Meeting Title: Customer Data Sync with Robert Date: 2025-08-14 Meeting participants: Robert Tseng, Henry Zhao
WEBVTT
1 00:02:18.850 ⇒ 00:02:20.830 Henry Zhao: Hey, Robert, how’s it going? Are you there?
2 00:02:21.670 ⇒ 00:02:22.420 Robert Tseng: Yeah, I’m here.
3 00:02:22.860 ⇒ 00:02:23.460 Henry Zhao: Okay.
4 00:02:26.410 ⇒ 00:02:27.090 Henry Zhao: Okay.
5 00:02:31.600 ⇒ 00:02:35.099 Henry Zhao: Alright, I have just a few things I want to talk to you about today.
6 00:02:38.860 ⇒ 00:02:41.569 Henry Zhao: Yeah, could I also use your help on some of these things.
7 00:02:43.000 ⇒ 00:02:43.560 Robert Tseng: Okay.
8 00:02:44.720 ⇒ 00:02:49.739 Henry Zhao: Alright, so… first things first, … Let me sign in.
9 00:03:13.480 ⇒ 00:03:20.319 Henry Zhao: Alright, so I’m working on the Mixpanel and the CIO, like, overages, overhaul.
10 00:03:20.600 ⇒ 00:03:23.989 Henry Zhao: So I’m gonna put those into a spreadsheet, and I’ll send that to you when that’s ready.
11 00:03:24.890 ⇒ 00:03:30.860 Henry Zhao: In the meantime, the customer profiles, I think, is good. So far, I’ve only sent, …
12 00:03:31.600 ⇒ 00:03:33.810 Henry Zhao: SMS consent, just as a test.
13 00:03:34.280 ⇒ 00:03:34.980 Robert Tseng: That’s true.
14 00:03:34.980 ⇒ 00:03:35.690 Henry Zhao: Fine.
15 00:03:36.370 ⇒ 00:03:36.970 Robert Tseng: S.
16 00:03:36.970 ⇒ 00:03:48.959 Henry Zhao: After this, I’m going to meet with Judd, who… and so Bobby doesn’t want to meet with me, because he was heads down, and then he was like, I’m off-boarding anyway, like, why do you want to talk to me? So I’m just going to talk to Judd and show him, like, what we have in terms of customer enriched profiles.
17 00:03:48.960 ⇒ 00:03:57.249 Henry Zhao: walk through what Bobby taught him, and we’ll make a plan for how we want to start using that for, the, like, treatment automation and those types of things.
18 00:03:57.550 ⇒ 00:03:59.980 Robert Tseng: Probably never gave you anything from Customer IO, huh?
19 00:04:00.760 ⇒ 00:04:01.529 Henry Zhao: What’s that?
20 00:04:01.870 ⇒ 00:04:04.740 Robert Tseng: Bobby never gave you anything that he said he was gonna give you.
21 00:04:05.710 ⇒ 00:04:06.560 Henry Zhao: No.
22 00:04:07.220 ⇒ 00:04:08.289 Henry Zhao: What did you say was gonna do?
23 00:04:08.560 ⇒ 00:04:09.070 Henry Zhao: I don’.
24 00:04:09.070 ⇒ 00:04:18.590 Robert Tseng: Well, didn’t we meet with him? And he was like, oh yeah, I’ll send you some documentation, basically help you better understand, like, what’s available on Customer IO, and, like, what he actually uses or something.
25 00:04:18.860 ⇒ 00:04:22.259 Henry Zhao: Oh my gosh, I never in my head connected those are the same Bobby.
26 00:04:23.500 ⇒ 00:04:25.330 Robert Tseng: Oh yeah, that’s the same Bobby.
27 00:04:25.690 ⇒ 00:04:28.960 Henry Zhao: I thought it was, like, a different Bobby. Yeah, sorry, just in my head, I never connected them.
28 00:04:28.960 ⇒ 00:04:29.280 Robert Tseng: Yeah.
29 00:04:29.280 ⇒ 00:04:30.970 Henry Zhao: He never gave me anything.
30 00:04:31.610 ⇒ 00:04:38.640 Robert Tseng: Well, I mean, I feel like he just doesn’t have anything. We feel like we’ve asked a lot, and he’s never given anything, so….
31 00:04:38.640 ⇒ 00:04:51.350 Henry Zhao: I’ll see what his plans are and what he was showed from Bobby, and we will make sure that those are in the columns for customer enriched profiles, and if it’s not, I will, add them.
32 00:04:52.880 ⇒ 00:04:53.670 Robert Tseng: Okay.
33 00:04:53.670 ⇒ 00:05:05.039 Henry Zhao: And I’ve asked Awash to dedupe, because right now it’s kind of a mess. There are null user IDs, there’s emails with more than one row, so I don’t know, like, if I want to use user ID or email as the primary key.
34 00:05:05.410 ⇒ 00:05:15.850 Robert Tseng: Yeah, so the emails with more than one row thing, I was, like, looking into that more. In BASC, they create different… yeah, it’s more of a BASC issue, where, like, the data coming in
35 00:05:15.990 ⇒ 00:05:31.709 Robert Tseng: there’s probably multiple, like, BASC patient, or whatever they… whatever the ID is. Yeah, people with the same email can be created multiple times in BASC, and so I’m assuming that because that ends up coming into segment, we’re not…
36 00:05:31.860 ⇒ 00:05:36.899 Robert Tseng: like, yeah, I guess we’re just not deduping them, and that’s why we have a bunch of duplicates, so….
