Customer Engagement Deep Dive: How to Build Personalized Cross-Channel Journeys
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MOENGAGE FOR RETAIL & E-COMMERCE
Unify data siloes to uncover upsell and cross-sell opportunities across multiple brands and categories through Sherpa, MoEngage’s predictive AI engine. Convert window shoppers to buyers and buyers to brand advocates through personalized offers, product recommendations, and timely updates across multiple channels.
Reduce cart abandonment with timely nudges and boost order value with personalized product recommendations.
Build direct connections with your customers through contextual omnichannel messages across website, email, SMS, and mobile app.
Ensure your customer are always informed with critical alerts through a unified API and a dedicated dashboard for effortless tracking.
Enhance customer delight with streamlined onboarding experiences and nurture lasting relationships through personalized communication that builds a sense of loyalty and connection.
Utilize in-depth customer understanding and cross-channel marketing to connect at the ideal time, adding value through strategic upsell offers.
Our customers deserve meaningful engagement that is contextual in nature and caters to their needs and preferences. As an early pioneer in the QSR industry, we're always on the lookout for innovative solutions that can facilitate excellent customer experiences. With MoEngage, all this is possible in real-time.
Sandeep Anand
CMO at Jubilant FoodWorks Ltd.
We decided to utilize MoEngage Funnel Analytics to understand user behavior trends on the app and the clicks on various discount banners. Using this data, we were able to add custom segments such as category/brand preference and more to run relevant engagement campaigns.
Rohitashwa Bhotica
Business Head, Future Pay
MoEngage has been a great partner to have for BigBasket on several fronts. We've grown exponentially since we onboarded MoEngage, and they have been able to scale with us with ease. Product innovation throughout the years, as well as the impeccable support from the Customer Success team, have been truly commendable!
Anand Bhaskaran
Head, Digital Marketing and Marketing Communications, BigBasket
Here at Poshmark, one of our biggest challenges revolved around our complex relationships with our diverse consumers. We have a complicated business of buyers and sellers, alongside a social component where our Poshers could be creating their small business storefronts for their livelihood, and we needed a platform that would help us speak to each of those users individually. MoEngage helped us personalize these unique messaging needs, while also creating a customer journey for each of our consumers to bring our customer engagement strategies together in one place.
Katie Lay
Sr. Director of Retention Marketing, Poshmark
We found our ideal customer engagement platform in MoEngage. Considering our scale of operations, our integration experience has been extremely smooth. Since the beginning, the local team has been diligent and supportive, always helping us with quick resolutions to all our queries. With our partnership, we have seen a 78% increase in MAUs and an incredible 303% increase in new customers on the app.
Trung Luong
Director of Technology
We wanted a unified solution for communicating with app customers. MoEngage provided us with the best solution. It’s an easy platform to use, and the team is very responsive to any support required.
Oliver Southgate
CEO - Get My Slice
Our customers deserve meaningful engagement that is contextual in nature and caters to their needs and preferences. As an early pioneer in the QSR industry, we're always on the lookout for innovative solutions that can facilitate excellent customer experiences. With MoEngage, all this is possible in real-time.
Sandeep Anand
CMO at Jubilant FoodWorks Ltd.
We wanted a platform that could provide the infrastructure to support our engagement endeavors at scale. With MoEngage, we’re able to automate campaigns using journey orchestration across multiple channels to achieve our objectives with ease and also see great results.
Ronak Sharma
Head - D2C & Digital Marketing, Bisleri
The idea was to personalize, experiment, and iterate to double down on the best engagement initiatives to maximize online sales. With MoEngage, we didn't just get a platform that helped us execute that, but an engagement partner with which we can grow to touch new heights.
Suman Sourav
Lead Product Manager, Titan Company Limited
We decided to utilize MoEngage Funnel Analytics to understand user behavior trends on the app and the clicks on various discount banners. Using this data, we were able to add custom segments such as category/brand preference and more to run relevant engagement campaigns.
Rohitashwa Bhotica
Business Head, Future Pay
MoEngage has been a great partner to have for BigBasket on several fronts. We've grown exponentially since we onboarded MoEngage, and they have been able to scale with us with ease. Product innovation throughout the years, as well as the impeccable support from the Customer Success team, have been truly commendable!
Anand Bhaskaran
Head, Digital Marketing and Marketing Communications, BigBasket
Our previous platform was not attuned to the scale at which we wanted to operate at. With MoEngage, we have a partner that is extremely rich in features and comes with great customer support. So instead of dealing with multiple vendors, we get a one-stop solution for everything under under the sun!
