Customer at the centre of everything

Personalisation at Scale

Individual experiences with every purchase

THE GOAL

Personalising the customer experience

In a highly competitive marketplace, great customer experience can be the thing that sets you apart.

 

Once limited to targeted offers and promotions, personalisation now flows throughout the entire customer journey – from ads and suggestions, right through to fulfilment and delivery – on any device, at any time. Modern consumers expect brands to display content or choices according to their preferences and behaviour.

To meet the growing appetites of your diverse global customer base, you can now personalise at scale, delivering individualised recommendations to thousands of customers in real time, anywhere in the world

 

We can help you create a seamless experience that feels uniquely relevant to each customer, no matter where they are in the customer journey, and across every channel available.

Download

Next-Level Personalisation

Download our personalisation report that identifies key opportunities and tackles the challenges when implementing a successful personalisation strategy, we cover the top three personalisation challenges brands face in 2022.

A woman with her hands on her chest

Download

Download now to find out more...

Delivering personalisation that customers value

Measuring tangible ROI from personalisation

High costs associated with higher content volume

BUILD LOYALTY

Make your customer the centre of everything

Personalisation can come in many different forms - from customised product recommendations on your homepage to missed offers at checkout or cart abandonment marketing emails – creating multiple opportunities for individualised interaction.

 

Not only do personalised interactions engage shoppers, but they also help you to improve marketing efficiency, increase conversions and build long lasting customer relationships.

1. Increase Conversions

By targeting customers with personalised offers you can realise an 20% increase in sales.
Woman making an instore payment

1. Build Loyalty

Nearly half of all customers who receive personalised experiences are likely buy again. 
Increase Loyaly: holding hands, helping someone up

1. Widen reach

By providing a more personalised service, nearly 80% of customers are far more likely to recommend your service and appreciate the value for money. 
Widen reach: Shipping containers

1. Increase ROI

Employing personalisation techniques across multiple touchpoints can increase your ROI by a massive 300%.
Shop worker on an ipad

1. Increase Conversions

By targeting customers with personalised offers you can realise an 20% increase in sales.
Woman making an instore payment

1. Build Loyalty

Nearly half of all customers who receive personalised experiences are likely buy again. 
Increase Loyaly: holding hands, helping someone up

1. Widen reach

By providing a more personalised service, nearly 80% of customers are far more likely to recommend your service and appreciate the value for money. 
Widen reach: Shipping containers

1. Increase ROI

Employing personalisation techniques across multiple touchpoints can increase your ROI by a massive 300%.
Shop worker on an ipad
Hyper personalisation

Hyper Personalisation

Individual experiences at scale

Today’s customers expect an increasing level of personalisation, and customer segmentation doesn’t always cut it. We can help you take personalisation a step further. Hyper personalisation combines a customer’s individual behaviour and their history. So, in real-time, you can give each one of your customers a unique and tailored experience. 

 

We can seamlessly integrate your CX (marketing and loyalty) and business processes for easy and efficient scaling, adding in hyper-personalisation for an exceptional end-to-end experience.
Holistic Personalisation

Holistic Personalisation

Next level personalised customer experience

When talking about personalisation, most brands will think about products and content. Rarely do we see it go much further. Holistic personalisation looks at the bigger picture, takes it to the next level and encompasses the entire experience. As well as products and content, a user interacts with navigation, search, filters, a cart, checkout, as well as many other areas which are ignored with the traditional hyper-personalisation. This is where holistic personalisation comes into play. 
Interview with Branwell Moffat

Coffee Club Interview

Hyper Personalisation

What is hyper personalisation and why does it matter?

 

Branwell Moffat, UK Director of CX Consulting at KPS, and Hugh Kimber, General Manager EMEA & Emerging Markets at Bloomreach, sit down to discuss Hyper Personalisation, why it matters and just some of the common challenges they see when trying to implement it. 

Interview with Branwell Moffat

Coffee Club Interview

Holistic Personalisation

Taking personalised customer experiences to the next level with holistic personalisation.

 

Branwell Moffat, UK Director of CX Consulting at KPS, and Hugh Kimber, General Manager EMEA & Emerging Markets at Bloomreach define Holistic Personalisation.

 

Looking at the evolution of personalisation, they consider the benefits and challenges of holistic personalisation as well as what good looks like.

Connections between people

Scale up

Archive international growth

Our instant transformation solution allows you to select the appropriate building blocks for your customer journey, on a global scale. By unifying contextual, personal and behavioural data, you can tailor the experience exactly to their needs.