37 00:05:37.790 ⇒ 00:05:48.159 Henry Zhao: I feel like if we… this is a query that Awash has, I feel like we need to either pick email or user ID as the primary key, and then everything else needs to be an aggregation.
38 00:05:48.520 ⇒ 00:05:49.120 Robert Tseng: Yeah.
39 00:05:50.090 ⇒ 00:05:53.699 Robert Tseng: I mean, email is usually the primary key that you would use, so….
40 00:05:53.700 ⇒ 00:05:55.920 Henry Zhao: But also….
41 00:05:56.390 ⇒ 00:06:01.200 Robert Tseng: People change emails and stuff, so… Yeah, because I….
42 00:06:01.270 ⇒ 00:06:02.700 Henry Zhao: Same user ID still?
43 00:06:03.450 ⇒ 00:06:06.319 Robert Tseng: Yeah, I mean, it should be the same user ID, but…
44 00:06:06.550 ⇒ 00:06:12.660 Robert Tseng: But I’m saying, like, the D… so, like, DC user ID, that comes from questionnaire. Like, someone…
45 00:06:12.820 ⇒ 00:06:25.969 Robert Tseng: could come in and fill out multiple questionnaires for multiple products, and they would get multiple profiles, and so under what we’re calling customer ID right now, like, we’re just… it’s gonna… still gonna create multiple… multiple, profiles.
46 00:06:28.150 ⇒ 00:06:33.700 Henry Zhao: Mmm, but in Customer IO, is there a way I can find out… in Customer I.O, are there…
47 00:06:34.250 ⇒ 00:06:38.500 Henry Zhao: Yeah, I’m trying to figure out, like, what is the one-to-one relationship in customer I.O, if it’s…
48 00:06:38.610 ⇒ 00:06:42.160 Henry Zhao: If email is also the unique identifier there.
49 00:06:44.740 ⇒ 00:06:50.990 Henry Zhao: I also want to know why there’s 368,000 people in here, but only 107,000 in customer-enriched profiles.
50 00:06:52.240 ⇒ 00:06:56.520 Robert Tseng: But yeah, I don’t believe that there are actually 300,000 people. Like, there are a bunch of them that probably don’t…
51 00:06:56.880 ⇒ 00:07:00.500 Robert Tseng: Is your email condition here? Is it filtered by email?
52 00:07:00.760 ⇒ 00:07:04.179 Robert Tseng: Like, email not null, or whatever.
53 00:07:04.600 ⇒ 00:07:06.299 Henry Zhao: I think they should all be emails, not null.
54 00:07:06.640 ⇒ 00:07:07.390 Robert Tseng: Okay.
55 00:07:10.400 ⇒ 00:07:13.910 Henry Zhao: Yeah, like, email exists, it’s still gonna be… That many people.
56 00:07:13.910 ⇒ 00:07:16.740 Robert Tseng: Okay, it dropped by, like, 20K, but yeah, okay.
57 00:07:18.320 ⇒ 00:07:19.230 Robert Tseng: I….
58 00:07:19.230 ⇒ 00:07:20.849 Henry Zhao: They all have user IDs as well, right?
59 00:07:22.440 ⇒ 00:07:23.280 Robert Tseng: Yeah.
60 00:07:23.880 ⇒ 00:07:28.569 Henry Zhao: Yeah, so regardless, there should be this many user IDs in customer-enriched profiles.
61 00:07:34.320 ⇒ 00:07:34.950 Robert Tseng: Yeah.
62 00:07:38.720 ⇒ 00:07:45.449 Henry Zhao: Alright, I might… I might ask Elise to look into that. But either way, we’ve created a ticket to ask him to look at maybe deduping, …
63 00:07:46.590 ⇒ 00:07:47.810 Henry Zhao: When he gets back.
64 00:07:48.310 ⇒ 00:07:48.970 Robert Tseng: Okay.
65 00:07:49.530 ⇒ 00:07:52.540 Henry Zhao: So this is the ticket. We just wanted to get it approved by you.
66 00:07:53.470 ⇒ 00:07:54.460 Henry Zhao: Awaits.
67 00:07:54.720 ⇒ 00:07:56.190 Henry Zhao: Well, right now it’s under me.
68 00:07:57.380 ⇒ 00:07:59.260 Henry Zhao: So we’re gonna have a wish do that.
69 00:08:00.120 ⇒ 00:08:01.539 Henry Zhao: Is it this one? No.
70 00:08:06.890 ⇒ 00:08:10.439 Henry Zhao: To only, to emails.
71 00:08:13.250 ⇒ 00:08:14.120 Henry Zhao: Okay.
72 00:08:14.770 ⇒ 00:08:16.479 Henry Zhao: And then I would have…
73 00:08:17.200 ⇒ 00:08:23.140 Henry Zhao: How in Segment… do you know in Segment how I can, when I do the mapping, have it map on email and not ID?
74 00:08:24.370 ⇒ 00:08:26.679 Robert Tseng: Yeah, you should be able to change that.
75 00:08:34.200 ⇒ 00:08:40.139 Robert Tseng: I don’t know the sequence off the top of my head. I’d probably just GPT it and figure it out, but yeah, I’m sure you can… you can… you can adjust it.
76 00:08:40.880 ⇒ 00:08:45.010 Henry Zhao: I’ll send it to a WASH, … Henry, to confirm.
77 00:08:45.950 ⇒ 00:08:47.830 Henry Zhao: Mapping by email.
78 00:08:48.810 ⇒ 00:08:52.270 Henry Zhao: Instead of, user ID segment.
