The document outlines the challenges of customer personalization in marketing, highlighting that 80% of marketers abandon such efforts due to low ROI primarily stemming from data issues and inconsistent customer journeys. It emphasizes the importance of leveraging insights-led engagement to create personalized, omnichannel experiences that meet evolving consumer expectations, particularly in a post-COVID landscape. Key recommendations include unifying customer data and utilizing AI-driven insights for effective engagement strategies.

1. Start building experiences
Stop losing customers
Create relevant, impactful, and
personalised customer experiences

2. 2
Agenda
Why personalisation fails
Insights for an effective engagement
Market Report key findings
The role of insights-led engagement
Tools for leveraging customer insights

3. 3
Jason Smith
VP for Sales, Europe
jason.smith@moengage.com
Hello, everyone!

4. 80% of marketers will
abandon personalisation
efforts due to low ROI

5. 5
Reasons why
personalisation
fails
Lack of data for meaningful personalisation
Confusion around the customer journey
Siloed data throughout the company
Failure to optimise on a regular basis
Overwhelming personalisation

6. Survey key findings / Customer preferences
and expectations during and after Covid
prefer to
communicate by
email, followed by 18%
who prefer the web
of consumers used a
mobile application
during covid as a new
channel
of consumers find it
frustrating when brands
send inconsistent and
relevant content
of consumers said
personalisation should be
based on purchase history,
while interests (21%)
of consumers expect
hybrid interactions
with brands (in
person and online)
6
38% 22% 26% 54% 40%

7. Data is key to any
meaningful interaction
with your customers

8. Insights about your
customers, their
journeys, and your
campaigns

9. 9
NAME
Sarah Jones
ID
ASDFS123
AGE
32
GENDER
Female
STATUS
Active
CUSTOMER SINCE
01 Jan 2018
USER
PROPERTIES
LTV
3,500
AOV
£65
TRANSACTIONS
23
RFM SEGMENT
Champion
PRODUCTS
DRESSES, KNITWEAR
CITY
London
COUNTRY
UK
POSTCODE
E1 7AD
ENRICHED
DATA
Clicked sale products push
Purchased knitwear
Added to cross-sell journey
Opened D+1 cross-sell Email
Best time to send: 7PM
Best channel to use: In-app
Opened
the app
Visited sale
category
Purchased basic
knit sweater
Viewed
knitwear collection
USER ACTIONS
CAMPAIGN INTERACTIONS
Sarah Jones
ID : ASDFS123

10. Insights-led engagement
enables you to provide
customer-centric
experiences

11. Customer-centric
engagement based
on insights
11
Craft 1:1
Personalized
Campaigns
Unify
Customer
Data
Understand
Intent and get
Insights
Unify

12. Customer-centric
engagement based
on insights
12
Craft 1:1
Personalized
Campaigns
Analyse
Unify
Customer
Data
Understand
Intent and get
Insights
Unify

13. Customer-centric
engagement based
on insights
Unify
Customer
Data
13
Understand
Intent and get
Insights
Craft 1:1
Personalised
Campaigns
Unify
Analyse
Engage

14. Customer-centric
engagement based
on insights
Unify
Customer
Data
14
Understand
Intent and get
Insights
Craft 1:1
Personalised
Campaigns
Engage
Insights-led
engagement
Unify
Analyse

15. Report findings / Understanding the market's
pulse and their views on customer insights
15
recognise the
importance of
insights in business
metrics.
currently only track
demographic
information about
their customers.
said getting real-time
analytics is their biggest
customer engagement
challenge.
track insights like
communication channel,
content affinity and behavioral
data like recency, frequency,
and monetary value of
purchase.
37% 36% 24% 53%

16. Insights-led customer
engagement platform
that provides brands with
actionable insights to help
them create great
omnichannel experiences

17. Discover hidden
issues and potential
growth areas
What happens after my users
launch my app? Am I inadvertently
creating a looping behaviour?

18. Predict customer
behaviour for proactive
engagement Exclusive
offers on
Jewellery
Purchase:
Exclusive offers...
Get now
1% cashback Free insurance
Assured Gift card
Exclusive
offers on
Jewellery
Purchase:

19. Personalised cross-channel journeys
19
Visit your website to
browse products
JANE
CLARKE
Receives a push
notification with
product offers
Uses the offer to
purchase a product
Receives a product
thank you email with a
referral link
Comes to your app to
make a friend referral
Receives an in-app
thank you message
with a discount link

21. 21
Use an omnichannel
strategy to engage
your customers
Social (Whatsapp)
SMS / MMS
IVR / Call
Center
Email
POS
Web
OTT & Voice
Wearables
Automate their journey
from onboarding to
engagement to loyalty
Ad Networks
Push
Notifications
In-App
messages
App Inbox
& Chatbot

22. The winning formula
AI-driven insights
True cross-channel
experiences
Deep customer insights that are
actionable
Seamless experiences across
each channel
1:1 Personalisation
Personalised experiences for
each customer in every channel
Platform for every
marketer
No-code, simple-to-use and intuitive
platform for all marketers
Any industry,
any size
Scalable and secure for any
industry, any size
22

23. Thank you!
We'll be at booth #3,
stop by and say hello!