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May Marketo Masterclass
London Marketo User Group | May 2024
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Welcome to the London Marketo User Group (MUG)
Not signed up for Bevy? – Join our chapter and never miss out!
§ Step 1: Navigate to https://mugs.marketo.com/london-mug/
§ Step 2: Create an account using the email associated with your Adobe Marketo Engage Account
§ Step 3: Join our dedicated London MUG Slack Channel
Once you’ve joined our chapter you’ll receive notifications and reminders about new events that the chapter has posted!
Adele Miller
Snr MarTech Manager
Bazaarvoice
Courtny Edwards-Jones
Senior MOPS Manager
Zuora
Emily Poulton
Senior MOPs Consultant
EMMIE Collective
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Adobe Marketo Engage User Group House Rules
In order to ensure our MUGs stay user-focused and a safe
space for members of the Marketing Nation to learn, network,
and problem solve, we ask that all MUG attendees follow
these rules:
• No self-promotion or pitching of any kind is permitted at
MUG events
• Don’t contact people outside of the User Group without
their consent
• If MUG members share their use case at the User Group,
please don’t share that information without their consent
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
This MUG Meeting is being Recorded.
§ To ensure that we are abiding by the MUG Code of
Conduct, we are informing all user group attendees at
London Marketo User Group meeting on 22nd May
2024, that this meeting will be recorded and posted on
the MUG YouTube Channel to promote training,
education, and future learning.
§ If you do not wish to participate in a LIVE recorded
session, please feel free to watch the recording at a
later time, which will be linked after the meeting
concludes, and send us any questions you may have to
Advocacy@adobe.com.

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Elevate Your Marketing Ops: Expert Tips to Save You Time in 2024 (Part 2)
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Are you ready to learn some expert tips that will help you elevate your marketing operations in 2024? Check out the experts that will be joining us and their topics: Templates outside of a MAP Chloe Pott, Marketing Operations Lead, Lokalise Folder Structure, Organization, Tokens Lucas Machado, Marketing Automation Specialist, RP Naming Conventions with Program ID/Form ID/etc Courtny Edwards-Jones, Marketing Operations Manager, Zuora Monitoring Reports Sydney Mulligan, Co-founder, EMMIE Collective

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Are you ready to learn some expert tips that will help you elevate your marketing operations in 2024? Smart Lists for Custom Columns Courtney McAra, Consultant, Mustang MarTech Move past sticky notes on your desktop! Anne Sample, MOPs Specialist III, F5 Velocity script and Inherited tokens Ryan Mansfield, Marketing Automation Manager, Fathom

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Today’s Agenda
§ 12:00 - Arrival & Lunch
§ 12:30 - Welcome & Introductions – Adele, Court & Em
§ 12:40 - Community Connections - Introduction to the Marketo Engage Community - Zoe Forman
§ 12:50 - Deploying Marketo Engage in 139 Markets: Excellence, Simply Delivered - Katja Keesom &
Bailey Noyes
§ 13:30 - MOPs Pioneers: How to Leverage GenAI to Elevate Marketing Operations - Charlie
Oakham & Jackie Lenaghan
§ 14:10 - Comfort Break - Tea & Coffee
§ 14:30 - Scaling Marketo Engage - Best Practices to Setup & Scale Your Instance to Support Growth
- John Grundy & Jane Musatova
§ 15:10 - Real World Use Cases for Using Generative AI with Adobe Marketo Engage - Joshua
Arrington
§ 15:50 - The State of Martech 2024: Insights from leading industry research on Martech
enablement, investment and operating models – Stu West, Chief Revenue Officer - Clevertouch
§ 16:10 - 2024 Roadmap and Innovations for B2B Customer Journeys & Marketo - Isabella
Hargreaves
§ 17:00 - Drinks reception & Clevertouch drop-in clinic - sponsored by Clevertouch
Upcoming Opportunities for
Chapter Members
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Champion Office Hours: June Edition
Join us on June 13 where the
2023-24 Marketo Champs will:
§ Discuss best practices
§ Share tips
§ Engage in a live Q&A
RSVP HERE
Heather Harris
Max Maurier Darshil Shah
Phreesia
Manager, Email &
Automation
Trellix
VP, Growth Marketing
Deloitte
Sr. Consultant
Chris Willis
GTM Wranglers
Founder and Principal
Consultant
Maria Cruz
MRM
Sr. Marketing
Orchestration Director
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Webinar Recording: “Unlocking Powerful Workflow Automation: Practical
Applications of Marketo Engage REST API”
Available On Demand
Discover the power of the Marketo Engage REST API, empowering you to streamline your marketing
operations workflows, reduce manual labor, and free up time for revenue-driving activities.
Scan to view recording
In this webinar recording, you will:
§ Learn what the Marketo Engage REST API is, how to create your first API user, and how to
monitor API usage across different users.
§ Understand how the REST API can be used from within tools like Zapier and programming
languages like Python.
§ Be inspired by real-world use cases of how the REST API can be used to streamline typical
Marketing Operation workflows such as merging leads, creating UTM tracking programs, and
extracting activity data.

