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Driving 63% Higher Engagement with Personalization: Transformed Customer Experiences Across 100+ Countries

Overview: A globally renowned leader in the beverage industry, with a diverse portfolio of iconic soft drink brands and operations in over 100 countries, faced the challenge of delivering hyper-personalized customer experiences. To enhance engagement, increase sales, and improve retention, the client needed a unified view of customer behavior across its vast and diverse customer base.
Objective: The primary objective was to create a single view of customer behavior by consolidating 98 million customer profiles from over 100 countries into a unified platform. The client aimed to achieve hyper-personalization in marketing campaigns, drive a 60% uplift in click-through rates, and generate measurable engagement, such as a 40% open rate for personalized reward emails, to boost sales and customer retention.

Business Challenges

The client faced significant obstacles in delivering hyper-personalized experiences to their global customer base, which impacted sales, engagement, and retention. Key challenges included:

Fragmented Data: No unified view of 98 million customer profiles across 100+ countries

Complex Segmentation: Diverse demographics complicated hyper-personalized campaigns

Inefficient Campaigns: Limited ability to design and deliver personalized offers

Missed Opportunities: Lack of insights reduced upselling and cross-selling

The Solution

The client was provided with a robust, data-driven personalization framework powered by Adobe Real-Time
Customer Data Platform and Adobe Journey Optimizer, integrated with AEM Sites. This enabled the
consolidation of 98 million customer profiles into a single platform for streamlined segmentation. Additionally,
Adobe Customer Journey Analytics was implemented to analyze cross-channel data, empowering teams to
explore deeper insights. This comprehensive solution laid the foundation for executing hyper-personalized
marketing campaigns tailored to the diverse needs of the client’s global customer base.

Value Delivered

The solution empowered the client to unify customer data and implement hyper-personalized marketing campaigns across 100+ countries, significantly enhancing engagement and driving measurable results. With over 350 email journeys running in multiple languages, the client successfully executed innovative, demographic-specific campaigns,

63%

Uplift in click-through rates due to personalized campaigns

40%

Open rate achieved for personalized rewards emails

Significant increase in conversion of prospects into customers through crosschannel insights and tailored promotions.

Business Benefits

Faster Development Cycles

Increased Customer Acquisition

Enhanced Operational Efficiency

Seamless Disruption Management

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