Mike Barclay, GM/Head of Europe
With organizations struggling to keep their business moving during the pandemic and customers operating on a different level in terms of buying decisions, the need for personalization in marketing strategies is more critical now than ever before. On the one hand, we have an increasing number of shoppers unsubscribing from mass-blasted email campaigns and choosing personable web pages over generic ones. A recent study even revealed that over 72 percent of shoppers are engaging with personalized marketing despite the widespread concerns about consumer privacy. On the other hand, we have marketers looking out for ways to customize customer communications and experiences based on their preferences, interests, and behavior—which is a task easier said than done
As personalized marketing is essentially data-driven, merely having huge volumes of data won't help build good personalized strategies. Marketers need to analyze terabytes of data and associated behaviors to derive reliable insights. Also, as marketing budgets have been slashed due to the pandemic, there is no room for trial and error. Companies today need a robust platform that can analyze customer data and provide valuable insights to help them deliver the best possible personalized care and attention to customers.
“We specialize in empowering brands to deliver unique, relevant, and valuable multichannel experiences that wow their customers,” says Mike Barclay, GM/Head of Europe at MoEngage. “Since our inception we have been laser focused on helping brands understand their customers and retain them for longer by establishing effective engagements with them based on what they want to receive.” To do this, MoEngage offers a robust customer engagement platform that helps analyze customer behavior and derive meaningful insights and hyper-personalized content in the right format at the right time.
“Our all-inclusive solution offers powerful customer analytics, automated cross-channel engagement, and AI-driven personalization — all in one dashboard,” says Ehren Maedge, GM/Head of North America, at MoEngage. With its platform, the company provides all necessary data (even data from third parties) and tools for marketers in one place, helping marketers make intelligent marketing decisions quickly — instead of sifting through detail or switching between various siloed marketing tools.
MoEngage’s solution has exceptional analytical capabilities to render a holistic view of customer path, interactions, drop-offs, and even traffic sources and session details.
Ehren Maedge, GM/Head of North America
Clients can use these insights to augment their customer interactions and enhance retention rates.
MoEngage brings together native & ingested data into our CDP to create this unified customer profile — which can be made up of both online sources (such as CRM, BI, web) and offline sources (such as a call-center, POS). The solution facilitates seamless integrations with tools to enable marketers to better understand their customers in one place by providing visualization to their behavioral data.
Being able to help interact with customers via multiple channels, the company eliminates the need for the conventional, broadcast style of communication — such as one-size-fits-all/blast emails — and helps clients identify the best convenient channels for the customer. For instance, a brand having a product announcement usually sends notifications to all customers irrespective of their metrics. This message would be irrelevant for those who are not interested or already own the product, which could hamper customer experience.
MoEngage helps brands mitigate the challenge through its AI-based predictive segmentation, where customers are divided based on various parameters — be it their age, gender, customer behavior, buying trends, and even more. Brands can then send highly personalized offers, recommendations, alerts, and updates to each customer through the right channel that will make the maximum impact. Unlike its competitors, MoEngage has its own proprietary “best of breed AI engine — Sherpa — that automatically figures out the right message and the right time to send it to every customer. Sherpa handles campaign testing & optimization so that customers can confidently send the optimal message on the best channel at the right moment. With such a robust, tech-driven solution, the company helps brands onboard more customers, reduce friction at touchpoints, delight them from the very first interaction, and ensures higher retention rates and LTV.
MoEngage has comprehensive plans to expand its already significant footprint globally, especially in North America and Europe. The company is leveraging its experience gained by working with Unicorn digital-only clients in Asia to inform customer strategies and accelerate growth across a range of North America & Europe. On the technology side, MoEngage continues to extend the use of AI in its solutions. They are developing a predictive assistant that is designed to provide clients automated advice on the next best action for engaging with customers. “We are changing the dynamics of personalized marketing to empower brands to seamlessly connect with their customers at every relevant touchpoint and deliver value in the right way,” concludes Maedge.