eMarketer analyst Nicole Perrin breaks down the current state of customer-centricity and common pitfalls for marketers to avoid, and offers tips on how to provide more holistic omnichannel experiences.
eMarketer analyst Nicole Perrin breaks down the current state of customer-centricity and common pitfalls for marketers to avoid, and offers tips on how to provide more holistic omnichannel experiences.
eMarketer Webinar: Customer Experience—Driving Engagement with Data, Analytics and AI
1.
Solving Customer
Experience
with Data & AI
2.
VP, Analytics, Insights and Data Science Director, Engineering - Criteo AI Lab
Romain LerallutJaysen Gillespie
3.
The 3 Pitfalls:
Rethinking Customer
Experience
• Most personalized recommendations aren’t relevant
• Not activating your data
• Not leading with a data strategy
Solving the Challenges
Today’s Agenda:
The State of AI &
Machine Learning
Personalizing
Recommendations
Activating
Your Data
Creating a
Winning Strategy
8.
Single Retailer
In past year:
• 75 offline purchases
• 28 stores
• 542 products
• 85 brands
• $10,727 value
• Bought one pair of jeans 2
months ago for $71
In past year:
• 27 online purchases
• 14 stores
• 95 products
• 24 brands
• $3575 value
• Bought one pair of shoes
6 months ago for $214
More data = better recommendations, more customers
9.
Single Retailer
In past year:
• 75 offline purchases
• 28 stores
• 542 products
• 85 brands
• $10,727 value
• Bought one pair of jeans 2
months ago for $71
In past year:
• 27 online purchases
• 14 stores
• 95 products
• 24 brands
• $3575 value
• Bought one pair of shoes
6 months ago for $214
More data = better recommendations, more customers
• Frequent online shopper
• Buys at full price
• Strong affinity to 15 brands
• Prefers high-end products
• Buys clothing every month
• 3 favorite colors
• 2 favorite styles
• Etc.
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