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Upcoming User Group Meetings Calendar
DATE MUG CHAPTER FORMAT TOPIC
05-28 Adobe Deep Dive MUG Virtual Meeting Custom CRM Sync Pros and Cons
06-20 Seattle MUG In Person Meeting Seattle Marketo User Group: Pre-Summer Networking at Fremont Brewing!
06-25 Adobe Deep Dive MUG Virtual Meeting Leveraging PMCF Fields for Scalability
05-30 Japan - SFKETO MUG In Person Meeting
SFKETO - マーケティングからISへの送客管理 ~ カスタムオブジェクトの活用方
法
06-06 Germany MUG In Person Meeting Marketo Engage User Group (MUG) am 6. Juni 2024 in München
06-11 Marketo User Group Portugal In Person Meeting Everything you need to know about lead scoring
6-12 Marketo User Group Spain In Person Meeting ¡Conecta, Aprende y Diviértete! - Connect, Learn and Have Fun! In Barcelona
RSVP Here:
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Meet Your Emcees
Zoe Forman
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MSA - The Safety Company
Courtny Edwards-Jones
Senior MOPS Manager
Zuora
Community Connections
Introduction to the Marketo Engage
Community - Zoe Forman
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Marketo Engage Community Nation – online community
The Marketo Engage Community plays a crucial role in supporting our user’s success: https://nation.marketo.com/
Connection
You are not alone, network with peers and internal
Adobe personnel to guide you through implementing
and expanding your knowledge of Marketo Engage.
Mentors
12-week exam preparation all levels – Practitioner,
Expert, Architect
Quick Answers
The Community includes an extensive pool of real-
world use cases and answers to support your Marketo
Engage learning journey. Thanks to our valued group of
Community members and super users, you can expect
quick responses to your questions!
Ideation
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and voting to implement ideas submitted by your
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In-person / Virtual / Online
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
© 2021 Adobe. All Rights Reserved. Adobe Confidential.
Interested in becoming an Adobe Champion?
Watch the Adobe Advocacy Team for our webinar “How to Submit a Standout Adobe
Champion Application.”
Applications close June 7th
This webinar covers:
§ Overview of the program
§ Program eligibility
§ Acts of advocacy to enhance your application
§ The application process
§ Application timeline
§ Program benefits
§ Benefits of being a Champion
§ The Swag!
Recording Adobe Experience League.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
§ Apply now through June 7th, 2024!
o https://2024adobemarketoengagechampion.splashthat.com/
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
SPEAKERS
Bailey Noyes
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https://www.linkedin.com/in/bailey-noyes-740842138/
Katja Keesom
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https://www.linkedin.com/in/katjakeesom/
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
© 2021 Adobe. All Rights Reserved. Adobe Confidential.
ü Introduction
ü Unboxing the Yellow Box : Welcome to DHL Express
ü Delivering on the challenges
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> 75 Intercontinental Q
Intercon
Network
> 105
Europe Q
> 25
Asia Pacific Q
> 65
North & Latin America Q
approx. 10
Middle East & Africa
Q
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Networks
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CUSTOMER
AQUISITION
DIGITAL
SALES
M
A
R
K
E
T
I
N
G
&
S
A
L
E
S
F
U
N
N
E
L
[ DAVID ]
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SEAMLESS
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analytics and
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VOICE OF THE
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B
E
S
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M
A
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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
CHALLENGES
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SCALING UP FROM 1 TO 5 TO MANY COUNTRIES
Pilot country
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Wave 1
Country 2
Wave 1
Country 3
Wave 1
Country 4
Wave 1
Country 5
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Country 1
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Country 2
Wave 2 – Region 2
Country 3
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Country 4
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Country 5
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Wave 3 – Region 2
Country 6
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Country 8
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SUPPORT &
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EMPOWER TO IMPROVE
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BUILDING & MAINTAINING THE BASICS
1. Basic Concepts training
2. Four practical user trainings
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d) Understanding your database
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§ Revenue Cycle Model
Hand over: Learning to work in your workspace, supported by a portal with modular reference materials
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© 2021 Adobe. All Rights Reserved. Adobe Confidential.
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This PowerPoint presentation provides a comprehensive overview of Enterprise Resource Planning (ERP) systems. It covers the fundamental concepts, benefits, and key functionalities of ERP software, illustrating how it integrates various business processes into a unified system. From finance and HR to supply chain and customer relationship management, ERP facilitates efficient data management and decision-making across organizations. Whether you're new to ERP or looking to deepen your understanding, this presentation offers valuable insights into leveraging ERP for business success.

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FINALIZE
DEPLOYMENT &
GROW DHL MARKETO
COMMUNITY
RISE & SHINE
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
DHL | Layout and Image Library | April 2020 35
+1000K
Email send
31.2%
Average Open
Rate
0.1%
Unsubscribe %
86
Markets
rolled out
in 2022
57
Markets
live till date
17
Markets
kicked off in
Q1 2023
Europe
Americas
Middle
East
&
Africa
Asia
29
Live
Training /
Migration 6
Pending 3
16
5
16 39
MENA SSA
23
123 COUNTRIES LIVE
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
GROW DHL MARKETO USER COMMUNITY
DHL | Presentation title | Location | xx Month 20xx 36
THANK YOU!
HOPE YOU GOT YOUR DELIVERY TODAYJJ

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MOPs Pioneers:
How to Leverage GenAI to
Elevate Marketing Operations
Charlie Oakham & Jackie Lenaghan
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
40
Charlie Oakham
Digital Strategy Director
Marketo Champion
Kainos Software
Jackie Lenaghan
Marketing Operations
Manager
Kainos Software
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
41
Agenda for this session
• Our challenges with data
• How we built a low code lead-bot for MOPs
§ To enrich lead data in Adobe Marketo Engage
§ To evaluate leads and create readable summaries for sales
• Where are we going next?
§ Recommended content for Adobe Dynamic Chat
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
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solutions
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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
43
Navigating Marketing Operations challenges
Incomplete data:
Data across stack
was in different states
of completeness.
Inaccurate or
inconsistent values:
MOPs team interpreting
engagement and sales
allocation.
Overloaded with
interactions:
Time spent by SDRs
enriching data.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
44
Tackling Marketing Operations challenges
Frictionless Sales
through clearer
insights.
Scale
personalisation
efforts.
Leverage
Microsoft stack to
clean our data.
Speed and
iteration through
low-code.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Microsoft AI:
AI and GenAI
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
46
Microsoft PowerAutomate Low-Code Builder

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
47
We built a lead-bot
Power Automate
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
48
Different states of completeness
Normalise data to
Microsoft Dynamics
pick-list values.
AI Categorise:
sort job titles into job
functions.
Extract activities to
generate sales
summaries.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
49
Normalisation of country names
• Country names: ‘US’; ‘USA’; ‘United States
of America’; America
• Misspellings: ’united state’
• Dynamics pick-list: ‘United States’
Solution:
• Microsoft AI: categorise country against
pick-list
• Normalisation of country value.
• Fit match against a region.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
50
Turning job titles into functions
• Thousands of job title variances.
• Not all ‘Directors’ and ’Managers’ are equal.
• Interpretation of a job title, seniority and fit
in a company.
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• Microsoft AI: Interpret and learn seniority
from a job title.
• LLM categorise against Dynamics job
functions – or where they fit in a company

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
51
Turning last interesting moments into sales summaries
• Joining interesting moments into
one field, separated by line breaks.
• Concatenate date and type
• Training LLM with an interesting
moment prompt.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Recommending Content Through Dynamic Chat
§ Personalised call to action.
§ Matching content to our ICP
Solution
§ Microsoft PowerAutomate handling
downloads and summaries
§ Microsoft AI recommending missing content.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
53
x2 12hrs
SDR response time to
contact
A month per team
researching prospects
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Pioneering with AI & GenAI: takeaways and learnings
Embrace AI to
achieve more, with
the same.
Get more from
Marketo. Think agile.
Curate better,
natural customer
experiences.

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May Marketo Masterclass, London MUG May 22 2024.pdf
Comfort Break
Scaling Marketo Engage:
Best Practices to Setup & Scale Your
Instance to Support Growth
Jane Musatova
Global B2B Marketing Operations Manager
Wolt
John Grundy
Senior Manager, Marketing Technology
Accenture
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Senior Manager,
Marketing Technology
John
Grundy
Jane
Musatova
Global Marketing Automation,
Marketing Technology

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Decentralized initial
processing
Undetected errors Increased form fill
to contacted lead
time
Conflicts between
messages
1 2 3 4
Problems of scale
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
1 Decentralized initial processing
Centralizing key processes
should be the first step in
your journey to scaling
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
1 Decentralized initial processing
§ "Person is Created" trigger is the first step in lead
processing.
§ As you are scaling your instance, centralizing Person
is Created trigger under one program should be the
first step.
§ Make sure that all new lead processing is initiated
from this one program.
Becomes a problem when you have:
Uncontrolled use of ‘Person is Created’ trigger
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
§ Understand how your current flow infrastructure affects the CRM sync
§ Centralize all of the dependent operational process to ensure that leads will be
properly synced and routed
§ Prioritize the most important processes (think those crucial for the initial sync) and
move the rest to an async process or batch campaigns
1 Decentralized initial processing
So…
When should you centralise or decentralise your processes?

