AI applications are changing the customer experience, giving marketers more unified marketing and analytics system, more granular insights and additional ways to interact with customers. These create new opportunities in shaping the customer journey, influencing purchasing decisions, and impacting the brand experience. In this session, Sharon will cover tips and tricks for using AI to enhance your relationship with customers. Sharon Goldstein is the CEO of LimeSpot, a predictive personalization and analytics platform for retailers, where she brings 20 years of leadership experience at both direct-to-consumer and SaaS companies. Most recently, she was the Director of Delivery Experience at Amazon, responsible for customer-facing delivery products globally. Prior to that, Sharon held executive roles at high growth SaaS companies, ShipHawk and Pixlee. In addition to her day jobs, she is an advisor to multiple startups and a former executive in residence at Xseed Capital. Sharon holds a BS from Georgia Tech, an MBA from Kellogg School of Management and an MS in engineering management from Northwestern University.

1. Leveraging AI to
Surprise & Delight
Your Customers
limespot.com
Sharon Goldstein, CEO
TRACTION CONFERENCE 2019
sharon.goldstein@limespot.com

2. 85% of Marketers using Artificial Intelligence believe it
will drive double-digit revenue growth within 2 years
Source: Demand Base
61% of Marketers say Artificial intelligence is the most
important aspect of their data strategy
Source: MeMSQL
30% of companies worldwide will be using AI in at least
one of their sales processes by 2020
Source: Gartner

3. What is AI?

4. Process Data

5. Identify Patterns
Process Data

6. Identify Patterns
Process Data
Predict Outcomes

7. Identify Patterns
Process Data
Predict Outcomes
Incorporate Findings

8. Process
Data
Identify
Patterns
Incorporate Findings
Predict
Outcomes

9. Applications

10. Conversation InsightsAutomation Personalization
Applications

11. Key algorithms
and what they do

12. Key algorithms
and what they do
Machine Learning

13. Key algorithms
and what they do
Segmentation
Machine Learning

14. Key algorithms
and what they do
Segmentation
Machine Learning
Computer Vision

15. Key algorithms
and what they do
Segmentation
Machine Learning
Computer Vision
Natural Language Processing

16. Key algorithms
and what they do
Segmentation
Machine Learning
Computer Vision
Natural Language Processing
Multivariate Optimization Algorithms

17. Key algorithms
and what they do
Predictive Analysis
Segmentation
Machine Learning
Computer Vision
Natural Language Processing
Multivariate Optimization Algorithms

18. AI and the
Customer Experience
Sales
More Targeted
Outreach
Marketing
1:1 Personalization
Customer
Reduced friction

19. AI and the
Customer Experience
Sales
More Targeted
Outreach
Marketing
1:1 Personalization
Customer
Reduced Friction
Analytics
Deep insights into customer’s
shopping behaviors

20. Growth
Applications

21. Growth
Applications
Market
automation
optimization
Smart email
curation
Predictive lead
scoring
Automated data
enrichment
Personalized
offers, discounts,
and promotions
Intent-driven ad
targeting
NLP-driven
chatbots
AI-driven social
listening

22. Garbage in =
Garbage out

23. Garbage in =
Garbage out
1. Know your “Training Set”

24. Garbage in =
Garbage out
1. Know your “Training Set”
2. Have a cleaning plan

25. Garbage in =
Garbage out
1. Know your “Training Set”
2. Have a cleaning plan
3. Understand the feedback loop

26. Black-Box
Considerations

27. Black-Box
Considerations
4. Be aware of biases

28. Black-Box
Considerations
4. Be aware of biases
5. Ensure you’re still in control

29. Black-Box
Considerations
4. Be aware of biases
5. Ensure you’re still in control
6. Understand how your data is being used

30. Black-Box
Considerations
4. Be aware of biases
5. Ensure you’re still in control
6. Understand how your data is being used
7. Check privacy and regulatory issues

31. Impact on the
Organization

32. Impact on the
Organization
8. Explicitly identify role changes

33. Impact on the
Organization
8. Explicitly identify role changes
9. Design processes to support

34. Impact on the
Organization
8. Explicitly identify role changes
9. Design processes to support
10. Clear path to measure value

35. Thank
You!
limespot.com
Sharon Goldstein, CEO
sharon.goldstein@limespot.com
@sygoldstein