Identity Resolution

What is Identity Resolution? 

What is identity resolution? Identity Resolution is a data management process that analyzes disparate data sets to identify a customer’s unique identity through various attributes, such as email addresses, device IDs, and cookies. These attributes help identify individuals using both personal and anonymous information, with the process typically automated by software solutions. Through algorithmic and statistical analysis, a persistent identifier is created, enabling consistent and trustworthy identity tracking across systems over time. This comprehensive profile provides marketers with the ability to understand their customers better and maintain their identities consistently, even as individual attributes change. The process of stitching together and resolving this data is typically done by a software system, such as a customer data platform (CDP).

For instance, in companies that manage multiple brands, customers frequently interact with each brand in isolation, which can lead to fragmented customer identities. Without effective identity resolution, a single customer might receive redundant ads and messages from different brands, leading to wasted marketing resources and loss of trust in your brand. By integrating disparate IDs across brands, businesses can achieve a holistic view of the customer, ensuring coordinated marketing efforts. This integration reduces unnecessary advertising and engagement, optimizing marketing costs and improving the customer experience.

Why is Identity Resolution Needed?

Consumers interact with your brand across a variety of devices and platforms. In the morning, a consumer might see an advertisement from your brand in a mobile app on her phone. During her commute to work, she might see your banner ad while visiting a news website on her tablet. When she arrives in her office, she might open an email from your brand on her laptop.

Without identity resolution, the three touchpoints (i.e., from the same person) would appear to come from three different people. With identity resolution, those touchpoints can be stitched into a single customer profile, which allows us to create a seamless customer experience to engage this user. By understanding that these three touch points came from the same person, we can better understand her interests and needs and make better decisions on providing her the next best offer.

In addition to consumers’ tendencies to use multiple devices and platforms, data explicitly captured about customers can be stuck inside platform-specific silos. For example, a web marketing system that identifies users by cookie ID doesn’t know that the email addresses captured in a marketing automation system are the same person. Data lives in distributed systems that don’t talk to each other. In addition, the data isn’t connected or reconciled to create a unified customer profile.

These data silos make it likely that a person will receive different offers and messaging from your brand based on the systems they’re using at the time. This can create confusion and doesn’t reflect well on your brand. A unified customer profile helps you create more personalized and relevant interactions.

What Are The Types Of Identity Resolution?

There are two types of identity resolution: deterministic matching and probabilistic matching.

With deterministic matching, customer records are matched by searching for equality across identifiers such as email, phone number, or username. This approach works best when first-party data is readily available.

With probabilistic matching, profiles are matched through an estimate of the likelihood that two identities are the same customer. The identifiers could be things like an IP address, device type, browser, or OS. Probabilistic matching can be less certain than deterministic, and marketers must decide the level of confidence necessary to determine a positive match. This method can be useful when first-party data is limited, or when reach is a priority.

Additional Benefit Of Identity Stitching

An additional benefit of identity stitching is the ability to do more accurate predictive modeling. This involves producing the “training data” necessary to identify “lookalikes” within other customer sets. With automated predictive modeling built into an enterprise-grade CDP, the model-building engine correlates hundreds of profile attributes to provide a recommended list of the most meaningful profile features. Marketers can adjust the model by adding or deleting suggested attributes. To build a reliable predictive model, you first need a large set of known customers to use as training data—which is why identity resolution is a key component.

What are Identity Resolution Challenges?

At the top of the funnel, the challenge lies in acquiring new prospects who haven’t visited your sites or interacted with your brand. With the deprecation of third-party cookies, it becomes more difficult to target ads effectively, leading to increased ad spend. The middle of the funnel is where potential customers have shown some interest but have not yet converted into known leads or customers.. The nature of identity in this stage is notably different from the top and bottom of the funnel, presenting unique challenges.

• Web Engagement with Anonymous Profiles: Utilize first-party data and cookies to deliver customized content and recommendations. For example, customer engagement platforms focus on optimizing engagement using first-party cookies to track user interactions anonymously.
• Protected Audience API (Previously FLEDGE API): This approach is similar to contextual advertising, where ads are shown based on interest groups rather than personal tracking. It allows marketers to reach relevant audiences without needing specific identifiers.
• Probabilistic Identity Resolution: Use algorithms and statistical models to make educated guesses about which data points belong to the same individual based on behavior and patterns. This method helps personalize content even when exact matches aren’t available.
• Conversion API: Allows businesses to send web, app, and offline event data directly to advertising platforms in addition to a traditional client-side tracking methods such as browser cookies or pixels. This server-side data transmission helps ensure accurate measurement and attribution for conversions, that improve ad targeting accuracy on the advertising platforms.