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Undetected errors
As your system gets more
complex, staying on top of
errors is important
2
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
What to look out for
Undetected errors
2
Bad or
unexpected data
Missing data on
new records
Integration/webhook failures
Exceeded
communications limit
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Undetected errors
Keep an eye on things with
Scheduled People
Performance reports
1. Create a smart list for exceptions to expected
data (in past x days)
2. Add to people performance report, group by
relevant field
3. Schedule for quick-glance in your inbox
I run two – one for new records, one for system health
2
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Undetected errors
Bonus
For time-sensitive cases, create a webhook using tokens to alert your Platform Operations
team via MS Teams or Slack
2

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
3
How long does it take for
the MQL follow-up?
Increased form fill to contacted lead time
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
What are the
Areas of ops responsibility
§ Time it takes in campaign que
§ Time it takes to go through operational processes
§ SFDC sync failures
3 Increased form fill to contacted lead time
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
What you can do better
§ Make sure you keep your data as clean as possible
§ Simplify your operational processes by making them synchronous
when possible
§ Don't overuse restricted picklists and validation rules to prevent SFDC
sync failures
3 Increased form fill to contacted lead time
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
4 Conflicts between messages
More users
↳ More messages
↳ Too many comms

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Stay in control with
Strict naming convention +
Audience control smart lists
§ Send nurture messages to audiences that have not already been communicated
to recently
§ Helps prioritize message sends
§ Builds space into communications
4 Conflicts between messages
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
1. Define naming
convention for each
communication type
example
Newsletters = NLS
Webinar = WBR
Campaign = CMP
Nurture = NUR
Operational = OPP
4 Conflicts between messages
2. Create a Smart List to
control ‘Nurturable’
Audience
example
Was not sent email
containing WBR, CMP
in past 7 days
3. Consider SM
Membership in program
cadence
example
If not member of
nurturable audience:
1. Change program cadence
to Pause
2. Wait 1 day
3. Change program cadence
to Normal
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
(No longer) Problems of scale
Organized initial processing
Structured error reports & alerts
Efficient CRM handover
Prioritised message orchestration
1
2
3
4
Decentralized initial processing
Undetected errors
Increased form fill to contacted lead time
Conflicts between messages
Q&A

Recommended for you

Real world use cases for using
Generative AI with Adobe Marketo
Engage
Josh Arrington
Chief Marketing Technology Officer | Kapturall
George Samaras
Director, Marketing Operations and Technology | Coveo
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Josh Arrington
Partner & CMTO at Kapturall
2023 Adobe Marketo Champion
5-9: ✈📸🧑💻🏈🎾 Stay in touch!
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Introduction
• Generative AI is revolutionizing marketing,
offering the potential to significantly amplify
results akin to adding a team of intelligent
virtual interns.
• The imperative now is to create an
environment that harnesses this potential
effectively while maintaining control.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
From theory to practice
• Beyond the Hype: Moving past the noise to
praccal AI applicaon in markeng campaigns.
• Our Journey: Collaborang to harness Generave
AI and turn ambious goals into reality.
• From Novelty to Necessity: Generave AI's
transion into an indispensable element of
markeng strategy.

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Before we jump in…
§ What is Generative AI?
§ Subset of artificial intelligence
§ Able to create content resembling human generated content
§ There are many AI services available
§ What are Self Service Flow Steps?
§ Standard Native Marketo Functionality
§ Allows the creation of custom flow actions
§ Enables us to create seamless connections to other systems
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
The Need for Generative AI
• Marketers are asked to do more than ever with
less resources, headcount, and budgets. We
need to be more efficient.
• Generative AI is revolutionizing marketing (and
technology as a whole), but most marketing
teams do not know how to fully leverage it.
• Many leaders are concerned about the risks of
using Generative AI.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Agenda
Use Cases
• Spam Identification: How Coveo uses AI to maintain
data integrity by eliminating spam.
• Optimizing Send Times: Leveraging AI to personalize
engagement and enhance campaign metrics.
• Personalized Prospecting: Advancing AI's role in
creating tailored communications with essential
oversight.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
AI Spam Identification Business Problem
§ BDRs are spending too much time going after
potentially inaccurate leads.
§ Newer BDRs with less experience may not be as
quick at distinguishing spam leads.
§ A lot of our costly channels online could be
potentially yielding spam results and we must be
accountable for wisely using our spend.

Recommended for you

© 2024 Adobe. All Rights Reserved. Adobe Confidential.
AI Spam Identification Technical Solution
Return Spam Rating
A spam likeliness rating from 0-5 will be
passed back to Marketo
Analyze with OpenAI
Ask AI to analyze lead data and
return spam rating
The process starts when a new lead
enters Marketo
Prospect Enters Marketo
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Send Prompt to OpenAI
Analyze the following lead information and provide a spam rating as an integer on a scale from 0 to 5,
where 0 means very unlikely to be spam and 5 means highly likely to be spam... Response should be just a
single integer without any other text. Example: “3”
{{lead.First Name}} {{lead.Last Name}}
{{lead.Email Address}}
{{lead.Company}}
{{lead.Job Title}}
{{lead.Country}}
{{lead.State}}
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
AI Spam Identification Results
§ BDRs are only outbounding to moderate-to-
low spam rated leads.
§ BDRs have reduced their lead review time by
approximately 15%.
§ There has been an 8% lift in response rate from
BDR outreach since this initiative has gone live.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Send Time Optimization Business Problem

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Send Time Optimization
Return AI Insights
The best time and day is returned to
Marketo and can be used in campaigns.
Prompt OpenAI
An email activity history is sent to OpenAI
along with instructions. The AI returns a
best time and day of week for sending
emails.
Email Activity
We lookup and save the email activity for
the lead record with the Marketo API and
save it in a database.
We send the leads we want to process to
the service with a custom flow step.
Flow Step
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
AI Send Time Optimization
How far back to
consider email activity
Where to store best time
Where to store best day
Whether to use system
average in calculation
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Prompt OpenAI
Given the email activity data below, determine the best day of the week and time of day to send an
email to maximize the chances of it being opened and clicked. Times are provided in UTC. Return
the time to the nearest hour as an integer from 1 to 24 and the day as the English day. The response
must be valid JSON without any explanation. Example {“time” : 14 , “day” : “Tuesday”}
{
“time” :
“day” : “Monday”
}
Email Activity Data
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Using the Best Send Time
Set up a tailored campaign to send emails at each contact’s
ideal time. The process involves:
§ Start the campaign at midnight.
§ Email those with a best send time of "0" right away.
§ Implement a 45-minute wait, then email the 1 am group.
§ Continue this pattern hourly, around the clock.
The setup includes 24 "Send Email" and 23 "Wait" steps.