Sudeep Bansal
VP-Growth, WOW Skin Science
As we matured as a D2C brand, our strategy was to shift focus towards customer retention more heavily. We’ve been able to do this via MoEngage, by leveraging intelligent insights to communicate about products, cashbacks, and offers to our customers in a hyper-personalized manner. MoEngage has proved to be a strong partner in this journey to scale with our brand’s growth seamlessly.
Abhishek Gupta
Senior VP, D2C, Honasa Consumer Ltd.
Our customers deserve meaningful engagement that is contextual in nature and caters to their needs and preferences. As an early pioneer in the QSR industry, we're always on the lookout for innovative solutions that can facilitate excellent customer experiences. With MoEngage, all this is possible in real-time.
Sandeep Anand
CMO at Jubilant FoodWorks Ltd.
MoEngage has been a great partner to have for BigBasket on several fronts. We've grown exponentially since we onboarded MoEngage, and they have been able to scale with us with ease. Product innovation throughout the years, as well as the impeccable support from the Customer Success team, have been truly commendable!
Anand Bhaskaran
Head, Digital Marketing and Marketing Communications, BigBasket
Here at Poshmark, one of our biggest challenges revolved around our complex relationships with our diverse consumers. We have a complicated business of buyers and sellers, alongside a social component where our Poshers could be creating their small business storefronts for their livelihood, and we needed a platform that would help us speak to each of those users individually. MoEngage helped us personalize these unique messaging needs, while also creating a customer journey for each of our consumers to bring our customer engagement strategies together in one place.
Katie Lay
Sr. Director of Retention Marketing, Poshmark
We found our ideal customer engagement platform in MoEngage. Considering our scale of operations, our integration experience has been extremely smooth. Since the beginning, the local team has been diligent and supportive, always helping us with quick resolutions to all our queries. With our partnership, we have seen a 78% increase in MAUs and an incredible 303% increase in new customers on the app.
Trung Luong
Director of Technology
Being a customer-centric brand, we wanted to onboard a platform that helped us unify our customer data, accurately segment our customer base, and send out highly personalised campaigns through multiple channels, both online and offline. We evaluated a lot of products on the market, but MoEngage proved to be the best fit. Not just due to the platform’s capabilities but also the team’s unwavering commitment to ensure our brand’s success.
Nadine Berdux
Head of CRM & Online Marketing, Oswald
Our customers deserve meaningful engagement that is contextual in nature and caters to their needs and preferences. As an early pioneer in the QSR industry, we're always on the lookout for innovative solutions that can facilitate excellent customer experiences. With MoEngage, all this is possible in real-time.
Sandeep Anand
CMO at Jubilant FoodWorks Ltd.
We wanted a platform that could provide the infrastructure to support our engagement endeavors at scale. With MoEngage, we’re able to automate campaigns using journey orchestration across multiple channels to achieve our objectives with ease and also see great results.
Ronak Sharma
Head - D2C & Digital Marketing, Bisleri
The idea was to personalize, experiment, and iterate to double down on the best engagement initiatives to maximize online sales. With MoEngage, we didn't just get a platform that helped us execute that, but an engagement partner with which we can grow to touch new heights.
Suman Sourav
Lead Product Manager, Titan Company Limited
We decided to utilize MoEngage Funnel Analytics to understand user behavior trends on the app and the clicks on various discount banners. Using this data, we were able to add custom segments such as category/brand preference and more to run relevant engagement campaigns.
Rohitashwa Bhotica
Business Head, Future Pay
MoEngage has been a great partner to have for BigBasket on several fronts. We've grown exponentially since we onboarded MoEngage, and they have been able to scale with us with ease. Product innovation throughout the years, as well as the impeccable support from the Customer Success team, have been truly commendable!
Anand Bhaskaran
Head, Digital Marketing and Marketing Communications, BigBasket
Our previous platform was not attuned to the scale at which we wanted to operate at. With MoEngage, we have a partner that is extremely rich in features and comes with great customer support. So instead of dealing with multiple vendors, we get a one-stop solution for everything under under the sun!
Sudeep Bansal
VP-Growth, WOW Skin Science
As we matured as a D2C brand, our strategy was to shift focus towards customer retention more heavily. We’ve been able to do this via MoEngage, by leveraging intelligent insights to communicate about products, cashbacks, and offers to our customers in a hyper-personalized manner. MoEngage has proved to be a strong partner in this journey to scale with our brand’s growth seamlessly.
Abhishek Gupta
Senior VP, D2C, Honasa Consumer Ltd.