 

By adding personalisation across multiple touchpoints, you can completely customise the user experience, at any point in their buying journey, anywhere in the world and through any channel.

Connections between people

SCALE UP

Achieve international growth

Our instant transformation solution allows you to select the appropriate building blocks for your customer journey, on a global scale. By unifying contextual, personal and behavioural data, you can tailor the experience exactly to their needs.

 

By adding personalisation across multiple touchpoints, you can completely customise the user experience, at any point in their buying journey, anywhere in the world and through any channel.

Deliver unique experiences on an international level

Voted SAP's Customer Experience Partner of the Year at this year's SAP Pinnacle Awards, our team can help you to implement effective personalisation with SAP's CX Suite. Our involvement with large global retailers with a complex mix of data sources and diverse customer segments, has allowed us to become specialists in helping you to personalise at scale and with agility.

Lady in a shopping mall on her phone
With SAP Customer Data Platform, we can help you achieve rich customer insights from multiple data sources to deliver hyper-personalised experiences in real-time.
Lady on a tablet looking at analytics
Using SAP Customer Data Cloud we can help you to understand your customers, confidently engage with them and deliver on your brand promises.
Ladies working collaboratively, looking at a tablet
SAP Marketing Cloud helps you to dive more revenue by fulfilling the promise of customer relationship management.
Lady browsing the shelves
Emarsys helps you to create a highly personalised omni-channel experience that your customers deserve and that delivers tangible results.
Lady in a shopping mall on her phone
With SAP Customer Data Platform, we can help you achieve rich customer insights from multiple data sources to deliver hyper-personalised experiences in real-time.
Lady on a tablet looking at analytics
Using SAP Customer Data Cloud we can help you to understand your customers, confidently engage with them and deliver on your brand promises.
Ladies working collaboratively, looking at a tablet
SAP Marketing Cloud helps you to dive more revenue by fulfilling the promise of customer relationship management.
Lady browsing the shelves
Emarsys helps you to create a highly personalised omni-channel experience that your customers deserve and that delivers tangible results.

Our Work

Our proven track record of excellence

Our mission is to help you realise the full capabilities of an omnichannel SAP CX suite. With our industry-leading know-how and passion for successful transformations, we develop e-commerce solutions that increase sales, boost conversion rates and deliver excellent customer experiences.

 

Our work has not only delivered successful customer case studies - it also wins us international awards. Take a look for yourself!

Young woman laying down

LK Bennett

A luxury brand and long term partnership

Our long-term relationship with luxury brand, LK Bennett, has delivered a programme of continuous improvements across their commerce site and maintained a clear focus on delivering their all-important KPIs. Read how we worked together here.
A group of people wearing s.Oliver Sweatshirts

s.Oliver

Omnichannel platform for the digital future

In the S4 Excellence project, s.Oliver digitalised all flows of goods and values and implemented the SAP Fashion Management Solution and SAP S/4HANA for global finance. The go-live for the finances took place worldwide and the roll-out for the merchandise management and retail processes by brand.
A women is excited because of receiving a gift

CHRIST JEWELLERY

Turning Customers into Fans!

Omnnichannel Deluxe with excellent performance where the customer is - from the point of sales to the scalable shop system in the cloud.  In just a few months, KPS expanded CHRIST's already high-performance online shop into a customer interaction platform. The focus was always on a customer journey that is in no way inferior to the perfect all-round experience and lived trust in the offline business.

Get in touch to find out more about our personalisation solutions.

Contact

Image for the article intro information

Barnaby Moffat, Commercial Director of KPS UK

show less show more

  • Email:
    uk-info@kps.com



  • Social Media:
    LinkedIn
  • Expert for:
    E-Commerce projects, Cloud migration, Commercial strategy, Business development, Company positioning  

More Insights

You may also be interested in...

Friction v frictionless checkout: someone using a laptop

Read more

Friction vs Frictionless: What is the right amonth of friction in commerce?

On paper, friction in any online journey is generally considered a negative thing. UX consultants strive to remove friction from online checkouts to ensure that customers work as little as possible in order to purchase a product.  Convention tells us to remove as much friction as we possibly can. But is there such a thing as having too little friction? 
Omnichannel Vs Multichannel: The Body Shop webshop on a laptop

Read more

Omnichannel vs Multichannel: What’s the difference?

Omni-channel and multi-channel are very similar-looking terms that describe subtlety different approaches to the way brands communicate with their customers.