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Send Time Optimization Results
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
AI Business Development Prospecting Emails Business Problem
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
AI Business Development Prospecting Emails
Send Approved Email
If approved the email is sent to the
prospect via a Marketo Smart Campaign.
Approve in Slack
The OpenAI generated email body is sent
to Slack via an approvals module where
the sales owner can approve or deny as
well as edit the message
Prompt OpenAI
We prompt OpenAI to write a prospect
personalized by product and stage with
information from the person’s LinkedIn
profile.
Enrich With LinkedIn
We use enrich the lead with information
from the person’s LinkedIn profile
The process starts when a new lead
enters Marketo
Prospect Enters Marketo
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Enrich with LinkedIn

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Prompt OpenAI to write Email
Write an outbound email for a prospect
interested in {{lead.Use Case}}
from {{lead.department}} with the title
{{lead. Title}}. We have identified them
as being in {{lead.Buying stage}}. Make
the email witty and personal using an
interesting piece of information about
them from their {{lead.LinkedIn Profile
Summary}}.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Review and Approval in Slack
The OpenAI generated email body is
sent to Slack via an approvals module
where the sales owner can approve or
deny as well as edit the message
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Review and Approval in Slack
When approved a selected smart
campaign is requested and the
email body text is passed back as
a program token.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Send AI Email
When the text is approved in Slack it
triggers the selected smart campaign
passing in the email body as a program
token so it can be used in the email.
Hello {{lead.First Name}},
{{my.ai-body}}
Best Regards

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
AI Business Development Prospecting Emails Results
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Summary
Create the right environment for success with
Generative AI:
§ Careful prompt engineering
§ Provide clear guidelines and sample responses
§ Augment prompts with quality data
§ Safeguards for control
§ Approval processes to provide oversight
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Multi-faceted Martech Consultants
Brands that trust us

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Philosophy: ‘Simplify, Connect & Inform’
Brands that trust us
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
Authenticity & Quality are key
Brands that trust us
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
The Martech Spine ©
Maximise marketing performance
Create meaningful integrations and harmony
Prioritise and simplify your martech
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
• Annual report in its fifth year
• First and most reliable martech industry report
• Surveying 650+ senior marketers
• Third year in collaboration with Southampton
University Business School

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© 2024 Adobe. All Rights Reserved. Adobe Confidential.
5 Key themes
Migration trends
The gap to achieve hyper-personalisation
Revenue centric marketing
Operating models
Mission critical martech
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
Key Observations
SaaS Slowdown
‘Nextopia’ ‘Nowtopia’
1. Most key
platforms are now
in place
2. $$ are strong
3. Focus on integrations,
training and
development
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
Key Observations
Migrations
50%+
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
Key Observations
Migrations
1. Ecosystem consolidation
2. Org Standardisation
3. One v.v Multiple
Emotional to Rational
decision-making

Recommended for you

© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
The Journey & Future State
Migrate from Adobe
Campaign to Marketo Engage
Migrate Eloqua and Unica to
Marketo Engage
Focus on the future state
with scalability, activating
investments and brand
presence
Phase 1 Phase 2 Phase 3
Look for improvements
Facilitate BT delivery teams
across multiple workstreams
Migrate remaining BT
business units, Global and
EE
Hybrid partnership
between design and build
A technology setup that can
grow with the capabilities of
the business
Leverage large volumes of
data through integrations
Connect with customers
across their digital and
physical channels
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
Key Observations
Hyper-personalisation
Still an ambition – many at always-on campaigns phase
CDP
10%... 20% in 2027
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
What‘s creating the gap?
1. Accessibility of non-marketing data
2. Platforms capability to consume and
activate complex data
3. Marketers' ambitions and creativity
Tactical Activity One-off Campaigns Always-on Campaigns 1-1 Hyper-
Personalised
experiences
Predominant
activity
(%)
Today 2026
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
The Rise of CDP

Recommended for you

© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
Key Observations
From funnel-filling to Revenue
centricity & insight
“Our ability to capture data far exceeds our ability to interpret it”
No longer the case – organisations are investing in Dashboarding and
Benchmarking
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
Key Observations
Operating
Models
1. Most building ‘solid internal’ capability
2. Increasingly co-existing with specialist partners
3. Orientation toward integration and ‘smarter’ stuff
30%... 50%
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
Key Observations
The rise of Mission Critical Martech
Making an impact beyond
marketing
Now embedded in
business processes e.g.
Customer onboarding
© 2024 Adobe. All Rights Reserved. Adobe Confidential.
clever-touch.com
No longer unproven and on the periphery
Key Takeaways
Martech is in a pretty good place
We are seeing coherent adoption across the organisation
CMO’s must own the vision, ambition and prove the ROI

Recommended for you

© 2024 Adobe. All Rights Reserved. Adobe Confidential.
May Marketo Masterclass, London MUG May 22 2024.pdf

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May Marketo Masterclass, London MUG May 22 2024.pdf

