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Starting Experimentation &
Scaling to Personalization
Sarah Fruy
VP of Marketing
Linqia
Agenda
• Decision-making without experimentation
• Proving the need for experimentation
• Getting buy-in
• Leveling up to personalization
SARAH FRUY
VP of Marketing
Linqia
@sarahfruy
“In an increasingly digital world, if you don’t
do large-scale experimentation, in the long
term—and in many industries the short
term—you’re dead.”
- Mark Okerstrom, CEO
Your team can anchor on out-of-date or
misleading information
◆Working off of assumptions
◆High-risk
◆Lack of innovation
◆Inability to respond to rapidly
changing environments
Decision-Making
Without
Experimentatio
n
Properly managed experimentation programs
yield positive ROI for your business
◆Data-driven decision making
◆Faster iterations
◆Cross-functional collaboration
Proving the
Need for
Experimentatio
n
PANTHEON.IO
7
Growth Levers
Measurable Growth Levers
(e.g. page layout, UX,
color, CTA, etc )
North Star Metric
(e.g. site conversion)
[Regular experimentation] helped
Microsoft’s Bing unit make dozens of
monthly improvements, which collectively
have boosted revenue per search by
10% to 25% a year.
Getting Buy-In to Initiate Your
Experimentation Program
9
Ensure top-down, bottom up consensus
◆ Create enthusiasm for your program at
all levels of your organization
◆ Identify potential blockers
Getting Buy-In
to Initiate Your
Experimentatio
n Program
Build a business case for resources
◆ Budget
◆ Tools/software
◆ Staff: developers, user interface
designers, data analysts, copywriters, etc.
◆ Data pipelines
Establish a strong foundation with a single
northstar metric
◆ Centralized vs decentralized teams
◆ Program management guidelines
◆ Prioritization framework
◆ Ethical testing practices
“Our success at Amazon is a function of how
many experiments we do per year, per month,
per week, per day.”
- Jeff Bezos, CEO
Maximize the Impact of Your
Experimentation Program
14
➔ Eliminate the guesswork
◆ Data must trump opinions
➔ Create a culture of
experimentation
◆ Ensure a continuous cycle of iteration
◆ Create opportunities for learning
◆ Enable healthy debate among team
members
◆ Embrace failure and learn from it
Maximize the
Impact of Your
Experimentation
Program
Socialize and celebrate
wins/learnings
◆ Tie your experiments back to your
company goals
◆ Nurture an environment where all
employees can contribute
Insights-driven businesses are growing by
more than 30% annually and are on track to
earn $1.8 trillion by 2021.
Leveling Up to Personalization
18
Foster collaborative brainstorming
sessions
◆ Gather a diverse set of stakeholders
◆ Look at data and analytics: customer
surveys/interviews, funnel reporting, engagement
metrics, heat-mapping, and cohort analysis
Leveling Up to
Personalization
Stay focused on the needs of your
customers
◆ Form a hypothesis on where the line is between
helpful and creepy when it comes to
personalization
◆ Include both qualitative and quantitative data in
your research
➔ Ensure good data
◆ When personalization goes wrong, it can hurt
your business
➔ Incentivize employees to submit
ideas for experimentation
PANTHEON.IO
PANTHEON.IO
2323
Experimenting with Growth Levers
+53.5% improvement on Demo CTA +10.8% improvement on Free Trial CTA
24
V-0
V-1
V-2
PANTHEON.IO
+3.3% improvement on Demo CTA +1.5% improvement on Free Trial CTA
Key Takeaways
Embrace
experimentation
across your entire
company
Tie results back to
company goals
Keep your customer
at the center of your
experimentation
program
Thank You!
27
Any Questions???
28

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Starting Experimentation & Scaling to Personalization.pptx

  • 1. Starting Experimentation & Scaling to Personalization Sarah Fruy VP of Marketing Linqia
  • 2. Agenda • Decision-making without experimentation • Proving the need for experimentation • Getting buy-in • Leveling up to personalization
  • 3. SARAH FRUY VP of Marketing Linqia @sarahfruy
  • 4. “In an increasingly digital world, if you don’t do large-scale experimentation, in the long term—and in many industries the short term—you’re dead.” - Mark Okerstrom, CEO
  • 5. Your team can anchor on out-of-date or misleading information ◆Working off of assumptions ◆High-risk ◆Lack of innovation ◆Inability to respond to rapidly changing environments Decision-Making Without Experimentatio n
  • 6. Properly managed experimentation programs yield positive ROI for your business ◆Data-driven decision making ◆Faster iterations ◆Cross-functional collaboration Proving the Need for Experimentatio n
  • 7. PANTHEON.IO 7 Growth Levers Measurable Growth Levers (e.g. page layout, UX, color, CTA, etc ) North Star Metric (e.g. site conversion)
  • 8. [Regular experimentation] helped Microsoft’s Bing unit make dozens of monthly improvements, which collectively have boosted revenue per search by 10% to 25% a year.
  • 9. Getting Buy-In to Initiate Your Experimentation Program 9
  • 10. Ensure top-down, bottom up consensus ◆ Create enthusiasm for your program at all levels of your organization ◆ Identify potential blockers Getting Buy-In to Initiate Your Experimentatio n Program
  • 11. Build a business case for resources ◆ Budget ◆ Tools/software ◆ Staff: developers, user interface designers, data analysts, copywriters, etc. ◆ Data pipelines
  • 12. Establish a strong foundation with a single northstar metric ◆ Centralized vs decentralized teams ◆ Program management guidelines ◆ Prioritization framework ◆ Ethical testing practices
  • 13. “Our success at Amazon is a function of how many experiments we do per year, per month, per week, per day.” - Jeff Bezos, CEO
  • 14. Maximize the Impact of Your Experimentation Program 14
  • 15. ➔ Eliminate the guesswork ◆ Data must trump opinions ➔ Create a culture of experimentation ◆ Ensure a continuous cycle of iteration ◆ Create opportunities for learning ◆ Enable healthy debate among team members ◆ Embrace failure and learn from it Maximize the Impact of Your Experimentation Program
  • 16. Socialize and celebrate wins/learnings ◆ Tie your experiments back to your company goals ◆ Nurture an environment where all employees can contribute
  • 17. Insights-driven businesses are growing by more than 30% annually and are on track to earn $1.8 trillion by 2021.
  • 18. Leveling Up to Personalization 18
  • 19. Foster collaborative brainstorming sessions ◆ Gather a diverse set of stakeholders ◆ Look at data and analytics: customer surveys/interviews, funnel reporting, engagement metrics, heat-mapping, and cohort analysis Leveling Up to Personalization
  • 20. Stay focused on the needs of your customers ◆ Form a hypothesis on where the line is between helpful and creepy when it comes to personalization ◆ Include both qualitative and quantitative data in your research
  • 21. ➔ Ensure good data ◆ When personalization goes wrong, it can hurt your business ➔ Incentivize employees to submit ideas for experimentation
  • 23. PANTHEON.IO 2323 Experimenting with Growth Levers +53.5% improvement on Demo CTA +10.8% improvement on Free Trial CTA
  • 25. PANTHEON.IO +3.3% improvement on Demo CTA +1.5% improvement on Free Trial CTA
  • 26. Key Takeaways Embrace experimentation across your entire company Tie results back to company goals Keep your customer at the center of your experimentation program