- SEGMENT: Consumer goods for pop culture, CD/DVD, books, comics, gaming software
- PRODUCT: RichRelevance Recommend™ and DeepRecs NLP, Discover™, Engage™
- CHALLENGE: Improve customer experience and engagement on digital channels with personalization. Leverage DeepRecs Natural Language Processing (NLP) to generate relevant recommendations for new and long tail products that do not have historical events – using product descriptions in Japanese
- RESULTS: neowing.co.jp(Japanese Shop)
6.25% increase in Average Order Value (AOV)
4.99% higher Clickthrough Rate (CTR)
cdjapan.co.jp(International Shop)
7.93% higher Revenue Per Visit (RPV)
3.55% higher conversions
8.39% more Items Per Order
Neowing and CDJapan are popular online shops that have grown rapidly in the last few years. Neowing is Japanese online shop, while CDJapan is an English online shop, selling the same products internationally to the USA and Europe. The catalog has a variety of Japanese entertainment products, including CD, DVD, games, books, comics and character merchandise and the company aims to supply seasonal products not only to Japan but also to the world.
Case Study: CDW
COMSUMER ELECTRONICS
- SEGMENT: B2B IT Products and Solutions
- PRODUCT: Personalized Recommendations, Personalized Browse and Navigation
- CHALLENGE: With 100,000+ products, 1,000+ partners and 5,000+customer-facing trusted advisors, CDW needed to effectively connect a diverse set of customers with the right items, ancillaries and services to meet their unique business goals.
- RESULTS: RichRelevance’s personalization solution allows CDW to deliver an engaging, immersive and relevant customer experience tailored for industry, company and individual role, as well as unique goals and preferences
Founded in 1984, CDW is a leading multi-brand technology solutions provider to business, government, education and healthcare organizations in the United States, Canada and the United Kingdom. The company is ranked #199 on the Fortune 500 with nearly $15 billion in annual sales. Challenge CDW has a strong reputation for bringing together both technology and unrivaled expertise to solve organizational challenges and build IT solutions that companies need to succeed. With more than 100,000 products (from over 1,000 leading and emerging technology partners) ranging from discrete hardware and software to integrated IT solutions, CDW’s customers rely on the brand for ongoing strategic advice and proactive problem solving.
Case Study: Verkkokauppa.com
PERSONALIZATION & CONSUMER ELECTRONICS
- SEGMENT: Mass Merchant
- PRODUCT: RichRelevance Personalization Suite (Find™, Recommend™, Discover™, Engage™)
- CHALLENGE: Improve customer experience on digital channels with focus on personalization across the buying journey, no matter how they choose to interact. Help customers explore, narrow down and decide by minimizing friction and offering them targeted products that meet their needs.
- RESULTS:Verkkokauppa.com implemented the full personalization platform to create individualized experiences throughout the customer journey and achieved:
31% higher conversions from full commerce experience personalization
+24,8% Basket Sizes
+25% attributable sales from recommendations (6% earlier)
Improved discoverability of new and long tail products
Sessions with search converting 5X more than sessions without search
- SEGMENT: Grocery
- PRODUCT: RichRelevance Find™, Recommend™, Discover™ and Engage™
- CHALLENGE: Grow digital revenues by enhancing customer experience and engagement on e-commerce and mobile app. Help customers build the basket faster with AI-driven advanced merchandising, reducing dependence on manual curation by a merchandiser. Provide contextual search results and personalize web banners for higher engagement.
- RESULTS: The supermarket chain implemented the full suite of personalization platform to create individual experiences throughout the site and achieved
19.3% Items Per Order
+3.92% Average Order Value
6.15% CTR on Recommendations
*Results from Recommend™ only
A lifestyle holding company in the Middle East has exclusive franchisee of this renowned French retailer, operating over 150 hypermarkets and supermarkets in 30+ countries, and serving over 200,000 customers a day. Their online business includes e-commerce and mobile app, supporting both English and Arabic, and RichRelevance deployment spans 8 countries.
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With 2000+ stores leverages Customer Data Platform for growth marketing.
- 80 million
- 200 million communications per month
- 04% growth in avg customer spend
- 19% more business from loyal customer
ABOUT THE CLIENT: The retail group is a household name in the Indian sub-continent, with presence in 400 cities and towns, and daily shopper traffic of 2 million. They serve vast variety of customer needs through their supermarkets, hypermarkets, departmental stores, fashion, home décor, consumer durables, convenience stores and neighborhood store formats. They run 7 loyalty programs, have recently ventured into e-commerce. They have also launched a mobile wallet which is seeing great success with customers across formats.
