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Customer Intelligence

What is Customer intelligence (CI)?

Customer intelligence is the process of gathering and analyzing information regarding customers, and their details and activities, to build deeper and more effective customer relationships and improve decision-making.

With the help of BEX Customer Intelligence, we will create your own database! Such a base is accounted for as an intangible fixed asset and can be depreciated on a monthly basis over several years.

There are 3 levels of data collection:

- Behaviour of anonymous visitors on your website.

- Behaviour of registered users on your website.

- Behavior of visitors anywhere on the Internet.




How does Customer intelligence work?

Everything starts with gathering data in one central location (data warehouse), where it can be analysed and processed accordingly. What exactly to look for and how deep to dig through the data is a case of clients needs and wishes.

BehaviourExchange Customer Intelligence services include building your own database,
data processing and the use of data.

Such database provides comprehensive and useful insights into the behavior of your web visitors, customers and users and consequently, an understanding of what motivates them to make purchasing decisions. This insight into their behavior tells you not only who, what, when and where, but why.

Understanding why they behave the way they do allows you to adjust your communication and offers to their needs and to establish personal communication with each of them on your website or wherever on the internet.




What is the advantage of BEX Customer Intelligence service?

Visitor and customer behavior data is the largest asset of any company, and such a database is your data capital.

Building a good and high-quality database about the behavior of online visitors and customers is a time-consuming and challenging process. Data is being collected 24/7, because quality processing requires an extremely wide array of balanced data. With artificial intelligence, mathematical algorithms, and big data, BEX Customer Intelligence remembers, processes and prepares the data from all interactions with your website.

We help you build your own database with our knowledge, a team of experts and our extremely valuable existing BEX database of 3 million anonymous profiles. The quality of BEX data, and above all the amount of data, enables We monitor the activities of our online visitors on a daily basis and what content our visitors are interested in. In Slovenia, we record an average of 5 million activities daily, and more than 20 million more outside Slovenia.

This way, we enable you to understand the impact of each visitor's characteristics on your online business.us to build a database of your web visitors’ behavior faster and more comprehensively.




How can BEX Customer Intelligence database be used in practice?

BEX CI gives you a comprehensive understanding of your web visitors, customers and users, derived from data collection, analysis and contextualization. By understanding and placing data into the context of your business operations you can make effective and intelligent business decisions and deliver measurable results.With the information we collect and process for you, you will be able to offer every customer exactly what they are interested in. And more:

- you will be able to address each of your web visitors individually according to their interests,

- sell more to your existing and new visitors on the page,

- find those visitors who currently buy similar products from competitors,

- save money on advertising,

- build a better and more solid relationship with customers,

- easier creation of a business development strategy,

- higher conversions,

- increase the number of repeat visits and the number of requests,

- demonstrate the diversity of your offer and gain more leads,…




Which analyses of online behavior are included in BEX Customer Intelligence service?

There are 3 levels analysis:

- Basic analytics

- Advanced analytics

- Customer / Shopper profiles

Basic analytics

- Type of visitors. New and returning

- Individual visitor activities:impressions, views, and clicks, what they were looking for on the page (search toolbar)

- Visit time, location and duration: when a visitor came to the page, where he landed, how long he stayed on the page

- Source of visit: where the visitor came from, from which country, device, platform or browser

Advanced analytics

- Logging and analyzing different types of events (goals, conversions)

- Customer loyalty

- Page retention patterns

- Understanding of shopper’s behaviour, especially those who avoid to complete the purchase

- Visitors Lifetime Value - VLV

- Customer Lifetime Value - CLV

- Browsing depth on the page (scroll map)

- Tracking of orders: who, when, what, value, product category and other product features, ....

- Personalized Website service: widget display (to whom, when, what products, which target group), click on widget and landing page

- Analytics for BEX Profiled Advertising: who, when, where they clicked on your ad and what creative ...

Customer / Shopper profiles

- Buy now/ Impatient

- Discount/ Price sensitive/ The Bargain Hunter

- Researcher/ Best Product/ The Educated Guesser

- Returning / Reclamation

- Single/ Lost Diamond

- I want the latest/ The Early Adopter

- Experiential/ The experience Lover

- The Recreational Shopper




How can BEX Customer Intelligence be used in the marketing department?

