2022

Adobe – Black Friday Supercharge Personalisation

Black Friday has the potential of being a confusing customer experience with a variety of discounts and messaging onsite. Customers often struggle to find an offer that suits them, something that is noticeable in metrics such as increased bounce rate. At Adobe, the customer is at the centre of everything we do. To make the customer journey relevant and straightforward, we created a set of different experiences where we matched audiences to the relevant offer. Audiences were modelled by onsite behavioural data and parameters. Expanding on the standard execution, we created a variation of supercharged experiences – bigger, bolder, and suited to each audience. Using data, we identified the optimal touchpoints across the site for each of our audiences and surfaced copy, messaging, and page layouts that research suggested most relevant. A small control group was kept to accurately measure the lift and gain further insights. The improved, relevant experiences drove $756k incremental revenue and 5.8% conversion rate lift. Bounce rate was also reduced, and funnel progression was higher versus the control, proving the success of making the customer experience relevant for our audiences. Our learnings will be key for creating an even more successful, personalised event next Black Friday.

Dynamic Yield & OFFICE Shoes – How Dynamic Yield helped OFFICE.co.uk create tailored digital customer experiences with personalisation

Leading UK shoe retailer OFFICE needed to find a way of closing the gap between athletic and fashion footwear, helping it remain relevant in an incredibly competitive marketplace. To do this, it knew it had to create a much more streamlined customer journey on its eCommerce site that would promote higher engagement and boost purchase rates, so it turned to personalisation platform Dynamic Yield for support.

Evenflo – Capturing Zero Party Data with Jebbit Quizzes

It’s no secret that year over year, more people than ever are shopping right from their homes, forcing businesses to adapt faster than ever to meet the increasing demands of today’s digital shopper. For many businesses, this constant evolution feels complex and nearly impossible to keep up with.

Then there’s Evenflo, a global leader in the development of innovative infant care and juvenile products, who embraced that being able to understand their consumer’s needs would enable them to deliver a world-class digital shopping experience.

By partnering with Jebbit, Evenflo created a personalized online shopping experience leading to increased engagement and increased conversions through a Product Match Quiz. This helped Evenflo to understand exactly ‘WHO’ was shopping for car seats / strollers and ‘WHAT’ their needs were!

FoundIt! – Revolutionising Personalisation to win in a cookieless future

FoundIt! Is disrupting the field of personalisation in a cookieless future and is fundamentally different from other businesses in this category. Our technology simultaneously solves challenges with personalisation AND the shopping and browsing experience of large (1000+ products) ecommerce websites.

Through plugins to analytics, crawls, feeds and 3rd party data sources, our AI is able to build up a data picture of customer intent on any ecommerce site. This approach solves the problem of reliance on cookies (cookies are not necessary for FoundIt! Personalisation) and avoids showing shoppers items they have already purchased or considered but decided not to buy.

Then FoundIt! Creates a user experience that is seamless with the ecommerce website’s own navigation, offering a way to expedite the browsing experience, and get customers to where they want to go with less effort, less aggro, and fewer clicks. We have pioneered this approach to personalisation across multiple sites like Selfridges, Net-a-Porter, Marks & Spencer’s, Secret Sales, and more.

Namogoo  – Personalization with non-PII data

Namogoo is the world’s first “Digital Journey Continuity” platform, helping global brands shape their eCommerce customer journeys to fit each shopper’s needs. Namogoo’s platform, which supports some of the largest names in eCommerce, adapts to each customer visit in real time, lifting conversion rates while maintaining retailers’ margins. The company accomplishes this through a suite of innovative marketing technology solutions, and has increased digital revenue for clients by $5 billion, average ROI by 10x, overall CVR by 1.5-5% and decreased journey abandonment by 15%.

Some of Namogoo’s most significant personalization products include “Intent-Based Promotions,” which predicts and individualizes the most effective minimum promotion for each visit; “Customer Journey Operating System,” which provides the underlying infrastructure to power all customer journeys in real time; and “Personalized Email and SMS,” which engages customers with personalized campaigns across social, email and SMS to win more sales.

