Personalized Experiences Drive Increased Conversions and Loyalty
Challenge
Customers of an automotive manufacturer did not enjoy a seamless experience across brand interactions due to data fragmentation between offline and digital touchpoints.
Solution
Expand the auto manufacturer’s Real Identity solution to include a first-party digital identity graph. This expansion created a foundational identity orchestration layer connecting disparate customer touchpoints across siloed offline and online digital channels, platforms and lines of business. This allowed for a single customer identity to power brand use cases.
Results
Provided the enterprise a single customer identity across channels, platforms and lines of business.
- Increase customer engagement, to generate $50 million in additional conversions
- Deliver personalized experiences enabled by the single customer view, lowering churn rate by 1%, to result in more than $20 million savings
- Reduced media waste, to generate $15 million in savings on media spend
- Drove efficiencies across the enterprise
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in media savings
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in increased converstions
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for privacy compliance
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in increased loyalty
