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UK grocer Waitrose use Kibo Personalization to translate immersive, personal in-store experiences to their online customers too.

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OVERVIEW WAITROSE DRIVES 66.8% ENGAGEMENT LIFT USING AI EXPERIENCE

UK grocer Waitrose is famous for their personal and immersive in-store experience. Kibo Personalization, powered by Monetate, helps them bring that individualization to their online customers, too.

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RESULTS

Engagement Lift

“That’s where [Kibo] came in and suggested that Individual Fit Experiences [now Automated Personalization] would be the perfect way to test this. Instead of us trying to decide which customer should see which type of recipe, why not let the machine decide?”
— Jane Godfrey, Digital Optimisation Manager, Waitrose
Waitrose Case Study

THE RESULTS: AUTOMATED PERSONALIZATION SERVES UP THE RIGHT RECIPES

Waitrose prides itself on the care that they invest in their in-store experience. That experience has become the foundation and chief strength of their brand. So naturally, as Jane Godfrey, Digital Optimization Manager, Waitrose says, “we want to recreate that online.”

The Waitrose site must serve several audiences with different goals, all while reinforcing the Waitrose brand identity as a trusted source of premium products and experiences. One of the most popular features of the Waitrose site is the recipes page, in which the brand shares recipes along different themes such as “Quick and Easy”, “Comfort Food,” and “Healthy Ideas.”

The team elected to lean on the power of machine learning and set up an Automated Personalization Experience on the homepage to drive click-throughs to the recipe page. The experience utilized over 150 out-of-the box targets available in Kibo Personalization alongside feeding in their own CRM data. Engagement exploded.

The recipes experience saw a lift of 66.8%, with 99.9% certainty that the Automated Personalization Experience was better than random assignment.