For example, Namogoo helped WAG, an Australian-owned premium natural pet food brand move beyond random flash sale promotions, giving them a strategy that would help them increase sales without hurting their margins. Using Intent-Based Promotions, WAG was able to turbocharge revenues by 30%, all while reducing ad spend by 20% due to the conversion rate uplift.

Nosto – Dermalogica Face Mapping Personalisation

Global skincare giant, Dermalogica, had long been reaping the benefits of Nosto’s commerce experience platform when the pandemic struck, forcing store closures and prompting them to invest more heavily into their on-site personalization.

Nosto helped Dermalogica imitate the crucial sales touchpoints they employed in store (personalized skin consultations, upsell conversations, and second visit experiences), upping conversions, average order value, click-through rates, and more.

RevLifter – Unlocking a Multi-Billion Pound Opportunity

RevLifter helps retailers across all verticals to solve their biggest eCommerce challenges through personalised offers and content, leading to an average conversion rate (CVR) boost of +30% and a +20% uptick in average order value (AOV).

What’s made the past year even more special is the external happenings that have validated both RevLifter and the personalised deal movement. In September 2021, a report outlined that redirecting 25% of mass promotional spending to personalised offers would generate $70 billion in extra annual revenue.

Unlike many other tech trends, RevLifter is the only provider specialising in personalised deals. In just 12 months, it has rolled out a host of new features and offer types, onboarded some of the biggest names in online retail, and introduced a reporting platform to track all the incremental revenue it’s generating in real-time.

From helping plant trees in exchange for app usage to enabling boohoo to increase customer LTV, the past year has seen RevLifter showcasing a groundbreaking movement within personalisation and eCommerce on the whole.

Sainsbury’s Supermarkets – My Nectar Prices on Smartshop

Whilst loyalty programmes and special offers are abundant in Grocery retail, with My Nectar Prices on Smartshop, Sainsbury’s has changed the game when it comes to leveraging the power of personalisation!

At Sainsbury’s, we are striving to help everyone eat better. We are committed to offering our customers excellent value for money whilst providing them with an outstanding shopping experience.

With this in mind, in 2021 we launched a distinctive and innovative proposition: truly personalised pricing.

We already had Nectar Offers as a digital proposition for customers but wanted to give our customers something more. More value, more relevance, and more reasons to love shopping at Sainsbury’s.

My Nectar Prices are regularly refreshed, personalised offers, powered by a cutting-edge machine learning model that gives customers unique discounts of up to 30% off the products they love and frequently buy.

These offers are automatically added to each customer’s account and applied during eligible shops made with Sainsburys SmartShop – our scan-as-you-go technology available in over 1300 UK stores. Meaning digital Nectar customers don’t have to do anything except enjoy the best possible value for their favourite products!

Wunderkind  

Cookies have crumbled: as Google culls tracking cookies on its platform next year, how can ecommerce brands identify – and effectively market to – customers digitally in the new cookie-free retail landscape, where tracking, end-user consent, privacy and trust are being put under the microscope?

Wunderkind is a leading performance marketing engine that helps retailers future-proof their operations to:

• Identify, reach and engage increasingly ‘invisible’ shoppers
• Grow 1st party data, at pace and scale, to create truly personalised digital CX
• Optimise owned channels to acquire new customers, rather than ‘renting’ audiences
• Re-invigorate customer engagement to drive long-term loyalty and customer lifetime value (CLV) organically

It does this by scaling one-to-one messages for top brands, who use Wunderkind to remember who users are better than ever before, allowing them to deliver high-performing, personalised messages on websites, through emails and texts, and in ads at a scale that’s not otherwise possible.

 

Denby Pottery – Christmas 2021 Content Marketing Campaign

Iconic British pottery Denby, producer of artisan stoneware, celebrated Christmas 2021 with a beautiful and engaging campaign featured within online and offline channels which was “Bring Joy”. The essence of the campaign was about finding all of the little ways to bring a little joy into our lives and the lives of those around us. Making a little effort (but without extravagance) to put a smile on faces and remember what matters the most.

The campaign had a feel of celebration and festive fun with special but simple touches but still all grounded with a conscious mindset with versatility, the durability of Denby shown throughout, recycled /recyclable, paper, reused ribbons, leftover recipes and more plant based options.

