obsessed · 2020. 4. 24. · directmail segmenta segmentb segmentc segmentd anonymous named loyal...
TRANSCRIPT
Obsessedadjective UK /əbˈsest/“unable to stop thinking about something; too interested in or worried about something.”
The AI wired Customer
The rise of the robots and AI
2020 Martech landscape
80%
Procrastination
Right time, right device, right channel in the right context
Right time, right device, right channel in the right context
Instantgratification
.
“64% no longer want to exchange personal data for a
better experience. 90% expect a personalized experience "
90% consider visuals a key decision factor
Source: Kissmetrics
Recommendation addiction
Welcome to the age of the AI wired Customer
• Search is evolving and becoming visual and conversational
• Binary Procrastination is the norm• Context is not what it used to be• Predictive becomes standard• we’re all irrationally impatient• Screens vanish• Convenience rules, also in B2B
The AI wired Customer
The rise of the robots and AI
2020 Martech landscape
Your Marketing
Stack
Your Marketing
Stack
Your Marketing
Stack
Your Marketing
Stack
Your Marketing
Stack
Your Marketing
Stack
Your Marketing
Stack
TrafficEngagement
Results
Time
Why choose?
CAMPAIGN
One-night stand
CLASSICAL MARRIAGE
TrafficEngagement
Results
Time
Traditional Communication Model
CAMPAIGN1
CAMPAIGN2
CAMPAIGN3
CAMPAIGN4
Engage
Find Forget
It’s time we start using magnetsto attract attentionrather than a sledgehammer.
What are the signs that your business
needs marketing automation
software?
1. You’re having engagement gaps and need to re-engage with prospects all the time while keeping your resources consistent.
2. Your prospect and customer lists are getting too complex to maintain manually
3. You don’t have enough leads, or your customer list is too thin
4. You’ve got your content all worked out, but there’s a hiccup getting it distributed and in front of your audience.
What is the ideal environment for
marketing automation to
function and
drive value?
1. Your products and services are high ticket transactions
2. Your products and services are too new or complex to understand
3. You have high volumes of customers (+10,000 in B2B)
4. You have long buying cycles, for example, cycles that span more than 12 months
5. You are scaling campaigns across borders, in multiple countries and various territories
Marketing Automation B2B vs B2C
50%Of leads are not ready to buy.
The conversion reality
0%
20%
40%
60%
80%
100%
MQL SQL CLOSE
80
%N
OT
F
OLL
OW
ED
U
P
80
% d
o bu
y w
ithin
9 m
onth
s (e
lsew
here
)30
%Q
ualif
ied
70%
D
ISQ
UA
LIF
IED
20%
20%
à The hidden opportunity
Source: Sirriusdecisions
Lead scoring vs lead grading
A1
B1
C1
A2
B2
C2
A3
B3
C3Interest & engagement level
Soc
io d
emog
raph
ic p
rofil
e fit
Marketing Qualified Lead (MQL)
Nurture
Sales
Myths debusted – 5 most common myths
on ‘not readiness’
for marketing automation
1. It’s only for big enterprises
2. I need a content plan and personae that are ready
3. I need to have a buyer journey mapped out
4. I cannot afford it
5. I need a clean sparkle database
· You have to manually enter data into your database;
· Your contacts do not receive your message;
· You have a high bounce rate;
· You notice a decrease in effectiveness of your campaigns;
· Your ISP-trust score is decreasing over time;
· You notice that your data mostly consists of duplicate data;
· You’re struggling to convert leads into customers;
· You notice a decrease in lead-activity.
Data QualitySings of bad data quality
·
Data QualityThe Solution: ‘Cavcat’ your data quality
1. Completeness2. Accuracy3. Validity 4. Consistency 5. Availability6. Timeless
The functionality of a marketing
automation solution?
1. Email automation2. Tracking behaviour3. Hosting marketing files4. Lead management5. List management6. Social media management7. Analytics and reporting8. SEO and digital advertising integration9. Forms and landing pages with progressive profiling10. Automated workflows11. Personalization12. Integration
The 2020 Growth Architecture Playbook
Engagement metricsVanity metrics: Site traffic, Open
rates, Click trough rates, event attendance, return on content, unsubscribes, reconversions.