  • 1. May Marketo Masterclass London Marketo User Group | May 2024
  • 2. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Welcome to the London Marketo User Group (MUG) Not signed up for Bevy? – Join our chapter and never miss out! § Step 1: Navigate to https://mugs.marketo.com/london-mug/ § Step 2: Create an account using the email associated with your Adobe Marketo Engage Account § Step 3: Join our dedicated London MUG Slack Channel Once you’ve joined our chapter you’ll receive notifications and reminders about new events that the chapter has posted! Adele Miller Snr MarTech Manager Bazaarvoice Courtny Edwards-Jones Senior MOPS Manager Zuora Emily Poulton Senior MOPs Consultant EMMIE Collective
  • 3. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Adobe Marketo Engage User Group House Rules In order to ensure our MUGs stay user-focused and a safe space for members of the Marketing Nation to learn, network, and problem solve, we ask that all MUG attendees follow these rules: • No self-promotion or pitching of any kind is permitted at MUG events • Don’t contact people outside of the User Group without their consent • If MUG members share their use case at the User Group, please don’t share that information without their consent
  • 4. © 2024 Adobe. All Rights Reserved. Adobe Confidential. This MUG Meeting is being Recorded. § To ensure that we are abiding by the MUG Code of Conduct, we are informing all user group attendees at London Marketo User Group meeting on 22nd May 2024, that this meeting will be recorded and posted on the MUG YouTube Channel to promote training, education, and future learning. § If you do not wish to participate in a LIVE recorded session, please feel free to watch the recording at a later time, which will be linked after the meeting concludes, and send us any questions you may have to Advocacy@adobe.com.
  • 5. Today’s Agenda § 12:00 - Arrival & Lunch § 12:30 - Welcome & Introductions – Adele, Court & Em § 12:40 - Community Connections - Introduction to the Marketo Engage Community - Zoe Forman § 12:50 - Deploying Marketo Engage in 139 Markets: Excellence, Simply Delivered - Katja Keesom & Bailey Noyes § 13:30 - MOPs Pioneers: How to Leverage GenAI to Elevate Marketing Operations - Charlie Oakham & Jackie Lenaghan § 14:10 - Comfort Break - Tea & Coffee § 14:30 - Scaling Marketo Engage - Best Practices to Setup & Scale Your Instance to Support Growth - John Grundy & Jane Musatova § 15:10 - Real World Use Cases for Using Generative AI with Adobe Marketo Engage - Joshua Arrington § 15:50 - The State of Martech 2024: Insights from leading industry research on Martech enablement, investment and operating models – Stu West, Chief Revenue Officer - Clevertouch § 16:10 - 2024 Roadmap and Innovations for B2B Customer Journeys & Marketo - Isabella Hargreaves § 17:00 - Drinks reception & Clevertouch drop-in clinic - sponsored by Clevertouch
  • 7. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Champion Office Hours: June Edition Join us on June 13 where the 2023-24 Marketo Champs will: § Discuss best practices § Share tips § Engage in a live Q&A RSVP HERE Heather Harris Max Maurier Darshil Shah Phreesia Manager, Email & Automation Trellix VP, Growth Marketing Deloitte Sr. Consultant Chris Willis GTM Wranglers Founder and Principal Consultant Maria Cruz MRM Sr. Marketing Orchestration Director
  • 8. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Webinar Recording: “Unlocking Powerful Workflow Automation: Practical Applications of Marketo Engage REST API” Available On Demand Discover the power of the Marketo Engage REST API, empowering you to streamline your marketing operations workflows, reduce manual labor, and free up time for revenue-driving activities. Scan to view recording In this webinar recording, you will: § Learn what the Marketo Engage REST API is, how to create your first API user, and how to monitor API usage across different users. § Understand how the REST API can be used from within tools like Zapier and programming languages like Python. § Be inspired by real-world use cases of how the REST API can be used to streamline typical Marketing Operation workflows such as merging leads, creating UTM tracking programs, and extracting activity data.
  • 9. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Upcoming User Group Meetings Calendar DATE MUG CHAPTER FORMAT TOPIC 05-28 Adobe Deep Dive MUG Virtual Meeting Custom CRM Sync Pros and Cons 06-20 Seattle MUG In Person Meeting Seattle Marketo User Group: Pre-Summer Networking at Fremont Brewing! 06-25 Adobe Deep Dive MUG Virtual Meeting Leveraging PMCF Fields for Scalability 05-30 Japan - SFKETO MUG In Person Meeting SFKETO - マーケティングからISへの送客管理 ~ カスタムオブジェクトの活用方 法 06-06 Germany MUG In Person Meeting Marketo Engage User Group (MUG) am 6. Juni 2024 in München 06-11 Marketo User Group Portugal In Person Meeting Everything you need to know about lead scoring 6-12 Marketo User Group Spain In Person Meeting ¡Conecta, Aprende y Diviértete! - Connect, Learn and Have Fun! In Barcelona RSVP Here:
  • 10. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Meet Your Emcees Zoe Forman Senior MOPs Specialist EMEA MSA - The Safety Company Courtny Edwards-Jones Senior MOPS Manager Zuora
  • 11. Community Connections Introduction to the Marketo Engage Community - Zoe Forman
  • 12. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Marketo Engage Community Nation – online community The Marketo Engage Community plays a crucial role in supporting our user’s success: https://nation.marketo.com/ Connection You are not alone, network with peers and internal Adobe personnel to guide you through implementing and expanding your knowledge of Marketo Engage. Mentors 12-week exam preparation all levels – Practitioner, Expert, Architect Quick Answers The Community includes an extensive pool of real- world use cases and answers to support your Marketo Engage learning journey. Thanks to our valued group of Community members and super users, you can expect quick responses to your questions! Ideation Make your voice heard by sharing your product ideas and voting to implement ideas submitted by your peers.
  • 13. © 2024 Adobe. All Rights Reserved. Adobe Confidential. In-person / Virtual / Online
  • 14. © 2024 Adobe. All Rights Reserved. Adobe Confidential. © 2021 Adobe. All Rights Reserved. Adobe Confidential. Interested in becoming an Adobe Champion? Watch the Adobe Advocacy Team for our webinar “How to Submit a Standout Adobe Champion Application.” Applications close June 7th This webinar covers: § Overview of the program § Program eligibility § Acts of advocacy to enhance your application § The application process § Application timeline § Program benefits § Benefits of being a Champion § The Swag! Recording Adobe Experience League.
  • 15. © 2024 Adobe. All Rights Reserved. Adobe Confidential. § Apply now through June 7th, 2024! o https://2024adobemarketoengagechampion.splashthat.com/
  • 16. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Connect with the 2023/2024 EMEA Adobe Marketo Champions Class Ask us anything
  • 17. DEPLOYING MARKETO ENGAGE IN 139 MARKETS EXCELLENCE, SIMPLY DELIVERED!! MARKETO ENGAGE GLOBAL DEPLOYMENT FOR DHL EXPRESS 22.05.2024
  • 18. © 2024 Adobe. All Rights Reserved. Adobe Confidential. SPEAKERS Bailey Noyes DHL Express UK Communications Executive https://www.linkedin.com/in/bailey-noyes-740842138/ Katja Keesom Chapman Bright Principal Marketing Technology Consultant https://www.linkedin.com/in/katjakeesom/
  • 19. © 2024 Adobe. All Rights Reserved. Adobe Confidential. © 2021 Adobe. All Rights Reserved. Adobe Confidential. ü Introduction ü Unboxing the Yellow Box : Welcome to DHL Express ü Delivering on the challenges ü User Training : Support & Maintenance ü Finalize Deployment & Grow DHL Marketo Community ü Q&A Agenda
  • 21. © 2024 Adobe. All Rights Reserved. Adobe Confidential. > 75 Intercontinental Q Intercon Network > 105 Europe Q > 25 Asia Pacific Q > 65 North & Latin America Q approx. 10 Middle East & Africa Q Regional Networks THE MOST INTERNATIONAL COMPANY IN THE WORLD Total Dedicated Network Size: DHL | Express Overview 2023 22 >300 Aircrafts 3 Global Air Hubs 19 Regional Air Hubs
