Case Study: Waitrose achieves 66.8% engagement lift with Kibo Commerce AI Personalization

Waitrose drives 66.8% Engagement lift using Ai experience

Waitrose, the UK grocery chain known for its high‑touch, in‑store experience, wanted to recreate that personalized, exploratory shopping journey online. The challenge was serving diverse audiences and choosing the right recipe content in limited homepage space to drive browsing and engagement rather than just quick checkouts.

Using Kibo Personalization (Monetate and Certona) Automated Personalization, Waitrose ran AI‑driven tests that selected recipes for each visitor. An initial recipe‑page trial produced a 6.21% lift (98.6% certainty), and when rolled out to the homepage the experience delivered a 66.8% engagement lift (99.9% certainty), while also revealing valuable audience signals—income, population density, device OS and day of week—that inform future content planning and personalization at scale.

Waitrose

Jane Godfrey

Digital Optimisation Manager