79 00:08:53.840 ⇒ 00:08:59.549 Henry Zhao: Need to do that, okay. But then something that, Andrew and I are having trouble with is the CAPI.
80 00:09:00.490 ⇒ 00:09:01.250 Henry Zhao: ….
81 00:09:03.480 ⇒ 00:09:04.900 Robert Tseng: Like, the meta, Cappy?
82 00:09:04.900 ⇒ 00:09:05.590 Henry Zhao: Yeah.
83 00:09:06.220 ⇒ 00:09:13.489 Henry Zhao: Unless it’s pending VASH… to do something. Okay, so we went to the MetaCappy…
84 00:09:16.560 ⇒ 00:09:20.570 Henry Zhao: And it looks like it’s working… like, it seems like it’s working fine, because it’s saying success.
85 00:09:21.920 ⇒ 00:09:23.439 Henry Zhao: when I go to Edit Mapping.
86 00:09:24.150 ⇒ 00:09:35.320 Henry Zhao: and I just do a test record, because I’m trying to, like, troubleshoot something. It gives me 400 bad requests, and I don’t understand this error message. It just says, HTTP request error.
87 00:09:35.470 ⇒ 00:09:37.179 Henry Zhao: And then there’s also this OAuth.
88 00:09:38.270 ⇒ 00:09:40.540 Henry Zhao: Facebook platform… sorry.
89 00:09:41.240 ⇒ 00:09:42.740 Henry Zhao: invalid parameter.
90 00:09:44.970 ⇒ 00:09:47.780 Robert Tseng: It’s an authentication thing. …
91 00:09:48.230 ⇒ 00:10:02.090 Robert Tseng: Which is weird, because this morning I was checking other things. Seems like Facebook also got disconnected from Northbeam. So, I mean, I wonder, did you check this today? Maybe, like, did you guys know this is multiple days in a row already, or…?
92 00:10:02.330 ⇒ 00:10:05.560 Henry Zhao: I started… I found this out yesterday, so yesterday, it wasn’t working.
93 00:10:06.150 ⇒ 00:10:07.050 Robert Tseng: Okay.
94 00:10:09.550 ⇒ 00:10:19.159 Robert Tseng: Well, yeah, I’m… I’m just… something about the meta authentication also got disconnected from… from the Northam. Maybe we just have to reconnect. Could try that.
95 00:10:19.390 ⇒ 00:10:22.939 Robert Tseng: This definitely wasn’t showing that error before. I was able to send test events.
96 00:10:24.370 ⇒ 00:10:26.320 Henry Zhao: Okay, so I will update that.
97 00:10:26.580 ⇒ 00:10:37.140 Henry Zhao: The next question I have is on Stuart. So, if you remember Stuart… okay, so let’s take this piece by piece. So, for Stuart, he asked about Northbeam, server-server integration.
98 00:10:37.290 ⇒ 00:10:44.260 Henry Zhao: And I’m trying to figure out how to best answer him, so… remember, Robert asked me for two pieces. One was…
99 00:10:44.920 ⇒ 00:10:49.520 Henry Zhao: So 2 pieces for… North Beam, server-side.
100 00:10:50.730 ⇒ 00:10:51.400 Robert Tseng: Yeah.
101 00:10:51.580 ⇒ 00:10:57.150 Henry Zhao: integration. So one was, implement server-side tracking, right?
102 00:10:59.090 ⇒ 00:10:59.690 Robert Tseng: Yep.
103 00:10:59.840 ⇒ 00:11:04.539 Henry Zhao: Which I think for the FB Cappy stuff, we all purchase events.
104 00:11:04.670 ⇒ 00:11:06.160 Henry Zhao: We are already doing that, right?
105 00:11:07.350 ⇒ 00:11:08.120 Robert Tseng: Yep.
106 00:11:09.170 ⇒ 00:11:19.109 Henry Zhao: But then, what about the other, events and the other platforms like Google, Pinterest, etc? How… how should we implement server-side tracking there? Do we…
107 00:11:19.290 ⇒ 00:11:24.280 Henry Zhao: just have Andrew kind of work on those CAPIs, or what’s the plan there that we should do, you think?
108 00:11:24.770 ⇒ 00:11:30.230 Robert Tseng: Well, so, we have North Beam. We were supposed to feed
109 00:11:30.510 ⇒ 00:11:37.619 Robert Tseng: to push events into North Beam directly, which we now are able to do. Polytomic has built the connector. I mean…
110 00:11:37.930 ⇒ 00:11:53.859 Robert Tseng: I… Oasis was trying to test it, I gave him some endpoint that he could test the API, he said he was testing it. I don’t know if you’ve talked to him since then, and I mean, that’s… that’s how we would push data into Northbeam. So, … as far as, like.
111 00:11:54.900 ⇒ 00:12:09.699 Robert Tseng: I mean, Pinterest is… I mean, there’s a list of priorities. I don’t think Pinterest was the higher one. I think it was something like, Meta… Meta Reddit or something. I forgot what the order was. I think… I think it’s just Meta and Reddit. Pinterest are barely spending anything.
112 00:12:09.700 ⇒ 00:12:11.140 Henry Zhao: We were going to….
113 00:12:13.670 ⇒ 00:12:16.529 Robert Tseng: Yeah, so we were going to push…
114 00:12:16.900 ⇒ 00:12:29.059 Robert Tseng: Meta and Reddit into Northbeam. Like, I think that’s all he wanted to see, right? It’s like, he… the Northbeam conversions are off. Now that we have Meta Cappy set up directly in Meta, like, yeah, the Meta reporting or whatever is…
115 00:12:29.310 ⇒ 00:12:33.510 Robert Tseng: It’s better, but that’s not… like, I guess they wanted to see that in Northbeam, too.
