MoEngage Personalize: Unlock the Future of Personalized Engagement
Reading Time: 11 minutes
Real-time personalization has evolved from a luxury to a critical necessity for B2C brands across industries. It enables brands to deliver tailored experiences to their customers at the right moment, leading to higher engagement, conversion rates, and customer loyalty.
Over 89% of marketers see a positive ROI when they use personalization in their campaigns. The latest McKinsey report shows companies can generate 40% more revenue from personalization.
But even with all the buzz around personalization, you might wonder if it’s really worth it. To answer your question, let’s explore how personalization impacts customers’ lives.
Why Personalization Matters?
Personalization is everywhere. Consumers interact daily with companies like Amazon, Netflix, and Spotify, receiving seamless and highly relevant experiences across various platforms. Consequently, customers anticipate the same from every brand they engage with. All industries must now strive to achieve greater 1:1 marketing and engagement levels.
According to the latest reports from McKinsey, 71 percent of consumers expect companies to provide personalized interactions—moreover, 76 percent express frustration when this does not happen. Additionally, if consumers are unhappy with the experience offered, it’s easier than ever for consumers to switch to an alternative or competing brand that understands their needs better and delivers personalized experiences based on these needs. Neglecting to personalize digital experiences could result in substantial losses in customer engagement, loyalty, and revenue for brands.
Here’s a breakdown of the potential impact:
- High Customer loss – Brands could lose up to 38 percent of their customers due to unimpressive personalization efforts.
- Impact on the Buying Journey – Lack of personalization could encourage customers to find alternatives that better cater to their preferences. Almost 48 percent of customers reportedly abandon a website or app to make purchases elsewhere due to poorly curated experiences.
About 40 percent of customers abandon purchases due to impersonal experiences, irrelevant product suggestions, and recommendations. - Impact on Gen Z customers – Gen Z customers are accustomed to personalizing digital interactions and are likelier to switch to alternate / competing brands if their expectations are unmet.
The failure to deliver personalized experiences can significantly impact businesses. However, the benefits and rewards enterprises can reap with personalization are remarkable –
|
More than 70 percent of consumers consider personalization a basic expectation. Brands building and activating this capability at scale could put their customer lifetime value on a new course—driving double-digit revenue growth, superior retention, and richer experiences.
Key Benefits of Personalization
Recent industry reports highlight the growing importance of personalization; these include:
- Improved Customer Engagement – According to Gartner’s 2023 research, organizations that excel in personalization can outperform their competitors by 40% in terms of customer lifetime value.
- Increased Conversion Rates – McKinsey‘s 2023 “Next in Personalization” report reveals that companies that grow faster drive 40% more of their revenue from personalization than their slower-growing counterparts.
- Enhanced Brand Loyalty – Forrester’s 2023 Customer Experience Index shows that customers receiving personalized experiences are 2.5 times more likely to remain loyal to a brand than those not.
- Increased Revenue Potential – According to a recent report by Boston Consulting Group, personalization can lift sales by 10% or more and deliver 5 to 8 times the ROI on marketing spend.
- Consumer Expectations – The State of the Connected Customer report (2023) indicates that 73% of customers expect companies to understand their unique needs and expectations, up from 66% in 2020.
Additionally, MoEngage’s Personalization Pulse Check report indicates that 58% of customers in North America are frustrated with generic and impersonal communication.
And more than 66% of customers are comfortable sharing their data as long as it leads to enhanced and personalized experiences.
In today’s competitive landscape, real-time personalization is a differentiating factor for brands and a means of meeting customers’ growing expectations.
By tailoring experiences based on customer data and behaviors, brands can forge stronger connections with their audience, drive conversions, and foster long-term loyalty.
However, the complexity of implementing effective personalization at scale remains a significant challenge for many organizations, emphasizing the need for sophisticated, integrated solutions that can deliver measurable business impact. The challenges vary from data silos to a lack of marketer-friendly tools to the inability to create connected experiences to the high cost of using leveraging multiple tools (such as a CEP and a CDP alongside a personalization tool).
And that’s why we built our personalization suite – MoEngage Personalize.
MoEngage Personalize
To overcome the challenges mentioned above and address customer needs and expectations, we built MoEngage Personalize – a marketer-friendly, no-code personalization suite that helps you seamlessly create, test, deliver, and manage personalized experiences across channels and platforms at scale.
