Strengthening customer connections with 1:1 email messaging

Coach wanted to cultivate more personal relationships with their customers. Using our unparalleled data resources, and Epsilon PeopleCloud's machine learning and decisioning engine, Coach delivered personalized inbox content that drove 18% more engagement and a 3.7% higher average order value—a performance that won them an EIS Award for Email Marketing Excellence.

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    lift in online and offline average order value
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    lift in site visitors
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    lift in revenue per recipient

Machine learning drives personalization

Together, Coach, Epsilon, and Conversant developed an 8-week pilot program geared toward understanding the impact of a more personal email experience. Matching each customer profile to modeled attributes and data-driven insights, categories were identified for the selected audiences. Then AI-based IQ informed recommendations for individual subscribers, and Epsilon PeopleCloud Messaging delivered 1:1 inbox content to test audiences.

Epsilon is helping our marketing and creative teams to embrace change, evolve our model, and execute many iterations of one email.

Spokesperson, North America Marketing, Coach
Woman holding a Coach purse
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