Marketing can make great use of Customer Intelligence, as it involves understanding of consumer preferences and deciphering how potential or existing customers will evolve or where they will go in the future. Advanced analytics allows to plan strategies and campaigns in advance with more confidence and precision. Marketing also needs to know where each euro goes and how it affects the overall sales flow. Advanced analytics helps marketing departments and agencies create a complete picture of total spending and results by combining data from CRM, advertising, and other data systems.

BEX CUstomer Intelligence shows how organizations can use interactive reporting to better understand their marketing spending and results, and use data-based methodologies to clearly link these efforts to ROI. Campaign optimization requires ongoing performance review to evaluate and determine which ads, platforms, and other targeting parameters deliver the highest performance and are the most cost-effective. By targeting your advertising spend on the most successful campaigns, you'll generate a higher return on your investment (ROI). An overview of digital marketing channels and conversion rates can be the basis for further research and optimization of marketing activities. BEX enables the optimization of online marketing campaigns on all platforms by constantly increasing the conversion rate.




How can BEX Customer Intelligence be used in the sales department?

With the help of data, sales can determine the customers with the highest value, the sellers who are the most successful, and the most popular and profitable product categories. For some organizations, mostly global companies, most sales processes take place through phone calls / online meetings. With the help of data, they can analyze their sales calls with prospects to find opportunities to improve their sales process. Advanced analytics helps identify covariates that can significantly affect the possibility of concluding a deal.

Understanding the sales flow and its key components is crucial before you start evaluating and improving results - from the beginning to the end of sales opportunities. By analyzing the effectiveness of your sales funnel, you will be able to spot bottlenecks and take the necessary steps to improve the health of your business. Armed with the idea that every proposal has a sales funnel, you will be able to take your business proposals to new levels.

BEX provides an instant visual display of sales KPIs and a better understanding of a company’s shopping cycle, more precise location and brand designation, and optimizing sales performance throughout the day of the week, which ultimately improves the overall sales data analysis process.

Discovering more opportunities in existing user accounts can influence expansion and sales, as well as identify and mimic the most effective sales activities. Understanding price and discount trends allows you to increase the value of the deal and close more new deals.




How can BEX Customer Intelligence be used in the customer relationship department?

The customer relationship department can monitor and compare important metrics, KPIs, trends, and manage all customer relationships and interactions from a bird’s eye view. It can identify the advantages and disadvantages of communication, what to focus on in presentations, trainings, workshops, etc. It can analyze backlog purchases and measure the effectiveness of sales agents against benchmarks and values. It can advise product development teams on weak supply areas or products by analyzing the nature of customers ’purchasing process. It is important to organize customer data based on relevance and to identify customers at different stages of the purchase and to organize planned communication with each customer according to when we will meet them next.

It is important to know how satisfied and loyal customers are. Happy returning customers are very likely to increase future revenue and profits.




How can BEX Customer Intelligence be used in the logistics or distribution department?

Distribution / logistics or Inventory and warehouse managers can use Customer Intelligence to better understand outflows and compare them with sales, previous orders, and other databases, speed up their ordering processes, and reduce waste generated by purchasing inventories that will not be sold or moved in a short period of time. Even manufacturers and other organizations using machines can use it to create self-sufficiency systems and early reporting to avoid costly wear. An early warning system can be created for these companies, enough to save thousands on repair and equipment costs.




Personalized Advertising

What is personalized advertising?

Personalized advertising (formerly known as interest-based advertising) is an advanced form of advertising that improves advertising relevance for users and increases ROI for advertisers. Because it works by employing online user data to target users with more relevant advertising content, it can provide an improved experience for users and advertisers alike.

In the BEX database you can pick a certain personality profile that consists of behavioural and other data gathered from anonymous web users (gender, age, relationship status, location, devices, interests, lifestyle, hobbies, shopping habits, ...). With the help of BEX technology we can find that profile wherever on the Internet and show them your personalized message, ad or PR message.




How effective is personalized online advertising?

When taking into consideration the CTR metric it is proven that personalized advertising brings better results up to 40 %.