We wanted a platform that could provide the infrastructure to support our engagement endeavors at scale. With MoEngage, we’re able to automate campaigns using journey orchestration across multiple channels to achieve our objectives with ease and also see great results.
Ronak Sharma
Head - D2C & Digital Marketing, Bisleri
The idea was to personalize, experiment, and iterate to double down on the best engagement initiatives to maximize online sales. With MoEngage, we didn't just get a platform that helped us execute that, but an engagement partner with which we can grow to touch new heights.
Suman Sourav
Lead Product Manager, Titan Company Limited
MoEngage has been a great partner to have for BigBasket on several fronts. We've grown exponentially since we onboarded MoEngage, and they have been able to scale with us with ease. Product innovation throughout the years, as well as the impeccable support from the Customer Success team, have been truly commendable!
Anand Bhaskaran
Head, Digital Marketing and Marketing Communications, BigBasket
MoEngage’s excellent segmentation capabilities helped us reach the right customer with the right offers, engaging them meaningfully. Through its insights-led approach, MoEngage helped us increase the conversion rate across registered, installed, and cart-abandoned campaigns, resulting in a 30% conversion rate, a 15% increase in LTV, and a reduction in the first order date from 7 days to 5 days!
Harshavardhan Chauhaan
VP, Marketing
Our previous platform was not attuned to the scale at which we wanted to operate at. With MoEngage, we have a partner that is extremely rich in features and comes with great customer support. So instead of dealing with multiple vendors, we get a one-stop solution for everything under under the sun!
Sudeep Bansal
VP-Growth, WOW Skin Science
As we matured as a D2C brand, our strategy was to shift focus towards customer retention more heavily. We’ve been able to do this via MoEngage, by leveraging intelligent insights to communicate about products, cashbacks, and offers to our customers in a hyper-personalized manner. MoEngage has proved to be a strong partner in this journey to scale with our brand’s growth seamlessly.
Abhishek Gupta
Senior VP, D2C, Honasa Consumer Ltd.
MoEngage powers our end-to-end strategies for customer engagement, retention, and user journey mapping. It has helped us to reduce our cart abandonment by 20% and improved the retention rate by 30%.
Joydeep Das
Lead Digital Marketing, Lifestyle
MoEngage Inform has been pivotal in our mission to amalgamate our brands under the Tata Neu umbrella. The ease of setting up campaigns across such a vast array of brands—and the support received—has been integral to our success.
Antriksh Johari
MarTech Lead, Tata Digital
MoEngage’s RFM Segmentation capabilities have helped us advance our customer retention and communication flows. Our campaign managers get to see a unified view of our customers and require little to no downtime to create customizations for specific use cases and cohorts! MoEngage has proven very beneficial for us as they help us automatically manage the complexity of use cases at scale.
Kapil Thirani
Head of Shopsy
MoEngage's customer support is impeccable. Whenever we raise any tickets, the team addresses the issues and comes to us with a solution ASAP. Using their insights-led engagement platform, we were able to create Birthday-related Flows for our customers. This has led to an increase of 50% in our repeat purchase rates!
V Rathna Kishore
Product Associate, GIVA
MoEngage has empowered our team to leverage deep segmentation and analytics, allowing us to create tailored customer engagement initiatives across both our app and web platforms. The multiple dashboards we have set up enable us to effectively target key journeys, such as optimizing the install-to-uninstall path and boosting add-to-cart conversions. This has been a very effective tool for our digital business, leading to improved efficacy of our customer retention efforts. The support from the team has been outstanding and has been a key differentiator. We're extremely happy with the value that MoEngage brings to the table.
Mohinder Thakur
Head of E-com Growth & Digital Marketing
MoEngage has been a great partner to have for BigBasket on several fronts. We've grown exponentially since we onboarded MoEngage, and they have been able to scale with us with ease. Product innovation throughout the years, as well as the impeccable support from the Customer Success team, have been truly commendable!
Anand Bhaskaran
Head, Digital Marketing and Marketing Communications, BigBasket
We found our ideal customer engagement platform in MoEngage. Considering our scale of operations, our integration experience has been extremely smooth. Since the beginning, the local team has been diligent and supportive, always helping us with quick resolutions to all our queries. With our partnership, we have seen a 78% increase in MAUs and an incredible 303% increase in new customers on the app.
Trung Luong
Director of Technology
MoEngage’s Dynamic Product Messaging has been a game-changer, helping us garner significantly higher numbers for our email and push campaigns. In fact, our cart abandonment campaigns have performed very well, leading to a 7X conversion rate within a span of just three months, between October to December 2021. These numbers are far higher than the industry average, giving us a clear edge over the competition.