MoEngage Personalize enables brands with several key functionalities as listed below :
Deliver Dynamic and Personalized Content to Each Customer in Real Time
Why settle for static and generic content when you can make it fully relevant and personalized according to the anonymous or known customer profile visiting your channel? With this, you can –
Empower your marketers to edit and configure any content (such as banners, call-to-action buttons, product pages, promotional offers, etc.) easily using a sophisticated state-of-the-art visual WYSIWYG no-code editor for the Web (change any color, taglines, visuals, images, etc. within a few clicks) without having to rely on tech teams and spending long hours making these changes.
| Example –
Marketers can easily make changes to the CTA or copy text or an image on a webpage in a few minutes. By leveraging individual customer preferences, events and attributes from MoEngage – marketers can then deliver personalized and dynamic content and experiences to each customer – without having to rely on any code or development teams. |
Allow marketers to dynamically personalize content with specific API calls from our platform to any other channels, such as Smart TVs, In-store kiosks, IOT devices, etc., on the customer profile.
For instance, if you are a marketer on an OTT platform, You can leverage MoEngage Personalize to deliver connected and personalized experiences to each customer across your website, app, and smart TV apps. Similarly, if you are a marketer for a retail brand, you can now personalize your website and in-store kiosks for your users, making them feel at home both online and in-store.
| [New] Content Personalization Enhancement in WYSIWYG editor and Personalize APIs
Brands can now personalize pages using attributes such as first name, loyalty tier, or points and even sync content from external systems such as loyalty engines or POS machines. This helps brands and marketers deliver a more refined web and app experience to their customers. By leveraging attribute data in their CEP or across their internal systems, such as POS machines and loyalty engines, every customer’s experience can be personalized. [New] Real-Time Segmentation Refresh With Real-Time Segmentation Refresh (RTSE), brands can update user segments in real-time, allowing the delivery of personalized experiences within the same session. [New] Save Widgets as Templates You can now maintain consistent design and messaging across your website and app by creating and saving customized widgets as templates without developer support. Simply create a widget once, save it as a template, and use it across multiple pages of your website. [New] Image Carousel and Countdown Timer Widgets Brands can easily create urgency for offers and upcoming launches by leveraging and customizing our built-in countdown timer widgets. They can also add an image gallery using our built-in image carousel widget to further drive engagement and conversions. |
For Anonymous Users: You can dynamically personalize your channel content based on various aspects such as the source ( campaign UTMs, promos, emails, etc.), location, device, real-time in-session behavior, and in-session attributes.
| Example –
Let’s say, you’re running a social media campaign for Sunglasses and Bagpacks. You would want customers who click on the Sunglasses Ad view a page personalized with a range of sunglasses and the Sunglasses category showcased upfront. Similarly, those who click on the Backpacks ad view a personalized page with a range of backpacks and the backpack category showcased upfront. |
For Known Users: Personalize your channel content in real-time based on multiple different parameters and attributes such as past purchases, actions, preferences, feedback, etc.
| Example –
For instance, customers who have previously viewed Sunglasses may want to personalize their experience with the latest styles. Customers who have purchased Sunglasses may want to personalize their experience with Sunglasses cases or backpacks to complement their previous purchase. Additionally, marketers can leverage affinity-based segmentation to personalize the experience based on the likelihood of purchase based on past actions and behavior. |
Here’s the impact that our customers have experienced after implementing the above on their websites –
|
A/B test at Speed and Scale
MoEngage Personalize allows you to seamlessly test every element on your website, mobile app, and other digital channels at speed and scale.
Based on the experimentation results, you can effectively optimize and personalize content (and relevant product suggestions) to maximize performance and achieve key business objectives (such as engagement, conversions, retention etc.). You can –
Brands can maximize the potential of your A/B/n testing of content with a wider array of possibilities (copy, banners, layouts, product descriptions, language, colors, images, graphics, callout buttons, pop-ups, and more.)
Additionally, you can leverage MoEngage’s Sherpa AI engine to test variations and automatically lead traffic and visitors toward the options that are performing best.
Further, you can expand A/B testing beyond content to personalize for other potential consumer nuances ( such as channel, device, location, time, etc.)
Our latest addition, Split URL testing is very effective in determining the more successful version of a webpage. This is done by testing different versions of a webpage element across different URL’s and spliting traffic to each variation.
For instance:
1) An E-commerce brand wants to test out a different page structure and optimize for conversions. By leveraging Split URL testing – marketers can create multiple different variations of the page – with different structural changes along with different URL structures and split the traffic across these pages and test which leads to higher conversions.
2) A media streaming platform wants to test out a new pricing strategy. With Split URL testing – the brand can create different variations of their pricing page – and split traffic across these pages – optimizing for conversions.
| [New] Scale your Personalization experiments with Sherpa AI
Brands can easily auto-allocate traffic to their best performing webpages/app screen variations to improve engagement and conversions. |
By A/B testing at scale, you can see the following business impact –
|
Run Deeper, Complex Experiments with Flexibility
With our personalization suite, you can swiftly run deep and complex experiments across all your digital channels (Web, App, Smart TV, IOT Devices, Digital Kiosks, etc.) by leveraging Server Side personalization capabilities.
And based on experimentation results, you can scale and optimize the entire customer experience across all digital channels to drive key business objectives and more, including –
- Maximize the scope of your experiments – Marketers can confidently deploy deeper, more complex, and more sophisticated tests across their channels, tech stack, and environments without any performance issues.