  • 22. SELL LIKE NEVER BEFORE GLOBAL MARKETING STRUCTURE Brand, Social & Content Marketing CUSTOMER AWARENESS & ENGAGEMENT Performance Marketing & Paid Media CUSTOMER AQUISITION DIGITAL SALES M A R K E T I N G & S A L E S F U N N E L [ DAVID ] Customer Experience, Marketing Technology and Innovation SEAMLESS CUSTOMER JOURNEY AND AUDIENCE FIRST APPROACH The Results Data Reporting, analytics and optimization SALES ACCELERATION , REPORTING & RESULTS BOOSTING ACTING ON THE VOICE OF THE CUSTOMER AND THE BUSINESS T H E B E S T M A R K E T I N G C O M M U N I T Y
  • 23. © 2024 Adobe. All Rights Reserved. Adobe Confidential. © 2021 Adobe. All Rights Reserved. Adobe Confidential.
  • 24. © 2024 Adobe. All Rights Reserved. Adobe Confidential. CRM CRM
  • 25. © 2024 Adobe. All Rights Reserved. Adobe Confidential. CHALLENGES More than 100 countries to deploy Fragmented local marketing teams Legacy way of managing marketing activities (mostly manual) Lack of awareness and knowledge on Marketo Engage
  • 27. © 2024 Adobe. All Rights Reserved. Adobe Confidential. © 2021 Adobe. All Rights Reserved. Adobe Confidential. ORGANIZING MARKETO IN A STRUCTURED WAY Country workspaces Ø Access to country partition only Ø Clear folder structure Ø Local operational processes Ø Room for training and experimentation Center of Excellence Ø No database access Ø Library of programs to be copied by markets Ø Always up to date versions of best practices Discover workspace Ø Access to entire database Ø Campaigns at a global level Ø Only accessible to global marketing team Global Admin Ø Access to entire database Ø Back-end processes at global level Ø Global Lead scoring & Preference Center Ø Only accessible to Global Admins Regional workspaces Ø Access to regional country partitions Ø Campaigns across multiple countries Ø Development of regional best practices Ø Owned by regional super users
  • 28. © 2024 Adobe. All Rights Reserved. Adobe Confidential. ROLLING OUT TO MARKETS: THE GODHL PROCESS
  • 29. © 2024 Adobe. All Rights Reserved. Adobe Confidential. SCALING UP FROM 1 TO 5 TO MANY COUNTRIES Pilot country Wave 1 Country 1 • Validate set-up • Understand change management needs • Develop deployment blueprint Wave 1 Country 2 Wave 1 Country 3 Wave 1 Country 4 Wave 1 Country 5 • Finetune deployment blueprint • Cover all regions • Initiate trainer base Wave 2 – Region 2 Country 1 Wave 2 – Region 2 Country 2 Wave 2 – Region 2 Country 3 Wave 2 – Region 2 Country 4 Wave 2 – Region 2 Country 5 • Regional trainers each deploy next waves • Adding new trainers over time Wave 3 – Region 2 Country 7 Wave 3 – Region 2 Country 6 Wave 3 – Region 2 Country 8
  • 30. USER TRAINING : SUPPORT & MAINTENANCE EMPOWER TO IMPROVE
  • 31. © 2024 Adobe. All Rights Reserved. Adobe Confidential. BUILDING & MAINTAINING THE BASICS 1. Basic Concepts training 2. Four practical user trainings a) Email program § Concept of example programs § Email editing § Smart campaigns § Reporting b) Content download program § Different program types § Use of tokens § Landing page editing c) Event program § Use of tokens continued § Advanced smart campaigns and flows d) Understanding your database § (Smart) lists § Segmentations § Lead Scoring § Revenue Cycle Model Hand over: Learning to work in your workspace, supported by a portal with modular reference materials
  • 32. © 2024 Adobe. All Rights Reserved. Adobe Confidential. © 2021 Adobe. All Rights Reserved. Adobe Confidential. CONTINUOUS USER UPSKILLING Basic user training Advanced learning sessions Hands-on labs Getting users started with doing the basics the right way Expanding knowledge with classroom training sessions about a specific topic Expanding skills in customizing advanced programs in small groups
  • 33. FINALIZE DEPLOYMENT & GROW DHL MARKETO COMMUNITY RISE & SHINE
  • 34. © 2024 Adobe. All Rights Reserved. Adobe Confidential. DHL | Layout and Image Library | April 2020 35 +1000K Email send 31.2% Average Open Rate 0.1% Unsubscribe % 86 Markets rolled out in 2022 57 Markets live till date 17 Markets kicked off in Q1 2023 Europe Americas Middle East & Africa Asia 29 Live Training / Migration 6 Pending 3 16 5 16 39 MENA SSA 23 123 COUNTRIES LIVE
  • 35. © 2024 Adobe. All Rights Reserved. Adobe Confidential. GROW DHL MARKETO USER COMMUNITY DHL | Presentation title | Location | xx Month 20xx 36
  • 36. THANK YOU! HOPE YOU GOT YOUR DELIVERY TODAYJJ
  • 37. MOPs Pioneers: How to Leverage GenAI to Elevate Marketing Operations Charlie Oakham & Jackie Lenaghan
  • 38. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 40 Charlie Oakham Digital Strategy Director Marketo Champion Kainos Software Jackie Lenaghan Marketing Operations Manager Kainos Software
  • 39. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 41 Agenda for this session • Our challenges with data • How we built a low code lead-bot for MOPs § To enrich lead data in Adobe Marketo Engage § To evaluate leads and create readable summaries for sales • Where are we going next? § Recommended content for Adobe Dynamic Chat
  • 40. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Reduced our emissions by up to 90% with our Cloud solutions 42 The size of the challenge 387,777 Marketo records 12% Invalid emails 5% Duplicate records 307,169 Marketable records 72% not mailed in last 180 days
  • 41. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 43 Navigating Marketing Operations challenges Incomplete data: Data across stack was in different states of completeness. Inaccurate or inconsistent values: MOPs team interpreting engagement and sales allocation. Overloaded with interactions: Time spent by SDRs enriching data.
  • 42. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 44 Tackling Marketing Operations challenges Frictionless Sales through clearer insights. Scale personalisation efforts. Leverage Microsoft stack to clean our data. Speed and iteration through low-code.
  • 43. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Microsoft AI: AI and GenAI
  • 44. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 46 Microsoft PowerAutomate Low-Code Builder
  • 45. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 47 We built a lead-bot Power Automate
  • 46. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 48 Different states of completeness Normalise data to Microsoft Dynamics pick-list values. AI Categorise: sort job titles into job functions. Extract activities to generate sales summaries.
  • 47. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 49 Normalisation of country names • Country names: ‘US’; ‘USA’; ‘United States of America’; America • Misspellings: ’united state’ • Dynamics pick-list: ‘United States’ Solution: • Microsoft AI: categorise country against pick-list • Normalisation of country value. • Fit match against a region.
  • 48. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 50 Turning job titles into functions • Thousands of job title variances. • Not all ‘Directors’ and ’Managers’ are equal. • Interpretation of a job title, seniority and fit in a company. Solution: • Microsoft AI: Interpret and learn seniority from a job title. • LLM categorise against Dynamics job functions – or where they fit in a company
  • 49. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 51 Turning last interesting moments into sales summaries • Joining interesting moments into one field, separated by line breaks. • Concatenate date and type • Training LLM with an interesting moment prompt.
  • 50. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Recommending Content Through Dynamic Chat § Personalised call to action. § Matching content to our ICP Solution § Microsoft PowerAutomate handling downloads and summaries § Microsoft AI recommending missing content.
  • 51. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 53 x2 12hrs SDR response time to contact A month per team researching prospects
  • 52. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Pioneering with AI & GenAI: takeaways and learnings Embrace AI to achieve more, with the same. Get more from Marketo. Think agile. Curate better, natural customer experiences.
  • 55. Scaling Marketo Engage: Best Practices to Setup & Scale Your Instance to Support Growth Jane Musatova Global B2B Marketing Operations Manager Wolt John Grundy Senior Manager, Marketing Technology Accenture