Consumers expect content that is both useful and contextually relevant since it helps to reduce irrelevant ads, improves a way to discover new products and maks online shopping easier. And not just when it comes to shopping. The most relevant ads help consumers to find any relevant content and information on the website. The research shows over and over again that consumers prefer a more personalized digital experience.




What is the structure of BEX profiles?

BehaviourExchange services are based on a BEX database of 14 million anonymous profiles: 3 million in Slovenia and 11 million in Serbia and Croatia. Our team of artificial intelligence, machine learning, mathematics, psychology, psychometrics, advertising, marketing and IT experts managed to profile almost entire online population of Slovenia. And even more, we developed the technology which allows you to target a specific anonymous online visitor wherever on the Internet!

BEX technology recognizes a visitor’s characteristics at the moment they enter a website which allows you to adjust your communication to each online visitor in real time. BEX constantly follows the activities of online users and analyzes the content they like. With the help of intelligent algorithms the BEX system profiles each anonymous visitor (like Google does, in a way). Each profile contains information such as demographic characteristics as well as hundreds of personal interests.




How can I create target groups?

Target groups can be easily created in the BEX DSP interface. Advertiser or advertising agency can request a personalized login access or we can create a target group for you. The functionality of BEX DSP is similar to Facebook and Google, enabling you to choose from various demographic characteristics and interest and calculating the size of selected target groups in the process.




Can personalized advertising use advanced formats?

BEX technology can be used on all ad formats, not just banners. This means you can personalize the messages displayed in the most efficient formats:

- standard ad formats: 300x250, 970x250, 300x600, 728x90, 160x600

- special formats: expandable banner, billboard, banderole, background, takeover ads, ad breaks, Teddy Ad, Teddy Ad XL

- native ads: In Feed, In Widget, In Article

- video ads: video banner, video InArticle, video Billboard XL, Jump out TV Ad, video banderole, video ad break, interactive video background, Open Door video, Jump out TV ad XL

- mobile ads: standard banner, mobile banner, mobile banderole, mobile video banner, mobile ad break, mobile video break

- PR message




Is personalized advertising possible at retargeting?

BEX profiled advertising enables you more than classic re-targeting. It enables you to not only show a customer ads for products he already looked at on your website but also for a wide array of other products he might be interested in according to his overall profile and recent activities on other websites.




On which devices and channels can personalized advertising be used?

BEX profiled advertising is possible on different devices, channels and locations: Mobile, Tablet, Desktop, Display, Social Media, Search, Geo-location. Different combinations enable you to optimize your advertising and PR activities, make them more efficient and reach your communications goals.




Which are the advantages for agencies?

The agency can use BEX profiling advertising as a part of any advertising campaign. Just send us the brief and we will prepare a custom made offer for your client.

The other option is a direct use of the BEX database. We can give your agency direct access to the BEX platform, where you will be able to create your own advertising campaigns. You will define the target group and choose from the individual websites on which we have implemented the BEX profiled advertising option. BEX does not interfere with your existing agreements with media and advertisers, as your financial agreements and direct relations with the media remain unchanged. The order form, ad codes and campaign confirmation will be sent directly to the media as before, as well as the BEX ID of the target groups, so that the medium can display the right ad to the relevant BEX ID of the target group through their ad serving systems.




Which are the advantages for publishers?

Publishers can use BEX profiled advertising to additionally monetize their advertising space. We can give your publishing house direct access to the BEX platform, where you will be able to create an advertising campaign on your websites.

In the case of direct cooperation with the advertiser, you will create the target group in BEX DSP and obtain the BEX ID of the target groups.

BEX does not interfere with your relationship with the advertiser and the agency, as your existing pricing and discount agreements and direct relationship with them remain unchanged. If you work with the agency, you will receive the order form, ad codes and campaign confirmation directly from the agency as before, and you will also receive the BEX ID of the target groups so that you can display the right ad to the real BEX ID of the target group through your ad systems.




Can various databases be used for personalized advertising?

Yes, BEX Profiled advertising can include various databases:

- The use of BEX profiles database

- Use of data from BEX Customer Intelligence

- Use of data from your own site (BEX Personalized website)




Can personalized ads be shown on any website?

Personalized ads can not only be shown on websites that have implemented BEX code or they are in the BEX network, but can be shown anywhere on the internet.