We believe that we created a campaign for Christmas 2021 that was engaging as well as inspirational with beautiful but achievable lifestyle imagery and styling cues. It resonated with our audience as people were looking forward to being able to gather round a table together to mark the occasion whilst still being mindful of the macro factors and a need to be more understated.

Kukoon Rugs – Social Media Content Success

Kukoon Rugs are leading the way to becoming the number one destination for rugs online. Taking the world of Social Media to the next level, Kukoon Rugs share world class User Generated Content from Influencers, Brand Ambassadors and Customers. Kukoon Rugs Digital Team are shaking up the world of rugs online through spectacular use of Social Media Content across a variety of channels.

Being ahead of the game and creating a buzz around the rug industry, Kukoon Rugs have 80,000 Instagram followers who engage, enjoy and share the Kukoon Rugs brand and product. Some of the top performing content engaged with in the form of reels, posts and stories, Kukoon Rugs are a firm favourite on Instagram for those looking home decor inspiration.

Taking TikTok by storm with over 187k likes and 20,000 followers, Kukoon Rugs have several success stories of producing spectacular content.

A small, yet extremely eager Digital Team, Kukoon Rugs are always thinking of the next big move on how to grow across Social Media. Engaging and growing their audience and of course to become the name everyone thinks of when they think of rugs.

Like Digital & Partners – One&Only Resorts Reopening Campaigns

Like Digital & Partners are the incumbent content agency for Kerzner International’s One&Only Resorts globally.

Following the international border closures of 2020, Like Digital & Partners created a strategic 2021 omnichannel content plan for One&Only with empathy and agility at its core, telling a compelling story that resonated with audiences at each phase of the pandemic.

At a time of great uncertainty in the travel and hospitality sector, Like Digital & Partners strengthened One&Only’s brand loyalty, driving conversions and contributing to record-breaking sales via inspirational storytelling and targeted monthly EDMs.

As 2021 saw a return of international travel across key markets, Like Digital & Partners reignited the audience’s passion for travel with a nuanced CRM campaign that struck a balance between inspirational and operational. For those destinations that remained under lockdown for much of 2021, a more mindful approach was employed. Our tailored approach and geotargeted messaging ensured we did not alienate audiences in lock down and were quick to market once travel resumed.

Via insightful marketing campaigns and rich storytelling, One&Only was able to nurture its audience across the world, resulting in increases in site traffic and EDM engagement, which translated to record-breaking room bookings through 2021 into 2022.

PAASE Digital – Curlsmith OctaneAI and Klaviyo

Curlsmith approached PAASE Digital to help enhance their email marketing – specifically their campaigns and flows. The need to automate the current CRM journey was essential.

Curlsmith creates specific formulations for different hair types and had been experimenting with guided selling tools that would better create personalised recommendations. However, finding a tool that could build out rich customer data and deliver against the breadth of possible recommendation outcomes, whilst neatly integrating into Klaviyo and Shopify had proved difficult. PAASE came onboard, implementing Octane AI and the fully integrated quiz experience has become a key driver for both email/SMS subscriptions and site revenue.

The multi-purpose quiz transformed the level of personalisation for the consumer. The design of the quiz not only educated the consumer on what they needed but also created an authentic shopping experience. The CRM tool is clearly aligned with the customers’ needs, whilst collecting data at the same time.

It’s not been long since we became Klaviyo’s first Elite Master Partner in EMEA, and even attend our first Expo, so to hit another milestone in such a short period of time would be very rewarding, especially for the team.

Publicis on behalf of Nomad Foods – Birds Eye Green Cuisine: Retail Content Optimisation

There has never been a more imperative time for brands to be highly visible on the digital shelf. Through a programme of digital shelf content optimisation, we propelled Birds Eye products to the top of page one on retail search results and delivered elevated, engaging content that highly resonated with our target customers.

Without any incremental media spend, we drove a sales uplift of 10% in a highly competitive growing category.

Adobe – Project Wallflower

We have recently seen a change in the macro-economic environment with the rise of inflation and energy costs. Cost of living has gone up and therefore willingness to spend of consumers has gone down. Some internal research shows that value for money remains the number one priority for both our existing base and new prospects. With the market being so competitive it is expected that companies offer a loyalty scheme and provide consistent support creating a need for presonalisation to stand out in the market and retain our users.