116 00:12:34.870 ⇒ 00:12:38.609 Robert Tseng: I’m… I’m not… God, that’s… That’s all I got.
117 00:12:39.180 ⇒ 00:12:45.799 Henry Zhao: So to confirm, when, when Awash figures out the stuff with Polyatomic, then Facebook server side should be good in Northbeam.
118 00:12:47.040 ⇒ 00:12:55.760 Robert Tseng: Well, we still have to… we still have to push it in, like, the connector is there, like, we can now move data in and out of Northbeam before we were not able to do that.
119 00:12:56.020 ⇒ 00:13:01.809 Robert Tseng: Like, I mean, outside of the… we were only able to, …
120 00:13:02.320 ⇒ 00:13:12.219 Robert Tseng: well, route data into the data warehouse from some segment, but now we have a… we should have a direct connector, and we just have to select what we want to move. Yeah.
121 00:13:14.240 ⇒ 00:13:19.289 Henry Zhao: Okay. But basically, the server-side tracking data is coming from the Pixel that we installed, right?
122 00:13:21.070 ⇒ 00:13:23.060 Robert Tseng: The…
123 00:13:23.250 ⇒ 00:13:36.950 Robert Tseng: I mean, Northbeam has the first… like, has their own first-party pixel. That was, like, the whole point of using Northbeam, so… We didn’t create a custom pixel, ourselves, if that’s what you’re asking.
124 00:13:40.790 ⇒ 00:13:46.940 Henry Zhao: Okay, I’m still a little bit confused. So, North has a pixel, we install it, it’s giving us data now.
125 00:13:48.750 ⇒ 00:13:53.450 Henry Zhao: And we need to send that data via the polyatomic connector to the orders API.
126 00:13:54.360 ⇒ 00:13:57.169 Robert Tseng: Yeah, that’s what I thought we should be doing.
127 00:13:58.810 ⇒ 00:14:02.549 Henry Zhao: Okay, and that would resolve Meta and Reddit.
128 00:14:04.180 ⇒ 00:14:04.880 Robert Tseng: Yeah.
129 00:14:06.880 ⇒ 00:14:12.889 Henry Zhao: Do we need to install anything on Reddit still, or is that already installed? Or do I check with Awish or Andrew on that?
130 00:14:13.210 ⇒ 00:14:14.659 Robert Tseng: We don’t…
131 00:14:17.930 ⇒ 00:14:25.069 Robert Tseng: I mean, the point of having Northbeam is that we don’t need to install all of these platforms’ pixels, we just have Northbeam
132 00:14:25.500 ⇒ 00:14:27.740 Robert Tseng: There, and…
133 00:14:29.370 ⇒ 00:14:43.389 Robert Tseng: for the meta events, we are… because we recognize the transactions in the server, then we are pushing the actual server events into meta. We’re not relying on the metapixel in order to do the tracking. So….
134 00:14:43.390 ⇒ 00:14:46.110 Henry Zhao: pixel that we’re installing on tryEden.com, right?
135 00:14:46.740 ⇒ 00:14:48.220 Robert Tseng: It’s a North Beam Pixel, yeah.
136 00:14:49.080 ⇒ 00:14:53.300 Henry Zhao: Okay, and we’re installing that on TriEuten.com, and it would send us server-side data.
137 00:14:56.220 ⇒ 00:15:05.620 Robert Tseng: Well, I don’t think that’s… it’s really server-side. I mean, it’s not the same… I don’t think… I don’t understand. I don’t really know the distinction, to be honest. Like, I think…
138 00:15:05.740 ⇒ 00:15:12.460 Robert Tseng: A first-party pixel means that you’re able to get data that’s, like, I…
139 00:15:13.110 ⇒ 00:15:25.780 Robert Tseng: I guess Google Tag Manager is not a first-party pixel, third-party pixels, only client-side. I think the North Beam Pixel is supposed to capture more data. To what extent? More? I don’t know. I think that’s why it’s always a black box, and nobody really knows.
140 00:15:25.780 ⇒ 00:15:34.919 Robert Tseng: Server side, to me, is when you’re not relying on the pixel to send anything. Like, Cappy is not a pixel, right? Cappy is just, like, a conversion API. We’re just…
141 00:15:34.920 ⇒ 00:15:41.070 Robert Tseng: sending data that we’re getting through BASC, and we’re pushing it into Meta. Like, that to me is the Cappy connection.
142 00:15:41.190 ⇒ 00:15:52.060 Robert Tseng: I don’t think we’re doing the same thing on any other platform. I think he wants that for Northbeam, that’s what he calls server-to-server, which we are able to do now, so we just have to set up the same kind of…
143 00:15:52.370 ⇒ 00:16:05.969 Robert Tseng: event, or… I mean, we could probably use the same event, or I don’t know if it needs to be in a different… slightly different format that we used for MetaCappy, and we push that into Northbeam, and through the North… and through Northbeam, that should, …
144 00:16:07.240 ⇒ 00:16:08.210 Robert Tseng: Like, I…
145 00:16:08.540 ⇒ 00:16:25.719 Robert Tseng: you know, it’s like, you… you can set it… you can set that as conversion event in North Beam, and it should apply across the different, platforms that it’s hooked up into, as opposed to going directly with each of them. I mean, I think that’s how the sequence works, but I… I…
146 00:16:26.300 ⇒ 00:16:29.399 Robert Tseng: I don’t know. I think that’s, I haven’t looked into it.
