© 2020 eMarketer Inc.
Solving Today’s Search Experience Complexities
Sarah AssousChief Marketing OfficerZoovu
Marissa CoslovVP of Business DevelopmenteMarketer
Sponsored content presented by
MODERATOR
February 26, 2020Tech-Talk Webinar
PRESENTERS
Mike GualtieriVP and Principal AnalystForrester
AI Conversational Search
Featuring
Mike Gualtieri, Guest Speaker
Conversational Search For Personalized Digital Commerce Experiences
Mike Gualtieri, VP & Principal AnalystFebruary 2020 – Zoovu Webinar
#Priority
For you For all For segments For you
Demographic Relationships
Real-Time, Digital Relationships
Personal Relationships
Mass Relationships
Buy
er E
xper
ienc
e
1800 1900 1950 2000 2020
Personalized digital experiences are hard to scale for most digital commerce businesses…
…but, it is standard course for Internet giants.
#Commerce
Retailers spend billions on ads to drive shoppers to digital commerce experiences.
Shoppers find your digital commerce site…
…only to be frustrated.
#Search
14© 2016 Forrester Research, Inc. Reproduction Prohibited
Cognitive search
Keyword search has evolved to what Forrester calls “Cognitive Search”
Sci-fi
Cognitive search is AI-powered search.
Cognitive search uses AI to understand product descriptions, specifications, and images.
Engage in digital conversation about that specific customer’s journey right now.
Find relevant product content that leads to conversion right now?
Determine if you should you make an offer or offer a gentle nudge right now?
#Conversation
Q AConversational search provides answers rather
than raise more questions, and….
…that keeps shoppers focused on the buying journey of their choosing.
Search
Consider these six factors in choosing a cognitive search platform for digital
commerce.
1. Integrations
Conversational search technology must be seamlessly integrated with leading digital
commerce and content platforms.
Pre-built applications and/or solution accelerators can make cognitive search
applications quick.
Infuse it to use it.
2. Information
Garbage In = Garbage Out
Retailers have dozens of sources of valuable content, catalog and other commerce data.
© 2013 Forrester Research, Inc. Reproduction Prohibited 32
Organizations’ data is super rich - needed for successful, pervasive machine learning› Customer transaction data
› Point-of-sale data
› Customer and supplier contract data
› Inventory data
› Supply chain data
› Product/service data
› ERP and manufacturing data
› Supplier transactions
› R&D data
› Sales and CRM data
› Marketing/advertising data
› Human resources data
› Finance/accounting data
Data is the raw fuel of cognitive search.01
0011
0011
0110
0100
1100
1101
10
Algorithms get the press, but data leads
to success.
Choose a search solution with pre-built data/content connectors and includes and
SDK to create custom connectors.
3. Intelligence
Cognitive search is AI-powered search.
The first step in finding personalized information is to understand the user’s intent
and context?
To offer relevant information, cognitive search must find a needle in a haystack every time a
person initiates a query.
Search queries should support multiple query modes to explore list of results and answer
singular questions in a conversational interfaces.
Cognitive search leverages every user interaction to automatically tune relevancy.
If you want relevance you need intelligence.
Choose a search solution that maximizes AI for intent, relevancy, query mode, and tuning.
4. Operations
Cognitive search solutions are like us; they sometimes need help.
Usage analytics lets you measure the success of cognitive search.
Tuning tools let you boost and bury search results to improve relevancy
manually.
Tune with tools to rule.
Choose a search solution that provides usage analytics and tuning tools.
5. Architecture
If search goes down, business goes down.
Applications and data exists everywhere – on-premise, cloud, and edge.
Search must scale to handle an increasing number of data, content, and customers.
It ain’t fun, if it don’t run.
Choose a search solution that employs scalable, high-availability, and cloud
design maxims.
Search
Retailers spend billions on ads to drive shoppers to digital commerce experiences.
Digital retailers must maximize conversations to stay competitive.
Use search to power shopper conversations to…
…enjoy more conversions and more wallet share.
FORRESTER.COM
Thank you© 2019 FORRESTER. REPRODUCTION PROHIBITED.
Mike [email protected]
Cognitive sea
AI Conversational Search
3 key challenges faced by consumers today…
FOBOOverabundance of choice
Lack of product knowledge & support
AI Conversational Search
Conversational search is the only
solution enabling brands to meet
the changing needs and
expectations of today’s shoppers.
shopper at first interaction
because of a superior search
experience
to buy them with
personalized recommendations
them with a guided
experience
Structured conversations that lead to
In-store assistant knows which questions to ask to guide
shoppers to the right product for their unique needs / usage
Simplify decision making with AI driven questions to guide shoppers to the perfect
product that fits their individual needs / usage
AI Conversational Search
Texture
Hair Type
Use of heat tools
Desired outcome from styling
Outdoor exposure
Shampoo, Conditioner & Mask Recommendations based on
Level of physical activity
AgeEngagementRate
AI Conversational Search
+
2500Retailers
live
100M+Customersserved in
2019
211%Increasein CVR
47%AOV uplift
25-30xROI in up to
12 weeks
4xQualified
Leads
Scientifically Validated and Statistically Reliable
Remember
▪ Listen to your customer
▪ Be smart with your questions
▪ Be helpful and valuable
▪ Be accessible
www.zoovu.com
AI Conversational Search
If they can’t find it, they can’t buy it
© 2020 eMarketer Inc.
Solving Today’s Search Experience ComplexitiesPlease submit any questions you have and we’ll do our best to address them! All registrants will be receiving a follow-up email with a link to view the on-demand materials.
➢You can register for upcoming Tech-Talk and Meet the Analyst Webinars at: emarketer.com/webinars
➢Be sure to also check out eMarketer’s “Behind the Numbers” podcast for daily, freewheeling conversations about the ways digital is transforming media, marketing, business and even life. Tune in at: emarketer.com/podcast
Sarah AssousChief Marketing OfficerZoovu
Marissa CoslovVP of Business DevelopmenteMarketer
Sponsored content presented by
MODERATOR
February 26, 2020Tech-Talk Webinar
Q&A Session
PRESENTERS
Mike GualtieriVP and Principal AnalystForrester