  • 56. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Senior Manager, Marketing Technology John Grundy Jane Musatova Global Marketing Automation, Marketing Technology
  • 57. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Decentralized initial processing Undetected errors Increased form fill to contacted lead time Conflicts between messages 1 2 3 4 Problems of scale
  • 58. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 1 Decentralized initial processing Centralizing key processes should be the first step in your journey to scaling
  • 59. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 1 Decentralized initial processing § "Person is Created" trigger is the first step in lead processing. § As you are scaling your instance, centralizing Person is Created trigger under one program should be the first step. § Make sure that all new lead processing is initiated from this one program. Becomes a problem when you have: Uncontrolled use of ‘Person is Created’ trigger
  • 60. © 2024 Adobe. All Rights Reserved. Adobe Confidential. § Understand how your current flow infrastructure affects the CRM sync § Centralize all of the dependent operational process to ensure that leads will be properly synced and routed § Prioritize the most important processes (think those crucial for the initial sync) and move the rest to an async process or batch campaigns 1 Decentralized initial processing So… When should you centralise or decentralise your processes?
  • 61. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Undetected errors As your system gets more complex, staying on top of errors is important 2
  • 62. © 2024 Adobe. All Rights Reserved. Adobe Confidential. What to look out for Undetected errors 2 Bad or unexpected data Missing data on new records Integration/webhook failures Exceeded communications limit
  • 63. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Undetected errors Keep an eye on things with Scheduled People Performance reports 1. Create a smart list for exceptions to expected data (in past x days) 2. Add to people performance report, group by relevant field 3. Schedule for quick-glance in your inbox I run two – one for new records, one for system health 2
  • 64. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Undetected errors Bonus For time-sensitive cases, create a webhook using tokens to alert your Platform Operations team via MS Teams or Slack 2
  • 65. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 3 How long does it take for the MQL follow-up? Increased form fill to contacted lead time
  • 66. © 2024 Adobe. All Rights Reserved. Adobe Confidential. What are the Areas of ops responsibility § Time it takes in campaign que § Time it takes to go through operational processes § SFDC sync failures 3 Increased form fill to contacted lead time
  • 67. © 2024 Adobe. All Rights Reserved. Adobe Confidential. What you can do better § Make sure you keep your data as clean as possible § Simplify your operational processes by making them synchronous when possible § Don't overuse restricted picklists and validation rules to prevent SFDC sync failures 3 Increased form fill to contacted lead time
  • 68. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 4 Conflicts between messages More users ↳ More messages ↳ Too many comms
  • 69. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Stay in control with Strict naming convention + Audience control smart lists § Send nurture messages to audiences that have not already been communicated to recently § Helps prioritize message sends § Builds space into communications 4 Conflicts between messages
  • 70. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 1. Define naming convention for each communication type example Newsletters = NLS Webinar = WBR Campaign = CMP Nurture = NUR Operational = OPP 4 Conflicts between messages 2. Create a Smart List to control ‘Nurturable’ Audience example Was not sent email containing WBR, CMP in past 7 days 3. Consider SM Membership in program cadence example If not member of nurturable audience: 1. Change program cadence to Pause 2. Wait 1 day 3. Change program cadence to Normal
  • 71. © 2024 Adobe. All Rights Reserved. Adobe Confidential. (No longer) Problems of scale Organized initial processing Structured error reports & alerts Efficient CRM handover Prioritised message orchestration 1 2 3 4 Decentralized initial processing Undetected errors Increased form fill to contacted lead time Conflicts between messages
  • 72. Q&A
  • 73. Real world use cases for using Generative AI with Adobe Marketo Engage Josh Arrington Chief Marketing Technology Officer | Kapturall George Samaras Director, Marketing Operations and Technology | Coveo
  • 74. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Josh Arrington Partner & CMTO at Kapturall 2023 Adobe Marketo Champion 5-9: ✈📸🧑💻🏈🎾 Stay in touch!
  • 75. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Introduction • Generative AI is revolutionizing marketing, offering the potential to significantly amplify results akin to adding a team of intelligent virtual interns. • The imperative now is to create an environment that harnesses this potential effectively while maintaining control.
  • 76. © 2024 Adobe. All Rights Reserved. Adobe Confidential. From theory to practice • Beyond the Hype: Moving past the noise to praccal AI applicaon in markeng campaigns. • Our Journey: Collaborang to harness Generave AI and turn ambious goals into reality. • From Novelty to Necessity: Generave AI's transion into an indispensable element of markeng strategy.
  • 77. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Before we jump in… § What is Generative AI? § Subset of artificial intelligence § Able to create content resembling human generated content § There are many AI services available § What are Self Service Flow Steps? § Standard Native Marketo Functionality § Allows the creation of custom flow actions § Enables us to create seamless connections to other systems
  • 78. © 2024 Adobe. All Rights Reserved. Adobe Confidential. The Need for Generative AI • Marketers are asked to do more than ever with less resources, headcount, and budgets. We need to be more efficient. • Generative AI is revolutionizing marketing (and technology as a whole), but most marketing teams do not know how to fully leverage it. • Many leaders are concerned about the risks of using Generative AI.
  • 79. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Agenda Use Cases • Spam Identification: How Coveo uses AI to maintain data integrity by eliminating spam. • Optimizing Send Times: Leveraging AI to personalize engagement and enhance campaign metrics. • Personalized Prospecting: Advancing AI's role in creating tailored communications with essential oversight.
  • 80. © 2024 Adobe. All Rights Reserved. Adobe Confidential. AI Spam Identification Business Problem § BDRs are spending too much time going after potentially inaccurate leads. § Newer BDRs with less experience may not be as quick at distinguishing spam leads. § A lot of our costly channels online could be potentially yielding spam results and we must be accountable for wisely using our spend.
  • 81. © 2024 Adobe. All Rights Reserved. Adobe Confidential. AI Spam Identification Technical Solution Return Spam Rating A spam likeliness rating from 0-5 will be passed back to Marketo Analyze with OpenAI Ask AI to analyze lead data and return spam rating The process starts when a new lead enters Marketo Prospect Enters Marketo
  • 82. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Send Prompt to OpenAI Analyze the following lead information and provide a spam rating as an integer on a scale from 0 to 5, where 0 means very unlikely to be spam and 5 means highly likely to be spam... Response should be just a single integer without any other text. Example: “3” {{lead.First Name}} {{lead.Last Name}} {{lead.Email Address}} {{lead.Company}} {{lead.Job Title}} {{lead.Country}} {{lead.State}}
  • 83. © 2024 Adobe. All Rights Reserved. Adobe Confidential. AI Spam Identification Results § BDRs are only outbounding to moderate-to- low spam rated leads. § BDRs have reduced their lead review time by approximately 15%. § There has been an 8% lift in response rate from BDR outreach since this initiative has gone live.