- Expand your experimentation capabilities beyond content and offers – MoEngage Personalize enables marketers and Product Managers to experiment with different page structures, algorithms, back-end search logic, recommendation models, pricing strategies, different checkout experiences, etc., either one or some or all of them in various permutations and combinations, and accordingly determine the best variation for each audience/segment.
- Experiment with feature flags across apps—Product managers can conduct feature flags and experiment with feature rollouts on specific customer segments. With in-depth analytics, measure how these perform and scale them progressively to more significant audience segments. Roll out features and experiments in phases to specific customer segments and progressively scale them based on performance metrics and data.
By doing the above, you can achieve the following –
|
Enhanced Customer Experience with AI-powered Smart Recommendations
MoEngage Personalize transforms the customer buying journey into something more delightful, faster, and smarter with its dynamic and real-time AI recommendations that are highly contextualized, relevant, and personalized. By leveraging it, you can –
- Tap into customer affinities, preferences, past purchases, actions, behavior, and real-time intent to create hyper-personalized product/content recommendations.
- Deliver Smart Recommendations (powered by our Sherpa AI engine) in real-time (such as frequently bought together, viewed together, similar items, trending items, etc.) and enable cross-sell and up-sell of relevant products to each customer that align with their individual preferences and purchase history across digital channels.
For instance, marketers can leverage AI-powered recommendation models such as (Frequently bought together, frequently viewed, customer actions, item attributes, Similar items, recommended items, and Trending items) and seamlessly showcase and recommend these to relevant customers across different web and app pages.
The above helps brands to –
|
Deliver Cross-Channel Connected Experiences in Real-time
Seamlessly deliver contextual, consistent, and personalized experiences across channels—Website, Mobile, App, Email, WhatsApp, and other platforms, with speed and scale. You can do the following –
- Enable user actions, behaviors, events, feedback, etc., from one channel to reflect and apply across all other channels in real-time, thereby enabling delightful connected digital experiences that are personalized and contextual.
- For brands using a CEP other than MoEngage –
MoEngage easily integrates with other platforms and CDPs to enable seamless data ingestion to MoEngage.Brands can leverage data from their CDP, Analytics tools, Attribution tools, and other engagement tools to create cross-channel connected experiences across channels and deliver personalized experiences on the Web and App using MoEngage Personalize.Example – - Before Purchase Journey – To prevent cart abandonment, marketers can design intelligent workflows that leverage customers’ browsing history to trigger personalized emails featuring viewed and similar styles, effectively re-engaging potential buyers. By strategically using channels like WhatsApp, they can send timely reminders about cart items, accompanied by compelling one-time discounts that motivate customers to complete their purchases.
- After Purchase Journey – Post-purchase, marketers can proactively seek customer feedback on purchased items and the overall shopping experience. Additionally, they can enhance customer satisfaction by suggesting perfectly matched accessories or complementary items paired with strategic discount coupons that encourage future purchases.
By delivering connect experiences to your customers, you can see the following results –
|
What Sets MoEngage Personalize Apart from its Competition
In comparison to legacy players, the key advantages MoEngage Personalize provides are:
- Faster time-to-value with quick implementation and go-live times.
- Significantly lower TCO when compared to legacy martech players.
- Ease of set-up and ease of use.
- Quality of customer support.
When it comes to stand-alone capability vendors (non-CEP), brands need to go through the hassle of integrating their CEP with the platform, which leads to higher costs and hampers marketer’s ability to create personalized campaigns and experiences in real time. While leveraging, MoEngage helps in –
- Lower TCO because having a CEP subsidized the costs of owning a standalone personalization tool.
- AI-powered recommendations and analytics are accessible within the platform without purchasing any add-ons.
- Personalized experiences can be created quickly and in real time.
| Existing MoEngage Customers
For existing customers, purchasing MoEngage Personalize helps you further activate and leverage customer data to create personalized experiences. Rather than investing in a new personalization tool, MoEngage Personalize enables you to integrate and achieve a wide range of use cases at only a marginal additional cost. They can leverage existing customer insights and deep segmentation capabilities of MoEngage to power personalized experiences at scale. Customers will have a single solution to deliver and analyze experiences across all channels (Web, App, Email, Push, SMS, Ads, etc) and deliver a personalized and connected experience to each customer. |
Conclusion
With strong competition and a variety of options for today’s consumers, it’s important to be distinctive. Website and App Personalization enables your brand to create personalized, relevant, and timely experiences that resonate with your audiences and customers.
MoEngage Personalize helps you achieve all of this at speed and scale without a single line of code. Are you excited to learn how your brand can implement Personalization?
If you’re an existing customer, please get in touch with your favorite customer success manager. If you’re new, you can talk to our expert here.
