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