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Forrester Soving The Cross Platform Riddle White Paper1
Forrester Soving The Cross Platform Riddle White Paper1
Perpetually connected consumers are mainstream. In the US, by the end of 2012, 42% of online
adults met the Forrester definition of PCCs, up from 38% in late 2011.2 Globally, Forrester predicts
that by the end of 2013, close to half of online adults will be perpetually connected. This opens up the
opportunity for marketers to address consumers at any time and in different contexts and, at the same
time, poses a challenge, as interactions at each touchpoint need to be more data-driven and targeted to
be relevant.
PCCs value utility, personalization, and relevance. These types of consumers want to be addressed
by content designed around their needs and wants.3 Forresters Mobile Mind Shift Index estimates that
22% of consumers now demand mobile utility: They expect any desired information or service to be
available on any appropriate device, in context, at their moment of need.4 These expectations call for
individual rather than segmented marketing. Marketers need to develop the ability to recognize and
target individual consumers, on whichever device they use, at any point in time.5
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Cookies are the most scaled targeting option but the least accurate across platforms.
Cookies, typically belonging to third parties such as DSPs, ad networks, or targeting vendors,
are a powerful targeting tool for desktop-based audience targeting they are nimble, easily
deployable, scalable, and widely available. Third-party cookies fall significantly short, however,
when asked to bridge the gap across a users desktop and her mobile device(s), facing serious
limitations that hamper their utility for multiplatform marketers. Heres why: 1) Mobile OS
platforms are more plentiful than their desktop counterparts and often block third-party
cookies by default, as Apple does, and 2) just as in the desktop world, cookies are specific to a
browser they do not travel across devices, making it very difficult to link a mobile user to her
desktop persona. And while first-party cookies address the cookie-blocking issue, they are not
immune to the cross-browser problem.
Person-based targeting brings the highest accuracy at the expense of reach. A whole host
of companies have collected personally identifiable information (PII) about users for a variety
of reasons: Yahoo creates and maintains users email addresses; Apple has customer phone
numbers; and marketers have databases filled with customer (and sometimes prospect) data.6
These persistent, user-specific data points can serve as a key to identify, map, and ultimately
target a given user across channels, formats, and devices. Person-based targeting has a highly
promising future but struggles today with: 1) access challenges marketers must either own
the PII key directly or find partners that are willing to share it; 2) scale issues there are
simply fewer person-based profiles than cookies today; and 3) privacy concerns there is a risk
of privacy infringement if this is not handled with extreme care.
Inference-based targeting shows promise but remains limited in utility and adoption.
Several companies such as BlueCava and Drawbridge have staked their fortunes on
statistical inference to make accurate guesses about both an individual device and that devices
relationship with other devices, using a range of data points about the devices themselves, the
users browser(s), and more. Other vendors, including several in the data management platform
(DMP) space, are aggressively exploring this option, having run into the limitations of the
third-party cookie firsthand.7 This method also shows promise but faces very real issues today,
including: 1) very limited scalability relative to other options; 2) criticisms about its accuracy;
and 3) an air of privacy-unfriendliness particularly in marketers confusion about persistent
device-based versus more ephemeral inference-based targeting that scares many marketers.
Figure 1 Marketers Can Choose Among Three Primary Targeting Options
What it is:
Cookie-based
Person-based
Inference-based
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Figure 2 Each Targeting Method Presents A Different Set Of Strengths And Weaknesses
Third-party
cookie-based
Personbased
Inferencebased
Performance
Accuracy
Scalability
Persistency
Strong
Moderate
Weak
Ease of deployment
Privacy
Platform
Display
Mobile
Cross-channel
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Deploying a DMP to unify their data-gathering efforts. The past twelve months brought an
explosion of interest in DMPs from marketers explicitly looking for a more unified mode of
data collection and targeting. With the help of DMPs such as BlueKai, companies such as HP
are now capturing a wide range of previously unknown data points on site visitors to use in
their site and ad-based targeting efforts, with a long-term goal of making every communication
relevant. Unsurprisingly, major advertisers are pushing their DMPs to solve for cross-platform
challenges, leading DMP vendors to invest innovation and release new features to address this.
Premium publishers know that their ability to connect with consumers via their content across
platforms is a highly valuable asset. As Lori LeBas, the SVP of business operations, sales, and
marketing of ESPN, notes, Measures are available to publishers like ESPN to target a verified
audience (across devices), but few marketers today are ready to pay the price premiums
associated with these techniques. As DMP adoption is increasing, so too are new kinds
of business relationships between marketers and publishers, including mutually beneficial
data-sharing arrangements that give both parties direct, controlled access to each others
users. Acxiom, a leading marketing service provider (MSP), is investing in the technology and
publisher partnerships necessary to stitch together a massive pool of targetable consumers
across platforms, using its Abilitec product, its universal match key for consumers.
Working with third-party data providers for a mix of ephemeral and persistent signals.
