EXECUTIVE SUMMARY | About Personalisation Hub?

Executive Summary

The Personalisation Hub Platform is designed to allow Brands to support Localised & Personalised campaigns/experiences in their physical retail stores/branches. The platform ensures that Brand's can seamlessly connect their App/Website Interactions with their Retail/Branch Experiences, resulting in higher revenue, reduced handling time and improved NPS. 

Strategic Mission

The Personalisation Hub Platform was designed to ensure Brands could continue to support Personalised Campaigns/Experiences after the deprecation of 3rd Party Cookies.

The Platform is self-hosted by Clients (within their own Virtual Private Cloud Environment), it sits behind their existing Firewalls/Security-Stack/Processes and runs on their Own Domain (i.e. creates and runs on 1st Part Cookies).

The Platform therefore creates and operates on 1st Party Data, this allows Brands to seamlessly connect their App/Website Interactions with their Retail/Branch Experiences (with the reassurance that these experiences will continue to work even after all 3rd party cookies stop working).

Functional Breakdown

The platform can be split into the following functional areas (see diagram below):

Orchestration Layer

Co-ordinating Visitor Interactions and associated Location Data to ensure that Retail/Branch Experiences can be Localised & Personalised in Real-Time.

Targeted Campaigns (Localised & Personalised)

Localising Campaigns based on available Location (Retail Store/Branch) Data + Personalising Campaigns based on available Customer Data (CRM/CDP, Decisioning, 1st Party Transaction Data &/or Loyalty Data).

Retail (Location) Data Management

Establish a Single Source of Truth for Retail/Branch Data (e.g. Opening Hours, Supported Services, Store Segments) and associate relevant Geo-Targeting Data to a Display’s Location (e.g. Census, Weather, Local Events). Leverage Store/Branch Data to Refine Campaign Targeting & Ensure Accurate Reporting (e.g. exclude Campaign Playback Data from Internal Displays when a Store/Branch is Closed).

Displays & Device Management

Centralise Display & Device Management (& in future IoT/Edge Device Management). Ensure Edge Devices are Online and ensure clients are able to aggregate data in real-time from all Connected Devices (Create a Digital Twin of Physical Retail-Stores/Branches). Also ensure Clients can suppress Campaigns on Specific Displays & Devices (e.g. Display within XXX meters from a Competitor's Retail Store).

Virtual Store Queueing

Support a connected Retail Store Queueing Experience. Store Visitors can seamlessly Join the Queue (via Concierge or scanning the QR Code on any Display). Customer Profile (e.g. CDP, Decisioning) Data can be aggregated and used to further Personalise their Retail Experience. Surface all Visitor Insights to Store Staff when Visitor's are picked up from the Queue.

Store Appointments

Allow Visitors to Jump the Queue and Book and Appointment at a time that works for them. Appointments are integrated into the Store's Virtual Queue.

Experience Platform Integration(s)

Co-ordinate/Synchronise Interactions between all connected Experience Platforms used in Retail Stores/Branches (e.g. CMS/Websites, Apps, Chatbots, Messaging, Queueing, Appointments).

Visitor API

Identify and Retrieve Relevant Visitor/Customer Data, when customers have identified themselves & client's have the appropriate consent/permissions from the respective Visitor/Customer to use their Data (e.g. when they ‘Join the Queue’, ‘Arrive for an Appointment’, ‘Are Interacting with a Display’, ‘Select to Activate an Offer’, etc)

Retail / Campaign Insights

Monitor Campaign Playback on every Device/Display, Manage Active versus Inactive Campaigns & Immediately Flag Campaign Playback Issues. Also used to aggregate relevant Campaign Playback & Performance Data for Brands/Advertisers.

The Platform’s mission is to create an ecosystem that allows clients/brands to seamlessly plan, create, and launch targeted campaigns and personalised experiences across every touchpoint.