AI-powered customer journey in retail: improving experience with personalization
A retail leader wanted to increase engagement and sales by personalizing the customer journey across online and in-store touchpoints. Vimix implemented an AI-driven recommendation engine and journey orchestration layer that used behavioral data, purchase history, and real-time context to deliver tailored offers, content, and next-best actions—resulting in measurable gains in engagement and revenue.
Project Overview
The Challenge
The client had rich data but no unified view of the customer journey or the ability to act on it in real time. Marketing and merchandising relied on segment-level campaigns rather than individualized experiences. They needed a scalable AI solution that could integrate with existing commerce and marketing systems.
Our Solution
Vimix's AI-powered customer journey and personalization engagement helped the retailer move from segment-level marketing to individualized experiences, driving engagement and revenue with a scalable, data-driven approach.
Project Details
Quick Actions
Our Approach
Customer 360 and Journey Mapping
We unified customer data from web, app, and POS into a single view and mapped key journey stages. We defined KPIs and success metrics for personalization at each touchpoint.
Recommendation Engine and Models
We built and deployed a recommendation engine combining collaborative filtering, content-based signals, and contextual features. Models were trained and refreshed to adapt to changing behavior and catalog.
Orchestration and Integration
We integrated the engine with the client's commerce platform and marketing tools so that recommendations and personalized content could be served in real time across channels.
Impact & Results
Higher Engagement and Conversion
Personalized product and content recommendations drove significant increases in click-through rates, add-to-cart, and conversion.
Revenue Growth
Attributed revenue from personalized experiences showed a clear uplift versus non-personalized baselines.
Scalable Personalization
The platform supported ongoing experimentation and expansion to new segments and channels.
Technology Stack
AI/ML
Platform
Related Services & Industries
Services Used
AI & Intelligent Solutions
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Data Visualization & Business Decision
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Data / AI Strategy & Program
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Project Conclusion
Vimix's AI-powered customer journey and personalization engagement helped the retailer move from segment-level marketing to individualized experiences, driving engagement and revenue with a scalable, data-driven approach.
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