AI

• Dynamic Triggering

The journey was automatically initiated when a customer met any of several critical conditions. These included not purchasing within 30 days (for high-value segments), browsing extensively without adding to cart (for low intent segments), abandoning the cart at checkout (indicating high purchase intent), or when AI detected a high probability of churn based on browsing patterns.

• Personalized Engagement

Before dispatching any communication, the journey checked the customer’s channel preferences and consent. Personalized messages were then crafted based on an AI evaluation of each customer’s discount sensitivity and purchase behaviour. For example, frequent discount users received modest offers, while customers drawn to individuality were given VIP early access, and price-sensitive users were offered a more substantial, time-sensitive discount.

• Multi-Channel Orchestration

The engagement journey began with a personalized email featuring recently viewed or abandoned products, top discounts, and urgency indications. If the email did not result in a purchase within 24 hours, a personalized push notification was sent at an AI-determined optimal time. Following this, if no action was taken, the journey sent an SMS reminder with a direct link and countdown timer, then an in-app message offering the best deal. Finally, if still unresponsive, the website homepage was dynamically adjusted with personalized offers, exit-intent popups, and loyalty rewards, culminating in a final multi-channel outreach.

• Continuous Optimization

Every step of the journey was rigorously tested to ensure flawless execution. Ongoing monitoring and AI-driven adjustments allowed for continual refinement of the engagement strategy based on real-time customer interactions.