View Christian Monberg, Zeta Global CTO, explain how you can better pair your proprietary data, analytics and AI to drive acquisition, optimize experiences and boost retention to maximize marketing ROI.
Dominate Your AI Strategy to Reach Real Individuals. Right Now.
1. Dominate Your AI Strategy to Reach
Real Individuals. Right Now.
June 5, 2019
2. 22019 Zeta Global Proprietary & Confidential
Chief Technology Officer
and Head of Product
+ Focused on ensuring technology & product strategy meets the
requirements of business strategy: Data, AI, Scale, UX.
+ Joined Zeta in 2017 through acquisition of his AI company
+ Greatest achievement is not being out-witted by his 3 year old
son, yet.
+ @chrismonberg
Christian Monberg
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Our Mission is to reinvent
how data is used to make
experiences between
brands and consumers
more meaningful
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CHAPTER 1
AI & DATA STRATEGY
CUSTOMER
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"You can see the computer age everywhere
except in the productivity statistics.”
–Robert Solow
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What would you do with
More Autonomy
More Power to Act
More Meaningful Data
More Confidence
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creative decisions…money…brand loyalists…interesting work…You’d make more meaning…...
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GOAL #1
Great customer experiences are
empathic & timely.
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STRATEGY #1
Real-time data systems need to be near
your customer interactions
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GOAL #2
A view of my customer should be
available throughout my organization.
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STRATEGY #2
Data should be intrinsically
transportable
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GOAL #3
Predict what my customers want before
they show up at my door.
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STRATEGY #3
Understand your customer outside of
your four walls
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GOAL #4
Aspire beyond yesterday’s performance
through new insights.
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STRATEGY #4
Data-driven decisions will become
model-driven
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CHAPTER 2
Understanding Real Individuals:
Right Now
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Acquisition vs Retention
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Marketing has never been more chaotic
10,000
messages/day
21
screens/hour
8
seconds each
347,222
tweets/min
51,000
Apple apps/min
284,722
snaps/min
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There is opportunity in chaos. Their journey is telling.
26. CMO’s struggle to crack the code.
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People are
complicated.
Understanding them
doesn’t
have to be.
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You must start by
knowing who
they are
Then understand your relationship
with them
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Who is
Adam?
Email Address
Mobile App ID
Web Behavior
Postal
Transaction
+ Fitness Tracking
Apps
+ Three devices
added to
household in
last 3 months
+ Bought fitness apparel
+ Purchased 3 airline tickets
+ Browsing NYC travel
related topics
+ Reading Marathon News
and Advice
+ Recently applied for a
home mortgage
+ Coming off-lease
Adam
Device IDs
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Example Articles Providing Key Signals For Our Intender Audiences
Users are scored based on the
frequency of visits, how often
they are touching topics and
more.
People move in and out of Zeta’s
intender segments in real –
time.
Our AI unifies user data to
improve performance and
engage customers at the right
time and place.
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Intent modeled from Real-
time Behaviors
+ Knowing when
someone’s in market
+ Understanding how to
market to them
+ See how your segments
over or under index and
adjust creative
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KEY TAKEAWAY 1:
Acquisition and Retention
Marketing will converge
around individual experiences
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KEY TAKEAWAY 2:
Understanding (latent) data in
motion is of far greater value
than attributes at rest
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KEY TAKEAWAY 3:
Campaign managers will
become behavioral
psychologists
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CHAPTER 3
Bringing it all together
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“The true sign of intelligence is not knowledge
but imagination.”
-Einstein
OBSERVATION CURIOSITY EXPERIMENTATION
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“The true sign of intelligence is not knowledge
but imagination.”
-Einstein
Provide the data and AI
to inform new, better
decisions
Provide the insights &
automation from AI to
enable people to be
curious again
Provide the activation &
testing framework to
validate optimal,
outcome-drive results
DATA INSIGHT EXPERIENCES
OBSERVATION CURIOSITY EXPERIMENTATION
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Our value has always started with
data and ended with experiences.
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COLLECT ENRICH ANALYZE STRATEGY ORCHESTRATE MEASURE
• 1st Party
• 3rd Party
• Connectors
• NLP
• ETL
• AI/ML
• Experience
Builder
• Omnichannel
• Real-time
Scoring
• BI
• Attribution
• Data Exports
DATA INSIGHT EXPERIENCES
40. Identity enables AI to be more performant
Deterministic Measurement
Findings
Insights
Platform Execution
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SUMMARY: AI & DATA STRATEGY
PLAN A STRATEGY AND SOLUTION FOR EACH BUILDING BLOCK
Identity
Your foundation:
Onboard data to
identify individuals
throughout their
journey.
1st and 3rd Party Data
Explicit vs implicit:
Look outside of your
four walls to better
understand what
drives behavior.
AI Platform
Test and Learn:
Not all algorithms
are appropriate for
your business or your
users.
Intent Signals
Quiet vs Loud:
AI can optimize and
find buried signals
that anticipate user
need states.
Connected Activation
Right Now:
Respond to data and
signals to reach
individuals in the
moment.
