AI Today Podcast: Hyperpersonalization at Diageo: Interview with Nick Owen, Diageo
Jan 5, 2024
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In this podcast, Nick Owen, a marketer at Diageo, discusses hyperpersonalization, utilizing AI for whiskey recommendations, centralizing consumer data, staying ahead in AI adoption, team structures, and insights on practical AI implementation in various industries.
Hyperpersonalization focuses on treating each individual as an individual, using machine learning to develop evolving profiles.
Diageo's use of sensory profiling and personalized marketing enhances consumer engagement and satisfaction.
Deep dives
Flavor print technology for personalized whiskey recommendations
Diageo, a multinational alcohol beverage company, has developed a flavor print technology called 'What's Your Whiskey?' to help consumers navigate the whiskey category. By answering a set of 11 questions, consumers are provided with accurate product recommendations based on their taste preferences. Diageo's algorithm replicates human palate functioning, allowing for sensory profiling on a global scale. The technology combines user input with the company's R&D team's whiskey profiling, creating a personalized and science-based consumer experience.
Centralizing diverse data sources for meaningful insights
Diageo has implemented a Consumer Data Platform (CDP) to gather and analyze diverse data sources. The CDP centralizes data touch points, enabling the identification of new consumer trends and improved advertising performance. The platform utilizes AI tools to review content, ensuring clarity and inclusivity. The integrated data helps facilitate two-way conversations between brands and consumers, enabling personalized and tailor-made content delivery. Furthermore, the sensory profiling conducted by Diageo allows for targeted marketing of specific products to consumers who have already been recommended a related brand, enhancing consumer engagement and satisfaction.
Agile approach and emerging opportunities in the food and beverage industry
Diageo emphasizes the importance of adopting an agile approach to stay ahead of advancements in AI and emerging technologies. The Breakthrough Innovation Team focuses on digital advancements by scanning the market for new technologies and integrating them into future projects. They utilize a test-and-learn approach, rapidly iterating and gathering insights to anticipate consumer needs. Diageo is exploring hyper-personalization through unique and individual product offerings, utilizing AI and tech to create exceptional consumer experiences. The company also experiments with augmented and virtual reality technologies, such as virtual AI concierges and VR storytelling, to enhance consumer interactions and engagement.
Hyperpersonalization is focused on machine learning approaches that can develop a profile of an individual that can evolve over time rather than categorizing or “bucketing” an individual into a pre-defined category. One of the seven patterns of AI, the goal is to treat each individual as an individual. As you can imagine, this is a marketers dream.