147 00:16:30.560 ⇒ 00:16:42.140 Henry Zhao: Okay, so whatever OASI’s doing is not relevant. I will figure out this piece, because that should get Reddit, or whatever, right, wherever they purchase it from, get it into Northbeam with server-side tracking.
148 00:16:43.370 ⇒ 00:17:03.010 Robert Tseng: Yeah, so it sounds like we’re still about clear on, like, what North Beam server-side tracking, like, really entails. I… I couldn’t tell you exactly either. I think this is the extent that I know. I just… whatever we did for Meta, I thought we were just gonna replicate it for North Beam. So, we have… yeah, like, I think that’s… that was my understanding of it, yeah.
149 00:17:03.340 ⇒ 00:17:20.649 Henry Zhao: Okay, and then the edge layer… so… so the edge layer, like I said, I did a few demos, and obviously they cost money, but this one blotout, which, like, Stuart seems to be a fan of, they do offer a 30-day free trial. Should we go ahead and just do that so that we can answer Mitesh and Cutter’s question on, like, how much does it actually improve
150 00:17:20.880 ⇒ 00:17:27.980 Henry Zhao: our, like, user journey tracking, as well as the decreased direct UTMs, …
151 00:17:28.550 ⇒ 00:17:36.219 Henry Zhao: If we want to do that, they do need to sign a paper, so I don’t know who would need to sign that, whether it’s you, me, Mitesh, or someone on ELT.
152 00:17:36.500 ⇒ 00:17:44.829 Robert Tseng: Yeah, … I mean, Cutter’s point was, like, he just wanted to see… The server-side tracking up…
153 00:17:44.980 ⇒ 00:17:51.440 Robert Tseng: and running first, and just, like, have a baseline before he cares about any incrementality that he would get from this. So, I think.
154 00:17:51.440 ⇒ 00:17:51.880 Henry Zhao: cases.
155 00:17:51.880 ⇒ 00:17:54.640 Robert Tseng: His perspective is just not to move forward with it for now.
156 00:17:54.870 ⇒ 00:17:58.449 Henry Zhao: Yeah, I’ll tell Stuart that, and hopefully he doesn’t yell at me or anything.
157 00:17:58.450 ⇒ 00:18:01.019 Robert Tseng: It’s fine, it’s not your decision, it’s like, yeah.
158 00:18:01.370 ⇒ 00:18:03.919 Henry Zhao: Okay, so that’s my update for Stuart.
159 00:18:04.910 ⇒ 00:18:07.299 Henry Zhao: Just ignore this message, it’s for my use.
160 00:18:07.480 ⇒ 00:18:08.530 Robert Tseng: ….
161 00:18:08.530 ⇒ 00:18:15.029 Henry Zhao: The next things are… Okay, so I told you about a meeting with Judd.
162 00:18:15.270 ⇒ 00:18:24.160 Henry Zhao: These 5 tickets, Amber wanted me to check with you really quickly on who should be handling those. If it’s you, or do you want me to pass it off to someone?
163 00:18:26.580 ⇒ 00:18:30.439 Henry Zhao: So this one is segment event investigation, causes of number mismatch.
164 00:18:30.610 ⇒ 00:18:32.429 Henry Zhao: Do you know what this one was regarding?
165 00:18:32.920 ⇒ 00:18:39.409 Robert Tseng: I think this was… It’s kind of related to the customer I.O.
166 00:18:39.750 ⇒ 00:18:44.499 Robert Tseng: kind of discrepancies there. It’s… I didn’t necessarily… I just like the…
167 00:18:45.200 ⇒ 00:18:57.149 Robert Tseng: … when we’re… when I was looking at event volumes, something just seemed off. I remember I sent you a screenshot about, like, segments from segment usage. I don’t exactly remember what my question was. It’s been a while, but …
168 00:18:57.650 ⇒ 00:18:58.650 Robert Tseng: I guess…
169 00:18:59.420 ⇒ 00:19:07.190 Robert Tseng: Yeah, it’s been 10 days, like, I don’t… I don’t think I remember what it is. You could just… you could just cancel it until it comes up again, so….
170 00:19:07.420 ⇒ 00:19:11.100 Henry Zhao: Because then the other ones should resolve this, as we came into segment, yeah.
171 00:19:11.100 ⇒ 00:19:11.760 Robert Tseng: Yeah.
172 00:19:12.580 ⇒ 00:19:16.080 Henry Zhao: Figure out how to handle pre-sale customer contact info in segments.
173 00:19:16.660 ⇒ 00:19:20.290 Robert Tseng: Yeah, so that’s related to Joseph’s request.
174 00:19:20.510 ⇒ 00:19:24.789 Robert Tseng: I don’t know if Amber’s mentioned it in stand-up, but….
175 00:19:27.680 ⇒ 00:19:29.189 Henry Zhao: No, so this is yours?
176 00:19:31.690 ⇒ 00:19:34.040 Robert Tseng: Yeah, I mean, you can just stay back with me.
177 00:19:34.610 ⇒ 00:19:38.199 Henry Zhao: Okay, build two pilot audiences in BigQuery for lifecycle use.
178 00:19:40.400 ⇒ 00:19:42.500 Robert Tseng: Well, this was… we’re using…
179 00:19:42.820 ⇒ 00:19:56.439 Robert Tseng: the SMS consent as one, and then there’s another one that, you know, Cutter asked for. He was giving Bobby some direction. Bobby came up with some, like, massive blurb about how he was gonna rate these filters in Customer I.O,
180 00:19:56.440 ⇒ 00:20:05.749 Robert Tseng: And then I tagged you, saying, like, hey, this is not… like, don’t do it Bobby’s way. Like, we should just… that should be our use case for pushing data into Customer I.O.
