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

4.
What is AI?

5.
Data plus AI is the key to customer experience

6.
Activating your data

7.
Centralization creates value
Winterberry Group

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.

10.
Publishers
The Criteo Network
Sales
Relevance
Brands
Retailers &
Commerce
1,000+
1,000s of
premium publishers
4x Shopper
engagement
$25B Annual
post-click sales
1.4B+
Active shoppers monthly
$615B+
Annual commerce
sales
16,000+

11.
Forget the linear shopping journey

12.
New models for a new customer experience
THE LOYALTY LOOP
Consider
Evaluate
Start Journey
Enjoy
Advocate
Bond
BUY
(add source)

13.
3 stages for 3 phases
THE LOYALTY LOOP
Consider
Evaluate
Start Journey
ACQUIRE
Enjoy
Advocate
Bond
BUY
Criteo Dynamic Retargeting Criteo Audience Match
Criteo Customer
Acquisition