How much does personalized advertising cost?

For each advertising campaign we prepare a custom made offer. CPM and CPC values depend on the complexity and size of the target audiences, the selection of ad formats and media sites.




What do you need / expect from us?

The most important is a good brief that includes brand/ product/ service description, goals and objectives, target groups, period, budget and any specifics. The rest will be taken care of by the BEX team of experts (AI, machine learning, IT, psychologist and marketers).




Can we lease a direct campaign through you or a campaign through our agency?

Yes and Yes! Both ways are available.




Do you have profiles in other countries?

We have profiles in Slovenia, Serbia and Croatia.




Personalized Website

What is a Personalized Website?

We have developed BehaviourExchange to enable B2C companies to communicate with their website visitors on a personal level. Personalized communication, tailored products and services, and especially the right content at the right time in the right place is crucial in the sales process.

BehaviourExchange allows you to customize communication with each individual visitor who visits your site, offer better user experience and ultimately increase sales.




How does Personalized Website work?

BehaviourExchange identifies each individual visitor who visits a website and shows or modifies the content of the website based on visitors profile. It can modify basically anything on the website, from pictures, texts, buttons, fonts, push notifications, recommendations, search ect. There are virtually no limitations.




Will BehaviourExchange website personalization slow down the website?

BehaviourExchange codes work asynchronously and do not slow down the loading or speed of the website.




Do I need to change anything on the website in order to uze personalized website services?

No. The use of BEX Personalized website services does not require any design or content adaptations of the website. BEX technology adapts the display configuration of existing content on the website, while the design of the website remains the same as before.

BEX experts can suggest changes to your website in order to improve the user experience of each web visitor if clients wish to do so.




Is personalized content visible only to registered users?

No. Content is personalized to all website visitors. Our technology will allow you to show personalized content to all visitors, anonymous or registered.




How do website visitors see the adjustment of the website content?

Visitors will not notice adaptations, nor will they notice that different web visitors see different content. Instead, they will only see content that is personally interesting for them.




How many audiences do you recommend to start with?

We recommend that you start with up to 5 audiences and optimize the personalized content within the target audiences. If you start with too many audiences you will have difficulties figuring out what works and what does not. After that you can decide what suits you best.




How do we know what content to show to which audience?

We have a couple of options how to select content for separate audiences. One is manual and is done at the start of personalization. We determine who the typical customers of different products are and what interests they have to create the best selection of content for each audience. We can set up an automatic process of gathering products and displaying them to different audiences with quite a handful optimization possibilities as well.




Can we address different audiences with the same service/product differently?

Yes. You can present a service or a product (e.g. a Car) to different audiences in a different way. You can show the same car to women or men with different emphasis. You can engage women with the car's design, color, ect. and men with technology solutions ect.




What do you recommend when a company has many products? How do you select which products to highlight?

Marketing, strategy and tactics are different from company to company. We tailor suggestions to each company in order to best display its products.




How does BEX technology affect SEO?

Customizing web content via widgets has no effect on SEO.




How can BEX Personalized website service help with conversions?

By personalizing the content on the website, the visitor sees a product closer to their interests and desires, which will increase pages per session, average session duration, conversion rate and average order value.




General

How do you price the BehaviourExchange services?

BEX services are priced using the following criteria:

- Company size

- Website purpose

- Content on the site

- Estimated number of conversions or redirects and / or views of personalized content or. widgets

- Average monthly pageviews




Do you offer consulting?

Additional consulting hours may be requested and charged for marketing, advertising, online media, content, and communication. The contracting parties agree that all additional services shall be charged at the contractor's price list.




Is the project, data collection and profiling compliant with GDPR?

Yes. We have made everything necessary to comply with rules and regulations set by GDPR.




In which countries do you have profiles?

We currently have profiles in Slovenia, Serbia and Croatia. In the second year, we plan to expand to foreign markets as we collect data in countries from 9 language areas.




Customer Intelligence

The difference is how we get profiles, in the way we use profiles and in the way we use ad formats. BEX advantages are unique and locally produced profiles, our own database, and the use of premium ad formats.

Personalized Advertising

Personalized ads can be shown on websites that have implemented BEX code or they are in the BEX network.