181 00:20:07.370 ⇒ 00:20:10.129 Henry Zhao: Okay, should we cancel this one then, and just work on our own thing?
182 00:20:11.070 ⇒ 00:20:14.210 Robert Tseng: I mean, do you recall me tagging you in that? Like.
183 00:20:15.900 ⇒ 00:20:17.839 Henry Zhao: No, but it sounds familiar.
184 00:20:21.560 ⇒ 00:20:27.989 Robert Tseng: Okay, well, I mean, if it’s… I mean, to me, my opinion is always, if the tickets are unhelpful and nobody knows what it is, just cancel it.
185 00:20:29.310 ⇒ 00:20:38.810 Henry Zhao: Yeah, because we’re looking… like, the stuff that Bobby’s working on, that I’m meeting with Judd on today, is going to resolve these types of things, and then we just do it based on a use case scenario, right?
186 00:20:39.140 ⇒ 00:20:39.740 Robert Tseng: Yeah.
187 00:20:40.580 ⇒ 00:20:44.130 Henry Zhao: Yeah, like, for example, he’s saying, like, we need to send a check-in on anybody that has
188 00:20:44.380 ⇒ 00:20:51.889 Henry Zhao: more than one order and no activity in 60 days, then I make sure that that’s in customer enriched profiles, and if it is, it’s getting pushed into customer I.O, then we’ll be able to do that.
189 00:20:52.670 ⇒ 00:21:01.359 Robert Tseng: Yeah, so, I mean, it’s what… those are… I think those are just sample audiences, but, like, they… this is the kind of stuff that Bobby has not been able to do, so….
190 00:21:01.360 ⇒ 00:21:04.589 Henry Zhao: Right, and it’s something that John and I can talk about and create our own ticket for, in my… Yeah.
191 00:21:04.980 ⇒ 00:21:06.030 Henry Zhao: No, okay.
192 00:21:06.890 ⇒ 00:21:10.179 Henry Zhao: And then I have no idea what this is, Spike Treatment Journey Summary Model.
193 00:21:12.160 ⇒ 00:21:13.930 Henry Zhao: Is this just a jerk?
194 00:21:13.930 ⇒ 00:21:24.300 Robert Tseng: We can… we can just cancel this. I mean, there was this idea of… Extracting treatments end-to-end, because… ultimately.
195 00:21:24.580 ⇒ 00:21:35.410 Robert Tseng: Yeah, we have our customer-riched data model, but… … the… we don’t…
196 00:21:35.810 ⇒ 00:21:45.590 Robert Tseng: We have, like, an order journey summary dashboard, we have a customer journey summary dashboard from, like, an operational perspective, but not from a patient perspective. So…
197 00:21:45.950 ⇒ 00:21:46.940 Robert Tseng: that…
198 00:21:47.000 ⇒ 00:22:06.330 Robert Tseng: the patient summary model is what would go into… probably not customer I.O, because I think the enriched customer data profile would meet that need, but, like, that’s what MixedPanel would probably need, because you’re not really looking at the order journey from, like, MixedPanel. You’d want to only be looking at patients. Everything is about patients. So, …
199 00:22:06.680 ⇒ 00:22:13.300 Robert Tseng: Yeah, I don’t think we built that model, but, like, that’s… that’s, … That’s a…
200 00:22:13.450 ⇒ 00:22:17.429 Robert Tseng: I think that’s more of a mixed panel request than it is for Customer I.O.
201 00:22:18.070 ⇒ 00:22:22.759 Henry Zhao: Okay, and I also wanted to create a treatment summary in BigQuery, also, that I might then…
202 00:22:22.930 ⇒ 00:22:25.999 Henry Zhao: who knows if I’ll feed into that mixed panel, but yeah, I’ll create a separate ticket for that.
203 00:22:26.000 ⇒ 00:22:26.630 Robert Tseng: Yeah.
204 00:22:26.860 ⇒ 00:22:31.279 Henry Zhao: That’s how I see it. And then this one… oh, actually, this one is mine. So this one…
205 00:22:32.410 ⇒ 00:22:37.519 Henry Zhao: Take back up… After I finish some other high-priority things that are right now on the… on the list.
206 00:22:38.050 ⇒ 00:22:38.660 Robert Tseng: Okay.
207 00:22:39.210 ⇒ 00:22:42.749 Henry Zhao: Okay, I think those were… the main things.
208 00:22:43.090 ⇒ 00:22:46.529 Henry Zhao: Let me check just the calendar invite to see if there’s anything I forgot.
209 00:22:46.660 ⇒ 00:22:48.290 Henry Zhao: Customer I.O, North Beam.
210 00:22:49.800 ⇒ 00:22:55.079 Henry Zhao: All right, I think that’s it on my end. Anything else you wanted to update me on, or any updates, things like that you want to talk about?
211 00:22:55.830 ⇒ 00:22:57.569 Robert Tseng: Yeah, so I guess….
212 00:22:58.410 ⇒ 00:23:02.639 Henry Zhao: conversation from Nitesh and Connor moving forward, I think good intro there.
