innovate throughout the client experience to deliver value ... · touchpoints optimize...

Innovate Throughout the Client Experience

to Deliver Value and Personalization at Scale

July 17, 2019

Vice President, Strategy

Jason Hornik Sean Welsh

Senior Vice President, Financial Services Practice Lead

Creating value for customers and brands by engaging

people based on their real interest and intent.

“You’ve got to start with

the customer experience

and work back toward

the technology.”

Re-inventing how data is

used to make customer

experiences more relevant…

…and being relevant has never been more challenging

10,000 messages/day

21 screens/hour

8 seconds each

347,222tweets/min

51,000Apple apps/min

284,722snaps/min

Creating relevant investor experiences requires dynamic interactions

Rollover 401k

Website Visit

Email Reminder

App Download

for Trading

Open 529 Plan

Mobile App Push

Open Roth IRA

for MinorRefi Student Loan Debt

Social Post & Share

Research HSA

Awareness Consideration

Preference Account Opening

INNOVATION LAB{AI and Data}

25BCONSUMPTION SIGNALS

2500ATRIBUTES/PERSON

REAL TIME

750M+PERMISSIONED EMAILS

600M+GLOBALLY CONNECTED iOS

ARTIFICIALINTELLIGENCE

SIGNALS

Capability

Benefit

ORCHESTRATEActivate

Touchpoints

OPTIMIZEDeterministic

Outcomes

Identification of

customers that are

in-market and

engaging with your

brand

Proactive insights

for incremental

revenue and

process efficiencies

Evolving the Toolkit for Innovation

LISTEN‘Data In Motion’

Audience Signals

Rethinking and redesigning current experiences to support more tailored and

personalized touchpoints

Dynamic

personalized

content effectively

delivered with

relevancy

Signal Based IntentStrengthen your understanding of audiences by using identity-based

data in motion to create more complete views of the customer

LISTEN

Accelerating Knowledge on Investors Through Private Data Cloud Signals

Zeta Data Cloud Captures People-Based Signals Across the Web

Proprietary Data Sources

+ Proprietary Signal Network

+ O&O Properties and Sources

+ Partnerships with Digital

Publishers

High Volume Data-In

Zeta Data Cloud Elements

+ Identity-based Profiles

+ Behavioral Signals

+ Transactional Signals

High Value Audiences Out

750M+Permissioned Emails

600M+ Global Connected IDs

2.5BN Unique Users Monthly

150M Upvotes & Comments per Month

2,500+ Data Elements per User

600M+ User Signals Processed Daily

500+ Intender Audience Segments

25BN Monthly Content Consumption Signals

13

Growing a Network for Intender Signals

ExampleInsight Report

ExampleInsight Report

Meet Lauren

+ In-depth customer profile data but limited

understanding of her current needs state

+ Current auto lease expires in 30

days (Convertible)

Identifying Intent Signalsfrom Outcome-based AI

LAUREN | Zeta ID: 4188210

Uncovering Meaningful Moments for Lauren

Email Address

Mobile App ID

IP Address

Web Behavior

Postal

Transaction

+ Visited 3

dealerships in

the last week

+ 3 devices

added to

household in

last 3 Months

+ Increased spending on

children’s products

+ Browsed minivan and SUV content

on 4 websites

+ Recently viewed 6 articles on

parenting website; commented

on 3

+ Viewed 3 articles on investing,

college saving, and 529 plans

+ Recently applied

for a home

mortgage

+ Coming off

car lease

LAUREN | Zeta ID: 4188210

Deeper Understanding of Lauren’s Needs

LAUREN | Zeta ID: 4188210

Lauren is off-lease soon.

What we think:

But, together we know:

We also can

identify existing and

prospective customers

similar to Lauren:

Ability to activate on:

SUV 529 Plan

Continuous Connectivity

ORCHESTRATE

Deliver customer experiences faster, pinpoint evolving needs while

driving touchpoint efficiencies

Proactively Keeping Pace with Investor Needs

Website Visit

Rollover 401k

Email Reminder

App Download for

Online Trading

Open 529 Plan

Complete Account

Opening Reminder

Mobile App Push

Open Roth IRA

for Minor

Social Post & Share

LAUREN | Zeta ID: 4188210

Refi Student Loan Debt

Delivering on Individual Experiences through a Unique Platform

500+ AI-derived

audiences tied to

customer intent

CX platform

Manage 2bn+

customer records

for our client brands

Direct identity

sync with social

networks via

proprietary

technology

BetterResults

More Data

More

Usage

Better Identity

Data + AI

Customer

ExperiencesSocial

Data

Management

Intender

Audiences

Activating Investors Across Mediaand ChannelsConnect to customers with the right message, at the

right time, in the right channel

SEARCH ADS MOBILE / TABLET

CONNECTED TV

EMAIL

NATIVE

VIDEO

SOCIAL

DISPLAY

Digital Audio

Predictive Insights

OUTCOMES

Create a proactive approach to feedback loops that ensure testing,

learning, and optimization for key business metrics

Developing a Roadmap and Clear Path Forward

Push first party

data through full

ecosystem

LISTEN

ORCEHSTRATE

OPTIMIZEIncorporate third-

party data for

enriched SVOC

Preference center

drives

personalization

Channel sequencing

by LTV

Real time

rendering

Profile-based

segmentation

Use LTV to measure success

Deterministic attribution

Causal attribution

Incorporate intender signal dataTo create meaning and context for deeper customer understanding

Implement a scalable tech platformTo dynamically engage unique individuals and maximize the value exchange

Innovate throughout the customer experienceTo proactively personalize and activate across media and channels

Create more effective and efficient touchpointsTo accelerate and measure results throughagile approaches

Key Takeaways

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Thank You