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Clicktale - NOAH18 Tel Aviv

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Big Data & Analytics - Presentation by Liraz Margalit, Head of Digital Behavioral Research of Clicktale at the NOAH Conference Tel Aviv 2018, Haoman 17 on the 13th of March 2018.

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Clicktale - NOAH18 Tel Aviv

  1. 1. Experience Means Everything. Clicktale. Answer Anything. Dr. Liraz Margalit Web Psychologist, Head of Behavioral Research 06 March 2018
  2. 2. Three Conferences, One Mission: Empower the European Digital Ecosystem To provide a physical marketplace that facilitates funding of digital European companies at all stages Mission Mission Mission Connecting Capital with Entrepreneurs Connecting European Champions and Challengers Connecting Israel’s Startups with Large Corporates and Investors 30-31 October 2018 Old Billingsgate, London 6-7 June 2018 Tempodrom, Berlin 13-14 March 2018 Haoman 17, Tel Aviv To promote Israel - European relationships and enable funding To bring together future-shaping executives and investors active across segments driven by digital revolution
  3. 3. Clicktale Experience Cloud Answer Anything: desktop, mobile & apps
  4. 4. 3 | Confidential Helping leading brands succeed in the experience age
  5. 5. 4 | Confidential Background Pioneer & Innovator Fast Growing Enterprise-Scale SaaS • Founded 2006 • 270+ employees & growing • Offices in San Fran, New York, London & Tel Aviv • Fortune 500 client base • On Pace: $100M ARR Run-rate • Investors: • Patented technology • Limitless scalability: • Monthly: 3 Billion pageviews/customer • Daily: 3.7 Trillion interactions recorded (desktop, mobile & app) • Every Second: ½ million server requests
  6. 6. Experience means everything. Clicktale. Answer anything.
  7. 7. 6 | Confidential What about the other 97%? 3% Didn’t convert??? Converted
  8. 8. 7 | Confidential
  9. 9. Conversion rate does not equal customer experience
  10. 10. Experience... Interaction between a subject and a stimulus that is influenced by personal interpretation
  11. 11. Brands that want to break away from the pack should focus on emotions “How an experience makes customers feel has a bigger influence on their loyalty to a brand than effectiveness or ease of use in nearly every industry.”
  12. 12. “70% of our day to day interactions are based almost entirely on non-verbal signals” Barnum, C., and N. Wolniansky. "Taking cues from body language." Management Review, June 1989, p. 59+. Academic OneFile, 28 Sept. 2017.
  13. 13. Your interactions & movements online reflect your state of mind. Hibbeln, M. T., Jenkins, J. L., Schneider, C., Valacich, J., & Weinmann, M. (2016). Inferring negative emotion from mouse cursor movements. Yamauchi, T. (2013, September). In Affective Computing and Intelligent Interaction (ACII), 2013 Humaine Association Conference. IEEE.
  14. 14. 13 | ConfidentialCLICKTALE PSYCHOLOGICAL ANALYTICS The five mindsets that reflect visitors’ key behavioral patterns LACK OF INTEREST Lost sense of direction, position, or relationship with page DISORIENTED No interest/insufficient motivation to keep exploring page/content EXPLORING Zero-in on options by investigating options page has to offer MINDFUL Pay attention to content on page; deeply engaged FOCUSED Focused, know what they want; pay less attention to the page
  15. 15. 15 | Confidential Customer’s mindset is influenced by the different touch points along the journey Homepage Category page Product page Checkout pageCategory page EXPLORINGFOCUSED MINDFUL MINDFUL DISORIENTED
  16. 16. 16 | Confidential How is our brand experience performing? Case study: leading e-commerce sites CUSTOMER 1 CUSTOMER 2 26% 36% 25% 12% 10% 46% 23% 17% 3.4% DisorientedLack of Interest Exploring Mindful Focused
  17. 17. 17 | Confidential Changing the brand experience: results “The results were very clear: significant shifts in favorable behaviors such as more mindful interactions, as well as sizable decreases in visitors who displayed a lack of interest.” Customer Journey Partner MINDFUL: 3.4%  15% LACK OF INTEREST 19%  8% CONVERSION 1.8%  3% BEFORE: AVG. CONVERSION 1.8% 67% INCREASE IN CONVERSIONS STRONGER EMOTIONAL CONNECTION KEY BENEFITS REDUCTION IN NEGATIVE EXPERIENCE 46% 25% 19% 3.4% 58% DisorientedLack of Interest Exploring Mindful Focused AFTER: AVG. CONVERSION 3% 58% 15% 18% 8%
  18. 18. “The results were very clear: significant shifts in favorable behaviors such as more mindful interactions, as well as sizable decreases in visitors who displayed a lack of interest. These amazing results are a great validation of why it’s important to combine psychological research and data science for an optimum customer experience.”
  19. 19. Q&A Liraz Margalit (PhD) Web Psychologist & Head of Behavioral Research, Clicktale clicktale.com facebook.com/Clicktale @Clicktale 1800 807 2117 Liraz.Margalit@clicktale.com @LirazMargalit
  20. 20. Selected Completed NOAH Transactions Focus on Leading European Internet companies Covering over 400 companies across 25 online verticals, a broad range of over 500 investors as well as 100+ online-focused corporates Deep understanding of industry dynamics Ability to add value beyond banking advice Facilitates overall process and minimizes management distraction NOAH Advisors is globally well connected and has direct access to virtually all key players in the industry Knowledge of and strong relationships with potential buyers’ key decision makers Proactively finds and unlocks attractive investment opportunities for leading investors Annual NOAH Conference in its 8th year Over 40 years of combined relevant M&A experience Routine execution of M&A and financing transactions with sizes of several billion euros 30 successfully completed NOAH Advisors transactions underline successful transfer of M&A competencies to the Internet sector Entrepreneurial mind-set, focused on growing the business and establishing a reputation for excellence Ability to deliver top results in short time frames Highly success-based compensation structures align interests of clients and NOAH Advisors, and demonstrate conviction to deliver top results Creative deal solutions December 2014 September 2014 October 2014 May 2014 Sale of 100% of for $800m to Exclusive Financial Advisor to Fotolia and the Selling Shareholders Sale of 100% of for €80m to Exclusive Financial Advisor to Trovit and its Shareholders Sale of controlling stake in to Exclusive Financial Advisor to Facile.it and its Shareholders sold 100% of for $228m to a joint venture between Exclusive Financial Advisor to Yad2 and its Shareholders Unique Industry Know-How Unmatched Network and Relationships Strong Investment Banking Competence Full Commitment - We Are Entrepreneurs! EUROPE’S LEADING INTERNET CORPORATE FINANCE BOUTIQUE September 2016October 2016 December 2016 Financial Advisor to Oakley Capital ® Marco Rodzynek Managing Director & Founder marco.rodzynek@noah-advisors.com Jan Brandes Managing Director jan.brandes@noah-advisors.com The NOAH Advisors Core Banking Team Acquisition of a Majority Stake in by from at a valuation of €300m Investment in Exclusive Financial Advisor to KäuferPortal and its Shareholders by 84% Ownership Financial Advisor to Silver Lake Investment in by August 2017 Financial Advisor to EMK Capital Acquisition of a Majority Stake in by at a valuation of $200m Aleksander Skwarczek Analyst aleksander.skwarczek@noah-advisors.com Nikhil Parmar Director nikhil.parmar@noah-advisors.com