Case Study: CeX achieves 1:1 personalization at scale and a 5.4% uplift in RPV with Coveo-Qubit (Coveo)

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

CeX is a global retailer that buys and sells new and second‑hand tech and gaming products, operating 500+ stores and 10 Qubit domains. Faced with high customer expectations and rapid growth, the ecommerce team needed to deliver consistent, scalable personalization across devices and touchpoints to drive relevancy, loyalty and lifetime value—capturing signals like interest in out‑of‑stock items and console ownership to tailor the visitor journey.

Using Qubit Pro, CeX built channel‑agnostic, 1:1 experiences—back‑in‑stock notifications and carousels, Visitor Pulse surveys to segment console owners, product recommendations across homepage/PDP/basket, and local social‑proof trending lists. These initiatives delivered measurable impact (a 5.4% uplift in RPV from the back‑in‑stock flow), improved relevancy and repeat purchase rates, and enabled the team to scale personalized experiences that boost customer loyalty and lifetime value.

CeX

Jon Cronin

Brand & Communications Manager