Arga Raka Peterson
CRM Manager, Blibli
We were able to observe a healthy 29% improvement in our install to sign-up journey with the usage of MoEngage's smart-triggered push notifications. We engaged our customers as soon as they onboarded using relevant push notifications and re-engaged in case there was no activity after sign-up.
Linda Valentin
Head of Marketing, Global Loyalty
MoEngage powers our end-to-end strategies for customer engagement, retention, and user journey mapping. It has helped us to reduce our cart abandonment by 20% and improved the retention rate by 30%.
Joydeep Das
Lead Digital Marketing, Lifestyle
In the past, we have also used CRM/CEP. However, scalability and support have always been an issue. While we did witness some growth, we wanted to breach the highest point and grow even further. This is where we think MoEngage has helped us.
Moalla Alfadil
Director Of E-commerce
We wanted to ensure our communication was personalized on a customer action level and to do this efficiently. We needed to integrate with other tools. MoEngage engagement platform made the whole process easier with ease in multiple tool integration, allowing us to engage our customers at various stages of the purchase journey.
Abhishek Tiwari
Manager CRM, AZADEA
With MoEngage features we could do A/B testing - for different timing, different content, and different approach like code and no code. Using the engagement platform, we could build an entire funnel from no activity to browse to add to cart/wishlist and to finally purchase.
Prateek Agarwal
Head of Retention Marketing (CRM), 6thStreet.com
As we move forward, we aim to continue using MoEngage's capabilities to strengthen our marketing strategy. By leveraging MoEngage's pre-built templates and functionalities, we've been able to streamline our multi-channel engagement campaigns, allowing us to deliver targeted messaging across various channels with greater efficiency. The Customer Engagement Platform's web pop-ups with countdown timers (On-site Messaging) and In-app user surveys have already played a major role in enhancing campaign engagement.
Penny McNamara
Head of Marketing, The ENTERTAINER
In UAE, one of the biggest asset is a car. Customers really prefer and appreciate if a personalized experience is provided to them, when it comes to car detailing. This is where we intend to leverage MoEngage's capabilities and engage with our customers to retain our North Star Metric, i.e. Monthly Active Users (MAU)
Omar Ismail
Marketing Manager, MySyara
One notable obstacle revolved around email delivery, a common concern in the cryptocurrency industry due to the tendency of certain email servers to flag messages mentioning crypto-related content as spam. Through the collective efforts of the MoEngage team, Rain was able to significantly mitigate this issue and enhance the deliverability of their emails.
Haris Khan
Vice President of Growth
MoEngage platform, as a whole, is easy to understand and has all the customer engagement features we need. In addition, the platform has suggested templates/layouts that helped us develop these communications. Also, the team's availability to assist us throughout the integration process has been immensely valuable.
Daniel Barbosa
IT Director, Outback Steakhouse Brazil
"Con MoEngage, pudimos mejorar el compromiso de los clientes, ayudándoles a descubrir ofertas a través de los canales más oportunos y relevantes. La función "Best Time to Send" de MoEngage también nos ha permitido mantener la relevancia de nuestras comunicaciones. En general, MoEngage ha sido una herramienta valiosa para mejorar la experiencia del cliente y aumentar su compromiso".
Santiago Hidalgo
Head of Segments & Digital Business
Coletar insights comportamentais e medir campanhas é crucial para nós, e analisar esses dados comportamentais e de eventos nos permite entender o que está funcionando melhor. Somos uma empresa orientada por dados e é essencial para nós termos uma visão holística 360° de nossos clientes". Graças ao MoEngage Flows, conseguimos automatizar as jornadas dos clientes e fazer mais conversões, eliminando pontos de fricção... Esta rapidez nos dá vantagem.
Eduardo E. Gómez
Líder de marketing, Waynimóvil
New user retention is the first true litmus test for any SaaS company. MoEngage’s full suite of customer engagement tools helped us exceed industry benchmarks for new customer retention. It enabled us to keep track of our new users by designing engagement flows that were laser-focused on our main goals of increasing engagement and retention.
Vinicius Bazan
Head of Product - Empiricus
MoEngage is the only vendor to be recognized as “Customers’ Choice” in the 2025 Gartner Peer Insights™ Voice of the Customer for Email Marketing Report.
Build unified reporting, analyze customer behavior, and act on it instantly
Create personalized and engaging customer experiences
Predict and prevent customer churn
Improve customer engagement and drive LTV
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