The document discusses how data and AI can improve customer experience. It notes that most personalized recommendations currently lack relevance, and data is often not fully activated. The presentation outlines how centralizing data can create more value by providing a more holistic view of customers. With more complete customer profiles, recommendations can be more personalized to drive higher engagement and sales. It also introduces the "loyalty loop" as a new model for the customer journey and discusses how different Criteo solutions can be applied at different stages.

31. Solving Customer
Experience
with Data & AI

32. VP, Analytics, Insights and Data Science Director, Engineering - Criteo AI Lab
Romain LerallutJaysen Gillespie

33. 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

34. What is AI?

35. Data plus AI is the key to customer experience

36. Activating your data

37. Centralization creates value
Winterberry Group

38. 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

39. 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.

40. 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+

41. Forget the linear shopping journey

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

43. 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