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AO.com

AO.com Delivers a Hyper-Personalized Retail Experience for Its Customers with Confluent

AO.com is one of the UK’s largest online electrical retailers serving more than six million customers across the UK and Germany. In addition to its core retail operations, the company also has several other lines of business, including mobile, financial services, recycling, and multimedia.

AO.com differentiates itself by striving to have the happiest customers – a key founding principle and a major factor in its success. AO.com’s Customer Personalisation team takes the company’s customer engagements to the next level by delivering a unified, hyper-personalized experience based on a deep understanding of each individual customer. Confluent Cloud and event streaming enable AO.com to treat each customer visit as a unique moment, combining real-time digital signals with historical information to give each customer what they want, when they want it.

Challenge

Maximize customer satisfaction and revenue growth by creating a hyper-personalized online retail experience, turning each customer visit into a one-on-one marketing opportunity.

Solution

Use Confluent to combine historical customer data with real-time digital signals from customers, generating hyper-personalized content – for example, targeted special offers – which is inserted in real time back into the customer’s session.

Confluent features used

  • Schema Registry
  • KSQL
  • Lambda Connector

Results

  • Real-time hyper-personalization of the customer experience
  • Increased customer conversions
  • Accelerated innovation
  • Confluent Cloud frees up developers’ time

Jon Vines

Software Development Team Lead
AO.com

Our hyper-personalized approach is delivering measurable results. In our A/B testing, we’ve seen a significant increase in customer conversion rates. That’s proof that our decision to adopt a real-time event streaming approach was the right one. I expect even bigger benefits as we continue to grow our capabilities.

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