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 6.x. 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
35%
Significant increase in conversion of prospects into customers through crosschannel insights and tailored promotions.