Gratitude for being here. Me, I’m a startup guy in a mid-size company rebuilding itself. Data and AI are at the center of everything we’re doing.
Background in empathetic design & technology.
At Zeta, our mission is to re-invent how data is used to make experiences between brands and individuals more valuable.
You’re not alone. I spend about 90% of my time talking with organizations about their underlying AI and Data Strategy. There are unique challenges, but a lot of people fall into a few traps.
These problems are so pervasive, that we’ve even built out a Lab to get these hard-to-reckon assets out into the open and start looking for business opportunities. Feel free to get in touch with our team if you’re curious about exploring your data strategy.
AI and Data haven’t made people’s jobs easy enough. Productivity is lagging compared to where it’s been.
When Carnegie’s empire grew, it was built on infrastructure. Rails were laid. Smelting plants swelled with cauldron’s of liquid steel. Carnegie shook hands with heads of state to ensure his contracts were flowing past budget process reviews with approval stamps. This is CENTRALIZED POWER, and I think a lot of your IT teams still operate this way. They call the shots. There’s nothing wrong with central technology groups, unless they’ve controlling your destiny.
I Liken it to when Electricity hit the factory. It wasn’t about replacing the central belt drive engine so that business could continue on as usual. It was a new economy, with new choices. It was about putting the electricity at the workbench so that workers could use new types of tools.
DISTRIBUTING POWER CHANGES OUR CHOICES (Online Dating Example) - consumers have power, but marketers don’t always have the power they want/need.
From the consumer perspective, look at what happened to dating when people suddenly had access to other people in the dating pool and could mutually filter based on preferences & attributes in real time. It wasn’t about which party you were invited to, or what friends you had. Maybe it should be…
Real Time Systems need to be near your customers (Alaska Airlines example)
Real Time Systems need to be near your customers (Alaska Airlines example)
Data Transportability: Fuel interaction, BI, and calm the nerves of those that want perceived control. (Export Strategies)
Data Transportability: Fuel interaction, BI, and calm the nerves of those that want perceived control. (Export Strategies)
A real 360 view: Fist Party Data, Enriched, In real time. Get insights from outside the 4 walls.
A real 360 view: Fist Party Data, Enriched, In real time. Get insights from outside the 4 walls.
Data Driven -> Model Driven. You need experimentation frameworks. (Talk about different algorithms competing)
Data Driven -> Model Driven. You need experimentation frameworks. (Talk about different algorithms competing)
We have an innate need to communicate and be understood. Humans have an enduring need to communicate and be understood. There’s nowhere else this is better illustrated than the Caves of Lascaux. Also recommend the book Sapiens by Yuval Noah Harari about the Lascaux Cave Paintings
it’s still true today - I love this image from a Nordstrom. <talk about walking into a Nordstrom and sales people picking up my latent signals>. The buyer looks like she’s having as much fun as the seller.
“Marketing has never been more complicated.”
“On average, we “connected” humans:
are bombarded with up to 10,000 messages a day, across multiple channels,
and switch between 21 screens an hour
with an attention span for any given message, according to Microsoft, that is just 8 seconds”.
“And we ignore the vast majority of them. People have zero time for brands they don’t connect with. Marketers need to engage consumers in a very personal, individual manner: ”
49% of people disregard a brand if they perceive the message to be irrelevant
On the flip side, more than one-third - 36% - are more likely to buy from a brand that sends them personal, tailored message
Adding to the complexity is the unavoidable fact that almost a third of internet traffic is done by bots. Further obscuring the marketplace and making it harder to know your messaging is going to people at all, not to mention the right people
PEOPLE ARE COMPLICATED BUT UNDERSTANDING DOESN’T HAVE TO BE.
This is really hard, even a question like “Hey, how are you doing?” Has so many layers: 1. Generic: “Great” 2. Honest: “Today = boss sent me an email 3. Real: “I have a mortgage payment...” 4. Higher order: “Global warming and pressure to recycle is curishing my soul! How am I doing? How are WE doing? The ice caps are melting!”.
while most of us find it easier to shop from behind the curtain of the internet, it’s a marketer’s job to pick up context.
Real-time data from beyond your four walls can help you do this.
Deterministic. Connect it to an ID. The world of measurement is changing and this needs to be part of your data strategy.
The Journey Of One paradigm will bring acquisition, growth, and retention marketing into one funnel, one common understanding of the user, through data.
Latent signals at motion, are of far greater value than explicit attributes at rest.
Campaign Managers will become behavioral psychologists
MARKETING HAS ALWAYS BEEN ABOUT DATA AND EXPERIENCES. BUT THERE’S A MISSING PIECE
INTELLIGENCE IS NOT KNOWLEDGE, BUT IMAGINATION
HOW DO WE CREATE SYSTEMS THAT ENABLE IMAGINATION? DATA, INSIGHT, EXPERIENCES
For insights, you need time to focus on the right things. Automation can help (AI is good at this)
You need to data from outside of your four walls.
Deterministic Measurement -> Insights -> Experiences.
AI Helps you along the way
Just like in email marketing of yesteryear. Identity is the root.
You can apply AI to anything - if you don’t focus on the user, you don’t end up with a better experience for that individual