Increasingly, marketers are using third-party data to enrich existing user profiles for more-
accurate targeting and more-relevant message delivery. Today, a whole range of data providers
are at the ready to round out a marketers targeting strategy, from traditional players such as
IXI and Polk (in the financial and automotive sectors, respectively), to digital natives such as
DataLogix, which offers targeting based on users previous shopping behaviors. To keep track
of it all at the user level, DMPs such as Adobe Audience Manager are constantly synching with
third-party providers to maintain a completely up-to-date read of users characteristics for
insights and targeting.
r e c o m m E N D AT I O N S
Develop your measurement strategy ahead of execution. Thankfully, while the targeting
Ensure that your privacy policy is in tune with your brand values. Marketers have long
ignored the explicit role a consumer plays in the targeting value exchange for fear of rocking
the boat, both internally (e.g., with legal teams) and externally (e.g., with a front-page
story in the Wall Street Journal). In the age of perpetually connected consumers who are
more aware than ever that their data is out there for the taking, this is no longer a viable
option. Marketers must focus on trust, transparency, and control in their dealings with
consumers and their data. As Ned Brody, CEO at AOL Networks, puts it, The reality is that
many things have been done for the consumers benefit but not with the consumers choice.
Beyond your own privacy and consumer data-related efforts, be sure you understand any
potential partners approach to data collection and consumer opt-out, particularly with
respect to more cutting-edge techniques such as device fingerprinting.
Invest in creative strategy as much as in targeting. Marketers who want to deliver on the
promise of relevant message delivery will need to drive deeper integration of creative and
media-buying decisions to be able to act quickly enough. This may mean developing formatspecific executions, building more creative concepts to appeal to a range of very different
audience segments, or investing in dynamic creative optimization (DCO) technology
ideally, it means doing all of these things. The payoff is there, says Yahoos Peter Foster, vice
president of solutions development and mid-market sales, In early results, were seeing that
the combination of audience solutions, in addition to data-driven creative that personalizes
the ad elements to each individual, can yield up to 100% lift in conversion.
Supplemental MATERIAL
Companies Interviewed For This Report
Acxiom
Responsys
AOL
Rocket Fuel
AudienceScience
Simulmedia
BlueKai
ComScore
Digitas
ESPN
Turn
Guthy-Renker
X Plus One
Knotice
Xaxis (WPP)
Nielsen
Yahoo
Endnotes
Forrester defines the perpetually connected consumer as one who owns and personally uses at least three
connected devices and accesses the Internet multiple times a day from multiple physical locations, at least
one of which is on the go. For a full discussion of these customers and the addressability framework we
use to engage them, see the September 26, 2012, The Always Addressable Customer report.
At the end of 2012, 42% of US online adults were accessing the Internet multiple times a day from multiple
devices and locations. See the February 11, 2013, 2013 Interactive Marketing Predictions report.
Source: North American Technographics Online Benchmark Survey (Part 2), Q3 2012 (US, Canada).
In 2013, the ultra-connected customer base will grow at a staggering pace, destabilizing marketing as youve
come to know it. This report identifies the changes youll see in your customers expectations, your abilities,
and the way your organization is structured and explains how you can succeed in this new age. See the
February 11, 2013, 2013 Interactive Marketing Predictions report.
Six years into the smartphone transition, customers are making a mobile mind shift. The shifted customer
expects that any desired information or service is available on any appropriate device, in context, at their
moment of need. To analyze how far people have shifted, we created the Mobile Mind Shift Index (MMSI),
which segments people into six categories: Disconnecteds, Dabblers, Roamers, Adapters, Immersers, and
Perpetuals. See the April 19, 2013, The Mobile Mind Shift Index report.
Forty-three percent of perpetually connected consumers are willing to share personal data in exchange
for loyalty points, compared with only 28% of US online adults overall. See the April 19, 2013, Marketing
Strategy For The Mobile Mind Shift report.
PII is defined in the NIST Special Publication 800-122 as any information about an individual maintained
by an agency, including (1) any information that can be used to distinguish or trace an individuals identity,
such as name, social security number, date and place of birth, mothers maiden name, or biometric records;
and (2) any other information that is linked or linkable to an individual, such as medical, educational,
financial, and employment information. A users IP address counts as PII, regardless of whether it may
or may not on its own be used to uniquely identify a person. Source: Erika McCallister, Tim Grance, and
Karen Scarfone, Guide to Protecting the Confidentiality of Personally Identifiable Information (PII):
Recommendations of the National Institute of Standards and Technology, NIST, April 2010 (http://csrc.nist.
gov/publications/nistpubs/800-122/sp800-122.pdf).
A data management platform (DMP) is defined by Forrester as, A unified technology platform that intakes
disparate first-, second-, and third-party data sets, provides normalization and segmentation on that data,
and allows a user to push the resulting segmentation into live interactive channel environments. DMPs
have risen in popularity over the past year with marketers looking to unify their digital audience data
collection efforts and operationalize targeting across a range of addressable channels, both paid and owned.
For more information on the DMP space, see the July 25, 2011, The DMP Is The Audience Intelligence
Engine For Interactive Marketers report.
Forrester Research, Inc. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
Forrester works with professionals in 13 key roles at major companies providing proprietary research, customer insight, consulting, events, and peer-to-peer executive programs.
For more than 29 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. For more information, visit www.forrester.com.
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located at www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.