The Challenge

The client sought to improve the online customer experience and increase adoption of their digital channels. While they had existing customer contact practices powered by ML models, they lacked a framework for orchestrating effective engagement and delivering targeted messaging. Although they had purchased a CDP solution, integration challenges prevented them from fully leveraging it.

The Approach

We took the lead in implementing the CDP, establishing data ingestion processes that included tagging, web data capture, and uploading in-house data. Key use cases were developed, such as website personalization based on browsing activity and real-time app notifications triggered by user interest. We bridged the gap between business and compliance teams, acting as the main liaison for new use case approvals and supporting transparent cookie banner creation. Additionally, we designed an initial tagging framework, captured customer consent history, and assisted with in-house web data collection through the CDP.

The Results

The implementation successfully enhanced online personalization, driving more relevant visitor traffic to product pages. Timely notifications reduced the load on customer care, while all initiatives were delivered in compliance with regulatory requirements. New use cases received approval, ensuring continued growth of personalized, data-driven customer engagement.