 27. SUPPLY WORKS: B2B SEGMENTS AND PERSONAS
  28. 28. SUPPLY WORKS: B2B SEGMENTS AND PERSONAS
  29. 29. SUPPLY WORKS: B2B SEGMENTS AND PERSONAS
  30. 30. SUPPLY WORKS: B2B SEGMENTS AND PERSONAS
  31. 31. SUPPLY WORKS: B2B SEGMENTS AND PERSONAS
  32. 32. SUPPLY WORKS: B2B SEGMENTS AND PERSONAS
  33. 33. Brands Innovating the Customer Experience
  34. 34. Predictive Modeling to Deliver Real-time Personalization Mobile First Strategy + Location Data (geo-fencing, push notifications) Technology Integrations: Google, Adobe, Epsilon, Oracle, Braze, Bazaarvoice, Narvar & more Personalized AI Beauty Expert Channels: Mobile, Web, In-Store, Email, International SEPHORA: OMNICHANNEL PERSONALIZATION CRM Data + Store Purchase Data + Real-time Clickstream Behavioral Data
  35. 35. CRM Data + Store Data + Clickstream SEPHORA: OMNICHANNEL PERSONALIZATION
  36. 36. SEPHORA: OMNICHANNEL PERSONALIZATION Predictive Modeling + Geo-fencing + Store Inventory + RFID = Real-Time Offers
  37. 37. SEPHORA: OMNICHANNEL PERSONALIZATION AI-Powered Shopping Assistant Guides Consumers via Web or Native Mobile Apps
  38. 38. Individualized Product Listings Post-purchase Engagement and Retention Marketing SEPHORA: OMNICHANNEL PERSONALIZATION
  39. 39. UNIQLO: OMNICHANNEL PERSONALIZATION AI-Enabled Chat Bot
  40. 40. • Approach personalization strategically & holistically across all channels and touchpoints. • Aim to personalize the entire customer journey • Good personalization is impossible without good customer data • Implement personalization in phases…walk before you run and do not try to boil the ocean! Takeaways
  41. 41. Meyar Sheik, CEO & Co-Founder msheik@certona.com Thank you! Visit Our Booth #410

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