Customer Experience and Personalization
Advanced personalization with 45% CLV increase and 24% email open rates.
Business Challenge
A retailer with 15M customers achieves only 2.3% email open rates, 0.8% conversion on promotions, and loses $450M annually from customer churn with no predictive retention capabilities.
Implementation Results
Engagement Metrics
- Email open rates increased from 2.3% to 24%
- Promotion conversion improved from 0.8% to 6.7%
- App engagement increased by 340%
Customer Value
- Customer lifetime value increased by 45%
- Churn reduced from 24% to 11% annually
- Average basket size increased by 28%
Business Impact
- $340M increase in revenue from personalization
- Marketing ROI improved from 1.8x to 5.2x
- Customer satisfaction (NPS) improved by 32 points
Key Features
AI-Powered Personalization
- Individual Recommendations: Unique product suggestions for each customer
- Dynamic Content: Personalized website and app experiences
- Predictive Analytics: Next best action recommendations
- Behavioral Targeting: Real-time behavior-based personalization
Omnichannel Engagement
- Email Marketing: Personalized email campaigns
- Mobile Push: Targeted mobile notifications
- In-store Experience: Personalized in-store recommendations
- Social Media: Targeted social media advertising