Performance metricsCareer boosting metrics: SQL’s, SAL,
Lead velocity, conversion rate Value metricsThe real stuff: CAC, CLV, Marketing
contributed revenue, multi touch attribution models, engagement
metrics
Mass Transactional Experience
NS
M &
CES
.
“Convenience eats trust for
breakfast"
1%Of all data is used to benefit the CX.
Consumers experience a single type of touch-point
Retailer has a single type of
touch-point
Consumers see multiple touch-
points actingindependently
Retailer’s channel knowledge and
operations exist intechnical silos
Consumers seemultiple
touch-points as part of the same
brand
Retailer has a “singleview
of the consumer” but operates in functional
silos
Consumers experience a brand, not a channel within
a brand
Retailer leverages its “single view of the
consumer” incoordinated and
strategic ways across the enterprise
Where are you on the omnichannel spectrum?
Single Channel
The legacy
Image: Shoppers Disrupted: Retailing Through the Noise IBM
TheNirvana
Multi-Channel Cross-Channel Omni-Channel
CRM à MA à CDP
DMPCRM CDP
1990’s 2000’s 2018
MA DMP
CDPCRM
What’s keeping you?
Packaged software
Persistent, Unified Customer Database
That builds a
That is
Accessibleto other systems
Easy to share, change systems without disruption
Any source
The CDP universe
Best practice when deploying CDPDefine needs based on goals
Purchase
Apps
CRM
Web
Mobile
External
Ingest
Standardize and transform
Link identitiesLoad data
Aggregate and index
Segment
Predict
Budget
Personalize
Orchestrate
Content
Reformat
and
expose
Process
Data Decisions
Expose Analytics Campaign
Syndication Tool Integration
BI & Data Science
Social Media
CMS
Advertising DMPs
Mobile
Direct Mail
Web
Process flow for a Customer
Data platform
1st P
arty
Dat
a (y
ourd
ata)
2nd
& 3r
d Pa
rty
data
(enr
ichm
ent)
Personal & Demographic
OnlineBehavorial Data
Engagement Data
Transactional & POS Data
iOS &Device Data
DataValidation
Cleansing & Enrichment
Data Derivation
Data Workflow
IdentityUnification
User Profile Stitching
WebPersonalization
Ad Campaigns
1
Push Messaging
EmailCampaigns
Direct Mail
Segment A
Segment B
Segment C
Segment D
Anonymous
Named
Loyal
Look alike (Via DMP)
SocialCampaigns
Data Unification Cross-device Segmentation Actioning
Customer
Data flow for a Customer Data
Platform
RPA
How does a data bot work?
The benefits of an RPA
1. Expendability: if the standard functionality fails, DataBots can be extended with additional functionality so that they have, for example, Natural Language Processing and robust OCR capabilities.
2. Flexibility 3. Total Cost of Ownership (TCO): typically, DataBots are
cheaper and more flexible compared to ‘conventional’ integration methods.
The AI wired Customer
The rise of the robots and AI
2020 Martech landscape
Deeplearning
ArtificialIntelligence
Machine learning
Naturallanguage
processing
Computer vision
Imagerecognition
Naturallanguage generation
What is AI?
https://growthagent.eu/article/what-happened-last-decade-was-peanuts-what-will-happen-next-6-months
AI: the definition"Forrester defines Artificial Intelligence as: "A self-learning system that is able to interact with humans naturally, understands the environment, solve problems, and perform tasks that normally require human intelligence, qualities, and abilities without the need to code instructions and rules."
