Case Study: RICS achieves a unified, personalized global website and 64% increase in site visits with Episerver

Optimize global and local user experience with advanced personalization

RICS, the global professional body for real estate, land and the built environment with over 100,000 members in 140+ countries, faced a fragmented digital footprint of nearly 80 disparate sites. The organisation wanted a single global presence that could still deliver locally relevant content, personalized experiences for different visitor types (members, prospects, non‑members), and support goals such as more online account management, increased digital enquiries, higher CPD engagement, and improved site-driven sales and member satisfaction.

RICS consolidated onto Episerver CMS and Commerce, integrating with existing systems (CRM, ADFS, payment gateway, SOLR, analytics) and rolling out responsive templates. Personalization via visitor groups, a unified CPD recording system tied to CRM, and a new RICS Shop with virtual product support enabled targeted content, lead consolidation and better self‑service for members. The relaunch simplified global governance (160 trained authors), boosted traffic (64% year‑on‑year increase), exceeded online sales targets, and strengthened member engagement and profile management.

RICS

James Murphy

Global Head of Digital Services