The Wallflower program, which falls into the usage stage of the customer journey, is a proof of concept ran in EMEA aimed at highlighting users on our full Creative Cloud offering who are only using one product. The program leverages data science models to make a personalised recommendation based on previous usage, behaviour and actions to determine what product is best for the individual to try out next.

Wallflower was the most efficient e-mail in EMEA in driving usage from 0/1 product to 2+ products. With a huge opportunity to scale and optimise further.

Iceland – Iceland Bonus Card App

Iceland’s Bonus Card loyalty programme has been running since 2006 and has offered customers 5% cashback on savings they add to their card. No points, just pounds: the Iceland Bonus Card is a high-interest savings scheme, where every £20 saved receives a £1 bonus.

To bring Bonus Card up-to-date and make it more available to a new generation of customers, Iceland decided to build an app and digitise our loyalty programme.

The app went live in April 2021, and has been a runaway success.

Infinity Nation Limited – Herman Miller and Infinity Nation – eCommerce Growth

Over the last 5 years, Infinity Nation have supported Herman Miller, advising and challenging their digital performance. Our brand values are to constantly challenge and to educate our clients.

The pandemic transformed the Herman Miller business model forever and paved the way for an expanded in-house eCommerce team, able to implement these strategies; transforming their website asset, maximising sales to consumers through the UK store via direct paid channels, and expanding their direct to consumer model into other EU territories within a 12 month period.

REN Clean Skincare & LoyaltyLion – Helping REN Clean Skincare to revitalise customer loyalty

LoyaltyLion allows retailers to build longer-lasting customer relationships, using loyalty data and insights to connect and accelerate their existing marketing technologies and tactics. Proven to increase retention and spend, the platform is trusted by thousands of fast-growth ecommerce merchants worldwide.

With the acceleration of ecommerce over the last two years, this challenge has been intensified as competition increases and giants occupy increasingly large shares of the market. As an innovative technology platform, LoyaltyLion meets this challenge head-on, which is why Unilever-owned, sustainable, and cruelty-free skincare brand REN Clean Skincare approached us to help revitalise its customer loyalty.

A loyalty program is about more than points and rewards: it’s about unlocking the insights required to build relationships that increase customer lifetime value and power sustainable ecommerce growth.

In partnering with LoyaltyLion, REN can now deliver seamless, omnichannel experiences, resulting in deeper emotional connections with its customers. It has improved customer experience and engagement through its partnership with us, yielding a rise in average order value and spend.

Adobe – Love the Journey Multi-Channel Campaign

Love the Journey, Adobe’s Back-to-School campaign was run across the UK, Germany and France, our key markets within the EMEA region. This truly multi-channel campaign was executed across several channels include adobe.com, paid media, email and affiliates (such as unidays). The concept was to support young people as they navigate unchartered territory and ambiguity off the back of challenging pandemic years. The campaign was aimed at sewing a thread of hope and aspiration to students, highlighting that it’s fine to not know what the future holds and that every success story had a journey to get there. The campaign used inspirational and unexpected customer stories to shine a light on the power of creativity and position Adobe and our student offering as the way to help open doors to new frontiers. Creative individuals with powerful journeys were leveraged and tailored to each of the three regions to create maximum relatability to our customers. Results massively overachieved on target with double the forecasted visits to site and +57% social media interactions, highlighting the huge success of the campaign.

Denby Pottery – Denby Handcrafted – Makers Month

Iconic British pottery Denby, producer of artisan stoneware, celebrated the nation’s creativity and continuing love of handcraft in June 2021, with ‘Makers Month’, an online showcase of some of Britain’s top ‘Makers’ along with craft-inspired workshops, talks and tips from creative businesses taking a handcrafted approach. As part of the campaign, Denby also shared a series of interviews with their craftspeople exploring the skills and processes used to design and make handcrafted ceramics.

Championing British craftsmanship, ‘Makers Month’ from Denby invited everyone to explore a curated edit of creative businesses which, like Denby, are making pieces with handcrafting at their heart.