The price depends on the complexity and width of the audience, the ad formats and selection of the media.

The most important is a good brief with your team. The rest, a BEX team of experts (AI, machine learning, IT, psychologist and marketers) will take care of.

BEX services provide technology, but conversion depends on directions from the agency for creating a campaign and on the ads creatives that the agency or company does.

We have profiles in Slovenia, Serbia and Croatia.

BEX services cannot be compared with Google because BEX has their own features and advantages and Google has their own. Results will be even better when we combine both features together.

Personalized Website

We have developed BehaviourExchange to enable B2C companies to communicate with their website visitors on a personalized basis. Personalized communication, tailored product and services, and especially the right content at the right time in the right place, is crucial in the sales process and in promoting online visitor activity. 

Our team of experts in the fields of artificial intelligence, machine learning, IT, psychology, content and online marketing has developed a way to tailor your online communication to individual customers. 

BehaviourExchange allows you to customize communication with each of the anonymous users who visit your site to improve satisfaction and increase sales.

Visitors will not notice the new adaptations, nor will they notice that different web visitors see different content. Instead, they will only see content that is personally interesting for them.

The program code adjusts the web content asynchronously and does not slow down the loading of the content on the web site.

No. The use of BEX Personalized website services does not require any design or content adaptation of the host website. BEX technology adapts the display configuration of existing content on the website, while the design of the website remains the same as before. 

BEX experts can suggest changes to your website in order to improve the user experience of each web visitor.

No. Content is visible to all visitors. Our technology will allow you to show demographically-targeted content to visitors, not yet recognized visitors.

We do not currently allow this option, but it is technically feasible and will be available in the second half of this year.

No. This service provides personalized displays of already-existing content. However, we also offer marketing services, if needed.

BEX services are priced using the following criteria: 

  • Company size 
  • Website purpose 
  • Content on the site 
  • Estimated number of conversions or redirects and / or views of personalized content or. widgets 
  • Average monthly pageviews

Additional consulting hours may be requested and charged for marketing, advertising, online media, content, and communication. The contracting parties agree that all additional services shall be charged at the contractor’s price list.

Yes, the subscriber payment is fixed and the same every month. Additional requested consulting hours may vary month-to-month.

At first, we recommend that you redirect up to 5 audiences and minimize the personalized content within the target audience.

First, we will determine who the typical customers for each product are. We will also find information about what interests your web visitors have to create the best selection of content for each target group.

Yes. You can make a personalized address with text, an image, or with various calls to action, and will need more content to create these personal messages.

Such visitors may be shown such content as is currently displayed.

Marketing, strategy and tactics are different from company to company. We tailor suggestions to each company in order to best display its products.

You install the BEX code on your website, give us access to Google Analytics, define audiences, and determine what content you want to show to which audience together with the BEX team of experts. You must also edit the cookie permissions and add a BEX cookie with the associated functionality description to the cookie list. Everything else will be taken care of by us.

The widget is a content banner or a content block which displays targeted content.

We add content to our backend / admin interface that the client would like to highlight and we “associate this content” with the right group of people for this product. When this content is ready and the Bex code is correctly implemented on the client’s page, a real widget will be displayed when the user visits the site.

Customizing web content via widgets has no effect on SEO. Redirects / redirects have no impact on SEO as the visitor is redirected from the front page to the subpage.

We will replace your content as soon as possible, but we ask that you request your desired content replacement at least 4 hours in advance.

The GDPR strictly forbids any data exchange, so this is not possible as it is not allowed under the European Directive. Namely, we cannot or should not share our data.

The client inserts a simple code into their website that loads our script (asynchronously) without blocking the page.

The majority of companies that have opted to participate use the front page and product page widget.

No. The code can be easily installed using Google Tag M.

With the BEX service, customers brought to your site through advertising campaigns will see products of interest. You also may book an advertising campaign with us that will allow you to personalize your ads and bring you exactly the visitors you want to your site.

Yes, using the BEX service will increase the quality of leads. We will prepare a report with all statistics from Google Analytics before and after using BEX to allow you to compare.

By personalizing the content on the website, the visitor sees a product closer to their interests and desires, which will increase the rate of sales.