213 00:23:02.740 ⇒ 00:23:06.050 Robert Tseng: Yeah, I mean, it’s kind of, on you to keep…
214 00:23:07.250 ⇒ 00:23:17.659 Robert Tseng: nurturing that relationship, I think there’s a bit of trust that needs to be built. They need to be able to share their roadmap, and like, they’re not that organized, but I think
215 00:23:17.790 ⇒ 00:23:18.840 Robert Tseng: Mitesh…
216 00:23:18.940 ⇒ 00:23:32.030 Robert Tseng: kind of just, like, peppers in here and there, like, stuff that he wants, but then it’s, like, it’s just random. So, like, the point of having you kind of be their point of contact is that, anything, like.
217 00:23:32.540 ⇒ 00:23:38.029 Robert Tseng: marketing analytics related will come to you first, and you will…
218 00:23:39.970 ⇒ 00:23:46.739 Robert Tseng: I mean, whatever we’re working on, just to keep him in the loop of… of that. So, like, I don’t… I mean, Amber is kind of just…
219 00:23:46.770 ⇒ 00:24:05.669 Robert Tseng: ticket pushing, really. So, I think the more strategic perspective and talking about the solution, the current problem, like, the end state, like, stuff like that, like, I think that’s… that’s what they need to hear. They don’t really care about, like, kind of the progress of the tickets, they just… they just care if something that they’ve asked hasn’t been done yet.
220 00:24:05.730 ⇒ 00:24:09.530 Robert Tseng: So that’s… that’s kind of the goal there.
221 00:24:09.650 ⇒ 00:24:17.020 Robert Tseng: And then as far as Andrew, yeah, can we, like, make a decision on, like, how long we need him around?
222 00:24:17.650 ⇒ 00:24:18.719 Robert Tseng: Like, yeah.
223 00:24:18.720 ⇒ 00:24:22.829 Henry Zhao: Yeah, I guess once we figure out this Northbeam stuff, whether we need, Pinterest.
224 00:24:23.820 ⇒ 00:24:27.309 Henry Zhao: or Reddit anymore, then we should probably be in a good spot.
225 00:24:28.570 ⇒ 00:24:34.779 Robert Tseng: Okay, yeah, I think getting clarity on that is important, like, I…
226 00:24:35.490 ⇒ 00:24:51.660 Robert Tseng: I feel like I had a plan that I outlined in Notion and everything, but when we did the CDP kind of evaluation, the selection, and then kind of the metapixel, and then since I’ve stepped out of it, I feel like things kind of got derailed. No one seems to know, like, where
227 00:24:51.660 ⇒ 00:24:57.349 Robert Tseng: it’s headed. So, I feel like Andrew’s not gonna land the plane, he’s just gonna keep letting things…
228 00:24:57.350 ⇒ 00:25:09.130 Robert Tseng: go on for as long as he wants, because he just wants to keep billing, but I don’t really know what he’s doing, if we’re not really leveraging him to… to do… do this stuff. So, I just… I mean, I just feel like his…
229 00:25:09.350 ⇒ 00:25:17.200 Robert Tseng: like, I don’t know what he’s doing. Like, I don’t… I don’t know what we’re paying for. We have him on a retainer or whatever, but I don’t know what he’s doing. So, I….
230 00:25:17.200 ⇒ 00:25:23.770 Henry Zhao: billing right now for stuff, because I haven’t… today, all I did was meet with him for 30 minutes to have him help me with, like, some of the Cappy stuff.
231 00:25:25.150 ⇒ 00:25:30.150 Henry Zhao: within that, I can ask what else he’s doing. He also installed, like, the other additional two pixels that they asked for.
232 00:25:30.730 ⇒ 00:25:31.470 Robert Tseng: Okay.
233 00:25:32.580 ⇒ 00:25:46.210 Robert Tseng: Yeah, well, so, I mean, I feel like you’re… you’re… I mean, I don’t really want to catch up with him, I kind of want you to be… make the call on… on… on whether or not… I kind of… yeah, you’re more or less managing his time. …
234 00:25:46.530 ⇒ 00:25:50.810 Robert Tseng: Yeah, so I kind of want to hear from you, like.
235 00:25:51.410 ⇒ 00:25:58.789 Robert Tseng: how you’re leveraging him, and whether or not you need more or less of his time. I just… I’m just saying from… I just…
236 00:25:59.120 ⇒ 00:26:09.080 Robert Tseng: Which is great, because I’ve stepped out of Eden, I’ve gone from, you know, 15, 20 plus hours, and I’ve cut down to 5. Like, I’m… I’m 25% less, like.
237 00:26:09.220 ⇒ 00:26:23.180 Robert Tseng: with what I was doing before, at this point, and that just means that I need to rely on, you know, you and Awash more to kind of give me visibility into what other people are doing, because I’m not following up with them every day, so…
238 00:26:23.310 ⇒ 00:26:27.039 Robert Tseng: That’s… that’s kind of… that’s… that’s the…
239 00:26:27.580 ⇒ 00:26:37.299 Robert Tseng: That’s… that’s a shift that I’ve been trying to make. I’m… yeah. Like, it is kind of awkward. Like, for me, I’m used to just being on top of everyone on this client, but I have…
240 00:26:37.600 ⇒ 00:26:54.999 Robert Tseng: taking a step back, because I only really want to hear things from you and Awash, because that’s, you know, if you guys are leading… he’s tech lead, and you’re kind of leading, on the… on the business… on the business side, you… you’re kind of be the engagement… engagement lead at some point, right? So, starting with marketing and whatever, so… yeah.
241 00:26:56.770 ⇒ 00:27:04.669 Henry Zhao: Okay, yeah, so I will maybe off-board him soon, but who should be managing GTM afterwards? Should it be me?
242 00:27:05.210 ⇒ 00:27:16.369 Robert Tseng: Yeah, I mean, yeah, so Sebastian’s time is pretty much down to zero. Like, I think they’re keeping him around here and there. I think if you feel like you can manage without him.
