Interaction Studio Demo by Ekat Obolenskaya / Merkle

1. Salesforce
Interaction Studio
Ekat Obolenskaya

2. Agenda
• Intro
• Interaction Studio Vision
• Unified Customer Profile
• Real-Time Personalization
• New Release Features
2

3. Prague,
Czech
Republic

4. Ekaterina (Ekat) Obolenskaya
Salesforce Marketing Champion 2020
Salesforce Marketing Cloud Solution & Technical Architect
Marketing Automation and Real-Time Personalization Hero ☁️
surfmarketingforce.com
marketingautomation.isobar.ch
Introduction
4
MERKLE – Platinum Salesforce Implementation Partner.

5. Interaction studio
Salesforce Interaction Studio empowers marketers to
visualize, track and manage customer experiences with real-
time interaction management on all owned channels, both
online and offline.
Helps to
understand each
customer's true
intent and
orchestrate
individualized
journeys for every
customer across
every touchpoint,
seamlessly and in
real-time.
Enhances the
power of
Marketing Cloud
with expanded
real-time
personalization.
Enables intent-
driven customer
journeys.
It is cross vertical –
built for B2B and
B2C.

6. VISION

7. Customer is unique.
Customers should be treated that way in every
channel.
Interaction Studio (prev. Evergage) leads the
market in personalization (Gartner Quadrant);
digital intelligence (Forrester); marketing hub
(Gartner Quadrant).
It is cross vertical – built for B2B and B2C.
Covered use cases for sectors: financial services,
retail, technology, travel, automotive, gaming.
Interaction studio vision
Customer enables to understand and engage each prospect and customer as an
individual in real time.

8. Unified customer profile

9. Individual profiles for both known and anonymous individuals
that are updated in < 30 ms real-time. Stores for each
individual:
• Affinity
• Engagement
• Identity
• Attributes
• Segment membership and predictive data
unified customer profile (UCP)
UCP is the beating heart of Interaction Studio.

11. Real-time personalization

12. interaction management at scale
Listen Act
Understand
Website
Deep behavioral tracking in the
context of the business
C360
CRM activity
Email / Campaign
Email campaign opens, clicks and
responses
On-Property
ATM / Kiosk /…
Website
Personalization / Recommend actions,
offers, products, content
Email / Campaign
Email personalization / Next best
campaign / Add to a Journey
On-Property
Deliver personalized next best
action or offer for example on ATM
Mobile
In-App Personalization / Push
notifications
Mobile
In-app behavior and actions
C360
CRM Next Best Offers/Actions

13. interaction TouchpointS

14. Deliver real-time 1:1 customer journeys

15. • Server-Side Campaigns and Templates - now leverages the same templating
approach as web campaigns and enables a new targeting rule that helps a single
campaign to work across multiple touchpoints
• Marketing Cloud Journey Builder activity for Interaction Studio - not an out-of-the-
box solution that allows to send Interaction Studio Actions/Events directly from
Journey Builder, and to receive IS consumer profile back into SFMC.
• Interaction Studio Surveys feature - design, test, and deploy questions to your visitors
and customers in order to gather explicit feedback and then use it to create user
segments, enhance personalization experiences, and much more.
NEW release Features

16. Salesforce Interaction Studio official documentation
https://help.salesforce.com/articleView?id=mc_is_interaction_studio.htm&type=5
Salesforce Interaction Studio Development Documentation
https://developer.evergage.com/develop-overview
Salesforce Interaction Studio User Documentation
https://doc.evergage.com/
Check our blog with another Marketing Champion and Salesforce active trailblazer Ivanna
Gladysh-Mirkovska:
surfmarketingforce.com
Check our Marketing Cloud Team Blog:
marketingautomation.isobar.ch
resources