- implements Touch Clarity’s intelligent Web personalization software to make visitor click engagement 2.5 times higher -

MSN UK has implemented self-learning, automated software to personalize its homepage interactions and increase customer engagement and satisfaction with its 16.2 million monthly visitors, who currently generate over 1.3 billion page impressions per month.

Having conducted a global evaluation, MSN decided to implement Touch Clarity as it allows online publishers to cater to the tastes of more online visitors, more of the time. An additional immediate benefit of the solution is the fact that it can be easily implemented without creating a significant drain on MSN technical resource and that it provides measurable and immediate increased revenues.

Customer click through from MSN’s home page is a key measure of customer satisfaction and directly impacts the portal’s monthly advertising revenues. By implementing Touch Clarity, MSN has boosted click-through to be 2.5 times higher, meaning more customers see the content they want. In addition, the Touch Clarity system has found the appropriate audience for channels that are not normally promoted on the home page, such as Games Downloads, Jobs, Dating and Dieting. The result has been up to 4 times increases in click-throughs to these pages, as now a highly defined group of customers can be identified and serviced in real-time.

‘For MSN, the customer always comes first. A tool that can measurably improve customer engagement and experience is therefore extremely powerful. The fact that this improvement can also then be traced back directly to increased revenues made implementing Touch Clarity a no brainer,’ said Amanda Anthony, Digital Marketing Manager at MSN UK.

MSN chose UK-based Touch Clarity because its world leading real-time learning algorithms can provide the best experience for consumers visiting its website.

Amanda Anthony added, ‘MSN wanted access to the best content targeting and personalization technology available. We found the Touch Clarity solution to be the most compelling in terms of the intelligence provided and the experience it can give to our customers. Other vendors had basic optimization or segment targeting technologies, but none learnt in real-time as effectively as Touch Clarity.’

In order to model the return from implementing Touch Clarity, uplift figures were applied to annual periods on home pages such as MSN.com. The increase in revenue for such a large site has been estimated to be several tens of millions of dollars per annum from personalization on the home page alone. For MSN.co.uk, applying the technology to the home page and key content channels is estimated at over $10million per year to the business.

Stephen Upstone, Business Development Director at Touch Clarity commented, ‘We are delighted to be working with the world’s largest software company to improve customer experience and revenues achieved online. It is a great tribute to our software developers and research scientists that we have been identified as world leaders in the exciting and fast growing business of online content targeting and personalization technology.’

MSN and Touch Clarity have worked together on several websites including MSN.co.uk, MSN.com and MSN.es and there is a significant opportunity to extend the relationship across other MSN and Microsoft properties. Touch Clarity and Microsoft are also evaluating the potential to create exciting new personalization and content targeting products to improve customers’ Internet experience and drive MSN’s continued commercial success.

About MSN.co.uk

MSN is a division of the Microsoft Corporation

MSN is the UK’s largest portal attracting over 16.2 million visitors per month in the UK (Nielsen//NetRatings September 2005) and more than 420 million unique users worldwide (MSN Internal Data). Owned by Microsoft, MSN is available in 41 markets and 21 languages.

MSN offers a wide range of Subscription products including Hotmail Plus and MSN Premium with state of the art parental controls, spam filtering software and photo editing tools.

MSN provides a number of world class innovative communication and information services including:

· MSN Hotmail, the UK's most popular free web-based e-mail service with over 8.0 million users in the UK (Nielsen//NetRatings July 2005) and over 190 million active accounts worldwide (MSN Internal Data)

· MSN Messenger, the UK's number one instant messaging service on the internet with 9.4 million monthly users (Nielsen//NetRatings September 2005) and over 155 million active users worldwide (MSN Internal data)

· MSN Search, one of the UK’s top search sites with 6.2 million users. (Nielsen//NetRatings September 2005). MSN Search is available in 32 markets worldwide and 14 languages. MSN Toolbar is available in 47 markets with 53 million installed worldwide.

For more information about MSN please contact:

Kate Gillman 020 7025 6523 kate.gillman@redconsultancy.com

Ruth Thomas 020 7025 6437 ruth.thomas@redconsultancy.com

About Touch Clarity

Touch Clarity is the leading provider of content targeting software that significantly increases online engagement, sales conversion and customer satisfaction. The software builds profiles of visitors to large consumer websites based on behavior and uses those profiles to target content to them, creating a personalized experience for each visitor to the website.

For more information about Touch Clarity please contact:

Stephen Upstone – Director of Business Development.
Tel: 0207 380 4400 Email: stephen.upstone@touchclarity.com

Sophie Davis, Fleishman Hillard
Tel: 020 7395 7041 Email: daviss@fleishmaneurope.com

Published on: 12:00AM on 17th November 2005