- RETAIL SEGMENT: Beauty
- PRODUCT: Experience Personalization Suite: Find™, Recommend™, and Engage™
- CHALLENGE: Época Cosméticos had aggressive growth plans but was unable to deliver results with the legacy technologies, and saw the possibility of generating real performance gains with the RichRelevance Personalization platform.
- RESULTS: Época Cosméticos leveraged the entire RichRelevance Experience Personalization platform powered by Xen AI™, including Find™, the unique, integrated personalized search solution, to create individualized experiences throughout the site.
+17% conversion rate on the Homepage
3x more Engagement,
4% inc. in conversion
-47% Bounce Rate
55% Increase in Average Cart Value
+1Mil New SEO Terms Indexed by Google
- RETAIL SEGMENT: Media
- PRODUCT: Recommend™
- CHALLENGE: Personalisation based on behaviour and preferences and limited internal resources to optimise
- RESULTS: 25% increase in AOV
musicMagpie is the best place to sell unwanted consumer technology, such as smartphones, tablets, game consoles and wearables, as well as the best place to purchase high quality refurbished technology. The company is the world’s biggest seller on eBay and Amazon, and the first globally to achieve 5 million in positive feedbacks on eBay. Its key focus is on consumer technology, but also buys and sells a whole host of media products such as CDs, DVDs, Blu-Rays, games and books.
- RETAIL SEGMENT: Food
- PRODUCT: Recommend™ and Engage™
- CHALLENGE: Engagement with content and personalized food inspiration
- RESULTS: Increase in CTR and content engagement
Köket.se, a food site in Sweden, offers recipes, content and food inspiration for their visitors. Köket.se was recently voted the best food site in the region by IDG.se here.
Köket.se was chosen as the best food site because of the unique and innovative experience they deliver for discovering great recipes, content, and food inspiration. Köket.se is focused on properly investing in the user experience to ensure they create a differentiated and superior experience for their visitors. IDG cited the AI platform Köket.se uses which adds further personalization to the online journey by recommending services and relevant content based on each visitor’s behavior. The AI platform is the RichRelevance Personalization platform.
Early in 2018, Köket.se approached RichRelevance as they were looking for a personalization provider who could help improve content engagement for their web visitors. After a comprehensive benchmark of providers, Köket.se found that RichRelevance offered a dynamic platform with many features to support both their short and long-term objectives. Fredrik Larsson, strategic business developer at TV4 explains why they ultimately chose RichRelevance:
“We got a very good impression of the RichRelevance team and their understanding of our challenges driving content engagement. We were also really impressed by how they personalize experiences for their other clients.”
Köket.se uses the RichRelevance personalization platform to tailor the experience for their visitors by recommending recipes and content based on the user’s behavior. For example, each item or recipe page shows recipes and articles on the right-hand side of the page, and as a visitor scrolls down the page they are presented with additional personalized recommended articles based on what they have viewed and clicked.
As a result of using RichRelevance, TV4 has seen an increase in CTR and engagement with content on their site.
For Köket.se next phase of personalization they are exploring how they can take personalization to the next level and incorporate personalization into two key areas of the visitor journey, the shopping list and their newsletters. Using the Xen AI, RichRelevance’s deep learning AI that learns from an individual visitors’ preferences and behaviors Köket.se will be able to leverage everything a visitor does on a site to deliver a superior and extremely relevant experience.
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- SOLUTIONS: Recommend™, Engage™ and Advanced Merchandising™
- CHALLENGE: A multi-faceted product catalog with many buy-together items, looking for an intelligent solution that allows for dynamic bundling and personalization to reduce manual efforts and simultaneously improve the customer experience
- RESULTS: 28% Increase in Average Order Values and +30% Increase in Items Per Order
“Advanced Merchandising drastically increased my ability to create dynamic rules that are best suited for our needs. I used to have to create 4 or 5 rules to achieve what can be done in one single rule.”
– Henrik André Paulsen
Category Buyer, Komplett Group
The Komplett Group is the Nordic countries’ largest e-commerce player, with a total of 9 webshops, serving customers is in Norway, Sweden, Denmark and Germany. The Komplett Group offers one of the market’s broadest selections, featuring more than 35,000 different electronics including computer components, PCs, consumer electronics and other computer-related products. The Komplett Group strives to be the only link between manufacturers and customers selling to 1.6M active customers comprised of end-users, businesses, public enterprises as well as resellers.
Komplett began their personalization journey in 2014. Komplett believed that with personalization they would be able to create more relevant experiences at scale and reduce the amount of manual merchandising efforts while simultaneously increasing conversion and the relevance of their shopping experience.
