Personalization transforms customer experience
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Impact Story

Personalization transforms customer experience

Back to How We Help Clients
Impact Story

Personalization transforms customer experience

An online retailer found their growth slowing as competitors turned to technology to improve customer experience.

We worked together to build and launch highly personalized campaigns targeting high-potential customers. The result: over $850m of new value in just 18 months.

We zeroed in on the highest-potential customer group: those who spent less this year than last.

...and divided this group into 6 micro-segments based on purchasing habits.

We used A/B testing to refine the campaigns for each group

After proving the value through a series of quick pilots, we helped capture the opportunity at-scale, working across the organization from IT to marketing to change management.

$850M

sales increase

$50M

of value

captured in first 5 months

$41M

savings

from reduction in campaign cycle time

Examples of our work

From empty warehouse to digital business

Recovering from a major cybersecurity attack

Turning machine learning into action pays off

A new Internet of Things platform and business

Out of the garage—a new digital bank

Transforming customer experience in wealth management