- 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.
- 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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- 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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- 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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