presenters solving today’s search experience...tech-talk webinar presenters mike gualtieri vp and...

© 2020 eMarketer Inc.

Solving Today’s Search Experience Complexities

Sarah AssousChief Marketing OfficerZoovu

Marissa CoslovVP of Business DevelopmenteMarketer

Sponsored content presented by

MODERATOR

February 26, 2020Tech-Talk Webinar

PRESENTERS

Mike GualtieriVP and Principal AnalystForrester

AI Conversational Search

Featuring

Mike Gualtieri, Guest Speaker

Conversational Search For Personalized Digital Commerce Experiences

Mike Gualtieri, VP & Principal AnalystFebruary 2020 – Zoovu Webinar

#Priority

For you For all For segments For you

Demographic Relationships

Real-Time, Digital Relationships

Personal Relationships

Mass Relationships

Buy

er E

xper

ienc

e

1800 1900 1950 2000 2020

Personalized digital experiences are hard to scale for most digital commerce businesses…

…but, it is standard course for Internet giants.

#Commerce

Retailers spend billions on ads to drive shoppers to digital commerce experiences.

Shoppers find your digital commerce site…

…only to be frustrated.

#Search

14© 2016 Forrester Research, Inc. Reproduction Prohibited

Cognitive search

Keyword search has evolved to what Forrester calls “Cognitive Search”

Sci-fi

Cognitive search is AI-powered search.

Cognitive search uses AI to understand product descriptions, specifications, and images.

Engage in digital conversation about that specific customer’s journey right now.

Find relevant product content that leads to conversion right now?

Determine if you should you make an offer or offer a gentle nudge right now?

#Conversation

Q AConversational search provides answers rather

than raise more questions, and….

…that keeps shoppers focused on the buying journey of their choosing.

Search

Consider these six factors in choosing a cognitive search platform for digital

commerce.

1. Integrations

Conversational search technology must be seamlessly integrated with leading digital

commerce and content platforms.

Pre-built applications and/or solution accelerators can make cognitive search

applications quick.

Infuse it to use it.

2. Information

Garbage In = Garbage Out

Retailers have dozens of sources of valuable content, catalog and other commerce data.

© 2013 Forrester Research, Inc. Reproduction Prohibited 32

Organizations’ data is super rich - needed for successful, pervasive machine learning› Customer transaction data

› Point-of-sale data

› Customer and supplier contract data

› Inventory data

› Supply chain data

› Product/service data

› ERP and manufacturing data

› Supplier transactions

› R&D data

› Sales and CRM data

› Marketing/advertising data

› Human resources data

› Finance/accounting data

Data is the raw fuel of cognitive search.01

0011

0011

0110

0100

1100

1101

10

Algorithms get the press, but data leads

to success.

Choose a search solution with pre-built data/content connectors and includes and

SDK to create custom connectors.

3. Intelligence

Cognitive search is AI-powered search.

The first step in finding personalized information is to understand the user’s intent

and context?

To offer relevant information, cognitive search must find a needle in a haystack every time a

person initiates a query.

Search queries should support multiple query modes to explore list of results and answer

singular questions in a conversational interfaces.

Cognitive search leverages every user interaction to automatically tune relevancy.

If you want relevance you need intelligence.

Choose a search solution that maximizes AI for intent, relevancy, query mode, and tuning.

4. Operations

Cognitive search solutions are like us; they sometimes need help.

Usage analytics lets you measure the success of cognitive search.

Tuning tools let you boost and bury search results to improve relevancy

manually.

Tune with tools to rule.

Choose a search solution that provides usage analytics and tuning tools.

5. Architecture

If search goes down, business goes down.

Applications and data exists everywhere – on-premise, cloud, and edge.

Search must scale to handle an increasing number of data, content, and customers.

It ain’t fun, if it don’t run.

Choose a search solution that employs scalable, high-availability, and cloud

design maxims.

Search

Retailers spend billions on ads to drive shoppers to digital commerce experiences.

Digital retailers must maximize conversations to stay competitive.

Use search to power shopper conversations to…

…enjoy more conversions and more wallet share.


3 key challenges faced by consumers today…

FOBOOverabundance of choice

Lack of product knowledge & support


Conversational search is the only

solution enabling brands to meet

the changing needs and

expectations of today’s shoppers.

shopper at first interaction

because of a superior search

experience

to buy them with

personalized recommendations

them with a guided

experience

Structured conversations that lead to

In-store assistant knows which questions to ask to guide

shoppers to the right product for their unique needs / usage

Simplify decision making with AI driven questions to guide shoppers to the perfect

product that fits their individual needs / usage


Texture

Hair Type

Use of heat tools

Desired outcome from styling

Outdoor exposure

Shampoo, Conditioner & Mask Recommendations based on

Level of physical activity

AgeEngagementRate


+

2500Retailers

live

100M+Customersserved in

2019

211%Increasein CVR

47%AOV uplift

25-30xROI in up to

12 weeks

4xQualified

Leads

Scientifically Validated and Statistically Reliable

Remember

▪ Listen to your customer

▪ Be smart with your questions

▪ Be helpful and valuable

▪ Be accessible

www.zoovu.com


If they can’t find it, they can’t buy it

© 2020 eMarketer Inc.

Solving Today’s Search Experience ComplexitiesPlease submit any questions you have and we’ll do our best to address them! All registrants will be receiving a follow-up email with a link to view the on-demand materials.

➢You can register for upcoming Tech-Talk and Meet the Analyst Webinars at: emarketer.com/webinars

➢Be sure to also check out eMarketer’s “Behind the Numbers” podcast for daily, freewheeling conversations about the ways digital is transforming media, marketing, business and even life. Tune in at: emarketer.com/podcast

Sarah AssousChief Marketing OfficerZoovu

Marissa CoslovVP of Business DevelopmenteMarketer

Sponsored content presented by

MODERATOR

February 26, 2020Tech-Talk Webinar

Q&A Session

PRESENTERS

Mike GualtieriVP and Principal AnalystForrester

presenters solving today’s search experience...tech-talk webinar presenters mike gualtieri vp and...

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