Komplett sought a Personalization partner and platform that they could grow with and a provider that was powered by AI, demonstrating forward-looking innovation. After assessing the vendors in the industry, Komplett ultimately chose RichRelevance because they satisfied these two key requirements. RichRelevance also offered an intelligent A/B testing and multivarant testing tools that would allow Komplett to continue to optimize directly within their intuitive dashboard, allowing for manual controls when needed, while also offering the most rapid response times since RichRelevance has a local datacenter in Sweden.
“RichRelevance was an easy choice for us from the onset. They have a long-standing reputation of being the best in the industry and offer unparalleled transparency in how their algorithms and technology works. We’ve always been confident that we could work pro-actively with RichRelevance as a partner beyond just recommendations. Within just 40 days we were implemented and live with personalization!” – Bjørn Henning Rørvik Ecommerce Manager, Komplett Group.
Komplett leverages personalized content and product recommendations using Recommend™ and Engage™ across the entirety of their customer journey displaying recommendations across the homepage, item pages, manufacturer pages and optimizing conversion on the cart pages. To increase items per order and ensure every customer purchases the compatible items they need for the device or electronic item they’re purchasing, Komplett uses a pop-up interface, powered Advanced Merchandising a feature of Recommend™, that displays items compatible with the item in a shopper’s cart.
“Advanced Merchandising drastically increased my ability to create dynamic rules that are best suited for our needs. I used to have to create 4 or 5 rules to achieve what can be done in one single rule. The associated reporting has dramatically increased my awareness of how a specific rule is performing and if I should change or make improvements to make it even more relevant for our customers.” – Henrik André Paulsen, Category Buyer, Komplett Group
Personalization has not only enabled Komplett to personalize experiences at scale but has also demonstrated a 28% increase in Average Order Values (AOV) and 30% increase in Items Per Order (IPO).
In the future The Komplett group plans to further personalize their customer experience and have created a department within their organization dedicated to this strategic effort.
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Case Study: Atea
B2B ONLINE
- SEGMENT: B2B IT Infrastructure and System Integration
- PRODUCT: Recommend and Discover
- CHALLENGE: Complex Account Permission and Product Compatibility
- RESULTS: Up to 20% increase in Basket Size
Atea, the market leader in IT infrastructure in Europe’s Nordic and Baltic regions, offers a full range of hardware and software solutions to business and public-sector organizations. Atea specializes in helping their customers maximize productivity from their IT investments. Atea is headquartered in Oslo, Norway with 87 offices in seven countries, Norway, Sweden, Denmark, Finland, Lithuania, Latvia and Estonia.
Atea set out to improve their customer experience on their eshop https://www.atea.dk/eshop/ through a strategic personalization initiative. They needed both a partner and platform that understood how their complex business differed from traditional B2C retail and solve for the complexities and nuances of the B2B challenges they faced. Atea required a trustworthy partner that could scale for the enterprise, manage complex product compatibility challenges and accommodate for diverse and restricted catalogs across customer accounts.
Allan Bo Christiansen, Digital Business Developer at Atea explained:
“Atea has very complex and interesting needs when it comes to personalization which is why it was so important to have a provider we could trust and that could handle the complexities of our business. RichRelevance was the only provider that clearly demonstrated their success in handling complex B2B use cases and had the ability to scale and comply with privacy requirements.”
- RETAIL SEGMENT: Department Store
- PRODUCT: Recommend and Advanced Merchandising
- CHALLENGE: Greater understanding of customers and their shopping missions. Insights and fast learning on best performing personalisation strategies
- RESULTS: Detailed insight into customer behaviour through programme of testing and optimisation
“RichRelevance gives us the ability to easily and confidently test new ideas and strategies which is invaluable to our learning as we seek to continually improve our knowledge of what our customers engage with and what improves their experience”
– Stelios Nikolidakis
Partner and Personalisation Manager, John Lewis & Partners
John Lewis & Partners is a department store with 51 locations, known for its fashion, beauty, homeware and technology. At the heart of the success of John Lewis & Partners is their ambition to better understand their customers’ needs. John Lewis & Partners leverages data to identify shopping missions and trends to continuously drive a better customer experience.
John Lewis & Partners has been a RichRelevance customer since 2011 utilising personalisation across their desktop and mobile sites to deliver the most relevant shopping experiences possible using RichRelevance’s Xen AI and machine learning.
To ensure constant innovation and improved customer experiences, John Lewis & Partners has always sought to continually test and optimise their personalisation applications and placements. With the RichRelevance personalisation platform they are able to quickly test and uncover insights about what works and what doesn’t.
As an innovator in personalisation, John Lewis & Partners was eager to be one of the first RichRelevance customers to test and deploy image based recommendations. Via the RichRelevance Data Science Workbench, in conjunction with Clarifai, John Lewis & Partners leveraged image based AI to enhance recommendations across key categories including dresses, men’s shirts and home. The image based recommendations display suggestions based on matches in colour, patterns, etc.
