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Transforming Customer Journeys for a Fast-Growing Retailer
Industry - Global Retail
Client
A rapidly expanding global retailer with both online and offline stores, aiming to enhance customer experiences and engagement across various touchpoints to support its fast-paced growth.
Challenge
As the retailer scaled, they faced significant obstacles in delivering seamless, personalized experiences, leading to inconsistent customer journeys and missed engagement opportunities. Key challenges included:
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Data was scattered across in-store, online, and mobile channels, limiting actionable insights for effective personalization.
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Inefficient, manual processes resulted in poor targeting and increased marketing spend.
solution
We deployed a comprehensive Customer Journey Management solution to unify data, enhance personalization, and automate marketing efforts:
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Customer Data and Insights: Centralized customer data from online, in-store, and loyalty channels using Adobe Experience Platform (AEP), building 360-degree customer profiles.
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Context-aware Engagement: Leveraged Adobe Journey Optimizer (AJO) to enable real-time, personalized interactions based on customer behavior and preferences.
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Omnichannel Personalization: Delivered consistent, personalized content across web, mobile, email, and physical stores through Adobe Target and Segment.
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Marketing and Campaign Automation: Automated campaigns with Salesforce Marketing Cloud and Adobe Campaign, which improved targeting accuracy and minimized manual efforts.
Key benefits
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Improved conversion rate by 30%, as targeted campaigns and personalized offers drove higher purchase rates.
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Boosted customer retention rate by 25%, as seamless omnichannel experiences strengthened customer loyalty.
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ROI: Achieved a 35% return on investment, reflecting improved marketing efficiency, increased customer lifetime value, and better resource allocation.