Personalization
When users engage with a brand, they share one of their most important assets – their customer data. This unique data includes website visits, product interests, category affinities, communication preferences, and intent. By gathering this data across channels and devices, Salesforce Personalization provides a better understanding of each customer’s interests.
As marketers, it is our job to provide a unique customer experience for each visitor by combining real-time engagement with AI-driven content. At JourneyBlazers, we leverage our client’s Personalization Framework to utilize customer, visitor, and prospect data to render real-time personalized experiences across multiple channels and devices.
JourneyBlazers Personalization Framework
Client Review
The team made sure the project never lost momentum
The team at Journey Blazers proved their expertise of the Personalization tool and helped us get up and running quickly. Even as internal delays prevented us from staying on time, the team made sure the project never lost momentum and worked with us every step of the way.
Customer
Stories
As a trading company, our client offered multiple specialized trading products, account types, platforms and tools. They were unable to differentiate between new, returning, and existing visitors, which surfaced issues when showcasing the right product and the call-to-action.
JourneyBlazers successfully implemented Personalization – enabling the client to listen to visitor activity and capture affinities, intent, attributes, and preferences. We were able to segment and personalize content (hero images, slide-in pop-ups, and infobars) and other experiences based on their past actions, current subscriptions, and referral sources. We also helped with nurturing the visitors through the multi-step account opening process all the way to completion.
The client offered a wide range of banking products and services. The product suite, however, had an overwhelmingly high bounce rate unless there were quick links on the homepage. They needed help with ensuring easy exploration and evaluation of relevant products and content.
JourneyBlazers started the engagement with comprehensive discovery workshops that educated the client on the Salesforce Personalization platform and all the capabilities that came with it including Web Experiences, Einstein Recipes, CRM Integration, and Marketing Cloud Journeys.
We enabled listening and implemented experiences for personalized banner images and for Einstein Recipe blog recommendations which were driven by the end-users product affinity and browsing history. We enabled engagement scoring and next best action, which were reflected into the client’s Salesforce CRM.