Problem Statement

The global retail brand struggled to deliver personalized upsell and cross-sell offers at scale. Rule-based recommendation engines failed to account for real-time customer intent, resulting in missed revenue opportunities, irrelevant promotions, and inconsistent experiences across channels.

Key Challenges

• Delivering personalized

  product recommendations at scale.

• Increasing cross-sell

  and upsell opportunities without appearing intrusive.

• Reducing revenue leakage

  from irrelevant or mistimed promotions.
  

• Ensuring a consistent

  customer experience across digital and in-store channels.

Solution Implemented

Credencys implemented the Next Best Action (NBA) Accelerator to enable intelligent, context-driven recommendations across the customer journey:

• Unified Data Layer: Consolidated purchase history, browsing activity, loyalty interactions, and real-time engagement signals into a single view of the customer.

• AI-Powered Recommendation Engine: Identified the most relevant upsell and cross-sell opportunities tailored to each customer.

• Real-Time Decisioning: Scored customer context within milliseconds to push the right product or offer at the right time.

• Omnichannel Integration: Deployed recommendations across web, mobile app, email campaigns, and in-store associates’ POS systems for a seamless experience.

Business Impact

By adopting NBA, the global retail brand achieved:

• +32% increase in Average Order Value (AOV)

  through relevant upsell and cross-sell offers.

• Reduced promotional waste

  by eliminating irrelevant product pushes.

• Higher customer satisfaction

  with timely, contextual recommendations.

• Stronger brand loyalty

  through a consistent omnichannel experience.