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eMarketer Webinar: Customer Experience—Driving Engagement with Data, Analytics and AI

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eMarketer analyst Nicole Perrin breaks down the current state of customer-centricity and common pitfalls for marketers to avoid, and offers tips on how to provide more holistic omnichannel experiences.

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eMarketer Webinar: Customer Experience—Driving Engagement with Data, Analytics and AI

  1. 1. Solving Customer Experience with Data & AI
  2. 2. VP, Analytics, Insights and Data Science Director, Engineering - Criteo AI Lab Romain LerallutJaysen Gillespie
  3. 3. The 3 Pitfalls: Rethinking Customer Experience • Most personalized recommendations aren’t relevant • Not activating your data • Not leading with a data strategy Solving the Challenges Today’s Agenda: The State of AI & Machine Learning Personalizing Recommendations Activating Your Data Creating a Winning Strategy
  4. 4. What is AI?
  5. 5. Data plus AI is the key to customer experience
  6. 6. Activating your data
  7. 7. Centralization creates value Winterberry Group
  8. 8. Single Retailer In past year: • 75 offline purchases • 28 stores • 542 products • 85 brands • $10,727 value • Bought one pair of jeans 2 months ago for $71 In past year: • 27 online purchases • 14 stores • 95 products • 24 brands • $3575 value • Bought one pair of shoes 6 months ago for $214 More data = better recommendations, more customers
  9. 9. Single Retailer In past year: • 75 offline purchases • 28 stores • 542 products • 85 brands • $10,727 value • Bought one pair of jeans 2 months ago for $71 In past year: • 27 online purchases • 14 stores • 95 products • 24 brands • $3575 value • Bought one pair of shoes 6 months ago for $214 More data = better recommendations, more customers • Frequent online shopper • Buys at full price • Strong affinity to 15 brands • Prefers high-end products • Buys clothing every month • 3 favorite colors • 2 favorite styles • Etc.
  10. 10. Publishers The Criteo Network Sales Relevance Brands Retailers & Commerce 1,000+ 1,000s of premium publishers 4x Shopper engagement $25B Annual post-click sales 1.4B+ Active shoppers monthly $615B+ Annual commerce sales 16,000+
  11. 11. Forget the linear shopping journey
  12. 12. New models for a new customer experience THE LOYALTY LOOP Consider Evaluate Start Journey Enjoy Advocate Bond BUY (add source)
  13. 13. 3 stages for 3 phases THE LOYALTY LOOP Consider Evaluate Start Journey ACQUIRE Enjoy Advocate Bond BUY Criteo Dynamic Retargeting Criteo Audience Match Criteo Customer Acquisition

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