  • 84. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Send Time Optimization Business Problem
  • 85. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Send Time Optimization Return AI Insights The best time and day is returned to Marketo and can be used in campaigns. Prompt OpenAI An email activity history is sent to OpenAI along with instructions. The AI returns a best time and day of week for sending emails. Email Activity We lookup and save the email activity for the lead record with the Marketo API and save it in a database. We send the leads we want to process to the service with a custom flow step. Flow Step
  • 86. © 2024 Adobe. All Rights Reserved. Adobe Confidential. AI Send Time Optimization How far back to consider email activity Where to store best time Where to store best day Whether to use system average in calculation
  • 87. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Prompt OpenAI Given the email activity data below, determine the best day of the week and time of day to send an email to maximize the chances of it being opened and clicked. Times are provided in UTC. Return the time to the nearest hour as an integer from 1 to 24 and the day as the English day. The response must be valid JSON without any explanation. Example {“time” : 14 , “day” : “Tuesday”} { “time” : “day” : “Monday” } Email Activity Data
  • 88. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Using the Best Send Time Set up a tailored campaign to send emails at each contact’s ideal time. The process involves: § Start the campaign at midnight. § Email those with a best send time of "0" right away. § Implement a 45-minute wait, then email the 1 am group. § Continue this pattern hourly, around the clock. The setup includes 24 "Send Email" and 23 "Wait" steps.
  • 89. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Send Time Optimization Results
  • 90. © 2024 Adobe. All Rights Reserved. Adobe Confidential. AI Business Development Prospecting Emails Business Problem
  • 91. © 2024 Adobe. All Rights Reserved. Adobe Confidential. AI Business Development Prospecting Emails Send Approved Email If approved the email is sent to the prospect via a Marketo Smart Campaign. Approve in Slack The OpenAI generated email body is sent to Slack via an approvals module where the sales owner can approve or deny as well as edit the message Prompt OpenAI We prompt OpenAI to write a prospect personalized by product and stage with information from the person’s LinkedIn profile. Enrich With LinkedIn We use enrich the lead with information from the person’s LinkedIn profile The process starts when a new lead enters Marketo Prospect Enters Marketo
  • 92. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Enrich with LinkedIn
  • 93. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Prompt OpenAI to write Email Write an outbound email for a prospect interested in {{lead.Use Case}} from {{lead.department}} with the title {{lead. Title}}. We have identified them as being in {{lead.Buying stage}}. Make the email witty and personal using an interesting piece of information about them from their {{lead.LinkedIn Profile Summary}}.
  • 94. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Review and Approval in Slack The OpenAI generated email body is sent to Slack via an approvals module where the sales owner can approve or deny as well as edit the message
  • 95. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Review and Approval in Slack When approved a selected smart campaign is requested and the email body text is passed back as a program token.
  • 96. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Send AI Email When the text is approved in Slack it triggers the selected smart campaign passing in the email body as a program token so it can be used in the email. Hello {{lead.First Name}}, {{my.ai-body}} Best Regards
  • 97. © 2024 Adobe. All Rights Reserved. Adobe Confidential. AI Business Development Prospecting Emails Results
  • 98. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Summary Create the right environment for success with Generative AI: § Careful prompt engineering § Provide clear guidelines and sample responses § Augment prompts with quality data § Safeguards for control § Approval processes to provide oversight
  • 99. © 2024 Adobe. All Rights Reserved. Adobe Confidential.
  • 100. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Multi-faceted Martech Consultants Brands that trust us
  • 101. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Philosophy: ‘Simplify, Connect & Inform’ Brands that trust us
  • 102. © 2024 Adobe. All Rights Reserved. Adobe Confidential. Authenticity & Quality are key Brands that trust us
  • 103. © 2024 Adobe. All Rights Reserved. Adobe Confidential. The Martech Spine © Maximise marketing performance Create meaningful integrations and harmony Prioritise and simplify your martech
  • 104. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com • Annual report in its fifth year • First and most reliable martech industry report • Surveying 650+ senior marketers • Third year in collaboration with Southampton University Business School
  • 105. © 2024 Adobe. All Rights Reserved. Adobe Confidential. 5 Key themes Migration trends The gap to achieve hyper-personalisation Revenue centric marketing Operating models Mission critical martech
  • 106. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com Key Observations SaaS Slowdown ‘Nextopia’ ‘Nowtopia’ 1. Most key platforms are now in place 2. $$ are strong 3. Focus on integrations, training and development
  • 107. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com Key Observations Migrations 50%+
  • 108. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com Key Observations Migrations 1. Ecosystem consolidation 2. Org Standardisation 3. One v.v Multiple Emotional to Rational decision-making
  • 109. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com The Journey & Future State Migrate from Adobe Campaign to Marketo Engage Migrate Eloqua and Unica to Marketo Engage Focus on the future state with scalability, activating investments and brand presence Phase 1 Phase 2 Phase 3 Look for improvements Facilitate BT delivery teams across multiple workstreams Migrate remaining BT business units, Global and EE Hybrid partnership between design and build A technology setup that can grow with the capabilities of the business Leverage large volumes of data through integrations Connect with customers across their digital and physical channels
  • 110. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com Key Observations Hyper-personalisation Still an ambition – many at always-on campaigns phase CDP 10%... 20% in 2027
  • 111. © 2024 Adobe. All Rights Reserved. Adobe Confidential. What‘s creating the gap? 1. Accessibility of non-marketing data 2. Platforms capability to consume and activate complex data 3. Marketers' ambitions and creativity Tactical Activity One-off Campaigns Always-on Campaigns 1-1 Hyper- Personalised experiences Predominant activity (%) Today 2026
  • 112. © 2024 Adobe. All Rights Reserved. Adobe Confidential. The Rise of CDP
  • 113. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com Key Observations From funnel-filling to Revenue centricity & insight “Our ability to capture data far exceeds our ability to interpret it” No longer the case – organisations are investing in Dashboarding and Benchmarking
  • 114. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com Key Observations Operating Models 1. Most building ‘solid internal’ capability 2. Increasingly co-existing with specialist partners 3. Orientation toward integration and ‘smarter’ stuff 30%... 50%
  • 115. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com Key Observations The rise of Mission Critical Martech Making an impact beyond marketing Now embedded in business processes e.g. Customer onboarding
  • 116. © 2024 Adobe. All Rights Reserved. Adobe Confidential. clever-touch.com No longer unproven and on the periphery Key Takeaways Martech is in a pretty good place We are seeing coherent adoption across the organisation CMO’s must own the vision, ambition and prove the ROI
  • 117. © 2024 Adobe. All Rights Reserved. Adobe Confidential.