The document discusses the evolution of personalization in customer experiences, highlighting a maturity model with five stages from no personalization to individualization. It emphasizes the growing expectation from consumers for companies to anticipate their needs and deliver relevant suggestions. Additionally, it shares best practices and success metrics from various companies in digital commerce, demonstrating significant improvements in conversion rates and customer engagement through advanced search and personalization strategies.

1. SPEAKER NAME
SPEAKER TITLE
The 5 Stages of
Personalization Maturity
DIANE BURLEY, VP CONTENT, LUCIDWORKS
RICHARD ISAAC, CEO, REALDECOY CONSULTING

2. CUSTOMER EXPECTATIONS
HAVE CHANGED

3. “By 2020, 51% of consumers
expect that companies will
anticipate their needs and
make relevant suggestions
before they make contact.”
SALESFORCE

4. “While many companies have
scored a few modest successes with
their personalization experiments
and initiatives, few know how to do
it on a large and consistent scale
across all channels.”
MCKINSEY | JUL 2018

5. PERSONALIZATION MATURITY MODEL

6. Our maturity model
provides companies
with framework to set
their own paths based
on their specific
priorities.

7. No Personalization
Customers treated generically.

8. Localization
Publicly available information helps drive a
more localized user experience (Geo IP,
languages).

9. Persona Based
Segmentation
Engages customer segments with product
targeting that is based on customer
behavior and merchandising rules.

10. Personalization
Customer login, order history, purchase
patterns, and even social data can enable
deeper levels of personalization.

11. Individualization
Leverages predictive analytics and user
behavior to engage customer with
experiences that speak to their individual
preferences.

12. 30% of website
visitors start their
website visit by
using the search box

13. When website
search is used,
conversion rates
average 4.6%
instead of 2.8%

14. FILTER
VISUALIZATION
ACTIVITY
CONTENT
INDEX NATURAL
LANGUAGE
BOOSTED
RESULTS
MACHINE
LEARNING
QUERY
RULE
MATCHING
USER
SIGNALS
FACET,
TOPIC
&
CLUSTER
DATA
Human
Generated
System
Generated
Application
Generated
SOLUTION
Digital
Commerce

16. Better Outcomes
ATC
Increased Add
to Cart
AOV
Improved Average
Order Value
CTR
Boosted Click
Thru Rate

17. SEARCH WITH FUSION
Superior user experience
Real-time indexing
Automatic synonym-detection
Automatic query rewrites

18. BROWSE WITH FUSION
Real-time, personally
relevant search results
Machine learning for product
discovery and recommendations
Query intent predictions at scale,
with humans in charge

19. CURATE WITH FUSION
Analytics to optimize
the customer journey
Manual relevancy tuning,
where necessary
Predictive merchandising

20. Hyper-Personalization
BrowseSearch Curate

21. “ We’ve seen dramatic bumps in conversion
rates and some of those key success metrics for
transactional revenue have seen a 50%
increase since the migration.”
MARC DESORMEAU | SENIOR MANAGER, DIGITAL CUSTOMER EXPERIENCE | LENOVO

22. Giving Shoppers
What They Want,
When They Want It
Means you get what you want
● Higher Conversions
● Increased AOV
● Greater customer loyalty

23. Some Lucidworks Commerce Customers

24. DIGITAL COMMERCE TRACK
• Best Practices in Digital Commerce
• Fusion at Foot Locker: Speed at Scale
• Tackling a “Small Data” Search Challenge at Airbnb Experiences
• Overcoming the Challenges of Query Autocomplete at The Home Depot
• Search and E-Commerce Journeys at Lucidworks
• lululemon’s Search for Better Search: Migrating from Endeca to Fusion
• Building Search & Personalization at Nordstrom Rack | Hautelook
• Words Not Required: Visual Search Revolutionizes Retail at Lucidworks
• Building a Search Practice at Lenovo
Register by Sep 6
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SEPTEMBER 9-12,
2019 WASHINGTON DC
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