COMPLEXITY FACED:
- Complexity and scale of operations resulted in siloed and disconnected systems – 48 systems with customer and loyalty data at last count
- Broken customer view – rampant problems with duplicate and incomplete records, no control over customer profiles
- Missed opportunities by business – bottlenecks with cross-sell, creating customer segments, communicating with customers contextually
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Achieves 3% incremental sales with personalized marketing
Present in Eastern United States, since 1930
“Our partnership with Manthan and use of their customer analytics solution to power our digital engagement and personalization platform, has helped us deliver the kind of contextualized digital experiences and interactions that consumers are expecting from their brands of choice. And most importantly, we’re seeing these efforts translate into incremental sales and profits for our retail clients. At the end of the day, that’s what it’s all about.”
– Randy Crimmins, Chief Strategy Officer at Relationshop
ABOUT THE CLIENT:The client is one of the largest privately-owned retail chains in New England, and has been in operation since 1930s. Headquartered in Massachusetts, it is listed in Forbes Top 500 private brands and specializes in grocery, fresh foods, pharmacy and other prepared foods.
BUSINESS PROBLEMS:
- Poor customer engagement and low conversions from marketing campaigns
- Multiple channels were deployed, however, there was no integration among digital systems and communications were the same for all customers
- Low digital penetration on e-commerce and mobile app channels, customers did not find the messages and offers unappealing
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Creates single view for 70 mn customers in India and gains incremental sales
Focuses on growth across customer lifecycle stages
ABOUT THE CLIENT: The Pizza Chain with global presence was looking to enhance customer engagement through mobile app marketing across the consumer lifecycle. The chain has multiple order channels – phone, store, mobile app and website and the foundational need was to resolve customer identities across these offline and online channels – in order to perform marketing better.
SPECIFIC PROBLEMS:
- Customers were receiving inconsistent communications on different channels as marketing was operating in silos
- Duplicate records were being created for each customer, one for each order channel
- Client’s mobile app was under-utilized, as they had limited marketing capabilities enabled on the app
Attempts to unify offline and online data had failed, as past vendors specialized in only one channel.
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- SEGMENT: Fashion & Apparel
- PRODUCT: RichRelevance Find™ and Recommend™
- CHALLENGE: Enhance user experience and increase overall online revenue; Leverage AI-driven Advanced Merchandising, eliminate the need for manual curation by a fashion consultant.
- RESULTS: Lojas Pompeia implemented Find™ and Recommend™ from RichRelevance Experience Personalization platform to create individual experiences throughout the site
+28.3% Average Ticket Size
+32.4% Items Per Order
+1.9% Revenue uplift over manual merchandising
+5.8% CTR over manual merchandising
“Our team was thrilled when we saw the results from A/B testing, which clearly proved that the Xen AI from RichRelevance Experience Personalization Platform is able to deliver much better results than our previous manual merchandising; and the technology to interact with every consumer at an individual level, considering the context at the moment and their preferences, in a very transparent and open way, not to mention the flexibility and extensibility of its 300+ strategy algorithms.”
Denis Voloski
Operations Manager at Lojas Pompeia
Founded in 1953, Pompeia is one of the largest fashion brands in Brazil and, together with Gang, is part of the Lins Ferrão Group, and is based in Camaquã, Rio Grande do Sul. With over 77 physical stores,they offer a wide mix of products — womens, mens, kidswear, footwear, accessories and housewares. Pompeia has leveraged e-commerce as a way to expand their services throughout Brazil.
Challenge
Lojas Pompeia was looking to improve their merchandising strategies. They had a team of fashion consultants that were responsible for curating and manually choosing products they would merchandise on their website. While they knew that a personalization platform could deliver a better performance with less resources, but they needed to justify this investment.
Solution
RichRelevance in partnership with Driven.cx came up with a much more effective way to sell products online with cutting-edge AI technology. Using the Experience Personalization Platform, Pompeia has begun to automatically recommend products, decided by Xen AI™, which offers over 300 strategies for detecting and responding to digital signals in real-time using a full spectrum of algorithms and multi-contextual AI to deliver massive personalization at scale, in an individual level.
Results
To prove the value of the technology, a split test was performed with users divided into two groups, 50% of users receiving manual recommendations and 50% viewing RR recommended products. As a result, RichRelevance performed better and had a 2% increase in RPV, 1.9% increase in revenue and 5.8% in CTR with a confidence level of 100%. This result was just a sample of the platform’s performance, as consumers interacting with RichRelevance personalization experience a 28.3% higher average ticket size, and +32.4% increase in revenue per order.
Lojas Pompeia uses FIND™ and RECOMMEND™, to provide to their users a fully personalized experience both in search and product recommendations. In addition, consumers have a more individualized brand experience, and the Pompeia internal team can now concentrate on strategies to grow their revenues while Richrelevance’s artificial intelligence continues to drive results and improve their business performance.
Conclusion
Lojas Pompeia team knew intuitively that AI-driven merchandising will outperform manual selection, but had to prove to themselves via a split test with actual data that their hypothesis was indeed true.
With RichRelevance, they can now select, test and showcase new merchandise, with the flexibility to use Xen AI and integrate their team’s knowledge by creating new and/or enriching existing rules in the RichRelevance Experience Personalization Platform.
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