CeX use personalization to build visitor journeys that create customer lifetime value

Retailer focused on delivering scalable industry-first experiences 

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Founded in 1992

10 domains using Qubit

Browns Fashion Flagship store

500+ stores worldwide

Introduction

CeX is a technology company that buys and sells new and second-hand products like mobile phones, video games, consoles and much more. With a presence across the world, the company has experienced exponential growth both offline and online.

A Qubit customer since 2014, the ecommerce team have been building customer-centricity throughout the online visitor journey and on 10 global domains. To be able to understand their customers at scale they use Qubit Pro to power experiences and personalizations including product recommendations, social proof, abandonment recovery, Qubit Visitor Pulse as well as many more.

“Our customer has high expectations and they want a personalized experience. CeX has to ensure that each and every time they visit, they have tailored and relevant messages shown to them."  

Jon Cronin

Brand & Communications Manager

1:1 personalization for ‘back-in-stock’ items

CeX wanted to target visitors who had previously shown an interest in out-of-stock products.

Any visitor that had viewed an out-of-stock product, in the last 90 days, and returned were shown a ‘back-in-stock’ notification and carousel of product/s that were available to buy again.

The experience is channel agnostic, meaning if the visitor views a product out-of-stock on mobile, and then returns to CeX on the desktop when the product is back in stock, the experience will still be triggered.

Result

--- 5.4% uplift in RPV

“The interest shown in an out-of-stock product is captured, stored and then used to fire the experience when they return to CeX and the item is back in stock, on any channel. It seems simple, but behind the scenes it’s complex!"

Jon Cronin

Brand & Communications Manager

Combining Visitor Pulse to personalize the homepage

CeX knows that gamers are very category-loyal and likely to purchase again, but have specific console needs. For example, a customer may only own a PlayStation.

CeX deployed a ‘Which consoles do you own?’ Visitor Pulse survey to understand and segment visitors based on the response. With the segments, coupled with an imported dataset of categories to target, the team could pair segments with relevant console-specific listing pages.

A ‘Recommended’ tab was also added to the navigation to direct users of a particular console to the relevant page.

Learn more about Visitor Pulse and customer polling

Recommendations throughout the visitor journey

Product recommendations are a highly effective personalization technique that CeX has been using to increase relevancy at multiple places online. This includes on the homepage, product detail page (PDP), and basket page. 

Learn more about product recommendations

CeX recommendations throughout the visitor journey
CeX utilize social proof to show visitors what's trending

Products ‘Trending in your area’

CeX used social proof to show visitors what was trending in their area. By doing this on the homepage, they increased the relevancy of the products for a particular customer.

Learn more about social proof

"With Qubit, we’re able to curate experiences around the individual no matter the channel or point in the customer journey they are in.”

Jon Cronin

Brand & Communications Manager

Listing page weekly trending

For the listing page, CeX recommended the top products of the week for a particular category. ‘This week’s top 10 in Gaming’ for example, fired on the gaming page.

CeX weekly trend

Looking forward

CeX has made personalization a priority, and the results are paying off. The company continues to see rapid growth with a focus on the customer being key to this. Continually thinking about ways to improve the visitor journey has meant the ecommerce team has been able to build complex experiences that deliver 1:1 personalization at scale.

The company will continue to push the boundaries of the Qubit technology to ensure they are constantly delivering consistent, relevant messaging to drive customer loyalty and lifetime value.

Find out about Qubit Pro.

Learn more about the technology powering CEX's personalization and see how you can get started.

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