How does MXO identify customers in the Control group?

MXO identifies customers in the control group using their TID. When a customer visits a Touchpoint for the first time, MXO decides whether or not to place their TID in the Control Group. A customer placed in the Control Group is in the Control Group for all Touchpoints in a Space.

You can configure the percentage of customers to include in the Control group, on the Control Group page in MXO .

For more information, see Control Groups.

How long is a customer in the Control Group for?

A customer remains in the Control Group for the life of a particular TID. If, for example, a customer's history is deleted in MXO , that customer's TID is removed from the Control Group.

What happens if a customer has multiple TIDs?

If a customer has multiple TIDs, when those TIDs are merged, the Control Group status of the primary TID takes precedence. For example:

• If the primary TID for a known customer is not in the Control Group, when a new TID is merged, the customer remains outside the Control Group.
• If the primary TID for a customer is in the Control Group, any new, merged, TIDs are also placed in the Control Group.

Can I override the Control Group settings?

Yes, you can. MXO allows you to override the Control Group settings for an individual Optimization Point. This enables you to ensure, for example, that all customers are shown critical or important messages on your Touchpoints.

• To override the Control Group settings, select the Show this optimization to the control group check box when creating or editing an Optimization Point, as shown in the following screenshot.