Dorwest Herbs – Fireworks 2021: Naturally dial down your pet’s firework fear

The Dorwest Herbs Fireworks campaign to “naturally dial down your pet’s firework fear” ran from September to November 2021, and annually conveys ways to keep pets calm and stress-free during fireworks season. With pet owners up over +60% since the start of the pandemic, the objective of the campaign although directly promoting key natural calming products: Scullcap & Valerian Tablets and Valerian Compound, also highlighted different ways owners can prepare pets before and during fireworks season featuring advice from external behaviourist and veterinary experts.

The campaign surpassed forecast goals through stand-out marketing material, targeting both Trade and Retail customers through digital and traditional touchpoints to improve brand awareness, promote calming products and explain product benefits; including: on site landing pages and blogs, print ads in key publications, social ads, organic posts, stories and Reels on brand platforms, a giveaway competition, YouTube video, Direct Mailer, Facebook Lives, Press Releases, brand emails to the Dorwest subscriber base and a Bespoke Calming Advice Plan with expert advisors creating a bespoke plan for behavioural advice and product administration.

The campaign saw net revenue increase +51% year on year during the September to November period, brand searches for “Dorwest Herbs” increase by over +100% year on year and overall outstanding customer feedback highlighting the expert knowledge of staff and willingness to help pets.

Doves Farm – Peracto – 9xb

Doves Farm is the UK’s No.1 organic flour brand. Their focus is to produce the best quality organic flour to make their consumer’s bakes always turn out great. Already stocked in all major retailers, Doves Farm has enjoyed healthy growth in B2B sales. However, with a naturally growing interest in organic produce and a surge in flour purchases as a result of changing buying behaviour due to the pandemic, Doves Farm bolstered its D2C strategy to support its new expanding consumer audience.

This included leveraging headless technology to re-platform and launch a brand new user-friendly eCommerce website that would specifically cater for individual consumers. The site is jam-packed with user-focused features and deliciously good content, including recipes and baking tips.

Since the website launch earlier this year, Doves Farm has seen an incredible increase in both online visitors and sales. To win Best UX in eCommerce would be a huge achievement for the family-owned business and their eCommerce agency, 9xb. The award would also highlight the tremendous efforts gone into crafting an excellent user experience for their growing community of bakers.

Evri – Rebranding the biggest dedicated parcel delivery company

On 14 March 2022, we rebranded Hermes UK to Evri. As the UK’s biggest dedicated parcel delivery company (700million+ parcels a year), Evri is for anyone who wants to send a parcel. That includes customers sending individual items; independent businesspeople sending in bulk; e-commerce marketplace traders; SMEs; or major retail brands such as John Lewis, Next and M&S. We developed and implemented a sophisticated multichannel marketing campaign comprising emails, social media, VOD, website, TV, display ads and vehicle livery to communicated these changes and build brand awareness. On a wider level, we were also looking to consolidate a period of significant business growth and explore new markets, such as international and fulfilment. We’re also on our way to hit ambitious ESG targets, positioning Evri as the green carrier of choice. Evri landed well for all stakeholders, from colleagues to customers. The transition from Hermes to Evri has resulted in an increase in web traffic and SEO visibility, which enhances brand awareness, and we’ve seen significant reputational improvement.

Infinity Nation  – Herman Miller and Infinity Nation – eCommerce Growth

Over the last 5 years, Infinity Nation have supported Herman Miller, advising and challenging their digital performance. Our brand values are to constantly challenge and to educate our clients.

The pandemic transformed the Herman Miller business model forever and paved the way for an expanded in-house eCommerce team, able to implement these strategies; transforming their website asset, maximising sales to consumers through the UK store via direct paid channels, and expanding their direct to consumer model into other EU territories within a 12 month period.

The Bottle Club – Veuve Clicquot Picnic Kit Campaign’ 

The Bottle Club has become the fastest growing online premium drinks retailer in the UK for adventurous drinkers looking to discover new favourites, flavours and ideas. Winner of several awards, The Bottle Club delivers inspiring wines, spirits, handcrafted beers, champagnes, and whiskies from around the world directly to your doorstep. It also offers celebrity and unique, limited-edition drinks, providing customers with a personalised service at the very the best prices.