We agree on this during integration. Based on Google Analytics data, KPIs can then be more easily determined.

General

We have been developing BEX for the last 4 years. First part of the project is called ContentExchange, of which development started 4 years ago. As an extension of this product, 2 years ago, we started developing the product BehaviourExchange as you know it today.

After signing an NDA at the beginning, we can start implementation of the project.

In order to use BEX services, the contract on the processing of personal data is unnecessary, since we do not access the personal data of business partners and their systems and their databases, and because we “process” only the data on visitors. However, if any client requests it, we can sign a contract. Warning: Such arrangements are currently in force until a new Personal Data Protection Act and a new e-privacy regulation are adopted to clarify data processing and cookies.

The owner of the website where BEX services are provided is required to obtain consent. A cookie notification on the site will collect consent for using cookies on the first visit. We inform each partner that our code sets a cookie for visitors, send them a set-up and a cookie description (contract). 

If we have the consent, the visitor’s data (IP, visit time, URL ….) is recorded in our database (on a server that provides technical, hardware and software security) and the data is anonymized.

For all collected cookies, visitors have given their consent to use. We collect data online through various sources, but cannot reveal the details as this is critical to our development technology.

When you visited one of the online media that is part of the BehaviourExchange network, you agreed to the advertising cookie to allow you to monitor your online activities. You did not need to give additional profiling permission, as we anonymize all the information. Based on online behaviour, we determined for each cookie which demographic and interest group it belongs to.

Yes. At the beginning of the development of the BEX project, we presented the idea and the project plan to Natasha Pirc Muser, former Information Commissioner. The project was judged to be in compliance with GDPR, subject to all the rules and regulations set by GDPR. Since our goal is long-term existence on the Slovenian market and expansion into foreign markets, we will ensure consistent compliance with all regulations and legal provisions in Slovenia and in foreign countries.

The BEX service provider has not appointed an authorized person for the protection of personal data (not required because we do not process sensitive or large amounts of personal data), and we have a GDPR and personal data protection specialist at the company. All questions regarding GDPR and personal data protection can be addressed by partners to gdpr@behaviour.exchange.

We recognize the visitor’s interests. Visitors with different demographic characteristics may have the same interests, so demographics are of secondary importance.

We gain the profiles of web visitors by following their reading habits online. Keeping track of the media content that individuals read allows us to predict their demographic characteristics and infer their interests.

No, they don’t need to do anything for anonymous profiles. Our business model also provides for identified profiles. In this case, web visitors will register on the BEX platform and submit the information they wish to include in their profile.

We keep track of what people are doing and reading online, much like Google does. There are more sources of monitoring, but we can monitor over 20 million online activities daily.

We currently have profiles in Slovenia. In the second year, we plan to expand to foreign markets as we collect data in countries from 9 language areas. In all likelihood, BEX will be one of the first new markets in Serbia.

We profiled online behaviors and interests according to IAB taxonomy. It currently has 29 major categories: Automotive, Books and Literature, Business and Finance, Careers, Education, Events and Attractions, Family and Relationships, Fine Art, Food & Drink, Healthy Living, Hobbies & Interests, Home & Garden, Medical Health, Movies, Music and Audio, News and Politics, Personal Finance, Pets, Pop Culture, Real Estate, Religion & Spirituality, Science, Shopping, Sports, Style & Fashion, Technology & Computing, Television, Travel, Video Gaming. Each of the major categories is then subdivided into sub-categories, leaving 700 of all interest categories. 

We determine age and parenting based on reading interests and online activities.

Profiles are refreshed once a day.

We have 1,647,167 profiles in our database, 2,435,103 media pages scattered and 250,000,000 pageviews recorded. Once the individual reaches the minimum limit of the web pages viewed, the computation of the profile for that user takes less than 1 second.

Yes, we have 1,647,167 unique profiles in our database. Given that on average, people access the web through 2 devices, we could say that we have about 800,000 unique web visitors in our database.

Technically, this is feasible, but we are not offering this option at this time. This innovation will be available in the next year.

Yes, we eliminate cookies of people with too few page views.

We will not do this without your permission and the consent of your web visitors, which will be written in the contract.

As far as personalization is concerned, the service is similar.

Do you have further questions?