The John Lewis & Partners team works closely with RichRelevance expert personalisation consultants to continually test initiatives and try new strategies aimed at improving their customer experience. John Lewis & Partners is keen to find out which personalisation strategies and placements perform best. Some of their unique tests and results have included:
- Increase Cross-Selling: Interested in increasing accessories sales, John Lewis & Partners leveraged Advanced Merchandising to recommend a related item on the product item page immediately after a shopper adds an item to cart. This placement really resonated with John Lewis & Partners customers, it received high engagement with +4.2 % click thru rate , plus a 23 x higher propensity to purchase compared to the site average.
- Clearance Boost: During a Clearance event John Lewis & Partners boosted Clearance items in recommendations on Offers pages to customers who previously showed affinities for offers. This resulted in increased engagement with Clearance lines, providing great insight and learning for future events.
- New Items: In order to personalise the experience on the ‘New In’ womenswear category, John Lewis & Partners added a placement at the top of the category listing page that only displayed personalised recommendations. This placement saw higher engagement than with the top row of the category listing, increased overall basket adds and basket adds per session.
“Due to the breadth of our assortment coupled with the range of shopping missions our customers are on, we use a test and learn approach to better understand our customers and learn how we can provide them with a best in class experience with John Lewis & Partners. Having the RichRelevance personalisation platform helps automate and enhance our learning through AI and data science, enabling us to learn faster and make quicker decisions.” Commented Gabriella Frankl, Partner + CRM Team Manager at John Lewis & Partners.
More recently as part of their digital strategy for their in-store initiatives, John Lewis & Partners enhanced their Partner App with personalisation. The Partner App, which was originally launched in 2017 enables partners to better serve customers in-store through instant stock checking, ordering items, browsing the entire John Lewis assortment, doing product comparisons and sharing products by email, now also utilises the RichRelevance AI- driven personalised recommendations. Rolled out across 2000+ devices throughout their 51 shops, RichRelevance insights give partners a direct route to cross-sales during their conversations with customers, helping partners improve the customer experience by steering them towards the right products faster.
Overall John Lewis & Partners has proved to be a highly inventive retailer, at the forefront of innovation, always excited about the opportunity to test new technologies and ideas. By placing customers at the heart of everything John Lewis & Partners does, they are rewarded with great customer loyalty, trust and of course tremendous success.
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Case Study: Insight
B2B ONLINE
- SEGMENT: B2B Technology Solutions
- PRODUCT: Personalization Suite
- CHALLENGE: Extensive product catalog, lack of insight about customers, inability to react in real time with the relevant content
- RESULTS: +69% YoY Revenue generated from homepage personalization. +275% Increase in Marketing Qualifed Leads (MQLs) from personalized partner campaigns based on behavior. 78% YoY Increase in sales generated from product recommendations on product detail pages.
“Working with RichRelevance has transformed the buyer experience into a meaningful connection with our clients, making it easier than ever to scale across our large catalog and partner offerings. Not to mention the great results we’ve seen. We have an exciting roadmap of things to take our personalization initiatives to the next level in 2019.”
– Sarah Robson
Sr. Online Merchandising Specialist, Insight
Insight Enterprises is an Arizona-based, publicly traded global system integrator helping organizations of all sizes manage today’s information technology needs while transforming for tomorrow. Insight is a Fortune 500 company with offices in 20 countries serving clients operating in 200 countries and territories. The IT leader provides end-to-end Insight Intelligent Technology Solutions™ designed to help businesses optimize their IT supply chain, maximize the value of digital innovation, enable cloud and data center transformation, and empower workforces to work smarter.
- RETAIL SEGMENT: Apparel
- PRODUCT: Personalization Suite
- CHALLENGE: Disjointed customer experience, lack of data insight, manual personalization
- RESULTS: x2.5 increase in conversion rate. 22% increase in spend from those interacting with personalization
“We were looking to create a truly personalized customer experience. We believed personalization would give more
power to Marketing through greater insights about each individual user. With this greater knowledge and the power of the personalization platform we were then able to optimize each user experience by orchestrating content and product lists in a user centric way.”
– Danni Veng
Group Ecommerce Manager, Miinto
Miinto is a collective of fashion stores created to bring the same intimate experience of boutique shopping to the digital landscape. Miinto partners with more than 1,800 independent fashion boutiques across Norway, Sweden, the Netherlands, Belgium, Switzerland, and Denmark showcasing approximately 500,000 products and several thousand brands across their ecommerce website.
It is the Miinto mission to create an inspirational experience, offering a wide selection of styles and items to their fashion-forward customers. This forms a synthesis between the brand, shop and customer.