Case Study: GameStop achieves 36% AOV lift and 21% conversion increase with Kibo Commerce (Certona)

GameStop chose Certona for our superior solution, long record of success, and focus on the client

GameStop, a global multichannel retailer of video games and electronics, faced a major challenge when replatforming its ecommerce site to Salesforce Commerce Cloud in 2019: preserve and maintain a high-performing personalization program and vast online and in‑store customer data during migration, while deciding whether to adopt SFCC’s built‑in personalization or keep their long‑standing Certona partnership.

GameStop chose to stay with Certona and, working with SFCC, FitForCommerce, and LyonsCG, re-implemented a platform-agnostic personalization solution that unified online and in‑store data (including loyalty activity) to power omnichannel recommendations. The seamless migration and integrated personalization drove a 36% increase in average order value, a 21% lift in conversion rate, and 56% higher revenue per visit, with plans to expand personalization into email and point-of-sale.

GameStop

Richard Armour

Senior Director Multichannel