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Kibo Personalisation Client Summit in London Brings Together Retail Leaders and Customer Experience Experts

October 19, 2022
 

Last week, we hosted our Kibo Personalisation London Client Summit. The key theme of this year’s event was to encourage our clients to stop talking about personalisation and to “get moving” and begin delivering better customer experiences. The goal of our sessions and roundtables was to give attendees the tools they need to embark on this path. 

Our team was thrilled to have the opportunity to connect in person with our personalisation clients from across EMEA, who joined us to exchange ideas, learn more about the latest updates to the Kibo Personalization platform, and to dive into actionable ways to improve the digital customer experience across all brand touchpoints. 

Besides getting a sneak peek at our personalisation roadmap for 2023, we hosted a couple of roundtable sessions, heard from several of our clients detailing their successes and wins with personalisation, and learned about the future of CX and emerging trends from a couple of our partners. 

And speaking of wins, our Kibo Personalization clients across the board have been quite busy this year. These leading retail brands collectively launched 100K experiences and influenced over £700B of revenue in 2022 alone. Incredible! 

Keep reading for a few highlights from our event and we hope you’ll join us in celebrating this year’s award winners. 

Sailing Into Personalisation with Musto 

Kibo was pleased to welcome our client Musto as a speaker in London. Musto, a UK-headquartered retailer of sailing and outdoor clothes and accessories, shared their personalisation journey with our attendees. 

It’s been a busy year for Musto, who moved to a headless website and implemented new testing strategies. Musto has been on the path to personalisation, testing various experiences across its product detail pages (PDPs) and product listing pages (PLPs). Musto also tested different types of content on its eCommerce site, including messaging on the homepage, messaging around email signups, and badging. 

Now with this personalisation foundation in place, Musto is ready to take their strategy to the next level as they incorporate more demographic, context, and behavioral data to build contextual customer experiences. They are also exploring how they can expand personalisation beyond their website and working across the business to build a true end-to-end personalised journey for their customers. 

We are impressed by Musto’s wins so far, and that’s why they are this year’s winner of the Kibo Personalization Impact Award, as they had the highest programme ROI. You can read more about their success below where we honor our 2022 Award Winners. 

Roundtable Discussions: Engaging Dialogue for Innovation

One of Kibo’s favorite parts of our client summits is the roundtable sessions. Our roundtables give our attendees the chance to discuss and brainstorm on various topics in small groups at their individual tables. Not only is this a great chance to get to know industry peers, but a wonderful opportunity to learn from each other. 

This year in London, we hosted three roundtables: Maximizing Personalisation for Peak, Building a Culture of Personalisation, and Segmentation: A Building Block to Personalisation Success. 

As peak is right around the corner, with our attendees actively preparing and planning, the timing was right for attendees to pick up some tips and tricks from other brands.  

For example, one of our attendees offered great insight into how to reduce the bounce rate on PDPs on Black Friday, while another offered advice on how to better personalize your homepage. 

We also learned that one of the brands at our event does something they call “Friction Friday,” where everyone on the team takes on a persona and they “shop” the website as if they were a customer and expose areas for improvement. 

The roundtables about building a culture of personalisation and segmentation resulted in valuable dialogue about the need to embrace personalisation and start doing it proactively. 

Personalisation in the Age of Privacy 

What does a cookie-less future look like? How will the various data privacy laws and measures for privacy and tracking prevention impact CX and personalisation? 

It’s a topic that’s been on everyone’s minds, and Kibo’s VP of Engineering & Chief Data Scientist Austin Rochford offered guidance and tips for rising to the challenge of this new reality and warned about the drawbacks of third-party data. 

In a nutshell, the time is now for retailers to get first-party data into their platforms and start using this data to build experiences for customers as they move through brand touchpoints on their journey through your eCommerce site. 

Kibo Personalization Award Winners 

We hope you’ll join Kibo in celebrating and honoring our amazing award winners who represent the top retail brands and experts who are shaking things up and bringing innovation to their personalization and CX strategies in 2022. 

Drumroll please…and the winners are… 

Personalisation Leaders Award: This award goes to the client with the highest platform usage score. This client is using a wide breadth of the platform and ultimately driving value by using all of the features and products available to them. We consistently see this client ranking highly in terms of adoption and are delighted to present this award to them. A true team effort! 
Winner: JD Sports 

Impact Award: This award goes to the client that is driving the highest programme ROI. This client has been leveraging a lot of our machine-learning capabilities as well as our product recommendations to really drive impact over the past year. Great work! 
Winner: Musto 

Super User Award: This award was determined by nomination and goes to a person that is truly pushing the fold when it comes to using the platform. The winner is not only a platform expert but also a true Kibo champion. They are always up for trying new things and being creative when it comes to testing and personalization – a true power user! 
Winner: Jack Little of Highbourne (City Plumbing) 

Programme Champion Award: This award was also determined by nomination and goes to a person that has been instrumental in creating the testing culture and implementing the governance that sits at the heart of this client’s programme. Not only have they been innovative in how they scale their activity by automating a lot of their processes, but they’ve also helped to train and enable approximately 100 individual platform users across 20 different teams. Very impressive! 
Winner: Jamie Levrant (John Lewis) 

Thank You to Our Sponsors  

We’d like to thank Contentsquare, Bazaarvoice, and Tealium for their sponsorship of our London Client Summit and for their continued support. We look forward to continuing our partnership and collaborating on future endeavors around CX and personalization. 

That’s a Wrap  

The London Client Summit was a great success and we enjoyed connecting and gathering with our clients to celebrate their success and to give valuable insight into emerging trends. We hope the sessions resulted in some valuable tools and ideas that our attendees can implement back in the office when building out experiences. 

But why should the learning have to stop after our client summit? Stay tuned over the next several days as we’ll be sharing EVEN MORE content on our blog that you can use that will build on the ideas and strategies we discussed in London. 

We appreciate the relationships we have with our customers, and we look forward to continually learning from them and watching them shine. 

Calling All Kibo Personalization Clients in the US: Join Us in NYC 

If you’re an existing Kibo Personalization client, there’s still time to register to attend our Kibo Personalization NYC Client Summit on Thursday, October 27, 2022. Contact your Kibo Customer Success Manager to learn more, or register here