243 00:27:16.610 ⇒ 00:27:27.370 Robert Tseng: what we’re doing on the EMR side, which, with Remo and everything, like, we don’t… we have the option… this is… this is not gonna really be done for another
244 00:27:27.470 ⇒ 00:27:29.920 Robert Tseng: 6 weeks, though, probably, where…
245 00:27:30.110 ⇒ 00:27:37.579 Robert Tseng: I think we don’t need GTM. Like, we can just do everything through segment, moving forward, because…
246 00:27:37.860 ⇒ 00:27:47.999 Robert Tseng: yeah, we only have GTM for all of these pixel things, but we can… we can… we can basically redo the telemetry from scratch with the new system.
247 00:27:48.890 ⇒ 00:28:02.640 Robert Tseng: But yeah, there’s gonna obviously be legacy stuff, legacy overhead that we have to maintain, so… if it’s more convenient, and, you know, he’s not… I mean, I’ll check his allocations this week, but if… if Andrew is just…
248 00:28:03.010 ⇒ 00:28:17.420 Robert Tseng: gonna maintain the old stuff so you can keep working on things that matter, like, I’m… I’m fine with that, but okay, I mean, yeah, I just wanna… I just wanna know, like, how we… if we are to keep him around, like, how… how will we… how will we utilize him?
249 00:28:17.850 ⇒ 00:28:25.629 Henry Zhao: Yeah, if we could just, like, do sort of, like, an as-needed basis, like, not 10 hours a week, not every… any X hours a week, but just, like, an as-needed basis.
250 00:28:25.810 ⇒ 00:28:28.410 Henry Zhao: Maybe we can ask him, like, if he’d be interested in doing that.
251 00:28:28.410 ⇒ 00:28:28.930 Robert Tseng: That would be helpful.
252 00:28:29.710 ⇒ 00:28:42.580 Robert Tseng: Okay, yeah. Well, I’ll, I’ll review his hours at the end of the week, and just kind of see how much he’s billed us. Like, I… I don’t know, but I did tell him that he… he can go up to 10 hours a week, I just don’t believe he’s doing 10 hours a week.
253 00:28:43.040 ⇒ 00:28:43.690 Henry Zhao: Okay.
254 00:28:43.890 ⇒ 00:28:44.600 Robert Tseng: Yeah.
255 00:28:44.600 ⇒ 00:28:46.980 Henry Zhao: I think it might be, but yeah. Okay.
256 00:28:48.720 ⇒ 00:28:49.310 Robert Tseng: Okay.
257 00:28:49.580 ⇒ 00:28:56.700 Henry Zhao: Okay, other than that… I guess one last question is this ticket, …
258 00:28:58.140 ⇒ 00:29:01.400 Henry Zhao: Send Webhook to CIO every time Zendesk ticket is opened.
259 00:29:02.160 ⇒ 00:29:04.259 Henry Zhao: I thought this is something different.
260 00:29:07.600 ⇒ 00:29:12.439 Robert Tseng: … I mean, I think this is one of those things that…
261 00:29:12.900 ⇒ 00:29:17.909 Robert Tseng: I mean, this was a Bobby request. He was like, oh, can we do this? And…
262 00:29:18.180 ⇒ 00:29:20.930 Robert Tseng: I mean, this is, to me, like, just another…
263 00:29:22.110 ⇒ 00:29:24.959 Robert Tseng: I mean, I don’t think this is urgent, to be honest, but, like.
264 00:29:24.960 ⇒ 00:29:39.260 Henry Zhao: Why do we need to do this? I don’t understand why we need to send something to CIO if a Zendesk ticket is opened. I understand if we need customer ritual files to have a column that says how many Zendesk tickets were opened from this person, to maybe see, like, do they need support, things like that.
265 00:29:39.260 ⇒ 00:29:49.019 Robert Tseng: Yeah, I would just run this by Judd, and just, like, I could just let him know. I don’t really think we need, like, a Zendesk ticket trigger for customer I.O. events, doesn’t make sense to me either.
266 00:29:49.720 ⇒ 00:29:53.769 Henry Zhao: Yeah, because, like, what would we use that for, is what I’m trying to think. I… I don’t see a use case.
267 00:29:54.270 ⇒ 00:29:54.900 Robert Tseng: Yeah.
268 00:29:56.330 ⇒ 00:29:57.249 Henry Zhao: Okay, so I won’t run….
269 00:29:57.250 ⇒ 00:30:04.150 Robert Tseng: I mean, I think your… your judgment is probably better, like, I don’t… I don’t… I don’t… I mean, I guess maybe I’m just the messenger at this point, but I’m not really, …
270 00:30:04.690 ⇒ 00:30:13.289 Robert Tseng: I’m not advocating that we do everything that we get assigned. Like, I think you… you… you have the judgment to see what matters, and … yeah, to talk it out with them.
271 00:30:13.640 ⇒ 00:30:18.680 Henry Zhao: Yeah, these were the things I wanted to just run by you, because you have more context, just to see if I’m, like, thinking on the right track, or….
272 00:30:18.680 ⇒ 00:30:19.789 Robert Tseng: That makes sense, yeah.
273 00:30:19.980 ⇒ 00:30:21.300 Henry Zhao: Alright, thanks, Robert.
274 00:30:21.520 ⇒ 00:30:23.079 Robert Tseng: Cool. Alright, thanks, Henry.
275 00:30:23.360 ⇒ 00:30:24.090 Henry Zhao: Thank you, bye.