Multi-channel is channel-focused – developing different channels to maximise their effectiveness. Omni-channel is customer-focused. 
Product reviews: man in front of his laptop, on his phone

Read more

Are consumers losing faith in product reviews

There are many occasions where we will all rely on reviews to help us distinguish between products or services; especially when there are many different choices. But how many of these sellers pay for negative reviews to be removed? Or, post fake reviews altogether? 

Privacy settings

We use cookies on our website. Some of them are essential, while others help us to improve this website and your experience. With your consent, we use cookies to analyse the usage of our website.

We also use cookies for marketing to help us measure the success of our marketing efforts. In the settings you will find detailed information about the individual cookies, and you can refuse the use of cookies.

You can change or revoke your selection at any time on any KPS.com page in the footer under Privacy Settings.

Essential Cookies

Essential cookies enable basic functions and are necessary for the proper functioning of the website.

  • Cookie Banner
    Cookie Name: kps-privacy-settings
    Value: PrivacyLevel_0#a
    Storage duration: 4 weeks
    Description: Cookie is required to save cookie settings. This is a purely technical cookie.

HubSpot:

  • Cookie Name: __hs_opt_out
    Storage duration: 6 months
    Description: Cookie is used by the opt-in privacy policy to ask the visitor to accept cookies again. This cookie is set when you give visitors the choice to disable cookies. It contains the string "Yes" or "No".
  • Cookie Name: __hs_do_not_tracking
    Storage duration: 6 months
    Description:: This cookie can be set so that the tracking code does not send any information to HubSpot. It contains the character string "Yes".
  • Cookie Name: __hs_initial_opt_in
    Storage duration: 7 days
    Description: This cookie is used to prevent banners from being displayed every time visitors visit your website in strict mode. It contains the string "Yes" or "No".
  • Cookie Name: __hs_cookie_cat_pref
    Storage duration: 6 months
    Description: This cookie is used to record the categories a visitor consented to. It contains data on the consented categories.
  • Cookie Name: __hs_gpc_banner_dismiss
    Storage duration: 180 days
    Description: This cookie is used when the Global Privacy Control banner is dismissed. It contains the string "yes" or "no"
  • Cookie Name: __hs_notify_banner_dismiss
    Storage duration: 180 days
    Description: This cookie is used when the website uses a Notify consent banner type. It contains a boolean value of True.
  • Cookie Name: hs_ab_test
    Speicherdauer: End of session
    Description: This cookie is used to consistently serve visitors the same version of an A/B test page they’ve seen before. It contains the id of the A/B test page and the id of the variation that was chosen for the visitor.
  • Cookie Name: <id>_key
    Storage duration: 14 days
    Description: When visiting a password-protected page, this cookie is set so future visits to the page from the same browser do not require login again. The cookie name is unique for each password-protected page. It contains an encrypted version of the password so future visits to the page will not require the password again.
  • Cookie Name: hs-messages-is-open
    Storage duration: 30 minutes
    Description: This cookie is used to determine and save whether the chat widget is open for future visits. It is set in your visitor's browser when they start a new chat, and resets to re-close the widget after 30 minutes of inactivity. If your visitor manually closes the chat widget, it will prevent the widget from re-opening on subsequent page loads in that browser session for 30 minutes. It contains a boolean value of True if present.
  • Cookie Name: hs-messages-hide-welcome-message
    Storage duration: 1 day
    Description: This cookie is used to prevent the chat widget welcome message from appearing again for one day after it is dismissed. It contains a boolean value of True or False.
  • Cookie Name: __hsmem
    Storage duration: 7 days
    Description: This cookie is set when visitors log in to a HubSpot-hosted site. It contains encrypted data that identifies the membership user when they are currently logged in.
  • Cookie Name: hs-membershem-csrf
    Storage duration: End of session
    Description: This cookie is used to ensure that content membership logins cannot be forged. It contains a random string of letters and numbers used to verify that a membership login is authentic.
  • Cookie Name: __cfruid
    Storage duration: End of session
    Description: This cookie is set by HubSpot's CDN provider based on their rate limit policies. It expires at the end of the session. Learn more about Cloudflare cookies.
  • Cookie Name: ___cfuvid
    Storage duration: End of session
    Description: This cookie is set by HubSpot's CDN provider based on their rate limit policies. It expires at the end of the session. Learn more about Cloudflare cookies.
Functional cookies

Functional cookies are used by third parties or publishers to display personalised advertisements. They do this by tracking visitors across websites.

External media

Content from video platforms and social media platforms is blocked by default. If cookies from external media are accepted, access to this content no longer requires manual consent.

Changing privacy settings

Imprint

Data protection statement