While leveraging known identities offers significant advantages, it also presents challenges that must be addressed to increase loyalty effectively:

• ID Hierarchy: Managing identity hierarchies is crucial, such as ensuring that a promotional offer meant for parents is not mistakenly sent to their child, or consolidating multiple VIN IDs and emails associated with a single customer. Businesses must implement sophisticated systems to manage these complexities and ensure accurate communication.
• Accurate ID Resolution: Ensuring that the right message reaches loyal customers is critical. Inaccurate or misdirected communications can lead to customer frustration and reduced loyalty. Implementing robust identity resolution strategies is essential to maintain accurate customer profiles and deliver appropriate messaging.
• Resolving Identities Across Various Channels: Customers interact with brands through numerous touchpoints, including call centers, physical stores, e-commerce platforms, and digital communication channels (email, phone, web, app). Ensuring consistent identity resolution across these channels is challenging but necessary to provide a seamless and cohesive customer experience.

What are Identity Resolution Solutions?

How an identity strategy with a CDP  can help at the top of funnel:

• Contextual Advertising: By showing ads based on the content of the user’s current online environment, rather than their individual browsing history, marketers can reach relevant audiences without relying on tracking cookies. For example, Google Topics API aimed to support interest-based advertising without tracking individual sites.
• Lookalike Modeling: Major AdTech brands leverage first-party data to identify and reach audiences with similar characteristics to existing customers. This helps in acquiring new, relevant prospects.
• Conversion API and Alternative Ads ID Solutions: Solutions like UID2.0, ID5, and RampID offer alternatives to third-party cookies for tracking and targeting, enabling more accurate ad targeting and measurement.
• Data Clean Room: By partnering with other businesses, marketers can use second-party data to gain a more comprehensive understanding of the customer journey, enabling personalized targeting and refined audience segmentation. Especially Google, Amazon, etc who have a big marketplace offering a data clean room solution.

Unlike the top of the funnel, where you may leverage existing customer identities to attract similar prospects, or the bottom of the funnel, where you have detailed customer profiles, the middle of the funnel often lacks clear, identifiable information. Here, communication is typically based on less personal identifiers like cookies and device IDs. This lack of directly identifiable information (such as email address) makes it challenging to personalize interactions and track user behavior accurately. Key challenges include:

• Anonymous Users: At this stage, many users remain anonymous, making it difficult to gather personally identifiable information (PII) and tailor communications based on individual preferences and behaviors.
• Cookie-Based Tracking: With the phasing out of third-party cookies and the rise of privacy regulations, relying on cookie-based tracking has become more challenging. This affects the ability to retarget and personalize content effectively.
• Transitioning from Anonymous to Known: A significant challenge is converting anonymous visitors into known leads, which requires strategies that can encourage users to share their identities willingly.

The bottom of the funnel is where conversion occurs, and marketers focus on turning leads into loyal customers. Effective customer relationship management (CRM) strategies are crucial for enhancing loyalty and retention, similar to the top of the funnel, where identities play a significant role.

Utilizing identity at this stage is critical for personalizing interactions and building strong relationships with customers. By leveraging identities, businesses can tailor their communications and offers to meet individual customer needs, enhancing their overall experience and increasing loyalty. Here’s how identities are used effectively in bottom-of-funnel strategies:

• Personalized Engagement: Recognized identities allow businesses to tailor their messaging and offers to reflect the customer’s unique preferences and history, resulting in more relevant and engaging interactions.
• Targeted Loyalty Programs: By using recognized identities, companies can develop loyalty programs that reward customers based on their specific behaviors and preferences, enhancing customer engagement and retention.
• Seamless Omni-Channel Experience: Recognized identities enable businesses to provide a consistent experience across multiple channels, ensuring that customers receive a cohesive and personalized journey whether they interact online, in-store, or through mobile apps.

Learn more about what is identity resolution: How Marketers Can Use Identity Resolution to Succeed In A Cookieless World