The 3 main use cases of AI
Augment
Automate
Optimize
the combination of AI and human operations, human is in the lead
human and machine co-exist
Absorbing tasks where humans and machines complement each other but the machine takes the lead
The majority of AI use cases today can be categorized based on the capability to:
• Foresee consumer behaviors• Predict consumer needs• Hyper-personalized communication
Programmatic & Bid management Ads variationsRetargeting
Smart dashboard Journey analysis
SEO analysis
Reco engines & PersonalizationDynamic pricing
Next Best Action Lead scoring
Email automation
Chatbots Predictive customer service
Recommended response
Influencer analysis Smart content curation
Topic definition
PAID MEDIA
MARKETING ANALYTICS
SEO
ECOMMERCE & APP
CRM
CAMPAIGN AUTOMATION
SERVICE MANAGEMENT
SOCIAL MEDIA
CONTENT
PERCEIVED RETURN ONINVESTMENT
CURR
ENT
LEVE
L OF
AI
PERFORMANCE MARKETING
RELATIONAL MARKETING
Delivering on the promise, or disappointing on the hype
FINDProduct
Orientation
WANTIn-category &
Brand consideration
GETFulfilment& Usage
NEEDTriggers &
Awareness
RETAINRepurchase
& Evangelize
PASSIVEPre-category
Potential Customers
PROGRAMMATIC SAMPLING
DYNAMIC ADS
RECOMMENDATION ENGINE
RE TARGETING ADS
RE-ENGAGERecover Inactives
& Lapsed
BUYPurchase &Confirm
Amazon’s end-to-end AI MODEL
WHAT
OF
PEOPLE
TECHNOLOGY
DIGITAL CAPABILITY
DATA INFRASTRUCTURE
CORPORATE CULTURE
PROCESS
HOW WHY
EFFICIENCY & EFFECTIVENESS
OPERATIONAL ACHIEVEMENTS
GOAL
1. AUTOMATION2. OPTIMIZATION3. AUGMENTATION
COMPANY BENEFIT
1. PREDICT BEHAVIOR2. ANTICIPATE NEEDS3. HYPER-PERSONALIZE
CONSUMER NEEDS
1. RELEVANCE2. CONVENIENCE3. SEEMLESS CX
MKTG EXECELLENCE
1. OMNI-CHANNEL CX2. 1-TO-1 AT SCALE3. DIFFERENTIATION
BIZ OBJECTIVE
1. PROFIT2. SAVING3. SATISFACTION
PROCESS
1. DATA2. ACTION3. INTERACTION
TO FOR
AI adoption model
58
A curated list of AI tools
AlegionBrightedgeCalibermindConcured
CrayonEquals3
MarketmuseNetraNode
Opentopic
Predicting Customer behaviors, defining strategies, prioritizing activities and determining how
to allocate marketing resources.
Atomic reachClarifaiCurata
GumGumNarrative science
PhraseeScoop.it!
Creating, curating and optimizing content,
including blog posts, emails, landing pages, video
and advertisements.Beehive
DriftKlevu
SentientSeventh Sense
SkywordUberflipFroomL
Customer experiences through intelligently
automated emails, content and product
recommendations, AR/VR, and web experiences.
01Strategyze
02Shape
03Share
04Promotion
AlbertOnespot
PulsepointSiftrock (Now Drift)Smart Moderation
YextPaveAI
Managing cross-channel and cross-device
promotions to drive engagement and actions,
including audience targeting, social publishing
and digital paid media management.
Turning data into intelligence through
automated narratives and insights, and using that intelligence to optimize
performance
16
What is the impact?
The tasks associated
• Determine goals.• Construct buyer personas.• Discover keywords and topic
clusters.• Analyze existing content for
gaps and opportunities.• Determine editorial calendar
topics.• Capture competitive intelligence.• Segment contact databases.• Identify companies and contacts
most likely to convert.• Predict conversion paths and
points along the buyer journey.• Predict churn.• Prescribe marketing strategies
and tactics.• Allocate digital paid budget by
channel and audience.
• Draft social media updates.• Write data-driven content.• Optimize content for search
engines.• Curate content.• Develop ad copy and
creative.• Write email subject lines.• Write nurturing/sales email
workflows.• Convert voice to text, and
text to voice.• Recognize, categorize and
auto-tag images.• Analyze (and score) text for
grammar, sentiment, tone and style.
• Design websites.
• Recommend highly targeted content.
• Deliver predictive product recommendations.
• Personalize content, offers and web experiences with images, text and CTAs.
• Engage users through bots and chat.
• Serve up contextual ads based on user history and look-a-like data.
• Answer voice and text questions.
• Deliver customized search results.
• Individualize and optimize email send time.
• Adjust digital ad spend in real-time by channel and audience.
• Optimize cross-channel campaigns.
• Test headlines, landing pages, images and creative.
• Schedule social shares.• Improve email deliverability.• Deliver (re)targeted ads.• Score leads and continually
adapt the lead scoring system.
• Monitor activities and outcomes.
• Discover insights from analytics.
• Forecast performance.• Write performance reports
01Strategyze
02Shape
03Share
04Scale
The AI wired Customer
The rise of the robots and AI
2020 Martech landscape
Get on board.Get Obsessed. Stay ahead.
Thank you.